INTELLECTUAL OUTPUT 1 Comparative Study of the Work ... · INTELLECTUAL OUTPUT 1 Comparative Study...

KA 2 Strategic Partnership Project Project No. 2014-1-LT01-KA200-000604

INTELLECTUAL OUTPUT 1 COMPARATIVE STUDY OF THE WORK PROCESSES OF SELECTED FIELDS IN PARTNER COUNTRIES European Partnership for Service Specialists

INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner

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Table of content I. Background ...................................................................................................................................... 4

II. Intellectual Outputs ......................................................................................................................... 5

III. Summary of Intellectual Output 1 ............................................................................................... 6

A Methodology for analysing and comparing of work processes ...................................................... 7

A 1 Identification of the occupation or the group of occupations requiring qualifications referenced

to the European Qualification Framework level 5 .............................................................................. 8

A 2 Analysis of the documents containing the information about defined occupations and

occupational groups ............................................................................................................................ 9

A 2.1 Working paper 01.1_Collection of documents .................................................................... 10

A 3 Organisation of the group of experts of identified occupations for carrying out the analysis of

occupations ....................................................................................................................................... 11

A 3.1 Working paper 01.2_Identifying experts ............................................................................. 12

A 4 Analysis of occupations by applying focus group method and collecting the information on the

work processes .................................................................................................................................. 13

A 4.1 Working paper 01.3_Focus group ........................................................................................ 14

A 5 Filling in the form of descriptor of core work processes with the obtained information .......... 15

A 5.1 Working paper 01.4_Core final work processes (after focus groups) brief ......................... 17

A 5.2 Working paper 01.5_Core final work processes (after focus groups) detailed ................... 18

B Synthesis Report on findings ......................................................................................................... 19

B 1 Identification of the occupation or the group of occupations requiring qualifications referenced

to the European Qualification Framework level 5 ............................................................................ 20

B 2 Analysis of the documents containing the information about defined occupations and

occupational groups .......................................................................................................................... 21

B 2.1 Paramedics ........................................................................................................................... 21

B 2.2 Administrator for hospitality services .................................................................................. 23

B 2.3 Fashion shop designer .......................................................................................................... 36

B 2.4 Florist manager ..................................................................................................................... 40

B 3 Organisation of the group of experts of identified occupations for carrying out the analysis of

occupations ....................................................................................................................................... 43

B 3.1 Paramedics ........................................................................................................................... 43

B 3.2 Administrator for hospitality services .................................................................................. 44


B 3.4 Florist Manager .................................................................................................................... 49

B 4 Analysis of occupations by applying focus group method and collecting the information on the

work processes .................................................................................................................................. 50

B 4.1 Paramedics ........................................................................................................................... 50

B 4.2 Administration of hospitality services .................................................................................. 51


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B 4.4 Florist manager ..................................................................................................................... 63

B 5 Filling in the form of descriptor of core work processes with the obtained information ........... 68

B 5.1 Paramedics (brief) ................................................................................................................ 68

B 5.2 Administrator of hospitality services (brief)......................................................................... 71

B 5.3 Fashion shop designer (brief) ............................................................................................... 77

B 5.4 Florist manager (brief) .......................................................................................................... 80

B 5.5 Paramedics (detailed) ........................................................................................................... 84

B 5.6 Administrator of hospitality services (detailed) ................................................................... 89

B 5.7 Fashion shop designer (detailed) ....................................................................................... 102

B 5.8 Florist manager (detailed) .................................................................................................. 109


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The Consortium

The high quality initial vocational training, adult education as well as secondary education are being provided while

training service business specialists in Karalius Mindaugas Vocational Training Centre (Lithuania). The Centre has over

300 staff and 2800 students. The scope of specialties embraces sectors of beauty, business, health and social welfare.

The self-directedness, independence of youth is encouraged at project work, civic initiatives, and practice periods in the

enterprises in Lithuania as well as in the EU countries. Training is implemented on basis of holistic principles, when big

attention is paid to aspects of philosophy, psychology, ecology, culture and development of entrepreneurship.

The Bildungsinstitut Mitteldeutschland of the Johanniter-Akademie (Germany) is a center of vocational studies in social

and medical working fields. It is one out of nine institutes of the Johanniter Unfallhilfe e.V. (Aid organization of St. Johns -

NGO). Right now we are educating about 460 students in the vocations of kindergarten/pre-school teachers, geriatric

care, paramedic and practical nurse (medical). As a part of Johanniter Unfallhilfe e.V. the Bildungsinstitut

Mitteldeutschland of the Johanniter-Akademie is directly connected with practical institutions. This are the emergency

service of the St. John Ambulance Germany. So the school works hand in hand with a practical institution.

FEDERAZIONE CNOS FAP VENETO is a part of The Federazione Nazionale CNOS-FAP which is an Italian non-profit

association providing a public service in the vocational guidance, education and training. The CNOS-FAP Federation

and its members operates at international, national, regional and local levels, where training programmes and plans are

designed in 16 Italian regions with 60 Centres coordinated by the National Office, mainly through: vocational training for

young people (from 14teen to 18teen years basic); higher and specialized vocational training in the industrial and service

sectors; continuous training initiatives linked with the labour market; transnational projects, especially with European

Union and other institutional stakeholders; distance and mobility training programmes responding to the needs of

workers and labour market.

Euroform RFS is an Italian VET institution established in1996 and accredited by the national government of Italian

Republic and Calabria Region (Prot. 0318ASS3 - 0001) and operates in sector of vocational training and orientation.

Euroform RFS organizes basically tailored training courses in different sectors regarding safety on the job, international

trade, business administration and marketing, project management and administration, Italian language courses for

foreigners, protection and management of environment, sustainable tourism, import and export, ecc. It has developed

training on-the-job, e-learning, blended training as Euroform RFS gives a particular attention to ICT- based training,

innovative training methods.

Esprominho – Professional School of Minho (Portugal), is a private vocational training school that initiated its activity in

the 1999-2000 academic year, but has over 20 years of cumulative experience in the service of vocational training from

the Noroeste Pioneira (Northwest Pioneer) project. With prior operational authorization nº 72, it teaches vocational

courses of level IV that confer an equivalency to secondary school’s 12º grade; education and training courses of dual

certification for youth and adults with academic equivalence to basic and secondary levels, and finally, training courses

and professional development for active people during or outside normal working hours.

Wisamar is a non-profit educational institute in Leipzig, Germany, acting in vocational, cultural and adult education.

Wisamar works in three areas: 1. Competence and dialogue Center - we offer different approaches to support the labour

market integration of drop-outs and unemployed in general as well as for people that are seeking for orientation; 2.

Project Office - we are an experienced partner and coordinator of different EU funded projects in thematic areas such as

social and labour market integration, innovations in education and culture & creativity; 3. Intercultural learning & EU

Mobility - we organize intercultural language classes for people with migrant background that want to live and work in

Germany. In addition we welcome annually around 400 persons in EU mobility projects and are sending for different

organisations in the city and region of Leipzig.

The SBG Dresden (Germany) is an established non-profit professional educational institution with a tradition of over 60

years and 80 permanent employees. It is embedded in the dual system of vocational training in Germany and combines

training in training workshops closely with the company training. Learning in the work process is an important

educational concept of the SBG. This ensures that the learners are employable after completing their qualification. Part

of the SBG is the Dresden Institute of Floristry (DIF) which is working in close cooperation with the Professional

Association of German Florists - Association of Saxony.


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I. Background

International cooperation between the initial vocational education and training (VET) is very

often focused on the mobilities of students, teachers and trainers, on the development of the

joint new training and/or study programmes and other issues. All these fields of cooperation

are very important for improvement of quality and attractiveness of initial VET in the different

countries. However, the potential benefits of such cooperation can remain very limited, if this

cooperation does not entail methodical and holistic exchanges in the field of curriculum

design by considering the comparative strengths, weaknesses, opportunities and threats of

curriculum design in the partners.

Establishment and development of long-term partnerships and networks of the initial VET

institutions focused on the curriculum design in the different occupational fields present by

itself good opportunities to improve the contents of VET curricula and make them more

oriented to the international labour market needs. Thus enhancing effective and beneficial

international movement of students and graduates in the European Union (EU).


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II. Intellectual Outputs

Intellectual Outputs are tangible products, which are related to the set aims of the European

Partnership for Service Specialist, abr. Europartnerss project, particularly to establish the

partnership of initial VET institutions focused on the intensive cooperation in designing and

implementing of the initial VET curricula in the occupation fields of Floristic, Hospitality

Management, Paramedic and Image Design.

The project consists of five Intellectual Outputs summarising the findings of the following

work processes:

a) Analysing and comparing the work processes of selected occupations (Florist

Manager, Administrator of Hospitality Services, Paramedic and Fashion Shop

Designer) in the partners countries by identifying the main changes of the work

processes and their implications to the needs of competences;

Intellectual Output 1 Comparative study of the work processes of selected fields in

the partner countries

b) Comparing of the competences and learning outcomes outlined in the curricula of

Florist Manager, Administrator of Hospitality Services, Paramedic and Fashion Shop

Designer provided by the partners' institutions;

Intellectual Output 2 Comparative study of the competences outlined in the curricula

of the selected fields in partners´ institutions

c) Setting-up a catalogue (list) of the work processes and related competences typical

for partners’ countries;

Intellectual Output 3 Catalogue of the work processes and related competences

typical for partners´ countries

d) Designing of the training modules for the selected work processes;

Intellectual Output 4 Training modules for the selected work process

e) Testing of the designed modules in the training systems of partners countries;

Intellectual Output 5 Guidelines for the selection, usage and adaptation of developed

modules in designing the initial VET programmes


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III. Summary of Intellectual Output 1

Intellectual output „Comparative Study of the Work Processes of Selected Fields in the

Partner Countries“ was developed by analyzing selected work processes in Italy, Portugal,

Lithuania and Germany by interviewing representatives of the labor market, seeking to

identify their changes and implications of these changes to competence needs. A

Comparative analysis was completed in order to find a common picture of work processes

existing in the above mentioned occupations. A detailed methodology how to analyse work

processes can be found in this study (Identification of the occupation or the group of

occupations requiring qualifications referenced to the European Qualification Framework

level 5; Analysis of the documents containing the information about defined occupations and

occupational groups; Organisation of the group of experts of identified occupations for

carrying out the analysis of occupations; Analysis of occupations by applying focus group

method and collecting the information on the work processes; Filling in the form of descriptor

of core work processes with the obtained information), as well as in depth analysis of work

processes of selected occupations (Paramedics, Administrator of Hospitality Services, Florist

Manager, Fashion Shop Designer). This study can be used by VET organizations, VET

experts and teachers, who are involved in curriculum design, institutions and bodies

responsible for the occupational standards. The comparative analysis is available in English.

National reports on findings are available in national languages of the partners.


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A Methodology for analysing and comparing of work processes

The analysis of core work processes entails the following main steps:

1. Identification of the occupation or the group of occupations requiring qualifications

referenced to the European Qualification Framework1 (EQF) level 5

2. Analysis of the documents containing the information about defined occupations and

occupational groups

3. Organisation of the group of experts of identified occupations for carrying out the analysis

of occupations

4. Analysis of occupations by applying focus group method and collecting the information

on the work processes

5. Filling in the form of descriptor of core work processes with the obtained information


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A 1 Identification of the occupation or the group of occupations requiring

qualifications referenced to the European Qualification Framework level 5

Identification of the occupation or the group of occupations requiring qualifications referenced

to the EQF level 5 is executed by comparing EQF level 5 descriptors with the existing types

of occupations in the selected sector of activities. There can be used the following table for

reference information in this analysis.

