Key Benefits:
Article 35 of the Organic Law 1/1990 of 3 October, for the General Management of the Educational System, provides that the Government, after consulting the Autonomous Communities, will establish the titles corresponding to the vocational training, as well as the minimum teaching of each of them.
Once, by Royal Decree 676/1993 of 7 May, the general guidelines for the establishment of vocational training qualifications and their corresponding minimum teachings have been laid down, the Government should also After consulting the Autonomous Communities, as provided for in the abovementioned rules, establish each professional training title, set out their respective minimum teachings and determine the various aspects of the relevant academic organisation. to professional lessons which, without prejudice to the powers conferred on them Educational administrations responsible for the establishment of the curriculum of these teachings, guarantee a basic training common to all students.
For these purposes, the duration and level of the corresponding training cycle will be determined in each case; the convalidations of these teachings; the access to other studies and the minimum requirements of the institutions (i)
The teachers ' specialties to be taught must also be determined and, in accordance with the Autonomous Communities, the equivalence of qualifications for the purposes of teaching as provided for in the Additional provision of the Organic Law of 3 October 1990 on the General Management of the Educational System. Subsequent rules must, if necessary, complete the teaching of the teachers ' specialties defined in this Royal Decree with the professional modules that come from other formative cycles.
On the other hand, and in compliance with article 7 of the aforementioned Royal Decree 676/1993, of 7 May, it is included in this Royal Decree, in terms of professional profile, the expression of the professional competence characteristic of the title.
This Royal Decree establishes and regulates in the basic aspects and elements above mentioned the title of professional training of Senior Technical in Services to the Consumer.
In its virtue, on the proposal of the Minister of Education and Science, consulted by the Autonomous Communities and, where appropriate, in agreement with them, with the reports of the General Council of Vocational Training and the School Council of the State, and prior to the Council of Ministers meeting at its meeting on 22 July 1994
D I S P O N G O:
Article 1.
The title of professional training of the Senior Technical Service for Consumer Services is established, which will be of official character and validity throughout the national territory, and the corresponding minimum teachings are approved. they contain in the Annex to this Royal Decree.
Article 2.
1. The duration and level of the training cycle are as laid down in paragraph 1 of the Annex.
2. In order to access the professional studies regulated in this Royal Decree, the students will have to be able to take up the subjects and/or the baccalaureate contents indicated in section 3.6 of the annex.
3. The specialities required of the teaching staff providing teaching in the modules which make up this title, as well as the minimum requirements to be met by the educational establishments, are those expressed in paragraphs 4.1 and 5 of the Annex.
4. The subjects of the baccalaureate which may be taught by the teachers of the specialties defined in this Royal Decree are laid down in paragraph 4.2 of the Annex.
5. In relation to the provisions of the 11th additional provision of the Organic Law 1/1990 of 3 October, the qualifications referred to in paragraph 4.3 of the Annex are declared equivalent for the purposes of teaching.
6. The modules which may be validated by occupational vocational training or correspondence with the work practice are those specified in paragraphs 6.1 and 6.2 of the Annex respectively.
Without prejudice to the foregoing, on the proposal of the Ministries of Education and Science and of Work and Social Security, other modules capable of validation and correspondence with the training may be included, as appropriate. occupational occupational and occupational practice.
7. The university studies to which this title gives access are those referred to in paragraph 6.3 of the Annex.
Single additional disposition.
In accordance with the provisions of Royal Decree 676/1993 of 7 May 1993 laying down general guidelines on diplomas and the corresponding minimum training courses for vocational training, the elements which are enunciate under the heading
Final disposition first.
This Royal Decree, which is of a basic nature, is given in the use of the powers conferred on the State in Article 149.1.30. of the Constitution, as well as in the first paragraph 2 of the Organic Law The Law of 3 July 1985 on the Law of Education and the Enablement that confers on the Government Article 4.2 of the Organic Law 1/1990 of 3 October on the General Ordination of the Educational System.
Final disposition second.
It is up to the competent educational authorities to dictate how many provisions are precise, in the field of their competences, for the execution and development of the provisions of this Royal Decree.
Final disposition third.
This Royal Decree will enter into force on the day following its publication in the Official Journal of the State.
Given in Madrid on July 22, 1994.
JOHN CARLOS R.
The Minister of Education and Science,
GUSTAVO SUAREZ PERTIERRA
ANNEX
INDEX
1. Title identification:
1.1 Naming.
1.2 Level.
1.3 Duration of the formative cycle.
2. Production system reference:
2.1 Professional profile:
2.1.1 General Competition.
2.1.2 Professional skills.
2.1.3 Competition Units.
2.1.4 Professional Realizations and Domains.
2.2 Evolution of professional competence:
2.2.1 Changes in technological, organizational and economic factors.
2.2.2 Changes in professional activities.
2.2.3 Changes in training.
2.3 Position in the production process.
2.3.1 Professional and work environment.
2.3.2 Functional and technological environment.
3. Minimum teachings:
3.1 General objectives of the training cycle.
3.2 Professional modules associated with a competency unit:
Consumer inspection.
Information and attention to the consumer.
Organization of consumer information systems.
Consumer training.
3.3 Cross-sectional professionals:
General purpose computer applications.
3.4 Vocational training module in the workplace.
3.5 Professional training and guidance module.
3.6 Baccalaureate materials that have been due to be used to access the training cycle corresponding to this title.
4. Teachers:
4.1 Teachers ' specialisms with teaching assignment in the professional modules of the training cycle.
4.2 Baccalaureate materials that can be taught by the teachers of the specialties defined in this Royal Decree.
4.3 Qualifications of qualifications for teaching purposes.
5. Minimum requirements for spaces and facilities to impart these teachings.
6. Convalidations, correspondences and access to university studies:
6.1 Professional modules that can be subject to validation with occupational vocational training.
6.2 Professional modules that can be matched with work practice.
6.3 Access to University Studies.
1. Identification
1.1 Naming: Consumer Services.
1.2 Level: higher-grade vocational training.
1.3 Duration of the training cycle: 1,400 hours.
2. Reference to the production system
2.1 Professional profile.
2.1.1 General Competition.
The general professional qualification requirements of the production system for this technician are:
Manage and execute consumer and user protection plans for goods and services, in accordance with current consumer legislation and regulations, established procedures and specifications received.
This technician will act, if any, under the general supervision of Licensors and/or Diplomates.
2.1.2 Professional skills.
-To interpret the current legal regulations regarding consumption, adapting to the frequent changes that occur and to the consequences that arise from its application.
-Inspect, in the context of consumption, the usual commercial practices in establishments, industries, activities, products and services, detecting anomalies to develop corrective actions.
-Value the key aspects of complaints/complaints submitted by consumers/users and perform the actions required for the solution of the complaints/users.
-Develop training plans for consumption and information campaigns.
-Organize processes for obtaining and processing information/documentation on consumption, taking into account the needs and/or requirements of the organization.
-To have a comprehensive and integrated view of the service delivery process related to the different technical, organizational, economic and human aspects related to the service.
-Adapting to new work situations generated as a result of changes in techniques, labor organization, and economic aspects related to their profession.
-Maintain effective communications in the development of your work, coordinating your activity with other areas of the organization.
-Maintain fluid relationships with the members of the functional group in which it is integrated, taking responsibility for the achievement of the objectives assigned to the group, respecting the work of others, organizing and directing tasks They are collective and cooperating in overcoming difficulties that arise, with a tolerant attitude towards the ideas of colleagues and subordinates.
