Professional Documents
Culture Documents
Competency Based Learning Materials: Housekeeping Ncii
Competency Based Learning Materials: Housekeeping Ncii
Sector:
HOTEL AND RESTAURANT
Qualification:
HOUSEKEEPING NCII
Unit of Competency:
“PRACTICE ENTREPRENEURSHIP SKILLS
Module Title:
PRACTICING ENTREPRENEURSHIP SKILLS
LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
Basic Competencies
Page No.
METHODOLOGY:
● Case Study
● Lecture/Discussion
ASSESSMENT METHOD
● Case Study
● Written Test
● Interview
Learning Objective:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss the characteristic of an entrepreneur;
2. Differentiate the entrepreneurial mindset; and
3. Value the essential chrematistic of the entrepreneurial mind.
This creates caring culture within the organization that brings about
synergy among the people working toward a common
vision.
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New Product Development
● Creative mind
● Technical mind
● Business mind
Creative Mind
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Business Mind
● Creativity
● Suspicion of predictors
● Comfort with Uncertainty
● Openness to Experimentation
● Functional Humility
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Creativity
Suspicion of Predictors
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Openness to Experimentation
Functional Humility
Egos can destroy the very best ideas. Entrepreneurs who are
committed to solving a business problem or reinventing a product or service
display a functional humility.
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SELF-CHECK 9.1-1
Entrepreneurial Mind
A. MULTIPLE CHOICES.
Direction: Read the questions carefully and answer intelligently. Write the
answer on your answer sheet.
1. It allows the entrepreneur to see things in a very positive and
optimistic light.
a. Entrepreneurial heart frame
b. Entrepreneurial mind frame
c. Entrepreneurial gut frame
d. Creative mind
2. It conceptualizes and designs a product that consumers find
some use for.
a. Entrepreneurial heart frame
b. Entrepreneurial mind frame
c. Entrepreneurial gut frame
d. Creative mind
3. It organizes sufficient forces and resources to develop, launch,
and commercialize the new product in order to maximize its
market value.
a. Technical mind
b. Business mind
c. Creative mind
d. Intuition
4. It drives the entrepreneur to convert new knowledge into
something highly functional and operational.
a. Technical mind
b. Business mind
c. Creative mind
d. Intuition
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5. A person who starts a new business or organization taking some
personal financial risk to do so.
a. Entrepreneurial heart frame
b. Entrepreneurial mind frame
c. Entrepreneur
d. Creative Mind
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ANSWER KEY 9.1-1
Entrepreneurial Mind
A. MULTIPLE CHOICE
1. b
2. d
3. b
4. a
5. c
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INFORMATION SHEET 9.1-
2
Resource Utilization
Learning Objective:
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After reading this INFORMATION SHEET, YOU MUST be able to:
1. Explain what is resource utilization;
2. Differentiate resource allocation from resource utilization;
3. Value the benefits of resource utilization.
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By having the information about the availability of resources and
conclude them at the right time for the project, plays a vital role in
managing the costs and smooth execution on the project activities.
So, in the last few years, the scenario of resource management has
been developed in order to manage the resource optimally for the business
which is an integral part of project management.
As Example:
For some industries, most constructive
effectiveness is so important for them that they
hire appropriate managers who would be
committed to just resource management and
are known as resource manager.
But the question arises, what does a
resource manager do even you already have a
project manager in the team?
Certainly, the project managers are
responsible for assigning and creating tasks to
get the project complete. And the resource
managers are only accountable for distributing the resources required to
make the project success.
So, by considering your resources availability, and having the plan
how to use them, you can fix the problems before they arise.
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Well, there is no commonly
related formula for resource
management neither there are any
golden rules for it. Still, we can
follow some checkpoints to make
it happen.
The first step is estimating
the required number resources for
a project. Then estimate the date
of complete by dividing in hours
or weeks and include the employee hours needed on the project.
The checklist can include:
● Understand which resources are critical and less in number
● Agree on a common approach to prioritizing work across shared
resources
● Embrace different ways of working across the organization and
resources
● Realize resource management is an ongoing process
● Divide work to resources using a blend of granularities
● Proper planning of the work
● Manage Resource assignments
● Report time
● Apply assignment types that align to your business needs
● Account for non-project time
● Avoid or limit multi-tasking
● Keep your most valuable assets and resources productive and
happy
Once you complete the allocating of tasks, your team members will
execute their activities conscientiously and complete them.
As a result, you’ll be able to:
● Centralize demand intake
and optimize project group
and resource ability to
deliver your organization’s
planned programs.
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● Will get the right people for working on the right projects at the
right time.
● Segregate your resources to changes in the market and
organization demands
● Keep your assignment process on track, on time, and on budget
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● Resource Strength – Resource
management procedure could
give you the real live visibility to
the resource capabilities and the
capacity for future projects. And
it would enable a better customer
prospect for future revenue
opportunities.