Table 1. Selection of occupation and work process according to EQF level 5 requirements

EQF level 5 descriptor Occupations Work processes (typical fields)

Knowledge Technicians Production and

process supervisors

Service providers

Provision of complex services

including function of

supervision, coordination,

quality assurance.

Coordination of the production

and service provision

processes.

Supervision and training of the

skilled workers and employees.

Comprehensive, specialised,

factual and theoretical

knowledge within a field of

work or study and an

awareness of the boundaries

of that knowledge.

Skills

A comprehensive range of

cognitive and practical skills

required to develop creative

solutions to abstract problems.

Competence

Exercise management

and supervision in contexts

of work or study activities

where there is unpredictable

change;

Review and develop

performance of self and

others.


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A 2 Analysis of the documents containing the information about defined occupations

and occupational groups

After identification of the occupation or group of occupations all documents that provide any

relevant information about this/these occupation (-s) and qualification (-s) should be

collected, such as:

1) Profiles and descriptors of the occupation (-s) from the national catalogues and

classifiers of occupations.

2) Occupational standards developed on the national and sectorial (branch) level.

3) International occupational or qualification standards.

4) Occupational profiles and descriptors developed in the companies.

5) Standards of qualifications and vocational education and training curricula developed

on the national and regional levels.

6) Initial and continuing VET curricula developed by the VET providers.

7) Other documents: e.g., descriptors of duties of employees in the enterprises,

descriptors and profiles developed in the different European projects (Lifelong

Learning Transfer of Innovation projects, European Credit system for Vocational

Education and Training, abr. ECVET and EQF testing projects etc.)

The contents of these documents is analysed and collected information is used for the filling

in the form “01_1 Collection of documents”. As a result, there will be prepared the initial draft

of descriptor of core work processes for further analysis in the expert groups.


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A 2.1 Working paper 01.1_Collection of documents

Task to all partners:

Please fill in the table below referring to the document “01_Analysis of core work processes

guidelines”, Main Step 2 “Analysis of the documents containing the information about defined

occupations and occupational groups”.

Please enter the name of the selected occupation

Name of the document

in your national

language


in English

Type of document Availability (link)


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A 3 Organisation of the group of experts of identified occupations for carrying out the

analysis of occupations

Expert groups for further analysis of core work process should consist of the following

experts:

1) Skilled employees of identified occupations and/or occupational field.

2) Representatives of relevant enterprises employing the specialists of analysed

occupations (middle level managers, human resource managers and specialists).

3) Representatives of relevant professional organisations.

4) VET teachers and trainers working in the programmes that provide relevant

qualifications.

Total number of experts: 5-8. The majority of experts in the group should belong to the

categories 1-3.

Identified experts should be contacted by introducing them the project and explaining the

goals of this work package. Then there can be agreed the details and agenda of further

work in the group.


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A 3.1 Working paper 01.2_Identifying experts



guidelines”, Main Step 3 “Organisation of the group of experts of identified occupations for carrying out

the analysis of occupations”.


(enter the occupation

here)

Type of organization Occupation of the expert Position of the expert in

the organization

Size of the organization

Example:

Enterprise profit oriented

Cook Manager 50 employees

(Please add rows if necessary)


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A 4 Analysis of occupations by applying focus group method and collecting the

information on the work processes

There are applied standard focus group work methods in executing this analysis. The

members of the group should be provided in advance with the initial draft of the form No.

01.4 (filled on the basis of information from analysis of documents). This can be done by

sending it by e-mail. Afterwards there should be agreed the time of meetings for discussion.

Depending on the comprehensiveness of the initial drafts of descriptors there can be needed

1- 2 meetings with duration of 2-3 hours each. The work or the group should be coordinated

by 1 person. He/she introduces the task and explains the structure of the document.

Afterwards there is discussed each part of the document starting from the list of core work

processes of occupation, and then continuing with the descriptors of each work process

(brief and concise description of work process, list of core competences, table of the detailed

description of work process). The coordinator of group reads the text of each part and then it

is followed by the discussion of group. Provided information is collected by using sound

recording measures (Dictaphone).

In some cases there can be faced objective organisational obstacles to organise the expert

group work, for example, due to the time reasons, overcrowded agendas of identifies experts

etc. For this reason it is also possible to approach identified experts individually by applying

individual face to face, phone or Skype interviews, or communicating with them by e-mail.

For example, prepared initial draft of Form No.1 could be sent to experts by e-mail for

commenting, before that contacting them by phone and explaining the task.


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A 4.1 Working paper 01.3_Focus group


1. Please fill in the table below referring to the document “01_Analysis of core work processes

guidelines”, Main Step 4 “Analysis of occupations by applying focus group method and

collecting the information on the work processes”.


(enter the occupation

here)

Please list the main outcomes of the focus groups:


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A 5 Filling in the form of descriptor of core work processes with the obtained

information

After the work of expert groups or individual interviews the initial drafts of descriptors should

be updated and adjusted by filling in the information received in the stage No. 4.

Brief comments on the form as well as how to fill it are:

Title of analysed occupation: here you should indicate the title of occupation or occupational

group identified in the step No. 1.

List of core work processes: here you should provide the list of core work processes,

corresponding to the key (most important) objectives of work that entail the group of different

tasks. For example, setting up the order of bouquets and floristic compositions, organisation

of events and festivities in the hotel, examination of the patients in the place of accident, etc.

This list should contain brief and concise formulations (titles) of work process.

Afterwards each core work process is described in more detailed way.

Brief and concise description of work process: this description should contain brief

information about the objects of work process (products, services), type of customers that

are served, the main work tasks, technologies used in the workplaces, specificities of work

organization (individual, teamwork, work in shifts etc.) and quality control. (max. 200 words).

Core competencies: there is provided the list of core competencies needed for

accomplishment of the work process (on the basis of core work tasks of the work process);

e.g. to explain to the customer the options of the composition of bouquet; to prepare the plan

for organization of conference.

Detailed Description Core Work Process: detailed descriptor of core work process consist of

the description of the subject matter for skilled work, tools, methods, and organization of

skilled work and requirements for skilled work and technology.

Subject Matter for Skilled Work: indication of the products and services produced or provided

in the work processes, including the partial, intermediate results of work (e.g. prepared order,

concluded contract, provided consultation, produced part, etc.)

Tools, Methods, and Organization of Skilled Work: brief indication of the equipment and tools

used in the work process, methods of work and the ways of its organization (individual work,

work under supervision, teamwork etc.).


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Requirements for Skilled Work and Technology: there are briefly outlined requirements for

skilled work and technology based on the expectations and needs of customers (e.g.

provided comprehensive information about the execution of order, quality of execution of

order), requirements of the company (e.g. internal quality procedures), needs of the skilled

workers (e.g. provision of information needed for the work), general requirements from

society (e.g. respect to the norms of environment protection).


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A 5.1 Working paper 01.4_Core final work processes (after focus groups) brief



guidelines”, Main Step 5 “Filling in the form of descriptor of core work processes with the obtained

information”.

Please enter the name of the selected

occupation

(enter the occupation here)

Please list the final core work processes after

your finished your focus groups

List the related core competences

The following competencies are necessary for

the work process:

(Please add rows if necessary


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A 5.2 Working paper 01.5_Core final work processes (after focus groups) detailed



guidelines”, Main Step 5 “Filling in the form of descriptor of core work processes with the obtained

information (detailed)”.

Please

enter the

name of

the

selected

occupation

(enter the occupation here)

Please list

the final

core work

processes

after your

finished

your focus

groups

Subject

matter

for

skilled

work

Tools

Method

s

Organization

of skilled

work

Requirements for Skilled Work and

Technology

From

the

client

From the

company

From

the

skilled

workers

From

the

society

From

other

stake

holder

s


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B Synthesis Report on findings


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B 1 Identification of the occupation or the group of occupations requiring

qualifications referenced to the European Qualification Framework level 5

Based on the project aims the consortium analysed the following occupations:

The analysis of occupations were divided according to the professional background of each

participating organization.

Paramedics Administrator for hospitality

services

Fashion shop designer Florist manager

Paramedics

Administrator of hospitality

services

Fashion shop designer

Florist designer

Karaliaus Mindaugo PMC

Johanniter Akademie


ESPROMINHO

Eurofom

Federazione CNOS


ESPROMINHO


SBG Dresden


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B 2 Analysis of the documents containing the information about defined occupations

and occupational groups

B 2.1 Paramedics

Documents related to the occupation “paramedics” were collected from Lithuania and

Germany. According to the type of documents Laws prevail in Germany, Edicts prevail in

Lithuania.

B 2.1.1 Paramedics - Summary of the documents

Country Type of the

document

Name of the document in

national language


in English

Availability

GER Law Gesetz über den Beruf der

Notfallsanitäterin und

des Notfallsanitäters

Paramedic law Available here

GER Law Ausbildungs- und

Prüfungsverordnung für

Notfallsanitäterinnen und

Notfallsanitäter

Training and

examination regulations

for paramedics

Available here

Country Type of the

document


national language


in English

Availability

LT Resolution „Dėl Lietuvos kvalifikacijų

sandaros aprašo

patvirtinimo“ (2010 -05-04 Nr.

535)

Resolution of the

Government of the

Republic of Lithuania

“Approval of the

Lithuanian Qualifications

Framework”

Available here

Country Type of the

document


national language


in English

Availability

LT Database Aikos informacinė sistema AIKOS information

system for Education

Available here

http://www.gesetze-im-internet.de/bundesrecht/notsang/gesamt.pdf

http://www.gesetze-im-internet.de/bundesrecht/notsan-aprv/gesamt.pdf

http://www3.lrs.lt/pls/inter3/dokpaieska.showdoc_l?p_id=372306&p_query=&p_tr2=f



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Country Type of the

document


national language


in English

Availability

LT Edict Dėl Lietuvos medicinos

normos MN135:2005

"Paramedikas. Teisės,

pareigos, kompetencija ir

atsakomybė" patvirtinimo

“Paramedic. Rights,

Duties, Competencies

and responsibilities”

Available here

LT Edict Dėl skubiosios medicinos

pagalbos slaugos specialisto

kvalifikacinių reikalavimų

aprašo patvirtinimo

“Descriptor of

qualification of

emergency medical

aid specialists”

Available here

LT Edict Dėl Lietuvos medicinos

normos mn 142:2007

„skubiosios medicinos

pagalbos slaugos

specialistas. Teisės,

pareigos, kompetencija ir

atsakomybė“ patvirtinimo

“Emergency medical

aid specialist. Rights,

Duties, Competencies

and responsibilities”

Available here

LT Edict Dėl greitosios medicinos

pagalbos paslaugų teikimo

reikalavimų patvirtinimo

Ambulance service

provisions

Available here

LT Edict Dėl Lietuvos respublikos

sveikatos apsaugos ministro

2007 m. Lapkričio 6 d.