-Solve problems and make individual decisions about their actions or those of others, identifying and following the established rules, within the scope of their competence, consulting those decisions when their Organisational, economic or security implications are important.
-To study and propose new criteria or actions aimed at improving the activity of your unit, keeping informed of the innovations, trends, technology and regulations applicable to your area of competence.
Requirements for autonomy in work situations:
To this technician, in the framework of the functions and objectives assigned by top-level technicians to his, will be required in the occupational fields concerned, usually the autonomy capabilities in:
Attention to the consumer.
Handling of claims.
Conducting inspection visits.
Elaboration and control of information/training plans regarding consumption.
Reporting and evaluation of information/training activities.
Identification, localization and evaluation of information and documentation sources.
Analysis, treatment and distribution of information regarding consumption.
2.1.3 Competition Units.
1. To carry out the control of establishments, industries, activities, products and services, in the area of consumption.
2. Execute consumer/user care plans for goods and services.
3. Obtain, organize and control the information/documentation regarding consumption.
4. Organise and manage training plans and information campaigns on consumer information.
2.1.4 Professional Realizations and Domains.
Competition Unit 1: Perform control of establishment, industries, activities, products and services, in the area of consumption
REALIZATION CRITERIA
1.1 Determine the lines of action in the inspection visit for the achievement of the pre-set objectives. /-The character of the inspector's performance is identified:
For information.
Advice and control.
Control.
A complaint/complaint check and the purpose of the complaint/claims, from the service order or complaint/claim.
-The legislation applicable to the sector to be inspected is identified.
-Previous actions and results of inspection actions are identified in the specific sector, if they exist.
-The protocol (action guide) of the inspection visit is made, if applicable, by specifying:
Aspects to be observed.
Media and material needed.
Performances (number of visits, addresses, establishments, industries) and calendar.
So that the development of the inspection visit is facilitated and agilized.
1.2 Conduct the inspection visit in accordance with the nature of the action to ensure compliance with the legislation. /-The person who makes the visit is identified to the person responsible for the company or the visited, stating clearly the reason for the visit.
-The inspection visit takes a correct, firm and secure attitude with the comparison.
-All necessary data or representative documentation on the specific subject of the inspection campaign is obtained during the information visit.
-In the complaint/claim verification visit, the user/user's manifest damages are verified through the appropriate methods.
-Information on new legislation affecting the business of the company or the product/service is clearly set out in the advisory visit and timely documentation is delivered.
-Is advised to the visited on the aspects to be modified and the deadline of the visit of control is fixed in order to check the compliance of the exposed legislation or the correction of the detected anomalies.
-Compliance with legal requirements (process, documentation, installations, personnel, storage, products, services ...) is checked, observing the specifications of the protocol.
-Precautionary intervention is appropriate, immobilizing the product when it is observed that a commodity is altered, falsified or not identified, is fraudulent and may pose a risk to the consumer.
-The merchandise must be separated, marked and/or preceeded, which must be immobilized in such a way as to render impossible its manipulation without being appreciated, and the responsibility that acquires such manipulation is reported.
-The Head of Inspectorate is notified of the deficiency observed in order to take corrective action.
1.3 Successfully raise the inspection record when the character of the performance requires it. /-The type of record appropriate to the inspection carried out: sampling, citation, immobilization, collection of samples, verification of complaints, accompanying the necessary documentation.
-The minutes are written in a clear, concise and thorough manner, expressing the data of the comparably and of the current inspectors, the place, date and time of the inspection, as well as all the facts and facts, avoiding assumptions and personal interpretations.
-The minutes are provided to the comparist so that he can make the observations or allegations that he deems necessary.
-The minutes are completed in triplicate and a copy is given to the comparist.
1.4 Make sampling by applying the appropriate procedures to the nature of the product. /-Representative samples of the product are taken and it is ensured that the three units chosen (regulatory sample) are as homogeneous as possible (brand, model, type, reference, lot and date).
-The sufficient quantity is taken from each unit so that the laboratory can carry out all the necessary tests according to the type of product and what is established in the current regulations.
-The appropriate transport of the sample is ensured in such a way as to ensure that it is delivered in the conditions of collection.
-The identity of the samples is guaranteed with their original content, during the time of preservation of the samples, carrying out the operations of sealing, lacquering and labelling in each specimen of the sample and stamping of the samples. signatures of the interveners.
1.5 Present conclusions, obtained in the inspector's performance, in the established time and form. /-It is expressed in a summary and clear form all that was carried out during the inspection visit, as well as the possible infringements detected, attaching the minutes and documents annexed to them.
-The structuring of the data on the visit takes place in an orderly and homogeneous way, facilitating the consultation of concrete information at all times.
-The report and documentation are transmitted in time and form and in accordance with established procedures, facilitating the instruction of files.
PROFESSIONAL DOMAIN
a) Information and documentation (nature, types and supports): order of service, protocol, complaints, complaints, General Law of Defense of Consumers and Users, Royal Decree of infractions and sanctions. RTS retail trade. Other Spanish and legal provisions on consumer affairs. Invoices, purchase orders, licenses, registrations.
b) Material that you use: useful for sampling. Conditioning elements for the transport of samples.
c) Processes, methods and procedures: reporting of actions and conclusions obtained. Completion and drafting of the model of the appropriate inspection report for each type of action. Sampling. Action plan for the inspection visit.
d) Main results of the work: inspection minutes. Control of compliance with consumer legislation. Reports on the actions taken.
e) Persons and/or organizations to which the service is addressed: establishments and industries of products and services. Departments of the organization itself. Public bodies for consumer protection. Customers/users.
Competition Unit 2: Run consumer/user care plans for goods and services
REALIZATION CRITERIA
2.1 Properly run the consumer/user and identify the problem/query to deduce lines of action. /-A correct attitude is adopted: friendly modes, interest in the interlocutor and your request and the atmosphere created is pleasant.
-The appearance and aspects are correct.
-The request is met with diligence.
-The facts are sorted chronologically and the intervening parties are determined, obtaining a general idea of the object of the query.
-Point-in-time aspects of the report are valued:
Identification of gaps.
Criteria and subjective elements of the same introduced by the consumer or user.
Identifying the target of the consumer by detecting whether they want information or to report/claim.
And the context surrounding the situation exposed by the consumer is concrete.
-It is clear whether the answer can be immediate, deferred or if the consumer should submit a complaint or complaint, in order to take the measures required by the established procedure.
2.2 Inform and adequately advise the consumer of the rights and possible solutions in relation to the problem/query proposed according to established specifications. /-A correct attitude is adopted and a prudence criterion is applied by postponing the answers to the complex queries that need to be answered.
The consumer/user is advised to clearly express the problem in the complaint/complaint form.
You specify the necessary documents to be submitted by the consumer for the processing and verification of the claim/query basis (invoices, contracts, budgets, guards, brochures, etc.).
-The information/documentation required to resolve the query is identified.
-The most reliable source of information is identified and the required data is obtained through the established procedures.
-A response to the proposed consultation is elaborated, in its case, describing clearly and in order possible situations and ways of action.
-The user/user is transmitted the solution to the query submitted by appointment, mail or telephone, in time and form.
-The actions carried out in the solution of the problem are summarized, presenting a report to the complainant in time and form in case he wishes to file complaint with other instances through judicial means.
2.3 Establish an information system that optimizes the cost and time of treatment and access to it. /-An entry-stage is developed with some reviews that are considered minimal to identify the essential characteristics of the query: registration number, date of entry, name of claimant and claim and extract of the case.
-A manual or computerized file is produced, applying file techniques in which all queries, requests, responses and complaints are collected, organizing them by order of entry to attend to them in order chronological and/or other established criteria.