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reassigning them or altering their workload if necessary.
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SELF-CHECK 9.1-2
Resources Allocation
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ANSWER KEY 9.1-2
Resources Allocation
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DETAILS OF LEARNING OUTCOME
Communicate Entrepreneurial workplace
LEARNING OUTCOME 2
best practices
CONTENTS:
1. Office communication protocol
2. Ways to improve Quality in Business
ASSESSMENT CRITERIA:
1. Communicate observed good practices relating to workplace
operations to appropriate person
2. Communicate observed quality procedures and practices to
appropriate person
3. Communicate cost-conscious habits in resource utilization based on
industry standards.
CONDITION:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
Projector CBLM
Laptop
METHODOLOGY:
● Case Study
● Lecture/Discussion
ASSESSMENT METHOD
● Case Study
● Written Test
● Interview
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DETAILS LEARNING OUTCOME
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INFORMATION SHEET 9.2-1
Learning Objectives:
After reading this INFORMATION SHEET, YOU should be able to:
1. Explain what is protocols;
2. Discuss office communication protocol;
3. Value the importance of communication protocol.
Protocols
Simply said, protocols are internal
rules that an organization's members are
required to follow and use. By making
sure targeted activities are handled
under protocols, the organization
ensures consistency and conformity at
every level. The downside, however, is
that too many protocols lead to
redundancy, bureaucracy and, worse, unnecessary delays. This works
against an organization trying to be nimble and flexible. Strike a balance
between conformity and responsiveness.
Writing Rules
As part of the protocols,
organizations also benefit from making
sure that any communications follow
clear-use rules. This means making sure
staff understands how to communicate
properly in writing.
Quick, techy acronyms, such as
LOL, WTB, WU, LTR and so on, don’t
belong in professional writings. Staff
should understand they need to
communicate in proper language that places a premium on spelling and
grammar.
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Communication
Communication means the
imparting or exchanging of information
or news.
Businesses and organizations
depend on communication lines staying
open and remaining dependable between
different parts and divisions.
Without the ability to communicate
effectively, company functions start to fall apart really quick. However,
everyone communicating their own way at the same time also leads to
chaos. This is where workplace protocols come into play.
Electronic Communication
To add to the challenge of
managing how people in the same
organization communicate, electronic and
computerized methods have complicated
the issue.
The speed of electronic
communication frequently results in
problems happen faster and spreading further when mistakes are made.
Smart phones, email, instant messaging and computer files only add to a
flurry of communications.
Written Communication
Written messages, the most
traditional of business communication
methods, are easily standardized by
organizations so they can be correctly
routed correctly and properly prioritized.
This is done by choosing different
methods for different levels of importance.
Emails, notes and basic messages can be
used for daily communication.
Memorandums and letters on company letterhead present communicated
issues in a more formal manner. Reserve issue papers and reports for policy
discussions and important decision-making efforts.
Date Developed: Document No.HSKNCII TRS500311107
JUNE-2022
Issued By:
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Electronic Messaging
Electronic Messaging means the
type of Electronic Record that is
transmitted via an electronic network to
the e-mail address of a person.
The problem with emails, instant
messaging and the Internet is that
organizations frequently lose control of
the message and its audience very
quickly.
Organizations are well-served by regularly training staff on the risks
and perils of electronic communication, reserving these tools for daily,
regular communication and training staff on understanding how to regularly
purge old communications and keep only important information.
Too often, people use these tools for silly or personal messaging. The
results can range from embarrassing to serious should these files later get
resurrected in lawsuits or legal matters.
Verbal Communications
Verbal communication is the use of
sounds and words to express yourself,
especially in contrast to using gestures or
mannerisms (non-verbal communication).
Protocols for verbal communication
can be implemented in similar fashion as
written documents.There should be
levels for verbal meetings, including
casual discussion, formal meetings,
hierarchy meetings, and
policymaking/decision-making interactions.
Each of these contact events should have an understood expectation
of how to communicate, for how long and how to process reactions and
decisions. Failure to do this in a business frequently results in ad hoc
interaction which, while comfortable in small groups, begins to cause
problems as organizations grow.
Virtual Communication
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Virtual communication, is when
people communicate without being face-
to-face. Instructors
can communicate and provide lessons
from anywhere and anytime, as long as
they (and the audience) have the right
tools.
Effective virtual communication is
a necessity in today’s business
environment. It’s common in many
organizations to have full-time or part-time remote employees.
Partners and customers do business with organizations in various
countries. In order to ensure organization, meet their goals, employees need
to understand effective virtual communication practices and put them into
action.
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That might be better suited for an instant message. Similarly, project
management tools such as JIRA are the best place to record project updates
so they don’t get lost in your email inbox.