Įsakymo nr. V-895 „dėl

greitosios medicinos

pagalbos paslaugų teikimo

reikalavimų patvirtinimo“

pakeitimo

Ambulance service

requirements

Available here

http://www3.lrs.lt/pls/inter3/dokpaieska.showdoc_l?p_id=266968&p_query=%20medicinos%20norma&p_tr2=1

http://www3.lrs.lt/pls/inter3/dokpaieska.showdoc_l?p_id=356181&p_query=greitosios%20medicinos%20pagalbos&p_tr2=2

http://www3.lrs.lt/pls/inter3/dokpaieska.showdoc_l?p_id=303533&p_query=&p_tr2=

http://www3.lrs.lt/pls/inter3/dokpaieska.showdoc_l?p_id=308382



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B 2.2 Administrator for hospitality services

The three research countries, Lithuania, Italy and Portugal identified all together 52 relevant

documents, which contain information about the occupation “administrator of hospitality

services” or information indirectly related to this occupation. The majority of the documents

are in Lithuania “Edicts”, in Italy “Reports” and in Portugal “curriculum”, following by the type

of further documents as laws, resolutions, methodologies, standards, classifications and VET

programs. A detailed overview on the collected documents and links for each above-

mentioned country is attached to this report.

B 2.2.1 Identity of the documents in Lithuania

The Director of State Tourism Department in Lithuania issues the four of the five identified

edicts. The Minister of Health of the Republic of Lithuania releases one edict. These are

related to the “Approval of the types of accommodation”, “Standard terms for tourism service

agreement”, “Requirements for approval for hotels and motels classification” and to the

“Approval of the requirements of the Accommodation for health safety”. The second majority

of the documents in Lithuania are laws, related to “services”, “education”, “vocational

education” and on “tourism”. In the three identified “resolutions” in Lithuania the “Approval of

the Lithuanian Qualification Framework”, the “Approval of the rules for sports, culture and

entertainments services and consumer information, the provision of such services” and the

“Approval of the requirements for strengthening bed and breakfast service” are maintained.

The methodologies related to the occupation “administrator of hospitality services” in

Lithuania refer to the “modular training programs”, to the “concept of modularisation in

vocational education and training system” as well as to the “design of modular vocational

training curricula”. In Lithuania, there are available professional as well as vocational

education and training standards related upon others to hotel employee, travel agent, rural

tourism organiser, hotel manager and tourism manager.

According to the European Qualification Framework (EQF) vocational and higher educational

study programs could be identified on the EQF Level 4 and EQF Level 6 as follows:


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Table: Secondary and higher education study programs

EQF Level 4 EQF Level 6

Rural tourism organiser Recreation and tourism

Rural tourism business organiser Cultural heritage and tourism

Travel agent Sports recreation and tourism

Travel guide Recreation and tourisms management

Organiser of the rest of the village (rural

tourism)

Rural tourism management

Leisure service agent International tourism event management

Hotel employee etc. * for more fields please check the table below

B 2.2.2 Identity of the documents in Italy

In 2009, there was an analysis of the training needs in the tourism sector followed by the

identification of foreseen training needs in the tourism sector in 2010. The outcomes of the

analysis as well as the national research are available in the two reports “Analisi dei

fabbisogni formativi del settore Turistico-Alberghiero” and “Anticipazione dei fabbisogni nel

settore turismo”.

The Italian national research group within the Europartnerss project identified further

documents, which are related to the classification of the profession in tourism as well as to

the new professions in tourism.

Additionally two profiles were detected related to the field of “administrator of hospitality

services”, which are:

a) Manager of hospitality services

b) Higher level technician for the management and development of the tourist services

and enterprises on the EQF Level 5

Related to the present synthesis report to identify occupations related to the “administrator of

hospitality services” on the EQF Level 5 upon other following training programs were

maintained:

a) Course for "Tecnico superiore for Management of structures and tourism services"

LIV. EQF5 - Bardolino (VR)


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b) Advanced Training for the Hospitality Management - Title issued: after a final exam,

the diploma of “tecnico superiore”, corresponding to level 5 EQF

c) Reception technologies (Hospitality Manager. Hotel management: operational levers),

Ancona (AN)

d) Diploma of “tecnico superior” for Management and development of structures and

tourism services, Venice.Title issued: after a final exam, the diploma of tecnico

superiore, corresponding to level 5 EQF

In Italy there is a professional database for the analysis of the labour market needs, trends

and provides information about specific characteristics of the profiles required by the

enterprises such as age, educational level, type of contract, work experience, difficulty in

recruiting specific profiles, need for further training, etc. This Database is called Excelsior

Information System. It is promoted and produced by Unioncamere (Italian Association of the

Chambers of Commerce) with the participation of the Ministry of Labour and the European

Union.

Finally, there is a resolution in Italy for the renewal of the national collective agreement for

employees of companies in the tourism sector, which was signed in January 2014. The

agreement make possible the adoption of innovative solutions that achieve the right balance,

offering concrete solutions to the needs of businesses and workers.


Countries

26

B 2.2.3 Administrator of hospitality services – Summary of the documents

Country Type of

the

document


national language


English

Availability

LT Report Lietuvos kvalifikacijų sandaros

susiejimo su Europos

mokymosi visą gyvenimą

kvalifikacijų sandara ir Europos

aukštojo mokslo erdvės

kvalifikacijų sandara. Ataskaita

(2012)

Report of Lithuanian

qualifications framework

linking with European lifelong

learning qualification

framework and European

high education area’s


Available here

LT Report Lietuvos kvalifikacijų sistemos

ir europos kvalifikacijų

sąrangos sąsajos. Tyrimo

ataskaita, 2011

Interfaces of Lithuanian

qualifications system and

European qualifications

framework.

Available here

IT Report Progetto “Analisi dei fabbisogni

formativi del settore Turistico-

Alberghiero”

Analysis of the training needs

in the tourism sector

Available here

IT Report Anticipazione dei fabbisogni

nel settore turismo

Foreseen training needs in

the tourism sector

Available here

IT Report Le nuove figure professionali

turistiche

New professions in tourism Available here

IT Report Nota sullo stato di

programmazione e

realizzazione dei percorsi IFTS

National Report on

programming and realization

of IFTS pathways

Available here

IT Report N.A. Evaluation of the

Implementation of the

European Qualifications

Framework

Recommendation- FINAL

REPORT

Available here

IT Report N.A. First Italian Referencing

Report to the European

Qualifications Framework

Available here

IT Report N.A. Italian Lifelong Learning in

Europe: Notes to the Second

Millennium

Available here

http://www.kpmpc.lt/LTKS_EKS/LTKS_EKS_ataskaita.pdf

http://www.kpmpc.lt/LTKS_EKS/LKA_tyrimas_LT.pdf

http://www.fondir.it/sites/default/files/indagini/Analisi%20dei%20fabbisogni%20formativi%20settore%20turistico%20alberghiero.pdf

http://www.pg.camcom.gov.it/uploaded/Primo%20piano%202012/Indagine%20ISNART%20turismi%20Italia%20centrale%20marzo%202012%20c%20bis.pdf

http://www.pg.camcom.gov.it/uploaded/Primo%20piano%202012/Indagine%20ISNART%20turismi%20Italia%20centrale%20marzo%202012%20c%20bis.pdf

http://isfoloa.isfol.it/jspui/bitstream/123456789/838/3/Struttura%20Sistemi%20formativi_Nota_stato_programm_IFTS.pdf

http://ec.europa.eu/ploteus/sites/eac-eqf/files/DG%20EAC%20-%20Evaluation%20EQF%20-%20Final%20Report%20-%20Final%20Version.pdf

http://www.cnos-scuola.it/sites/default/files/EQF_en_0.pdf

http://www.redfame.com/journal/index.php/jets/article/viewFile/303/278


Countries

27

Country Type of the

document


national language


English

Availability

LT Resolution Europos Parlamento

rezoliucija „Dėl turistų

lankomiausio žemyno –

Europos (nauja turizmo

politika)“, (2011-09-27,

2010/2206(INI))

European Parliament

resolution of 27 September

2011 on Europe, the world's

No 1 tourist destination – a

new political framework for

tourism in Europe

Available here

LT Resolution Dėl Lietuvos kvalifikacijų

sandaros aprašo


535)

Resolution of the

Government of the Republic

of Lithuania “Approval of the


Framework”

Available here

LT Resolution Dėl sporto, kultūros ir

pramogų paslaugų teikimo ir

vartotojų informavimo,

teikiant šias paslaugas,

taisyklių patvirtinimo“ (2008-

06- 25 Nr. 623)

Resolution of the

Government of the Republic

of Lithuania

“Approval of the rules for

sports, culture and

entertainment services and

consumer information, the

provision of such services”

Available here

IT Resolution CCNL Turismo National working contract of the torurism sector

Available here

Country Type of the

document


national language


English

Availability

LT Methodology Modulinių profesinio mokymo

programų kūrimo metodika,

Kvalifikacijų ir profesinio

mokymo plėtros centras,

2012

Methodology of designing

modular vocational training

curricula.

Available here


programų kūrimo metodika

Methodology of modular

training programs

Available here

LT Methodology Modulinio profesinio mokymo

sistemos koncepcija

The concept of

modularisation in vocational

education and training

system

Available here

http://www.europarl.europa.eu/RegData/seance_pleniere/textes_adoptes/provisoire/2011/09-27/0407/P7_TA-PROV%282011%290407_LT.pdf


http://jonavakksc.lt/wp-content/uploads/2012/03/Del-sporto-kulturos-ir-pramogu-paslaugu-teikimo-ir-vartotoju-informavimo.pdf

http://www.federalberghi.it/ccnl/ccnl.aspx?IDEL=1

http://www.kpmpc.lt/Projektai/Moduliniu%20profesinio%20mokymo%20programu%20kurimo%20metodika.pdf


http://www.kpmpc.lt/Projektai/Modulinio%20PM%20sistemos%20kurimo%20koncepcija.pdf


Countries

28

Country Type of

the

document


national language


English

Availability

LT Law Lietuvos respublikos paslaugų

įstatymas (Žin., 2009-12-15,

Nr. XI-570)

The Law on Services of the


Available here

LT Law Lietuvos Respublikos švietimo

įstatymas

The Law on Education of the


Available here

LT Law Lietuvos Respublikos

profesinio mokymo įstatymas

The Law on Vocational

Education of the Republic of

Lithuania

Available here

LT Law Lietuvos Respublikos Turizmo

įstatymo pakeitimo įstatymas

(2011-06-22 Nr. XI-1496)

The Law on Tourism of the


Available here

IT Law Decreto del Presidente del

Consiglio dei Ministri 25

gennaio 2008 per la

riorganizzazione del sistema

IFTS e costituzione degli ITS

Decree of the President of

the Council of Ministers for

the constitution of ITS

Available here

IT Law DGR 812 del 14/12/2010 Regional Law Available here

IT Law Legge regionale 10 aprile

1995, n. 14

Figura professionale del

Direttore di Albergo.

Integrazione e modifiche alle

leggi regionali n. 13/85 e n.

20/90.