-The optimal time and cost for access to stored data is calculated, valuing access procedures, ways to present the recorded information and time spent on access to information.
-Procedures are established for access to the necessary information in the development of information and consumer advice activities that ensure the availability of information in time and form.
-The defined information system is verified to meet the information requirements in the department.
2.4 Correct the complaints and complaints to the relevant departments and/or entities and bodies so that the consumer's objective or interest in the resolution of the conflict is satisfied. /-The action plan is adequately structured, setting priorities according to the complexity of the problem.
-Organizations, institutions, departments and/or instances are identified with competencies to solve the problem.
-Claims are filed in time, form and appropriate content following the administrative procedure established by law and/or, where applicable, by the organization.
-The correct receipt and treatment of the claim in the agencies/department to which it has been presented are verified.
2.5 Act as a mediator by pursuing consensus solutions between the parties on complaints filed by consumers or users, applying appropriate negotiation techniques. /-Negotiating techniques are applied that are adapted to the client, to the situation and to the criteria established in the company.
-The mediation is offered, in writing, to the parties concerned, explaining their purpose adequately, and, where appropriate, they are summoned for the act of mediation, clearly expressing place, date and time.
-Objective attitudes are adopted in the act, trying to reach consensus among the parties.
-In your case, the mediation act is complete, objective, with a clear and concise wording and in accordance with established rules and procedures.
2.6 adequately control the reclamation process to detect anomalies or delays,/-Track the complaint dealt with by agencies/companies to obtain information from the stage in which it is located and be able to take appropriate action at the appropriate time, if appropriate.
-It is verified that the answers arrive in established form and time.
The claimant is informed diligently of each performance and result obtained orally and/or written and is consulted on the possible options.
2.7 Control the quality of the service provided by the company/organization, analyzing needs and degree of satisfaction in them. /-We obtain necessary information from the clients through market research methods to know the degree of satisfaction of their needs.
-The characteristics of the service are analyzed and compared with the needs of the clients to detect possible modifications in the level of service that are adapted to the demands of the customers.
-Conclusions are presented through reports, about the satisfaction of consumers, about their needs, providing measures that, if necessary, can optimize the quality of the service.
-The information collected is organized and processed, applying file techniques, statistical techniques and computer processing, if any, of the information to facilitate the subsequent analysis of the data.
-The defects detected in the product/service are transmitted to the corresponding department to improve its quality.
PROFESSIONAL DOMAIN
a) Information (nature, types and media): databases that collect casuistics about requests for consultation, information, complaints and complaints. Specific legislation on consumption. Law of Administrative Procedure. Claims entry tabs (files). List and information on bodies or institutions with competence in the field of consumption.
b) Media for the processing of information: equipment: personal computers, local network and teleprocessing stations. Programs: User environments, text processors, databases.
c) Processes, methods and procedures: information/attention to clients/consumers. Management of complaints to the relevant bodies. Mediation between the parties involved in the complaint/complaint. Organisation and processing of information. Quality control. Communication techniques. Negotiation techniques.
d) Main results of the work: consumer information and advice to consumers and users of goods and services. Solution of complaints and complaints from consumers and users of goods and services. Quality control of the service.
e) Persons and/or organizations to which the service is addressed: consumers and users of goods and services. Bodies and institutions with competence in the field of consumption. In private companies: department administration,
Competition Unit 3: Get, organize and control information/documentation on consumption
REALIZATION CRITERIA
3.1 Get the information/documentation that affects the consumer/user, ensuring their reliability and according to the established budget. /-The most reliable sources of information and documentation are identified (official bulletins, research and studies, specialized books and journals, databases, public and private bodies, consultation statistics, etc.). complaints and general media), which can be accessed through established procedures.
-The information/documentation required to produce a documentary file that has a wide range of essential topics related to consumption is identified.
-The information/documentation sources are selected based on the cost/performance ratio, and are adjusted to the organization's budget and access possibilities.
-Information collection techniques are applied that ensure the accuracy of the data.
3.2 Process information from internal and external sources to the organization, applying the methods of organization and treatment that are adapted to the needs of the department. /-Each document is catalogued according to the criteria of the organization and applying the precise techniques, facilitating the location of the same.
-The document is archived using different techniques (manual or computer) depending on the usage to be given, the recipient and the time to be kept.
-A file is made with the personal data of the users of the services of the organization, classifying them by the type of demand and the specific sector and that it represents an easy access to the information.
-Statistics are made with the available data, grouping queries and complaints according to the criteria of the organization to have a comprehensive information of the level of the service provided.
-The information sources and the documentary bases are updated regularly, identifying recent information on consumption, complementing/modifying previous records.
-The appropriate software is used for the type of need for information processing.
3.3 To run in time and form the internal and external demands for specific consumer information. /-The information necessary for the elaboration of the information documents is obtained, with easy access to internal and external sources and following the established procedure.
-The information contained in the prepared documents is structured in an orderly and homogeneous manner and is written in a clear and concise manner, specifying source and date.
-In the periods, and according to established systems, the newsletter is produced (press, legislative and other), analyzing the information of interest and selecting the one that should contextualize the document.
-The objective of the demand for information (support and depth) is identified to organize the process, method and way of transmitting it.
-The information report is provided to the applicant/entity/individual requesting the most economical, fast and efficient channel, in accordance with the procedures established.
3.4 Setting procedures to maintain information with integrity, say
sponability and security required. /-The necessary measures are taken to ensure the preservation of the files stored in the various computer media.
-Backup copies of both the packages and the work files are periodically performed.
-A system is established to facilitate access to stored information by establishing the fastest and most effective way to obtain it and ensuring its integrity.
3.5 Ensure the optimal operation of the established information system. /-It is found that the procedures and methods of organizing the information are adapted to the incorporation of new technologies and needs of the company/organism.
-The new systems of organization and treatment of information are identified, susceptible of application for the development of the activity, valuing additional advantages to the established system and disadvantages, and proposing, in their case, the incorporation of the same.
-New sources of information and documentation are identified that expand and update the consumer documentary file.
-The update of the consumer regulations is verified, checking the records made.
-It is controlled that the requested information is transmitted in established time and form.
PROFESSIONAL DOMAIN
(a) Information, (nature, types, supports): publications, databases, information of the different production sectors and existing services in the market. Complaints, complaints and inquiries from consumers and users of goods and services. Official bulletins. Media. Legislation. Studies on consumption.
b) Media for the processing of information: equipment: personal computers, local network and teleprocessing stations. Programs: User environments, text processors, spreadsheets, databases.
c) Process, methods and procedures: collection of information. Organization and archive of information and documentation. Access to information. Control of information systems.
d) Main results of the work: database and documentation on consumption. Information bulletins for consumption.
e) Persons and/or organizations receiving the service: departments of the organization. Public and private consumer protection bodies. Consumers and users of goods and services.
Competition Unit 4: Organising and managing training plans and information campaigns on consumer information
REALIZATION CRITERIA
4.1 Identify consumer/consumer information/training needs for goods and services for the development of the plan. /-The type of information required to determine the training/information needs to be covered by the plan is identified.
-Data from the information obtained to facilitate the obtaining of conclusions are synthesized.
-The most problematic aspects and situations are identified for the consumer/user of goods and services and the segment of the affected population is deduced.
-The consumer/user segment object of the plan is identified.
The contents of the plan are identified and defined precisely.
-In your case, the defined questionnaire is complete, precise and allows you to obtain the required information.