Be Fully Present in Virtual Communication
Multitasking at work helps
employees to be more productive.
However, in virtual communication,
it’s important to be focused on the
conversation. Avoid the impulse to
check emails while having a phone
meeting or text a friend while
updating teammates on Slack.
Virtual communication requires
employees to actively pay attention to the conversation. Since colleagues
are often not in the same physical location, it’s vital to ensure all
communication is accurate, focused and clear.
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Keep Teams Updated
Effective virtual communication
requires honesty and
responsiveness. Since body language
and tone of voice can get lost in
certain kinds of virtual
communication, it’s vital to be aware
of what the recipient can and cannot
ascertain from your message. For
example, if something in a Slack
message has upset you, the sender likely won’t know unless you tell them
because they cannot see your expression or hear your voice.
In addition to updating teams with honest communication, it’s
important to be available during business hours to respond to colleagues in
a timely manner. Many remote teams handle time-sensitive issues, and
colleagues cannot wait hours for an email response. As a result, be sure to
have the virtual communication channels open on your computer at all
times during working hours so you can receive notifications and reply as
needed.
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SELF-CHECK 9.2-1
Office Communication Protocol
A. True or False
Direction: Read the questions carefully and answer intelligently.
Write the answer on your answer sheet.
1. Effective virtual communication requires honesty and
responsiveness.
2. Virtual communication requires employees to actively pay attention
to the conversation.
3. It’s important to choose any technology for the task at hand when
communicating virtually.
4. Protocols for verbal communication can be implemented in similar
fashion as written documents.
5. Too many protocols lead to redundancy, bureaucracy and, worse,
unnecessary delays.
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ANSWER KEY 9.2-1
Office Communication Protocol
A. True or False
1. True
2. True
3. False
4. True
5. True
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INFORMATION SHEET 9.2-2
Ways to Improve Quality in Business
Learning Objectives:
After reading this INFORMATION SHEET, YOU should be able to:
1. Enumerate the steps to improve quality of business
Quality
Quality is a distinctive attribute or
characteristic possessed by someone or
something.
Whether you sell a product or a
service, these five steps will help you
ensure that you are constantly improving
the way you do business--to the delight
of your customers.
Every business owner likes to think that he or she has a commitment
to quality. If that were truly the case, of course, no product would ever
disappoint, and no service would result in a complaint. So how can you
improve quality at your company?
Here are 5 steps you can take to put you on the right path.
1. Make a commitment.
W. Edwards Deming, the father of
the quality movement, argued that a
company's commitment to quality had
to come from the top, and it had to be
reinforced over and over again.
"Constancy of purpose means
that quality decisions are not
situational," writes the operational
expert Rebecca A. Morgan. "End of
month quality is the same as beginning
of month.
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So are you ready to commit? If you are, you should tell your staff—
and then think about how you will handle the first conflict between your
stated objective and a pressing deadline or an attractive short cut.
2. Track mistakes.
If you are going to commit to
quality, first you must define exactly
what quality is. For manufacturers, this
process involves statistical quality
control, the process of setting a product's
specifications and then sampling a small
number of units from the production line
to see how closely they measure up to
those specs.
Standards are set and, if too much deviation occurs (or if quality
appears to be trending in the wrong direction), the manufacturing process is
altered.
Tracking quality is admittedly
more difficult in a service business, and
efforts by groups such as the
International Organization for
Standardization (known as ISO) to
create meaningful benchmarks beyond
manufacturing have had mixed results.
One way to gauge customer
satisfaction is by tracking what is called
a net promoter score. Devised by a Bain
consultant named Fred Reichheld, a net promoter score keeps tabs on the
number of customers who would recommend a business to their friends.
A customer who answers 9 or 10 is seen as a promoter; a customer
who answers 7 or 8 is seen as passive; and a customer who gives a company
a score of 6 or lower is seen as a detractor. By subtracting the number of
detractors from the number of promoters, a company arrives at its net
promoter score.
3. Invest in training.
An old saw of the quality
movement is that any business with a
quality control department is doomed to
Date Developed: Document No.HSKNCII TRS500311107
JUNE-2022
Issued By:
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poor performance, for it has
demonstrated to every other employee
that quality is not his or her chief
concern. Instead, quality experts
recommend that businesses train
workers at all levels to look for ways to
improve quality and to ameliorate problems.
Training takes on several
dimensions. For starters, you should set
up a new-employee initiation program
that trains workers to focus on quality
issues from their first day on the job.
Different CEOs have different
perspectives on how best to do this.
Ralph Stayer, the quality-obsessed CEO
of Johnsonville Sausage in Sheboygan
Falls, Wisconisn, believes your existing
employees should be put in charge of training new employees, because only
they can provide a firsthand perspective on how your company's operations
work.