Regional law 10 April 1995

n. 14

Professional role of Director

of Hotel

Available here

Country Type of the

document


national language


English

Availability

LT Classificati

on

Lietuvos profesijų

klasifikatorius

Lithuanian Classifier of

Occupations

Available here

IT Classificati

on

Classificazione internazionale

standard

delle professioni – CITP88

International standard

classification of professions

– CITP88

Available here

IT Classificati

on

Classificazione delle

professioni nel turismo

Profession classification in

the turism sector

Available here

IT Classificati

on

Quadro europeo dei titoli e delle qualifiche

European Qualification

framework

Available here




http://www.spalietuva.lt/wp-content/uploads/2011/09/Turizmo-istatymas.pdf

http://archivio.pubblica.istruzione.it/dg_post_secondaria/ifts_org.shtml#allegati

http://www.indire.it/lucabas/lkmw_file/ITS/DGR812_14_12_2010_individuazione%20ITS.pdf

https://www.google.it/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=0CCYQFjAB&url=http%3A%2F%2Fwww.consiglioregionale.calabria.it%2Fupload%2Ftesticoordinati%2FLEGGE%2520REGIONALE%2520N.14-

http://www.ukmin.lt/web/lt/verslo_aplinka/zmogiskuju_istekliu_pletra/profesiju_klasifikatorius

http://www.collegamenti.org/LearningPlayers/Isco/CITP-88.pdf

http://www.fipe.it/lavoro/ccnl-turismo/archivio/2063-titolo-iii-classificazione-del-personale.html

http://europass.isfol.it/EQF.asp


Countries

29

Country Type of the

document


national language


English

Availability

LT Edict Dėl apgyvendinimo rūšių

aprašo patvirtinimo“ (2011-

11- 21 Nr. V-14)

Edict of the Director of the

State Tourism Department

under the Ministry of

Economy of the Republic of

Lithuania

„Approval of the types of

accommodation“

Available here

LT Edict Dėl valstybinio turizmo

departamento prie ūkio

ministerijos direktoriaus

2003 m. kovo 26 d. įsakymo

Nr. 18-V „Dėl turizmo paslaugų

teikimo sutarties standartinių

sąlygų“ pakeitimo (2011-10-

27 Nr. V-122)





Lithuania

“Standard terms for tourism

services agreement”

Available here

LT Edict Dėl viešbučių ir motelių

klasifikavimo reikalavimų

patvirtinimo“ (2013-02- 28 Nr.

V-50)





Lithuania

“Requirements for approval

for hotels and motels

classification”

Available here

LT Edict Dėl Lietuvos higienos normos

HN 118:2002 „Apgyvendinimo

paslaugų saugos sveikatai

reikalavimai“ patvirtinimo (2003

m. sausio 6 d. Nr. V-2)

Edict of the Minister of Health

of the Republic of Lithuania

“Approval of the requirements

of the Accommodation for

health safety

Available here

LT Edict "Dėl nakvynės ir pusryčių

paslaugos teikimo reikalavimų

patvirtinimo" (2003-03-27 Nr.

27-V)





Lithuania

“Approval of the requirements

for strengthening bed and

breakfast service”

Available here

http://www3.lrs.lt/pls/inter3/dokpaieska.showdoc_l?p_id=412478&p_query=&p_tr2=2

https://www.e-tar.lt/portal/lt/legalAct/631bde105f8411e4bad5c03f56793630

http://www.litlex.lt/scripts/sarasas2.dll?Tekstas=1&Id=153891


http://www.infolex.lt/ta/58271


Countries

30

Country Type of the

document


national language


English

Availability

LT Standards Apgyvendinimo ir maitinimo

profesinis standartas (2014)

Professional standard of the

Republic of Lithuania for

Accommodation and catering

Available here

LT Standards Profesinio rengimo standartai:

S381105- Viešbučio

darbuotojo;

S381201- Kelionių agento;

S381202- Kaimo turizmo

organizatoriaus;

S581204- Kaimo turizmo

vadybininko;

S581101- Viešbučių

vadybininko;

S581205- Turizmo ir

laisvalaikio vadybininko;

S581206- Turizmo

vadybininko;

S581207- Rekreacijos

technologo

VET standards of the

Republic of Lithuania for:

Hotel employee

Travel agent

Rural tourism organizer

Rural tourism manager

Hotel manager

Tourism and leisure

manager

Tourism manager

Recreation technologist

Available here

Country Type of

the

document


national language


English

Availability

IT Profile Tecnico superiore per la

gestione e lo sviluppo delle

strutture e dei servizi turistici

(corso V EQF)

Higher level technician for

the management and

development of the tourist

services and enterprises

Available here

IT Profile Tecnico superiore per la

gestione di strutture turistico-

ricettive

Manager of hospitality

services

Available here

IT Profile Istituti Tecnici Superiori ripartiti

per area tecnologica

Technical Institutes for

technological area

Available here

Country Type of the

document


national language


English

Availability

IT Database Sistema di analisi del mercato

del Lavoro Excelsior

Labour market analysis

system - Excelsior

Available here

http://www.kpmpc.lt/kpmpc/?page_id=1253

http://www.kpmpc.lt/Skelbimai/PDFstandartai/Viesbucio_darbuotojas.LT.3.pdf

http://www.kpmpc.lt/Skelbimai/PDFstandartai/Viesbucio_darbuotojas.LT.3.pdf


http://formazionelavoro.regione.emilia-romagna.it/rete-politecnica/approfondimenti/istituti-tecnici-superiori-its/offerta-formativa-2014-2016/percorsi/tecnico-superiore-per-la-gestione-di-strutture-turistico-ricettive-sede-di-rimini

http://formazionelavoro.regione.emilia-romagna.it/rete-politecnica/approfondimenti/istituti-tecnici-superiori-its/offerta-formativa-2014-2016/percorsi/tecnico-superiore-per-la-gestione-di-strutture-turistico-ricettive-sede-di-rimini

http://ospitiweb2.indire.it/its/tabelle_its12/M12_ITS_1_0_index.html

http://excelsior.unioncamere.net/


Countries

31

Country Type of the

document


national language


English

Availability

IT Agreement Accordo sulla referenziazione

del sistema italiano delle

qualificazioni al quadro

europeo delle qualifiche

Referencing agreement of

the Italian qualification

system to the EQF

Available here

IT Agreement Accordo per la valutazione e il

monitoraggio dei percorsi

degli ITS

Agreement for the evaluation

and monitoring of ITS

Available here

Country Type of

the

document


national language


English

Availability

PT Curriculum Catálogo Nacional de

Qualificações – Técnico/a

Especialista em Gestão

Hoteleira e Alojamento

Training reference level 5,

technician / specialist in

Hospitality Management and

Accommodation

Available here

LT VET

training

programs

Profesinio mokymo

programos:

330081202-Kaimo turizmo

organizatoriaus


organizatoriaus


verslo organizatoriaus

330081204-Kelionių agento

440081204- Kelionių agento

362081201- Kelionių vadovo

265081201-Poilsio kaime

(kaimo turizmo)

organizatoriaus

261081201-Poilsio kaime

(kaimo turizmo) organizavimo

330081205-Poilsio paslaugų

agento

Vocational training programs

(IV level):

Rural tourism organizer

Rural tourism business

organizer

Travel agent

Travel guide

Organizer of the rest of the

village (rural tourism)

Leisure service agent

Hotel employee

Available here

http://www.flcgil.it/files/pdf/20121228/accordo-conferenza-unificata-del-20-dicembre-2012-primo-rapporto-eqf.pdf

http://www.istruzione.it/allegati/2014/Accordo_Monitoraggio_e_valutazione_ITS050814.pdf

http://www.catalogo.anqep.gov.pt/Qualificacoes/Referenciais/679



Countries

32

440081205- Poilsio paslaugų

agento

320081201- Viešbučio

darbuotojo

330081203- Viešbučio

darbuotojo

440081203-Viešbučio

darbuotojo

LT HE

programs

Aukštojo mokslo studijų

programos:

612N80001-Rekreacija ir

turizmas

612N80002-Kultūros paveldas

ir turizmas

612N87001-Sportinė

rekreacija ir turizmas

621N80001-Rekreacijos ir

turizmo vadyba

621N80002-Tarptautinių

turizmo renginių vadyba

653N80001- Kaimo turizmo

vadyba

653N80002- Turizmo

administravimas

653N80003-Turizmo ir

laisvalaikio vadyba


viešbučių verslas

653N80005-Rekreacijos ir

turizmo verslo vadyba

653N80006-Ekoturizmas


laisvalaikio vadyba

653N80008-Turizmas ir

viešbučiai

653N80009-Svetingumo ir

renginių industrija

653N80011-Svetingumo

vadyba


Higher education study

programs (VI level):

Recreation and tourism

Cultural heritage and tourism

Sports Recreation and

Tourism

Recreation and Tourism

Management

Rural Tourism Management

International tourism event

management

Tourism administration

Tourism and Leisure

Management

Tourism and hotel business

Recreation and tourism

business management

Ecotourism

Tourism and Hospitality

Hospitality and events

industry

Hospitality Management

Tourism and Hotel

Administration

Sports and Entertainment

Management

Available here

http://www.aikos.smm.lt/Registrai/Studiju-programos/_layouts/15/Asw.Aikos.RegisterSearch/ObjectFormResult.aspx?o=PROG&f=Prog&key=4168&pt=of&ctx_sr=NOAJZ8Kgp7rQy5e34aTmdDoVpQI%3d

http://www.aikos.smm.lt/Registrai/Studiju-programos/_layouts/15/Asw.Aikos.RegisterSearch/ObjectFormResult.aspx?o=PROG&f=Prog&key=4168&pt=of&ctx_sr=NOAJZ8Kgp7rQy5e34aTmdDoVpQI%3d

http://www.aikos.smm.lt/Puslapiai/Pradinis.aspx


Countries

33

viešbučių administravimas

653N83002- Turizmas ir

svetingumas

653N83003-Turizmo

administravimas

653N83004-Turizmo

administravimas


viešbučių administravimas

653N87001-Sporto ir pramogų

vadyba

IT Training

program

Fondazione - Istituto Tecnico

Superiore Tecnologie

Innovative per i Beni e le

attività Culturali – Turismo e

benessere

Programme for trianing

course under the framework

of 5th level EQF

Available here

IT Training

program

Corso “Tecnico superiore per

la gestione di strutture e

servizi turistici“ Liv. EQF5 –

sede di Bardolino (VR)

Course for "Tecnico superiore

for Management of structures

and tourism services" LIV.

EQF5 - Bardolino (VR)

Available here

IT Training

program

Alta formazione per

l’Hospitality Management

Titolo rilasciato: previo esame

finale, Diploma Statale di

Tecnico Superiore,

corrispondente al 5° livello

EQF

Fondazione Istituto Tecnico

Superiore per il Turismo

Jesolo (VE)

Advanced Training for the


Title issued: after a final

exam, the diploma of “tecnico

superiore”, corresponding to

level 5 EQF (European

Qualification Framework).

Available here

IT Training

program

Alta formazione per

l’Hospitality Management

Titolo rilasciato: previo esame

finale, Diploma Statale di

Tecnico Superiore,

corrispondente al 5° livello

EQF (European Qualification

Framework).

Fondazione Istituto Tecnico

Superiore per il Turismo

Advanced Training for the



exam, the diploma of “tecnico

superiore”, corresponding to

level 5 EQF

Available here

http://www.its-rimini-turismoebenessere.it/tecnico-superiore-per-la-gestione-di-strutture-turistico-ricettive/

http://www.enaip.veneto.it/index.php/corsi-dolo/1194-avviso-di-selezione-per-la-partecipazione-al-corso-per-tecnico-superiore-per-la-gestione-di-strutture-e-servizi-turistici-liv-eqf5-34554265

http://www.enaip.veneto.it/index.php/enaiplab/45-dopo-la-maturita-una-nuova-alternativa-una-scuola-di-alta-formazione-per-lhospitality-management

http://www.enaip.veneto.it/index.php/enaiplab/45-dopo-la-maturita-una-nuova-alternativa-una-scuola-di-alta-formazione-per-lhospitality-management


Countries

34

Jesolo (VE)

IT Training

program

Tecnologie di ricezione

(Hospitality Manager. Gestione

manageriale alberghiera: le

leve operative), ANCONA (AN)

Reception technologies

(Hospitality Manager. Hotel

management: operational

levers), Ancona (AN)

Available here

IT Training

program

Tecnico superiore per la

gestione e lo sviluppo delle

strutture e dei servizi turistici,

Venezia. Titolo rilasciato:

previo esame finale, del

diploma statale di Tecnico

Superiore, corrispondente al

5° livello EQF

Diploma of “tecnico superior”

for Management and

development of structures

and tourism services, Venice.


exam, the diploma of tecnico

superiore, corresponding to

level 5 EQF

Available here

IT Training

program

Corso di tecnico superiore per

l’approvvigionamento

energetico e la costruzione di

impianti. Il corso, programmato

dalla Regione Calabria e

finanziato dal Ministero per

l’Istruzione, l’Università e la

Ricerca, permetterà a un

gruppo di diplomati di divenire

i primi “Tecnici Superiori”.