4.2 Develop training/information plans for consumption, according to specifications received to cover the needs identified in the framework of the objectives set. /-The specific theme of the information campaign or training activity is selected according to the needs identified and proposed to its superior hierarchical.
-The sector of the appropriate population is determined to whom the training/information plan is to be directed, as well as the objectives to be met according to the guidelines of the organization.
-The main aspects that shape the structure of the plan are clearly determined and/or developed [methodology, activities, contents, profile of experts and collaborators (persons/companies) in the matter chosen to impart training, materials to be used, duration and dates, advertising media and others) and allow subsequent lines of action to be drawn.
-A pre-budget of the implementation of the training/information activity is prepared taking into account all the essential aspects, making the necessary calculations and using the format established by the organization, checking whether the execution of the activity is within the established margins.
4.3 Organize and manage the provision of the material resources and human equipment needed to develop the training/information plan, according to the budget approved by the organization. /-Accurate instructions are given to the rapporteurs/collaborators on the implementation of the training/information plan, in accordance with the objectives set.
-The physical space is determined that is adapted to the development of the training activity due to its physical conditions and budget.
-The speakers and contributors are selected according to the profile defined in the plan and budget available and managed, following the established procedure, the type of contract appropriate to the performance.
-From the budgets offered by the supplier company, the one that meets the quality/price conditions established by the organization has been selected.
-The precise instructions are given to the supplying company for the preparation and preparation of the documentation/materials necessary for the development of the training/information activity.
-It is verified that the material/documentation supplied is in accordance with the requirements and is appropriate.
The disposition of the materials/means for the development of the activity is managed by written application or contract of purchase or hire.
4.4 Manage the dissemination, through the media, of the information campaign or the training plan in accordance with the objectives set out in the plan. /-The way the activity is disseminated through the most effective means of communication is selected and adjusted to the established budget.
-A dose is developed with precise information on the objectives and development of the training/information plans.
-The actions necessary for the dissemination of the activity are carried out according to the form and means selected (press conference, radio intervention, press releases, announcements).
4.5 Control the development of the training/information plan to ensure its correct execution. /-Compliance with the calendars of speakers and collaborators is controlled.
-The correct occurrence, with the frequency and times agreed, of the information transmitted by the means or means of communication used, is ensured, so that at no time is the objective set.
-Accurate measures are taken in the face of any unforeseen failures that have arisen during the development of the plan.
4.6 Evaluate the training/information plan by determining the effectiveness of the plan using the appropriate techniques. /-The deviations produced between the approved budget and the actual costs of the information campaign or training activity are calculated.
-Accurate assessment techniques are designed and applied to understand the extent of:
Understanding-knowledge.
Satisfaction with the activities performed.
Preferences and behaviors.
-A memory is produced that collects at least the following aspects:
Development of training/information activity.
Degree of meeting the objectives.
Incidents.
Results of the evaluation.
Conclusions.
expressing all of this in a clear, concise and complete manner and presenting such information at the appropriate time.
PROFESSIONAL DOMAIN
a) Information and documentation (nature, types, support): information/documentation on consumption produced by the documentation department. Documentation on didactics. Information on advertising and media. Test formats and surveys to assess the effectiveness of the training/information plan. Contracts. Administrative documentation. Budgets.
b) Processes, methods and procedures: analysis of training needs/information of the consumer and user of goods and services. Evaluation of results obtained. Teaching methods for groups of consumers/users of goods and services. Calculation of costs. Preparation of budgets.
c) Main results of the work: training plan for consumption. Information campaign on consumer information. Budgets.
(d) Persons and/or organisations to which the service is addressed: groups of consumers and users of goods and services. Media.
2.2 Evolution of professional competence.
2.2.1 Changes in technological, organizational and economic factors.
With the opening of international borders, the Community rules on the consumption of goods and services become more important in terms of their application and compliance, identifying European legal references that They mention the importance of consumer protection.
The Treaty on European Union cites the protection of consumers by establishing the need for concrete actions to support and complement the policy pursued by the Member States in order to protect health, security and the economic interests of consumers and ensure that they are properly informed.
The new commercial forms that appear to represent important organizational changes and increasingly strong competitive practices in the market of manufacturers and distributors make it necessary to monitor these activities more closely. and the possible risks and abuses to which the consumer is exposed.
Changing production systems and the emergence of new products and services on the market are a constant check on compliance with the quality standards required for adequate marketing and consumption.
2.2.2 Changes in professional activities.
The growing development of consumer rights activities will likely lead to legislative changes both at the national and international levels in this area.
There will be a higher valuation of customer support activities, due to the growing strength acquired in the areas of sale. The trend is already detected, both in private business sectors and in the public sphere, the creation of consumer services departments, in substitution of the department of attention/information to the customer.
An increasing increase in the consumer's interest in knowing his rights in the activities of the consumer market is detected, resulting in an increase in the training activities directed at the consumer.
2.2.3 Changes in training.
The contingencies to which the consumer/user of goods and services is exposed in the business activities of the companies and that increase in the way the commercial practices are developed, demand an increase in the training of professionals who can implement and enforce the consumer protection policy.
Increasing needs for vocational training are observed to train people in the exercise of market inspection and control activities and education/information to consumers and users in the defence of their rights.
There is a need for a medium-term increase in training needs in the training of trainers and the management of groups.
New technologies and methods in organizing and processing information require training and updating in this area.
2.3 Position in the production process.
2.3.1 Professional and work environment.
This figure will be active in the service sector in the area of consumer protection/user of goods and services, and in departments of customer service.
The main subsectors where you can develop your activity are:
Public Sector: Central, Autonomous and Local Administration.
Private sector: consumer associations, consumer cooperatives, industrial companies, service companies, commercial enterprises.
In general, in public bodies and large and medium industrial and commercial companies within the department of consumer/customer care and in consumer/consumer advisory companies for goods and services.
2.3.2 Functional and technological environment.
This professional figure is primarily located in the functions/sub-functions of information, advice, training, consumer and user claims management of goods and services and in the inspection of practices trade in the area of consumption.
Technology techniques and knowledge cover the fields of inspection, information/training in the field of consumption, and understand:
Training process: methodological, group management and evaluation techniques.
Information process: communication and negotiation techniques.
Information processing process: equipment and media for processing information/documentation/claims in the field of file, recording and updating. Techniques for the collection of information.
Legislation on consumption, commercial documentation, procedures for drafting and completing inspection records, process of visiting consumption, methods of recording and processing of the information/documentation/complaints.
Occupations, most relevant type of jobs.
For the purposes of professional guidance, the occupations and jobs that could be performed are listed below, acquiring the professional competence defined in the profile of the title.
Technical in consumption of the offices of information to the consumer of the Public Administrations, technical in consumption in the public and private bodies of defense of the consumers, technical in consumption of the cooperatives consumption, information technology/customer service, consumer inspection technician.
3. Minimum teachings
3.1 General objectives of the training cycle.
To analyze the functioning of the consumer society from an economic, sociological perspective and from the psychology of consumers.
Interpret and apply existing regulations at the community, state, regional and local levels, for the protection of the rights of consumers and users.
Analyze the functioning and competencies of public and private consumer protection institutions and bodies.
Develop a critical and analytical approach to the different problems that arise for consumers and users of goods and services.
Use communication strategies to transmit and receive information and resolve conflicting situations, both in individual consumer information and in the management of claims and in the collective for development of information and education campaigns.
Select and apply inspection techniques that allow for proper control of establishments, industries, activities, products and services.
Elaborate the different types of common consumption documents (inspection records, memoirs, information dossiers, etc.), using, where appropriate, the models of documents established at the official level.