Ari Weinzweig, founder and CEO of the Zingerman's Family of
Companies in Ann Arbor, Michigan, takes a different approach: He
personally leads all new-employee orientation training sessions (which last
several days) because he believes an employer never has a better chance of
instilling values and a sense of purpose than right after he or she has hired
a new employee.
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tying individual behavior to an overall system of work, and then showing
where that system can, on occasion break down, you will be giving workers
the information they need to be good stewards of your business.
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5. Have the right attitude.
Too many people turn the quest to
improve quality into something
oppressive. No less an authority than
Deming rejected the idea that the quality
management had to be dreary and
involve a lot of negativity.
"The prevailing system of
management has crushed fun out of the
workplace," Deming moaned in an
interview in the 1990s.
This attitude is not necessarily easy to adopt and runs afoul of some
of the basic management practices we take for granted. For example,
Deming was not a fan of performance reviews, as the writer John Case has
explained.
If your evaluations are fair, you will determine that half your workers
(by definition) are below average, and you will tell them so," Case writes.
"Result: half the work force is instantly discouraged and demoralized, and
any sense of common purpose is undermined."
Rather than pointing out
inadequacy wherever it might be found,
Deming believe that the job of managers
was to frame the pursuit of quality as an
interesting, noble, and worthwhile goal.
If you are to truly improve quality
at your business, whether you
manufacture products, distribute goods,
or perform a service for your clients,
your first step (and also the hardest) is
to resist the temptation to dwell on your company's flaws and instead rally
your team around the cause of rooting them out.
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SELF-CHECK 9.2-2
Ways to Improve Quality in Business
A. Enumeration
Direction: Read the questions carefully and answer intelligently.
Write the answer on your answer sheet.
1. Enumerate ways to improve quality in business.
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ANSWER KEY 9.2-2
Ways to Improve Quality in Business
1. Make a commitment
2. Track mistakes
3. Invest in training
4. Organize quality circles
5. Have the right attitude
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DETAILS LEARNING OUTCOME
LEARNING OUTCOME 3 Implement Cost Effective Operations
CONTENTS:
1. Easy Tips to Cut Costs at Work
ASSESSMENT CRITERIA:
1. Implement preservation and optimization of workplace resources in
accordance with enterprise policy.
2. Observe judicious use of workplace tools, equipment and materials
according to manual and work.
3. Make constructive contributions to office operations according to
enterprise requirements.
4. Sustain finances and allot time within one’s ability to work.
CONDITION:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
Projector CBLM
Laptop
METHODOLOGY:
● Case Study
● Lecture/Discussion
ASSESSMENT METHOD
● Case Study
● Written Test
● Interview
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LEARNING EXPERIENCES
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INFORMATION SHEET 9.3-1
Easy Steps to Cut Cost at Work
Learning Objectives:
After reading this INFORMATION SHEET, YOU should be able to:
1. Enumerate steps to cut cost at work;
2. Value the importance of cost cutting.
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means, such a salary freezes and perk cutbacks.
There is also a possibility that you’ll share a portion of the savings.
Some employers offer an incentive plan that rewards its people for ideas and
actions that lead to cost reductions.
Decrease Waste
Wasted resources squander an
employer’s funds. Recycle, reuse, and
repurpose whenever feasible. By going
greener, costs get leaner.
Striving for a paperless office is a
solid starting point. Don’t print out
hard copies where electronic documents
will do. Use two-sided copying.
Distribute hard copies only to those
who must have printed versions. These
Date Developed: Document No.HSKNCII TRS500311107
JUNE-2022
Issued By:
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three steps alone will lessen paper, toner and storage charges.
If you work in a manufacturing environment, waste increases costs.
Can you come up with any ways to use fewer (or less expensive) materials?
Are there duplicated procedures, or production-slowing processes, that can
be altered?
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SELF-CHECK 9.3-1
A. Short Essay
Direction: Read the questions carefully and answer intelligently. Write the
answer on your answer sheet.
1. Why is it importance to save company money?
2. How is it to reduce expenses?
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ANSWER KEY 9.3-1
A. Short Essays
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1. Eliminating excess costs is equivalent to earning revenue.
Employers prize people who can add to net profits.
2. The most direct route to cost cutting is to minimize expenditures.
This can be accomplished by looking for savings opportunities.
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ACKNOWLEDGMENT
1. https://neilpatel.com/blog/perfect-entrepreneurial-attitude-
according-science/
2. https://blog.orangescrum.com/2018/12/how-does-resource-
utilization-help-to-improve-business-performance.html
3. https://www.monster.ca/career-advice/article/easy-tips-to-save-
your-company-money
4. ttps://www.investopedia.com/terms/e/entrepreneur.asp
5. https://www.prosymmetry.com/blog/resource-utilization/
6. https://www.inc.com/guides/2010/09/5-ways-to-improve-
quality.html
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