Diploma of tecnico superiore

for Energy supply and

construction of systems. The

course is planned by the

Region of Calabria and

funded by the Ministry for

Education, University and

Research

Available here

IT Training

program

Professionisti in nuove

tecnologie per Progettazione

Design Marketing 2014-2016

Corso finanziato dal Ministero

della Istruzione, dell’Università

e della Ricerca e dalla

Regione Marche, riconosciuto

a livello Europeo – 5° Livello

EQF

Professionals in new

technologies for Planning

Design Marketing 2014-2016

Course financed by the

Ministry of Education,

University and Research and

the Marche Region,

recognized in Europe - 5th

Level EQF

Available here

http://www.mastersida.com/wp-content/uploads/2014/09/2-Locandina-A4-turismo-Civitanova.pdf

http://www.provincia.venezia.it/notizie/tecnico-superiore-la-gestione-e-lo-sviluppo-delle-strutture-e-dei-servizi-turistici.html

http://www.comesitalia.net/index.php?p=corso&c=17

http://www.itsrecanati.it/professionisti-in-nuove-tecnologie-per-progettazione-design_marketing/


Countries

35

Country Type of

the

document


national language


English

Availability

IT Regional

Pilot

Project

Progetto n. 2014-2919/RER

approvato con delibera di

giunta regionale n. 924/2014

finanziato dal Fondo Sociale

Europeo, Ministero

dell’Istruzione, Università e

Ricerca e Regione Emilia

Romagna

Project of the Region Emilia

Romagna

Available here

IT Plan Piano Triennale Per La

Costituzione Dei Politecnico –

Professionali Della Regione

Calabria (2013 – 2015)

Three years plan for

constitution of technical –

professional poles in

Calabria Region (2013 -

2015)

Available here

IT Training

Handbook

Manuale per la formazione di:

AGENTI SPEDIZIONIERI

(o Pianificatori di trasporti

multimodali) e operatori di

magazzino

Training

Handbook, FREIGHT

FORWARDING AGENT

and WAREHOUSE

OPERATOR under the

framework of the project

“Certification for Employment

in Transport And Logistics In

Europe”

Available here

http://www.bollettinodellavoro.it/pagina_master.php?codann=0000001439&codaz=0000000283&campo=master

http://www.regione.calabria.it/istruzione/allegati/piano_triennale_per_la_costituzione_dei_poli_tecnico_-_professionali_della_regione_calabria.pdf

http://www.logisticsqualifications.eu/wp-content/uploads/2013/05/CENTRAL_WP4_handbook_ITALIANO_revJO.pdf


Countries

36

B 2.3 Fashion shop designer

Documents related to the occupation “fashion shop designer” were collected from Lithuania

and Portugal. According to the type of documents Law prevail in Portugal, Edict prevail in

Lithuania.

B 2.3.1 Fashion shop designer – Summary of the documents

Country Type of the

document


national language


in English

Availability

PT Curriculum Catálogo Nacional de

Qualificações – Técnico

Especialista em Comércio de

Moda

Training reference Level

5, technician/ specialist

fashion trade

Available here

PT Curriculum Curso de Formação Técnico

de Vitrinismo

Training reference level

4, technical/ window

dressing

Available here

Country Type of the

document


national language


in English

Availability

PT Law Portaria n.º 782/2009 de 23

de Julho

Level V law Available here

PT Law Decreto-Lei n.º 42/2005, de

22 Fevereiro


PT Law Decreto-Lei n.º 88/2006, de

23 de Maio


LT Law Dizaino įstatymas

(Data: 2012-11-08, numeris:

IX-1181)

Law on Design Available here




Education of the


Available here

Country Type of the

document


national language


in English

Availability

LT Database Aikos informacinė sistema

Interjero apdailos atlikėjo

AIKOS information


Available here

http://www.catalogo.anqep.gov.pt/Qualificacoes/Referenciais/690

http://portal.iefp.pt/xeobd/attachfileu.jsp?look_parentBoui=39854016&att_display=n&att_download=y

http://www.dges.mctes.pt/NR/rdonlyres/BA4CD986-0385-4DAC-BB19-EC8092BA3E6D/5154/Portaria7822012.pdf

http://www.dges.mctes.pt/NR/rdonlyres/BA4CD986-0385-4DAC-BB19-EC8092BA3E6D/398/DL422005.pdf

http://www.dges.mctes.pt/NR/rdonlyres/BA4CD986-0385-4DAC-BB19-EC8092BA3E6D/399/DL88_2006.pdf

http://www3.lrs.lt/pls/inter3/dokpaieska.showdoc_l?p_id=438049&p_query=dizaineris&p_tr2=2


http://www.aikos.smm.lt/Registrai/_layouts/15/Asw.Aikos.RegisterSearch/ObjectFormResult.aspx?o=PROG&f=Prog&key=2406&pt=of&ctx_sr=za5dHDvp0IGJ2%2fD6Fkt7rIse6a8%3d


Countries

37

mokymo programa Interior Decorator

training programme


Vizualinis dizainas

AIKOS information


Visual Design study

programme

Available here


Aprangos dizainas ir

technologijos

AIKOS information


Clothing Design and

Technology

Available here


Aplinkos objektų dizainas

AIKOS information


Design of Environmental

Objects study

programme

Available here


Įvaizdžio dizainas

Law on Design Available here


Vizualinis dizainas ir medijos

AIKOS information


Visual Design and

Media study programme

Available here

Country Type of the

document


national language


in English

Availability

LT Resolution Dėl Lietuvos kvalifikacijų

sandaros aprašo


535)

Resolution of the

Government of the


“Approval of the


Framework”

Available here

Country Type of the

document


national language


in English

Availability

LT Edict Dėl Valstybinio patentų biuro

direktoriaus 2008 m. rugsėjo

25 d. įsakymo Nr. 3R-72 "Dėl

Hagos susitarimo dėl

pramoninio dizaino

tarptautinės registracijos

Edict of the Director of

National patent office

“Industrial design

international

registration”

Available here









Countries

38

Ženevos akto įgyvendinimo"

pakeitimo

Country Type of the

document


national language


in English

Availability

LT Methodology Modulinių profesinio

mokymo programų kūrimo

metodika

Modulinių profesinio

mokymo programų

kūrimo metodika

Available here

Country Type of the

document


national language


in English

Availability

LT Report Lietuvos kvalifikacijų

sandaros susiejimo su

Europos mokymosi visą

gyvenimą kvalifikacijų

sandara ir Europos aukštojo

mokslo erdvės kvalifikacijų

sandara. Ataskaita (2012)



linking with European

lifelong learning

qualification framework

and European high

education area’s


Available here


sistemos ir europos

kvalifikacijų sąrangos

sąsajos. Tyrimo ataskaita,

2011


qualifications system

and European

qualifications

framework.

Available here

Country Type of the

document


national language


in English

Availability

LT Classification Lietuvos profesijų

klasifikatorius


Occupations

Available here

Country Type of the

document


national language


in English

Availability

PT Training

course

Site Direção Geral do Ensino

Superior – Oferta formativa

nível 5 em Portugal

Training courses

available in Portugal –

Level V

Available here

Country Type of the

document


national language


in English

Availability





http://www.dges.mctes.pt/DGES/pt/OfertaFormativa/CET/CETS+no+Ensino+Superior.htm


Countries

39

PT Application

process

Como instruir e apresentar

um pedido de criação e

autorização de

funcionamento dos cursos de

nível 5

Application process for

the authorization of

courses

– level 5 in PT

Available here

Country Type of the

document


national language


in English

Availability

PT Guidelines Comissão técnica para a

formação tecnológica pós-

secundária

Technical commission

for technological

education after high

school - guidelines

Available here

Country Type of the

document


national language


in English

Availability

PT Qualification

level

Report on the Referencing of

the National Qualifications

Framework to the European

Qualifications Framework

Report on the

Referencing of the

National Qualifications

Framework to the

European Qualifications

Framework

Available here

https://www.iefp.pt/cursos-de-especializacao-tecnologica-cet

http://www.dges.mctes.pt/DGES/pt/Instituicoes/InstrucaoProcessos/CET/Comiss%C3%A3o+T%C3%A9cnica/


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40

B 2.4 Florist manager

Documents related to the occupation “Florits manager” were collected from Lithuania and

Germany. The documents consist of reports, study programs, methodologies, VET programs

and laws.

B 2.4.1 Florist manager – Summary of the documents

Country Type of the

document


national language


in English

Availability

LT Study

programme

IV lygio - Floristo mokymo

programa (440021513)

IV level - Program of

Floristy

(440021513)

Available here

LT Study

programme

VI lygio – Įstaigų ir įmonių

administravimo programa

VI level – Program of

office administration

Available here

GER Curriculum Rahmenlehrplan für den

Ausbildungsberuf

Florist/Floristin

General curriculum for

vocational education of

florists

Available here

Country Type of the

document


national language


in English

Availability


sandaros susiejimo su

Europos mokymosi visą

gyvenimą kvalifikacijų

sandara ir Europos aukštojo

mokslo erdvės kvalifikacijų

sandara. Ataskaita (2012)



linking with European

lifelong learning

qualification framework

and European high

education area’s


Available here


sistemos ir europos

kvalifikacijų sąrangos

sąsajos. Tyrimo ataskaita,

2011


qualifications system

and European

qualifications

framework. Survey

report.

Available here

http://www.kpmpc.lt/kpmpc/wp-content/uploads/programos/MENAS/215%20Dailieji%20amatai/Floristo/floristo_KaunoPVDPRC_2009-06-30_440.pdf

http://www.kaunokolegija.lt/stojantiesiems/studiju-programos/socialiniu-mokslu-studiju-sritis/istaigu-ir-imoniu-administravimas/

http://www.kmk.org/fileadmin/pdf/Bildung/BeruflicheBildung/rlp/Florist96-11-21.pdf




Countries

41

Country Type of the

document


national language


in English

Availability

LT Law Lietuvos respublikos

paslaugų įstatymas (Žin.,

2009-12-15, Nr. XI-570)

The Law on Services of

the Republic of

Lithuania.

Available here


švietimo įstatymas

The Law on Education

of the Republic of

Lithuania.

Available here




Education of the

Republic of Lithuania.

Available here

GER Law Berufsbildungsgesetz BBiG Law of vocational

education

Available here

Country Type of the

document


national language


in English

Availability

LT Description Lietuvos kvalifikacijų

sandaros aprašas

The Law on Services of

the Republic of

Lithuania.