Operate with software in the realization of tasks of organization and processing of the information in the matter of consumption.
Interpret the legal, economic and organizational framework that regulates and conditions productive activity, identifying the rights and obligations arising from relationships in the working environment, as well as the mechanisms of job insertion.
Develop consumer training projects or plans, in accordance with the needs of consumer information detected in the market and in the light of commercial practices that are usually performed and in which the consumer is the direct object.
Select and critically assess the various sources of information related to your profession that enable you to develop your self-learning capacity and enable the evolution and adaptation of your skills (a) professionals in technological and organizational changes in the sector.
3.2 Professional modules associated with a competition unit.
Professional Module 1: Consumer Inspection
Associated with Competition Unit 1: Conduct control of establishments, industries, activities, products, and services in the scope of consumption
TERMINAL CAPABILITIES/ASSESSMENT CRITERIA
1.1 Interpreting the consumer legislation applicable to different situations in which control actions of establishments, industries, products and services are presented. /-Explain the legal terms of consumption that are usually handled in the legislation.
-To analyze the legislation of a particular foreign country and the national legislation that regulates certain aspects in consumption and to deduce the differences between them.
-Given a supposed control action, associate the object of the same with the specific law applicable in the matter of consumption, explaining the practical use that must be made of said law.
-Given a particular sector, quote the applicable consumer legislation and briefly summarize its content.
1.2 Define a guide of actions according to the type of visit and the techniques of inspection of consumption. /-Describe the objectives and procedures that apply in each of the four types of inspection visit.
-Describe the main parameters to be considered in a protocol or action guide.
-From a situation object of inspection conveniently characterized:
Recognize the type of performance to perform.
Identify and interpret the law applicable to the case.
Identify the objectives to be met.
Properly elaborate the inspection protocol, specifying:
a) Current and calendar.
b) Aspects to be observed.
c) Material required (type of record, documentation).
1.3 Select the most appropriate sampling method for a product inspection situation. /-Describe the different sampling methods according to the nature of the products.
-Define the concept of sample and explain its importance in the global inspection process.
-Explain the phases that make up the procedure to be followed in a sampling.
-From an inspection assumption for sample sampling conveniently characterized, specify:
Procedure to follow.
Material required.
Methodology of sampling.
Proper transport of the samples and properly make the corresponding record.
1.4 Elaborate consumer inspection minutes according to the type of performance. /Recognize the supporting documentary model of the various official consumption inspection records.
-Citate the minimum data to be included in an inspection report and explain the importance of correctly expressing each one of them.
-On the basis of a convenient scenario, a record of immobilization of products is conveniently characterized.
From different assumptions of properly characterized inspection visits, make sure, at least, the following types of minutes:
Collection of information.
Claims check.
Subpoena.
BASIC CONTENTS (duration 105 hours)
a) The consumption inspection:
Purpose of the inspection.
Motivation of the inspector's performance.
Modalities of the inspector's performance.
(b) Regulations applicable to the inspection of consumption:
Food products.
Industrial products.
Services.
(c) Infractions and sanctions in respect of consumer protection:
Analysis of the current legislation regarding violations and sanctions in the field of consumption.
Rating of the violations.
pecuniary and ancillary penalties.
d) Competition of the various administrations in the field of inspection: Central, Autonomous and Local:
Functional organization of the consumer inspection.
Action limits in each of the Public Administrations.
e) Inspection techniques:
Schedule of performances.
Execution of performances.
Inspection methods and techniques.
f) Sample Take:
Formal requirements.
Sample sampling techniques.
Analysis of the samples.
g) Consumer Inspection Acts:
Function.
Documentary models for each type of inspection.
Writing/Fulfillment.
Professional Module 2: Information and Consumer Care
Associated with Competition Unit 2: Run Consumer/User Care Plans for Goods and Services
TERMINAL CAPABILITIES/ASSESSMENT CRITERIA
2.1 Analyze consumer queries/complaints to deduce the lines of action according to the defined legislation and procedures. /-List the main public and private institutions and bodies of consumer protection and explain their competence.
-Describe the functions of the department of consumer attention in industrial and commercial enterprises.
-Describe some of the queries/claims that a consumer usually presents.
-Identify the main sources of information that are used in the consumption advisory function.
-Identify the writings that are typically used in query/claim management.
-From an alleged request for information by a consumer/user on consumption matter conveniently characterized and defined procedures:
Interpret the request for information.
Identify and locate the information to be supplied.
Properly make a response writing, using, if appropriate, a suitable computer program.
-From a convenient claim scenario by a conveniently characterized consumer/user:
Analyze the problem and identify applicable legislation.
Determine the most appropriate management procedure, indicating the steps to be taken and explaining the possible results.
Argue the solution given to the claim in:
The assumption of the Administration.
The assumption of the private company.
-In conveniently characterized consumer claims:
Properly make the necessary writings for the management of claims directed to agencies and/or companies.
2.2 Analyze the mediation/arbitration procedure to solve situations of conflict in consumer matters in accordance with current regulations. /-Define the concept of mediation and the concept of arbitration and explain the substantial differences between the two.
-Define the figures involved in an arbitration process and the functions of each of them.
-Explain how to initiate a mediation/arbitration process, its development and the usual deadlines for its resolution.
-Explain the differences between optional and mandatory arbitration, listing the situations where each applies.
-Describe the concept of an arbitration award and the form and time limits of its opinion.
-Describe the main aspects to be taken into account in the preparation of a mediation act.
-Given an alleged consumer complaint conveniently characterized in which the arbitration procedure has been decided to resolve the conflict:
Properly make the call to the mediation/arbitration act indicating time and form in which it has to be sent.
-In the simulation of a conveniently characterized mediation act:
Identify the objective of the act.
Define the appropriate action lines.
Demonstrate a correct, objective and conciliatory attitude in the course of mediation.
Analyze the situation and development of the event, synthesizing the information obtained and deducting the essential from the activity.
Draft the mediation act, expressing in a clear and objective manner what is expressed in the act and the agreements adopted.
2.3 Apply communication techniques in consumer care/counseling situations. /-Define the most commonly used communication techniques applicable in situations of public attention and in the mediation of complaints.
Describe the phases that make up a personal interview for counseling or mediation purposes.
-Describe the appropriate way and attitude in the care and advice on consumer issues.
-From simulation of a consumer care situation, conveniently characterized:
Identify the elements of the communication and analyze the behavior of the consumer.
Adequately adapt your attitude and speech to the situation you are part of.
Control clarity and accuracy in the transmission of information.
-From an alleged request for information to a given body/department, conveniently characterized:
Write the application clearly and concisely and with appropriate treatment, depending on its purpose and agency/department to which it is addressed.
-In an alleged telephone conversation with a suitably characterized consumer:
Identify and identify the caller by observing the proper protocol rules.
Adapt your attitude and conversation to the situation you are part of.
Favor communication with the use of appropriate techniques and attitudes to the development of communication.
2.4 Apply negotiation techniques in consumer complaint situations. /-Identify and define the most commonly used negotiation techniques to solve complaints presented in the departments of consumer attention.
-To distinguish the aspects or clauses contained in a contract of sale of a product/service that are susceptible to negotiation and those that are not.
-Identify the different stages in a negotiation process.
In the simulation of an interview with a consumer, conveniently characterized and established to negotiate certain aspects of a claim:
Define a negotiation plan setting out the phases to be followed and the aspects to be negotiated.
2.5 Apply Quality Control Methods of Customer/Consumer Care/Information Processes. /-Describe common incidences in the customer/consumer care processes.
-Describe the methods that are commonly used to evaluate the effectiveness of service delivery.
-In a convenient case conveniently characterized from detected anomaly in attention/information processes to a customer/consumer, explain possible measures for their resolution.
-In a convenient scenario, where the degree of ineffectiveness in the provision of service to customers/consumers is described, describe possible measures and procedures applicable to improve and optimize quality of service.
BASIC CONTENTS (duration 120 hours)
a) The consumer:
Article 51 of the Constitution.
Law 26/84 general for the defense of consumers and users.
(b) Institutions and bodies for consumer protection. Skills:
Public entities.
Private entities.
c) Consumer Care Departments in Business:
Functional dependency.
Functions.
The
d) Claims and complaints:
Application of the rules governing consumer/user rights.
Collection procedures.
Fulfillment and management.
e) Mediation and Arbitration:
Source situations.
Aspects of mediation.
Aspects of consumer arbitrations.
f) Communication:
The communication processes.
Communication types.
Communication techniques.
g) Negotiation:
Objectives in reclamation situations.
Development of negotiation plans.
Application of techniques.
h) Quality control of the service:
Failure treatment.
Control procedures.
Evaluation and control.
Professional Module 3: Organization of Consumer Information Systems
Associated with Competition Unit 3: Get, Organize, and Control Consumer Information/Documentation
TERMINAL CAPABILITIES/
EVALUATION CRITERIA
3.1 Analyze the methods of obtaining information related to the consumption of goods and services. /-To analyse the different sources of information and documentation on existing consumption and to point out the advantages and disadvantages of each of them.
Explain the most commonly used methods of collecting information on consumption.
-Describe the essential parameters to be analyzed to judge the reliability of a collected information.
-From data that characterizes three sources of information:
Calculate the cost/performance ratio of each one, taking into account price, access and support, and select the one whose ratio is optimal.
-In the face of a practical information demand scenario, conveniently characterized:
Select the data collection method based on its reliability.
Get the required data from a library and public and private bodies (OMIC, AACC).
3.2 Analyze procedures and apply methods for organizing, treating, and archiving consumer information/documentation. /-Explain the systems of organization and treatment of the most commonly used and emerging consumer information.
-Explain the main functions of a documentary file.
-Describe the fundamental methods of updating and maintaining information in a documentary background.
-Analyze the usefulness of different packages of
-Explain the most commonly used access channels in a consumer office, describing the fundamental characteristics of each of them.
-Analyze the main file/cataloging techniques, relating advantages and disadvantages depending on the use, file time and type of information.
-From a convenient convenient scenario where you have a collection of information from different sources:
Classify the data according to the type of information source from which it is sourced.
Apply an appropriate technique to organize and archive the information provided and make it easy to access it.
Use, where appropriate, an appropriate computer program for the processing and organization of the information.
-Use the functions and utilities of the package and operating system to ensure the security, integrity, and confidentiality of the data.
-Apply current regulations and appropriate procedures for copying and ensuring the security and integrity of information.
3.3 Develop specific documents on consumption, integrating data, texts and graphs, with the appropriate organization, format and presentation. /-Explain the main aspects to be observed in the elaboration of a document that collects consumption information in terms of form, structure and content.
-From official bulletins published by the State in the one month period:
Analyze the information they provide and detect any consumer regulations.
Ordering and structuring the legislative information obtained by making a newsletter of legislation that collects all the consumer regulations published in the given time period.
Use the appropriate computer application.
-Given a number of weekly publications references:
Analyze consumer information by deducting the fundamental aspects that affect the consumer.
Ordering and structuring news information and articles analyzed on consumption, making a press release that clearly exposes the selected contents.
Use the appropriate computer application.
-In practical cases of making consumer documentation, conveniently characterized, and from media and computer applications of recognized value in the market:
Select and use the most appropriate format for each type of information by reason of its final presentation.
Choose and use the most appropriate documentation media for each case:
Presentation on the monitor.
Slideshow with slides.
Animated presentation with computer and projection system.
Paper presentation.
-Use the functions and procedures of the text processing applications required for documentation processing:
Use the functions and procedures of the graphics processing applications required for documentation processing.
Use the application and/or, where appropriate, the environment that allows and ensures the integration of text, graphics and data.
Discover/acknowledge and correct any errors made when entering and manipulating data with the computer system, with the help of some utility of the application itself (spell check, etc.). Correctly present the required documentation according to its nature.
BASIC CONTENTS (duration 105 hours)
a) Sources of consumer information:
Typology of sources.
Getting information procedures.
Comparative analysis of consumer information.
Quality of information.
b) Cataloging and archiving techniques:
Documentary languages.
Cataloging, indexing, and classification instruments.
Typology of files.
c) Bulleting:
Purpose.
Structure.
Presentation.
d) The documentary process:
Basic technology.
Processing of the document.
e) Organization of documentary centres:
Functions and Services.
Description of documentary funds.
Technical and administrative aspects.
Application of User Care Techniques.
Legal aspects of the archivist.
f) Application of computer science in consumer services.
Professional module 4: Consumer training
Associate with the Competition Unit 4: organize and manage training plans and information campaigns on consumer information
TERMINAL CAPABILITIES/ASSESSMENT CRITERIA
4.1 To assess training needs/information on consumption. /-Identify variables that influence the purchase decision of a product or the use of a service.
-Describe the sources of information and methods that are commonly used to detect learning gaps in consumers/users.
-Identify and explain the main psychological factors that can affect consumer behavior.
-From a publication carried out on studies in consumer affairs:
Deduct points of interest for consumer training/information.
Establish functional relationships between consumer behavior and learning needs.
Explain the main criteria for consumer segmentation to facilitate the analysis of their needs.
4.2 Organising training/information activities in the field of consumption. /-Identify the essential parameters of a training/information plan.
-List the criteria to be applied in the selection of speakers and contributors.
-Define the main pedagogical techniques and methods to be applied in the training of consumers/users.
-To analyze the characteristics of the main media in the market based on their identity for the dissemination of information on consumption.
-To carry out the comparative study between the different supports and the most used advertising forms in each medium, deducing advantages and disadvantages of each one for a practical case of diffusion conveniently characterized.
-From a convenient, convenient scenario, in which a theme of the available training and budgets is detailed, determine:
Profile of contributors and experts.
Methodology to be used in training.
Educational development of content.
Timing.
Required teaching materials and characteristics of the place of training and conditioning.
4.3 Evaluate the implementation of a training plan or information campaign. /-Identify and describe the assessment techniques commonly used to measure the degree of effectiveness of a training/information plan.
-Identify and define the main parameters to be measured to evaluate the effectiveness of a training/information plan.
-Confect a questionnaire type of evaluation of a training/information activity.
-From a supposed training/informative plan conveniently characterized and defined some obtained results:
Synthesize and structure information in a clear and concise manner, presenting conclusions through a report.
BASIC CONTENTS (duration 90 hours)
a) The consumer society:
Evolution of consumption habits.
Consumerist culture.
b) Consumer psychology:
Consumer behavior models.
Variables that are involved in the purchase processes.
Typology of consumers/users.
c) Consumer market research:
Market segmentation: nature and process.
d) Advertising:
Objectives.
Advertising Forms.
Advertising campaigns.
Advertising legislation in Spain.
e) Training:
Consumer education.
Characteristics of the training recipient collective.
Design of training plans and activities.
f) Group address techniques:
Group dynamics techniques.
Application of dynamization techniques and group address.
g) Programming of activities:
The programming process.
Structure of a schedule.
Calculation of Times.