Available here

Country Type of the

document


national language


in English

Availability


programų kūrimo metodika,

Kvalifikacijų ir profesinio

mokymo plėtros centras,

2012

Method of designing

modular vocational

training curricula.

Available here

Country Type of the

document


national language


in English

Availability

LT Methodical

Journal

Modulinio profesinio mokymo

sistemos koncepcija

The concept of

modularisation in

vocational education

and training system

Available here

Country Type of the

document


national language


in English

Availability

GER Regulation FloristAusbV - Verordnung

über die Berufsausbildung

Regulation of vocational

education for florists

Available here




http://www.gesetze-im-internet.de/bbig_2005/index.html



http://www.kpmpc.lt/Projektai/Modulinio%20PM%20sistemos%20kurimo%20koncepcija.pdf

http://www.gesetze-im-internet.de/bundesrecht/floristausbv/gesamt.pdf


Countries

42

zum Floristen/zur Floristin

Country Type of the

document


national language


in English

Availability

LT Classifier Lietuvos profesijų

klasifikatorius


Occupations

Available here

Country Type of the

document


national language


in English

Availability

LT Resolution „Dėl Lietuvos kvalifikacijų

sandaros aprašo


535)

Resolution of the

Government of the


“Approval of the


Framework”

Available here




Countries

43

B 3 Organisation of the group of experts of identified occupations for carrying out the

analysis of occupations

B 3.1 Paramedics

The research group identified among associations and nonprofit entities profit oriented

private enterprises whose experts will analyse the occupations. The group of experts are

namely:

Identified experts in Lithuania

Type of organization Occupation of the

expert

Position of the expert in

the organization

Size of the

organization

Association (Association of

Lithuanian Emergency

Medical Service Providers)

Physician Chairman of the board 47 providers of

Emergency

medical service

Private enterprise, profit

oriented (Ambulance

station “Ambulansas”)

Physician Director for medicine 53 employees

Private enterprise, profit

oriented (Ambulance

station “Ambulansas”)

Doctor’s assistance Director for quality 53 employees

Association (Paramedic

Association of Lithuanian)

Paramedic President 127 members

Public entity, no profit

(Public institution Kaunas

Emergency Medical

Service Station of Kaunas

Doctor’s assistance Specialist of emergency

medical service

312 employees

Identified experts in Germany


expert

Position of the expert in

the organization

Size of the

organization

Non profit, (Johanniter

Akademie -Bildungsinstitut

Mitteldeutschland)

Paramedic and

Teacher

Teacher Over 2.000

employees


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44

B 3.2 Administrator for hospitality services

The research group identified among hotels also restaurants whose experts will analyse the

occupations. The group of experts are namely:



expert

Position of the expert

in the organization

Size of the

organization

JSC holiday home „Baltija“ Resort business

Management

Hotel manager 40 employees

Shakespeare boutique

hotel

Business Management Marketing Director 36 employees

Restaurant "Medziotoju

uzeiga”

Business Management Director 39 employees

Best Baltic Palanga Resort business

Management

Director 88 employees

Travel agency Glotera Business Management Director 21 employees

Identified experts in Portugal


expert


in the organization

Size of the

organization

Hotel do Parque Hotel Management Hotel Manager /

Director

16 employees

Axis Ponte de Lime Golf

Resort Hotel

Hotel Management Hotel Director 25 employees

Restaurante “Novo

Horizonte”

Business Management Manager 12 employees

Hotel Axis Viana do

Castelo

Hotel Management Hotel Director 22 employees

Travel agency Top

Atlântico

Travel Management Manager 88 employees


Countries

45

Identified experts in Italy (Veneto Region)

Type of organization Occupation of the expert Position of the

expert in the

organization

Size of the

organization

Enterprise profit oriented

Macola Carla

http://www.santangelo.it/

Owner General Manager SMI (less than 50

employee)

CESCOT VENETO

Association of enterprises

in the tourism sector

Danilo Lunardelli

President More than 100

employee

EBT VENETO – represents

trade unions and

enterprises organisations –

Simone Domenico

Director SMI (less than 50

employee)

FISASCAT – company

owning three hotels

Stevanin Andrea

Owner General Manager More than 200

employee

CISL VENETO – trade

union of the tourism sector

– Ponzio Elisa

Responsible for PR More than 100

employee

Identified experts in Italy (Calabria Region)


expert

Position of the

expert in the

organization

Size of the

organization

Associations, Trade Unions, cooperatives

Confesercenti Cosenza –

Association of SMEs working in

the sector of tourism

Member of

Association

General

Director

Unites numerous

SMEs in Southern

Italy

CONFCOMMERCIO Cosenza -

Association of SMEs working in

the sector of tourism

Member of

Association

General

Director

Unites numerous

SMEs in Cosenza

COSENZA - CONFINDUSTRIA

COSENZA – Association of local

industries

Member of

Association

General

Director

Unites numerous

SMEs in Cosenza

Sindacato Provinciale Alberghi

Cosenza – Trade Union of Hotel

owners of Cosenza

Member of Trade

union

General

Director

Protects rights of

numerous (more than

500 hotels) owners of

http://www.santangelo.it/


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46

hotels in Cosenza

Province

Isca Hotels – Albergatori Associati

Sud Tirreno Cosentino –

Association ISCA HOTELS of

Southern Tyrrhenian coast

Member of

Association

General

Director

Association of hotels

(about 300) situated

on Thyrreanean cost

A.M.I.R.A. sezione Cosenza-

Sila - Associazione Maitres

italiani ristoranti e alberghi –

Association of Maitres of Italian

restaurants and hotels form

Cosenza – Sila area

Member of

Association

General

Director

Association which

unites about 100 local

Maitres working in the

area of Cosenza - Sila

UNIONE REGIONALE

ALBERGATORI CALABRESI –

Regional Union of Calabrian Hotel

owners

Member of union Director Union of nearly 700

hotels

Federalberghi Calabria –

Association of Calabrian hotels

Member of

Association

Administrative

staff

Union of about 400

hotels in Calabria

region

Assohotel Cosenza, Associazione

Italiana Imprenditori d’Albergo –

Association of Italian

Entrepreuners of hotel sector

Member of

Association

Administrative

staff,

entrepreuner

Union of about 300

young entrepreuners

of hotel sector


Type of organization Occupation

of the expert

Position of the expert in the

organization

Size of the

organization

Trainers

Trainers of Istituto Professionale

Alberghiero

Trainer Teaching in VET school

catering speciality


Alberghiero


service at restaurant speciality


Alberghiero


hospitality service, the

management and

communication

Professor of Calabria University

Unical, Department of Tourism

science

Professor,

trainer

Teaching administration nad

monitoring of hospitality

service companies in the

courses of IFTS “Tecnico


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47

Superiore per l’assistenza alla

direzione di strutture ricettive”



science

Professor,

trainer

Teaching marketing of

enterprises working in sector

of tourism and hospitality

services



science

Professor,

trainer

Teaching Economics and

Management of Enterprises

working in the tourism sector


Unical, Department of Economics

Professor,

trainer

Teaching Management of

Tourism in courses

"Management of Tourism and

residencial tourism"


Type of organization Occupation of the expert Position of the expert in

the organization

Size of the

organization

Enterprises, SMEs, hotels, employees - implementing daily activities in hospitality service

Hotel San Francesco Management and

administration


Hotel San Francesco Management, catering Responsible restaurant -

Hotel San Francesco Responsible booking,

check in/ check out

Receptionist -

Hotel San Francesco Catering service Chef -

Villa Fabiano Club Beauty

& Spa

Management and

administration



& Spa

Management, catering Responsible restaurant -


& Spa

Beautician

Responsible SPA and

body treatments area

-

B&B Villa Guido Management and

administration

Owner, director 2 employees

Hotel EUROPA Management and

administration


Hotel EUROPA Management, catering Responsible restaurant -

ITALIANA HOTELS and

HOME CLUB

RESIDENCE

Management and

administration



Countries

48


The research group identified experts from public non-profit institutions as well as from

private enterprises. The group of experts are namely:



expert


in the organization

Size of the

organization

N/A Designer, Image

Developer

employment under

individual

performance

certificate

N/A

Public non-profit institution “

Tekstilinkų ir dailininkų

gildija”

Textile artist Director 30 employees

Private enterprise “LTM

Garmenta”

Clothing Fashion

Engineer Constructor-designer 42 employees

UAB “Sirena” Dresser Director 15 employees

Private enterprise

“Medžiotojų užeiga” Image Developer Director 38 employees

Identified experts in Portugal


expert

Position of the expert in the

organization

Size of the

organization

N/A Clothing Fashion

Engineer

employment under individual

performance certificate N/A

TCO Management Director 23 employees

Springfield Management Store Manager 10 employees

Cortefiel Group Human Resources

Management HR technician 20 employees

N/A Fashion Marketing employment under individual

performance certificate N/A


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49

B 3.4 Florist Manager

The research group identified sole proprietors as well as representatives of private

enterprises and educational institution as experts for the work process analysis. The group of

experts are namely:



expert


in the organization

Size of the

organization

Private enterprise „LinArt“ Florist Director 7 employees

Sole proprietorship ”Ritos

gėlės”

Florist Owner 5 employees

Florist design enterprise

“Ant ribos”

Florist Head florist 5 employees

Sole proprietorship “Isdeco” Florist Florist 2 employees

Private enterprise “Gėlių

sala”

Manager Head 15 employees

Private enterprise “Tik

gėlės”

Manager Director 10 employees

Private enterprise “Tik

gėlės”

Florist Florist 10 employees

Identified experts in Germany


expert


in the organization

Size of the

organization

non-profit education

institution

florist with master

craftman´s diploma Trainer 60 employees


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50

B 4 Analysis of occupations by applying focus group method and collecting the

information on the work processes

B 4.1 Paramedics

Main outcomes of the focus group in Lithuania

1. Possible employers have been discussed (ambulance stations, emergency departments,

intensive care departments, non-profit organizations: the Samaritan Community, the Red

Cross Society, etc.).

2. Core work processes have been discussed (communication and cooperation; driving a

special purpose vehicle; emergency aid organization, emergency assistance, patient

counseling and application of preventive medical measures).

3. Competences have been described (social, organizational, professional, technical,

information technologies, linguistic).

Main outcomes of the focus group in Germany

The Paramedic law aims for the education are defined. With the focus group, training objectives

have been analysed. The educational objectives reflect the worker processes. In all targets, the

core work processes are found again. Thus, the group defines the training objectives according to

core work processes.