3.3 Modular professionals.
Professional module 5 (cross-sectional): general purpose computing applications
TERMINAL CAPABILITIES/ASSESSMENT CRITERIA
5.1 Interpreting the basic functions of the logical and physical elements that make up a computer system. /-Explain the basic functions of the central processing unit and the peripheral equipment, relating them to the common phases of a data process.
-Distinguished the basic functions of internal memory, specifying the impact of its storage capacity on the capabilities of the computer system.
-Classify the peripheral equipment commonly used according to its function in the data processing.
-Distinguished the basic characteristics of the different file supports commonly used in the personal computer segment.
-Describe the general characteristics of some type models in the personal computer market.
-Precise the concept of
Define the program concept.
-Precise the concepts of record and computer file.
-Explain the concept of computing application and enumerate the type applications in business management.
-From a scenario on a computer system that has a
The
The operating system and its features.
The system configuration.
Applications installed.
The information media used by the system.
5.2 Apply, as a user, the utilities, functions, and procedures of a single-user operating system. /-Explain the basic structure, functions and characteristics of a single user operating system.
-Install a single user operating system.
Specify the command concept, distinguishing between internal and external commands.
-Operating the computer equipment and verifying the various steps that take place by identifying the operating system load functions.
-From practical assumptions: handle operating system utilities, functions, and procedures, justifying the syntax or, where applicable, the operating protocol.
-Create files that handle operating system orders.
5.3 Apply the commands or instructions necessary for performing basic operations with a local area network connected system. /-Describe the basic functions of the network server.
-Explain the syntax relative to the basic commands and instructions of the network operating system.
-In a scenario, perform, through the network operating system, copy, update, and transmit operations of the information previously stored on the server's hard disk.
5.4 Manage, as a user, a text processor, spreadsheet, and database and apply procedures that ensure the integrity, security, availability, and confidentiality of stored information. /-Distinguished, identify and explain the function of the applications: word processor, spreadsheet and database.
-Properly install the computer applications.
-Access text processing, spreadsheet, and database applications through defined procedures.
-From practical assumptions:
Handle the word processor, using the elementary functions, procedures, and utilities for editing, retrieval, modification, storage, integration ... of texts.
Handle spreadsheets using the elementary functions, procedures, and utilities for data processing.
Handle databases using the elementary functions, procedures, and utilities for data storage.
Exchange data or information between text processing, spreadsheet, and database applications.
Develop, copy, transcribe, and fill in information and documentation.
Back up application packages and managed information.
-Justify the need to know and use periodically mechanisms or procedures for safeguarding and protecting information.
-From case studies:
Interpret the security, protection, and integrity procedures that are set on the system.
Apply previous procedures from the operating system, from
Detect failures in established and used security and protection procedures.
Argue and propose solutions.
BASIC CONTENTS (duration 75 hours)
a) Introduction to computing:
Data and computing processes.
Elements of
Peripheral equipment.
Internal data representation.
Elements of
b) Operating Systems:
Basic functions of an operating system.
Single-user and multi-user operating systems.
Using single-user operating systems.
User environments.
c) Local networks:
Basic types of local area networks.
Physical components of local networks.
Local network operating system.
d) Text processors:
Document Design.
Editing texts.
File management.
Printing of texts.
e) Calculation sheets:
Layout of spreadsheets.
Editing spreadsheets.
File management.
Printing spreadsheets.
f) Databases:
Database types.
Database design.
Using databases.
g) Graphical and self-editing applications:
Graphic types supported.
Layout of charts.
Presentation of charts.
Integration of charts into documents.
h) Integrated packages:
Integrated package modularity.
Import-export procedures.
3.4 Vocational training module in the workplace.
TERMINAL CAPABILITIES/ASSESSMENT CRITERIA
Get information or documentation on consumption that serves as a documentary basis in the organization's actions, according to specifications received. /-Identify the main sources of information and documentation on consumption that can be accessed through established procedures.
-Select the most reliable sources of information or documentation based on the appropriate cost/performance ratio and adjust to the budget established by the organization and access to it.
-Make the necessary steps to collect the requested information, ensuring the accuracy of the data.
-Design easy-to-interpret questionnaires aimed at specific consumer sectors, taking into account the aspects to be evaluated.
-Establish timely contacts with organisms or individuals.
-Apply the appropriate communication techniques in the request for information.
-adequately record internal and external information needs, applying accurate file techniques.
Perform own consumer care and query processing and claims operations, according to specifications received and applying established procedures. /-Recorder the claim, applying the appropriate procedures and verify that the legally required documents are attached correctly.
-Register, manually or informally, queries and claims, applying corresponding file techniques.
-Confect and process written records properly for the management of claims, in accordance with established time and form.
-Track the claim to learn about the phase in which you find and keep the claimants informed on time in the periods set.
-To properly transmit to the relevant department the defects detected in the product/service for the appropriate measures to be applied.
-Understand and inform consumers with diligence, courtesy and effectiveness.
Organize and process information and documentation originating in the department, in accordance with established procedures.
-Catalog and classify documents by correctly applying the established procedures.
-Archive documents or information by correctly applying the established procedures.
-Confecting user files from information services that facilitate access to specific data.
-Confect statistics with data of interest to the company or organization.
-Handle software to handle information properly.
Update information and documentation according to established procedures.
-Perform your own data and documentation preservation and security tasks.
Perform specific tasks in the development of inspection visits defined in the service order, according to the inspector's instructions. /-Interpret the order of service by identifying the character of the performance and purpose of the service.
-Fulfill the protocol in inspection visits, specifying aspects to be observed, necessary means and materials, performances and timing, under the supervision of the inspector.
-Compose, under the supervision of the inspector, the inspection report of the visit carried out and to deliver a copy to the visited.
-Separate, mark or seal, where appropriate, the goods to be immobilized in such a way that their handling is impossible without being appreciated.
-Collect, applying the appropriate techniques, representative samples of the product chosen for inspection that are homogeneous and in sufficient quantity.
-Transport the samples according to the established procedure and ensure their delivery in the collection conditions.
-In information visits, collect the data and documentation representative of the topic associated with the inspection campaign, in accordance with the established procedures.
Elaborate and transmit specific consumer documents that are needed in the development of information and attention, inspection, complaint treatment and development of consumer training plans, agreement with established specifications and procedures. /-Confect information bulletins according to instructions received, structuring the information in an orderly and homogeneous manner and writing them in a clear and concise manner, specifying source and date and correctly applying the procedures established.
-Select and synthesize information that is requested in internal and external information demands, according to received specifications.
-Confect protocols based on the instructions received, which correctly define the action lines on inspection visits.
-Send the requested documentation through established channels and methods.
-Verify that the receipt of the requested information documents occurs in the required time and form.
-Draw up reports that make a summary of the development of inspection visits and point out the deficiencies identified.
Develop actions during the implementation of training/information plans on consumption, according to specifications received. /-properly interpret the object of the training plan/information campaign.
Contacting selected speakers and contributors to develop the training plan, applying appropriate communication techniques.
-Prepare the appropriate documentation and teaching material to deliver to the course attendees.
-Make precise efforts with the media to prepare the information campaign/training, in time and form.
-Control the fulfillment of the training plan calendar.
-Verify that the information appears in the media according to the contracted conditions.
-Analyze the questionnaires that evaluate the use of the training plans and make memories with the conclusions obtained.
Fulfill any activity or assigned task related to consumer services with professional responsibility, demonstrating an attitude of overcoming and respect. /-At all times show an attitude of respect to the procedures and norms of the company.