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51

B 4.2 Administration of hospitality services


During the focus group meeting the experts have listed the main work processes of Administrator of

Hospitality service:

1. Preparation for the work

2. Receiving guests

3. The main tourist services: accommodation and catering

4. Additional tourism services: active and passive recreation services

5. Completion of work and transfer of work

The following competencies are attributable to the listed work processes:

1.1. Develop a plan of work, divide work in accordance with priorities

1.2. Prepare service packages intended to recreation

2.1. Welcome and see off guests

2.2. Collect information on the needs of holidaymakers

2.3. Evaluate recreation opportunities

2.4. Provide information to guests on accommodation services, places of interest in a city,

events and landmarks the guests intend to visit

2.5. Inform customers and service providers about new recreation services and their

effectiveness

2.6. Coordinate the work of foyer / hall staff

2.7. Help to address a variety of issues raised

2.8. Manage recreation service / product sales documents

2.9. Control the quality of service provided by the companies which have concluded the contract

3.1. Organize and manage guest accommodation at a hotel, guesthouse or other company

providing accommodation services

3.2. Accept, coordinate and confirm hotel service bookings

3.3. Properly and efficiently enter and update booking service data in a computerized hotel

management system

3.4. Coordinate booking details with other services of a hotel

3.5. Prepare and share information about the arriving guests and their requests with other hotel

service departments as well as prepare reports on service orders

3.6. Organize and manage catering in a hotel, guest house or other company providing catering

services

3.7. Coordinate the work of waiters and bartenders

3.8. Prepare gastronomic products and simple dishes for breakfast

3.9. Lay the table


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52

3.10. Serve dishes and drinks

3.11. Cater for various events, conferences and meetings

3.12. Serve guests in rooms

3.13. Assess the possibilities to provide the accommodation and food package services in a

resort

3.14. Familiarize with the principles of preparing a quotation, personal finance management and

budget

3.15. Develop accommodation and catering service marketing project

4.1. Analyse the demand for organized tourism and leisure activities

4.2. Apply tourism information technology systems

4.3. Organize and administer the entertainment of guests in a hotel or select offers from the

companies offering similar type of service

4.4. Organize and administer the services of a healthy lifestyle

4.5. Prepare individual hospitality packages on request of guests

4.6. Develop sustainable tourism packages (product development, product design development,

product sales and feedback assessment)

4.7. Develop a marketing project for additional tourism services

4.8. Select the basic legal documents regulating the content of leisure services

5.1. Consolidate and summarize knowledge and skills

5.2. Assess /self- assess the acquired competence in terms of values

Main outcomes of the focus group in Italy (Veneto Region)

We held our focus group on the 19th January with the presence of five guest representing the

tourism sector in Veneto Region.

The focus group consists of following experts:

There were owners (Hotel and Tourism village) of the tourism business

Representative of the trade unions

Representative of association of entrepreneurs.

From CNOS were participating to the meeting the General Manager of CNOS (Ruggero

Segatto), Francesco Majorana (by videoconference as coordinator of the

EUROPARTNERSS project), Elisabetta Lamon (responsible for the work placement

project), and Gianfranco Zotta (project planner of CNOS Veneto).

At the beginning of the meeting, leaded by Elisabetta Lamon, Ruggero Segatto and Francesco

Majorana briefly presented the EUROPARTNERSS project underlining the importance of the

meeting for the future of the project itself. Then a presentation of each of the participants occurred


Countries

53

in which each person presented her/himself, the occupation, the experience in the tourism sector.

Each of the participants already received a draft of the different points to be discussed during the

focus group in order to feel comfortable with the content and also to arrive in some way prepared

having the time to think about the different topics. Elisabetta presented the Italian situation about

the V EQF level showing that in Italy, contrary to other countries in Europe, there are really few

experiences and Institutions offering this kind of training. All the participants agreed on the fact that

there is a strong need in the tourism sector of well prepared high level staff.

We then started to introduce the “Administrator of hospitality services“ as professional profile asking

our guests to give some hints about the characteristics of this profile. The discussion was very deep

and interesting and, at the end, we agreed on the following definition established by the Veneto

Region:

1. Management and Responsibility:

The Administrator of hospitality services ensures proper management of the hospitality

service and is responsible for the proper implementation of the policy established by the

owner;

2. Market, competitor and needs analysis:

she/he analyses and interprets the market, the competitors and the needs of the possible

groups of customers

3. Marketing and Promotion:

she/he defines and implements the marketing and promotion actions;

4. Budgeting

She/he defines and oversees the company budgets;

5. Human Resource Management

She/he manages the staff, following the rules defined in the national collective work

contract, defining the organizational structure of the company;

6. Quality assurance:

she/he defines and coordinates a plan for the improvement of the quality of services offered

as well as monitors the application of the safety rules.

Elisabetta then asked which where the core work processes and the related core competencies (the

results of this part are reported in 01.4_Core final work processes). The discussion, as very often

happens in Italy, was quite animated, everyone participated actively and the result was a two entry

table in which it was easy to list the core work processes and for each of them the related

competence.

Main outcomes of the focus group in Italy (Calabria Region)

The main findings about the method itself:


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54

- Focus group method functions well and is informative during internal companies’ meetings. But

when it comes to gather busy people all together it becomes very difficult and requires time

resources. The best way would be individual short face-to-face meetings or even better sending

questionnaires in an online version (due to the budget limits). The majority part of respondents

did not answer due to the lack of time, due to the flow of work, etc.

- Special institutions responsible for training need analyses are situated in Italy (which usually

collect information from the employers to analyze and study the training needs, they collect

information regularly so they have a long-term information and they have more informative

studies). If we want this analyze to be qualitative, we need to collect as much information as

possible. The information at national, regional or local level could be collected and analyzed – a

short (because the lack of time/budget) Desk Research on training needs.

Outcomes from short meetings with experts:

- More transversal competences are required, as usually they are not included in the training

programmes but of which the majority part of future workers/ employees are in lack of.

- There is the need of so called intermediate competencies: a middle way between technical

competences and commercial ones.

- There is a requirement from the part of the labor market to have employees of our analyzed

occupation who would have a level of medium-high preparation: able to organize, to plan, to

implement commercial and marketing activities and be able to use innovative ICT tools.

Unfortunately the VET schools, universities they do not prepare well because the required

professional figures are complex and multidisciplinary.

- The main aspects the SMEs are missing from employees which they would like to be improved:

lack of real professional experience, lack of people with necessary skills, lack of willingness to

improve and develop proper competencies, lack of adaptability and flexibility.

Majority part of SMEs would prefer future workers who are more oriented towards labor market and

would be able to increase the competitiveness of enterprises.

Main outcomes of the focus group in Portugal

The focus group consists of five people:

- Paulo Pedra – Hotel Manager

- Cristina Miranda- Hotel Management Technician;

- Francisco Silva – Hotel Director

- Marco Novo – Hotel Management Technician;

- Anonymous - Restaurant Manager

Experts of the focus group responded to a questionnaire sent by e-mail, based on their experience

in the fields of hospitality service.


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55

The experts were asked the following questions:

1. Identification data:

1.1 Function;

1.2. Work Experience (Duration);

1.3 Qualifications

2. Complete the following sentence : " The hospitality service administrator is the professional ... "

3. List the personal skills necessary for practicing the profession of a hospitality service

administrator.

4. Identify the main technical professional skills necessary for practicing the profession of a

hospitality service administrator.

5. Point out the main tasks included under the profession of a hospitality service administrator.

6. Indicate the work tools you consider fundamental to the profession of a hospitality service

administrator.

7. What are the labour relations of a hospitality service administrator? List the internal and external

stakeholder.

8. Indicate how to monitor and evaluate the work of a hospitality service administrator (who, when

and how).

After each expert submitted their opinions, we can conclude the following statements:

First of all, it is important to characterize the experts profile, where the professional experience goes

from 18 months to 29 years of work experience. As for qualification level, 3 have high education

degrees in tourism and marketing fields, 1 has secondary level education and the most experienced

has 9th grade education.

In order to simplify the answers of each expert, we have grouped the answers and come to the

following information:

2. The hospitality service administrator is the professional:

- Has the absolute responsibility of all that goes on in the unit managing.

- Who must have the ability to define markets, qualify them, measure them , and understand

them in order to provide them with adequate tourism , creating and perpetuating relationships with

customers and thus allowing the support and sustainability of their business.

- Provides technical services to hospitality or catering, looking for maximum customer

satisfaction.

3. Personal skills for hospitality service administrator:

- Responsibility; good presentation ; good public relations; versatility ; curiosity; empathy;

listening skills; pro activity ; ability to work in group; prioritization capability; patience; creativity

.resistance to pressure , perseverance , detachment in hours considered normal , sympathy;

education ; heads up; responsibility;


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4. Technical-professional skills for hospitality service administrator:

- Knowledge of the area of hospitality in its various forms ( restoration, front-office , floors ,

etc. ); knowledge in human resource management; knowledge of computer programs related to

hospitality; mastery of at least two foreign languages (English and another one); knowledge in the

fields of geography, economy , tourism and marketing; good time management skills;

entrepreneurship; good business vision; good communication ; creativity; knowledge of foreign

languages; teamwork ; stress resistance ; organization.

5. Main tasks of a hospitality service administrator:

- Ensure full operation in the hotel unit, mediate conflicts and their solution , available

anytime;

- Market definition, establishment of partnerships with other tourism product suppliers,

positioning the tourism product, creation of tourism products.

- Definition of communication strategies and their implementation and monitoring.

- Contact with tourists.

- Analysis of statistical own business and external data.

- Management - stocks and costs, inventory rooms and therefore yield management.

- Marketing - creation and consolidation of offer ;

- Human resources and public relations (also with the internal );

- Reception and referral of clients;

- Service and registration of customer orders ;

- Organization and preparation of sittings;

- Run customer orders.

6. Tools:

- Smartphone, laptop, Statistical studies, MS Office (PowerPoint, Access, Excel and Word);.

Email tools (gmail and outlook) .

7. Labour Relations:

- Work relations with all employees without exception.

- Communication channels with head chefs of different departments, through daily briefings,

if possible.

- All customers from those attending the hospitality and tour and travel operators.

- Administration, cleaning services, preparation and serving of meals and reception.

- Other suppliers of tourism products , local authorities and tourism associations."

8. Supervision Process

- The results are the perfect barometer for any kind of evaluation, not only financial but also

the satisfaction of customers and employees. This review should be made by the owner or

administrator, usually at the end of each calendar year or the last "season", if applicable. So if there


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is something to correct there will be more time to do so.

- Supervision is reported to management. The rating is measured as a function of customer

satisfaction, important to monitor reviews on Tripadvisor and Booking (most important). Billing data,

customer feedback on the site. The rating is constant and each time is liable to be evaluated, since

experience the tourist human contact has a very strong component.

- Mostly is (or should) be the customer / guest. Results are who predict success.

- Supervision is done every day by the superiors and customers.

- Supervision is measured by the satisfaction / complaints from customers.


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Jolanta Šmidtienė - a textile artist, the director of the guild Galerija Balta ;

Sonata Miliauskaitė - a fashion engineer;

Liubovė Čaplikienė - a designer/image designer

Irena Serapinienė - a leather designer, the director of UAB Sirena;

Sigita Mačiulaitienė - an image designer, the director of the restaurant Medžiotojų užeiga;

The focus group had a meeting which lasted for almost three hours. Three experts and a group

coordinator participated in the meeting. Two other experts were contacted in person by phone and

e-mail.

The experts were presented the analysis of the documents related to Fashion Shop Designer and

interconnected professions ( such as an image designer, an interior designer and decorator, an

advertising specialist ). Possible functions and responsibilities of Fashion Shop Designer were

introduced.


1. Give a brief description of the possible core work processes of Fashion Shop Designer .

2. Describe in detail a possible work place.

3. What work tasks does a Fashion Shop Designer specialist have to solve?

4. What key competences are necessary for the specialist?

During the discussion, the above questions were answered and the obtained information analysed.

It was considered important that the specialist should have the knowledge of art history,

composition, colours and the art of eloquence. The ability to draw is essential. Computer literacy is

an obligatory requirement for the specialist. Expert S. Mačiulaitienė pointed out, that the knowledge

of the three-dimensional composition and spatial modelling is also very important for the specialist .