-Inform the job on time, enjoying the permitted breaks and not leaving the job centre before the established time without duly justified reasons.
-Interpret and diligently fulfill the instructions received and take responsibility for the assigned work, communicating effectively with the right person at any time.
-Maintain fluid and correct interpersonal relationships with members of the work center.
-Coordinate your activity with the rest of the team and departments, reporting any changes, relevant needs or unanticipated contingency.
-To estimate the impact of your activity on the management of consumer protection plans and on the image that the company projects.
-Comply responsibly with the rules, processes and procedures established for any activity or task, objectives, performance times and hierarchical levels existing in the company.
Duration: 240 hours.
3.5 Professional training and guidance module.
TERMINAL CAPABILITIES/ASSESSMENT CRITERIA
Determine preventive and/or protective actions by minimizing risk factors and the consequences for the health and environment they produce. /-Identify the most common risk situations in their field of work, associating the general techniques of action according to them.
-Classify the damage to health and the environment according to the consequences and the most common risk factors that generate them.
-Propose preventive and/or protective actions corresponding to the most common risks that will reduce their consequences.
Apply immediate basic sanitary measures at the site of the accident in simulated situations. /-Identify the priority of intervention in the case of several injured or multiple injured persons, in accordance with the criterion of the highest risk of injury.
-Identify the sequence of measures that must be applied based on the existing lesions in the previous assumption.
-Perform health techniques (CPR, immobilization, transfer), applying established protocols.
Differentiate the hiring modalities and apply insertion procedures in the work reality as an employed or self-employed person. /-Identify the different forms of employment contracts existing in their productive sector that allows existing legislation.
-In a given situation, choose and properly use the main job search techniques in your professional field.
-Identify and properly fill in the necessary documents and locate the resources required to be self-employed.
Orientate in the labour market, identifying their own abilities and interests and the most suitable professional itinerary. /-Identify and evaluate the skills, attitudes and knowledge of the professional.
-Define the individual interests and their motivations, avoiding, where appropriate, the conditions by reason of sex or other type.
-Identify the training offer and the labor demand related to their interests.
Interpret the legal framework of the work and distinguish rights and obligations arising from industrial relations. /-Use the basic sources of information on labour law (Constitution, Workers ' Statute, European Union Directives, collective agreement ...), distinguishing the rights and obligations incumbent upon it.
-Interpret the various concepts involved in a
.
-In a class collective negotiation scenario:
Describe the negotiation process.
Identify variables (salary, security and hygiene, productivity, technology) object of negotiation.
Describe the possible consequences and measures, as a result of the negotiation.
-Identify social security benefits and obligations.
Interpret the data of the Spanish socioeconomic structure, identifying the different variables involved and the consequences of their possible variations. /-From general economic information:
Identify the main macroeconomic measures and analyze the relationships between them.
Analyze the organization and economic situation of a company in the sector, interpreting the economic parameters that determine it. /-Explain the functional areas of a company type of the sector, indicating the relationships between them.
-From an Enterprise's Economic Memory:
Identify and interpret the most relevant economic variables involved in it.
Calculate and interpret the basic ratios (financial autonomy, solvency, guarantee and financing of the fixed assets) that determine the financial situation of the company.
Indicate the company's possible funding lines.
BASIC CONTENTS (duration 35 hours)
a) Health care:
Working conditions and security.
Risk factors: prevention and protection measures.
Safe work organization: general prevention and protection techniques.
First aid.
b) Legislation and industrial relations:
Labour law: national and Community law.
Social Security and other benefits.
Collective Bargaining.
c) Socio-labour orientation and insertion:
The job search process.
Initiatives for self-employment.
Analysis and evaluation of professional potential and personal interests.
Formative/professional itineraries.
Non-discriminatory social habits.
d) Principles of economics:
Macroeconomic variables and socio-economic indicators.
International socio-economic relations.
e) Economics and organization of the company:
The company: functional areas and organizational charts.
Economic operation of the company.
3.6 Baccalaureate materials that have been due to be used to access the training cycle corresponding to this title.
3.6.1 Mode Materies:
Economics and organization of companies.
3.6.2 Other content of basic vocational training:
The conduct.
Perception.
Troubleshooting.
Thought as a response, as a structure and as an active and a watered-down process.
Language and linguistic behavior.
The motivation.
Emotion.
Personality study.
4. Teachers
4.1 Teachers ' specific teaching assignments in the professional modules of the higher technical training cycle in Consumer Services.
TEACHER/BODY PROFESSIONAL/SPECIALTY MODULE
1. Consumer inspection. /Trade Organization and Management. /Secondary School Teacher.
2. Information and attention to the consumer. /Trade Organization and Management. /Secondary School Teacher.
3. Organization of consumer information systems. /Commercial Processes. /F.P. Technical Professor
4. Consumer training. /Trade Organization and Management. /Secondary School Teacher.
5. General purpose computer applications. /Commercial processes. /F.P. Technical Professor
6. Training and career guidance. /Training and Employment Guidance. /Secondary School Teacher.
4.2 Baccalaureate materials that can be taught by the teachers of the specialties defined in this Royal Decree.
FACULTY/BODY SUBJECTS/SPECIALTY
Economics. /Trade Organization and Management. /Secondary School Teacher.
Economics and company organization. /Trade Organization and Management. /Secondary School Teacher.
4.3 Qualifications of qualifications for teaching purposes.
4.3.1 For the delivery of the professional modules corresponding to the specialty of:
Organization and Commercial Management.
The equivalence, for the purposes of teaching, of the titles of:
Diploma in Business Sciences with those of Doctor, Engineer, Architect or Bachelor.
4.3.2 For the partition of the professional modules corresponding to the specialty of:
Training and Employment Guidance.
The equivalence, for the purposes of teaching, of the titles of:
Diplomat in Business Sciences.
Diplomat in Labor Relations.
Diploma in Social Work.
Diploma in Social Education,
with those of Doctor, Architect, or Licensed.
5. Minimum requirements for spaces and facilities to impart these teachings
In accordance with Article 39 of Royal Decree 1004/1991 of 14 June 1991, the training cycle of higher-grade vocational training: Services to the Consumer, requires, for the delivery of the teachings defined in the Royal Decree, the following minimum spaces, which include those laid down in Article 32.1 (a), of that Royal Decree 1004/1991 of 14 June 1991.
Formative Space/Surface-m2/Utilization Grade-Percentage
Commercial Management Classroom/90/50
Audiovisual Classroom/60/10
Multipurpose Classroom/60/40
The
In the margin allowed by the degree of use, the established training spaces can be occupied by other groups of students who are studying the same or other educational courses, or other educational stages.
In any case, the learning activities associated with the training spaces (with the occupation expressed by the degree of use) may be carried out on surfaces used for other related training activities.
It should not be interpreted that the different learning spaces identified must necessarily be differentiated by means of closure.
6. Convalidations, correspondences and access to university studies
6.1 Professional modules that can be subject to validation with occupational vocational training:
Information and attention to the consumer.
Organization of consumer information systems.
General purpose computer applications.
6.2 Professional modules that can be matched with work practice:
Information and attention to the consumer.
Organization of consumer information systems.
General purpose computer applications.
Job Center Training.
Training and employment orientation.
6.3 Access to University Studies:
Diplomat in Biblioteconomics and Documentation.
Diplomat in Business Sciences.
Diploma in Social Education.
Diplomat in Statistics.
Diplomat in Management and Public Administration.
Diplomat in Informatics.
Diplomat in Labor Relations.
Diploma in Social Work.
Technical in Business and Tourism Activities.