During the discussion, it was decided that Fashion Shop Designer will be able to combine creative

skills with technical and cultural knowledge, plan and decorate the interior of shops and display

areas in order to create an attractive environment for the consumer, taking into account the factors

promoting the sales. Expert S. Miliauskaitė added, that the specialist must be able to analyse

consumers, their needs, evaluate the suitability of the market for certain products and develop the

opportunities for the existing and new product market.

Halfway through the discussion, the coordinator supplemented it with more detailed questions:


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1. What tasks will the specialist have to solve in particular work processes?

2. What competences are essential in order to solve the tasks?

Having analysed the issues, the experts reached the decision that the specialist will be able to

perform the analysis of the designed object, summarize the client's needs and wishes, will be able

to perform partial functional alterations of premises, to prepare the design and implementation of

the project, to advise on the issues of interior and display areas, to work individually and in a team.

The following core work processes have been singled out:

• Consulting the client;

• Clarifying /establishing the restrictions of the design project;

• Analysing the needs of the existing and future customers;

• Spatial research and aesthetic analysis;

• Analysing functional and safety requirements;

• Creating the design of the shop interior and display areas;

• Selecting necessary materials and interior elements;

• A detailed and informative presentation of the final design solution ;

• Decorating the shop interior and display areas;

• Supervising and coordinating decoration works;

• Forming the image of employees;

• Advising on the issues of product range, advertising and boosting the sales;

At the end of the discussion it was decided to single out a number of possible competencies:

• Analysing and evaluating the existing situation of the premises;

• Creating artistic image of the premises;

• Designing and providing creative suggestions;

• Designing and selecting interior environment and decor elements;

• Presenting the designed image;

• Analysing and evaluating business environment and opportunities for interior design and

design in general;

• Team building;

• Participating in the process of project implementation;

At the end of the discussion it was decided that the Fashion shop designer should mainly aim at the

development and implementation of a functional and aesthetic interior of the shop and display

areas, at formation of the image of the team and its work coordination.

Main outcomes of the focus group in Portugal



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- Marlene Ribeiro – Fashion Shop Manager

- Ana Silva - Textile engineer

- Pedro Pinto - Designer/ Image designer

- Silvia Alves – Human Resources Technician (Clothing Market)

- Anonymous - Assistant Shop Manager

Each expert of the focus group responded to a questionnaire sent by e-mail, based on their

experience in the textile industry.


1. Identification data:

1.1 Function;

1.2. Work Experience (Duration);

1.3 Qualifications

2. Complete the following sentence : " The fashion shop designer is the professional ... "

3. List the personal skills necessary for practicing the profession of a fashion shop designer.

4. Identify the main technical professional skills necessary for practicing the profession of a fashion

shop designer.

5. Point out the main tasks included under the profession of a fashion shop designer.

6. Indicate the work tools you consider fundamental to the profession of a fashion shop designer.

7. What are the labour relations of a fashion shop designer? List the internal and external

stakeholders.

8. Indicate how to monitor and evaluate the work of a fashion shop designer (who, when and how).

After each expert submitted their opinions, we can conclude the following statements:

First of all, it is important to characterize the experts profile, where the professional experience goes

from 8 months to 18 years of work experience. As for qualification level, 3 have high education

degrees in human resources, textile engineering and design fields, 2 have secondary level

education.

In order to simplify the answers of each expert, we have grouped the answers and come to the

following information:

2. The fashion shop designer is the professional:

- Who reveals personal and professional skills that allow you to guide their actions and the

actions of his team in the purpose of the client.

- Who has sufficient knowledge of the product that sells for advising the client and creates

the need to purchase.

- Who is responsible for the smooth functioning of the area, as well as leading, training and

supervising the team.


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3. Personal skills for fashion shop designer:

- Initiative; communication; empathy; self-esteem / security; persistence; team spirit; ability to

influence; flexibility; good presentation; insightful attitude; fluent communication skills; persuasive;

autonomous; confident; emotionally stable; determined; organized; leader; creativity; proactive.

4. Technical-professional skills for fashion shop designer:

- Ability to argument; focus on quality and results; taste for fashion; interpersonal capacity;

leadership; knowledge in major textile structures; basic principles of modeling; basic operations of

cutting and quilting; basic principles of costing and budgeting; basic principles of planning and

management; organization and collection management; technical english; administrative;

management; visual merchandising (image / product disposal).

5. Main tasks of a fashion shop designer:

- Salesman: assist the customer in accordance with the philosophy of the company / brand;

maintain section tidy and organized with products in quantity and appealingly; assist in maintaining

the warehouse, unloading, checking and setting the merchandise.

- Store Manager: ensuring business management (analysis ratios and indicators

management / cost control / monitoring plan objectives);

- Team Management (selection, evaluation and training);

- Ensure Merchandising Management (ensure implementation of standards);

- Ensure the Administrative Management (procedures);

- Sell the textile and clothing products;

- Participate in the preparation of marketing and commercial strategy;

- Plan collections;

- Making the after-sales assistance;

- Treatment of suggestions / complaints;

- Participate in fairs and other events involving customers;

- Connectivity between clients and products;

- Team management (organization, training and evaluation);

- Incoming and outgoing merchandise;

- Sales analysis and business goals;

- Search for new fashion trends;

6. Tools:

- Merchandise;

- Display materials thereof; conditions of establishments;

- IT systems;

- Sewing utensils for designing and custom fit;

- Email tools (gmail and outlook).


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7. Labour Relations:

- Suppliers;

- Merchandising and window dressing teams;

- Different departments of the company ( HR ; MKT ; DF );

- Logistics;

- Administrators of shopping centers;

- Customers;

- Team store.

8. Supervision Process

- Area Commercial Evaluation - reviews daily , weekly , monthly , per collection ;

- Annual results established to the store with comparative indicators;

- Assessment by hierarchical superiors;

- Skills assessment: evaluation 180º – annual;

- Visits random by the superior;

- Customer mystery;

- Daily by the manager;

- Commercial director visits to the workspace;

- The aesthetic appearance, smooth operation, good energy, service, sales reports and

monthly and annual targets are factors that will always be assessed.


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B 4.4 Florist manager


The focus group meeting was organized on January 29th 2015. Seven external experts from floristic

field were participating. The coordinator of focus group meeting was also an expert of floristic field.

Invited experts represented the following groups:

4 experts represented skilled employees of floristic field;

3 experts represented enterprises employing florist specialists (Directors, Heads of the

departments, Owners);

1 expert represented VET teachers and trainers working in the programmes that provide

floristic qualifications.

The experts were shortly introduced to EUROPARTNERSS project main aims and expected

outcomes, also introduced to the conception of work process and possible results focus group has

to achieve.

The experts were introduced with the finding from first steps of O1: analysis of the documents, draft

list of the work processes in the field of floristic, the requirements and possible competencies of V

level study programmes according to EQF and national qualification framework etc.

After 2 hours discussion and work there was agreed to distinguish following work processes and

competencies corresponding the work process:

1. Preparation of plant floral material

1.1. Know plants

1.2. Select a suitable plant from the range of plants used in floristic

1.3. Apply various plant purchasing methods in accordance with the needs and possibilities

1.4. Care of the plants used in floristic

1.5. Prepare the plants in an environmentally friendly way

1.6. Store plants properly

1.7. Prepare plants for floral arrangements

2. Selection of non-plant materials

2.1. Select a floristically suitable material from the available range

2.2. Purchase necessary floristic material

2.3. Store floristic material properly

2.4. Prepare the floristic material in an environmentally friendly way

3. Organisation of production

3.1. Set up a work place

3.2. Plan work process

3.3. Use and maintain work equipment properly


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3.4. Comply with occupational safety and health requirements

3.5. Comply with environmental regulations

4. Application of arrangement techniques

4.1. Apply arrangement techniques (cutting, fixing chenille wires, knotting,

needle punch, bonding, circuit, spinning, twining, welding, soldering, sawing, etc.)

5. Composition and decoration of floristic articles

5.1. Apply basic principles of composition and decoration of floristic articles (design theories, forms,

colour, style, etc.)

5.2.Select containers and structures of compositions

5.3. Prepare blanks

5.4. Produce bound or twined floristic articles (bouquets, wreaths, garlands)

5.5. Produce pinned and combined floristic articles (in floral foam, alternative means of

composition, planted compositions)

5.6. Produce thematic floral articles (human decoration, objects, environment floristic, special

occasion floristic-wedding, mourning, other special events, anniversaries, etc.)

6. Sales of floristic articles

6.1. Present floral articles (photography, graphic design, etc.)

6.2. Select articles based on fashion trends

6.3. Keep accounts

6.4. Submit sales offers

6.5. Prepare and conclude contracts

6.6. Plan and organize logistics

6.7. Compile a list of purchases

6.8. Analyse offers

6.9. Apply marketing principles

7. Personnel management

7.1. Plan staffing requirements

7.2. Employ the staff

7.3. Manage staff work

8. Advising customers

8.1. Advise customers

Main outcomes of the focus group in Germany

The focus group meeting was organized on April 12th 2015.

Invited experts represented the following groups:

1 experts represented skilled employees of floristic field;

4 experts represented enterprises employing florist specialists (Directors, Heads of the

departments, Owners);


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3 expert represented VET teachers and trainers working in the programmes that provide floristic

qualifications.

2 experts represented German Fachverband der Floristen/ Fachbeirat der Floristen Sachsen

The experts were shortly introduced to EUROPARTNERSS project main aims and expected

outcomes.

1 Organisation of operational processes

1.1 – Setting up work place

1.2 – Planning of work processes

1.3 – Using, cleaning and care of tools

1.4 – Occupational safety

1.5 – Environmental protectionPreparation of plant floral material

2 Materials (vegetable)

2.1 - depth experience/Knowledge of plants, botany

2.2 - Assortment depending on seasons

2.3 - experience with Purchasing

2.4 - Care, environmentally friendly handling, storage

2.5 - Pest management of plants

3 Materials (not vegetable)

3.1 – Assortment

3.2 – Purchasing, Shopping in different ways (trade fairs, Internet)

3.3 – Care, environmentally friendly handling, storage

4 Manufacturing techniques and mounting methods,

4.1 - cutting, wiring, binding with higher Pace of work, wondering operation

4.2 - binding, arranging, glueing, sticking, drilling, braiding with higher Pace of work, wondering

operation

5 Designing and composing

5.1 – Basic principles

5.1.1 - design theory

5.1.2 - morphology

5.1.3 - chromatics

5.1.4 - stylistics

5.1.5 - drawing


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5.2 – Manufacturing techniques related

5.2.1 – Tied and braided workpieces

5.2.1.1 - Bouquet

5.2.1.2 - Wreath

5.2.1.3 - Garland

5.2.2 – stuck or connected workpieces

5.2.2.1 – Floral foam

5.2.2.2 - Alternative arranging tools

5.2.3 – Planted workpieces

5.2.4 – other workpieces

5.3 – Theme related

5.3.1 - Persons

5.3.2 - Objects

5.3.3 - Location

5.3.4 - Occasion

5.3.4.1 - Wedding

5.3.4.2 - Mourning

5.3.4.3 – big celebrations & special jubilee

5.4 - Others

5.4.1 - Design concepts for expositions & events

5.4.2 - presentation of workpieces

5.4.3 - vessels and basic forms of workpieces

5.4.3.1 – simple workpieces

5.4.3.2 – other workpieces

6 Consulting and sales

6.1 – Legal basics

6.2 – Calculation basics

6.3 – Customer advisory service

6.4 – Sales talk

6.5 – Offers for sales

6.6 – Preparing and concluding contracts

6.7 – Planning logistics and processes

6.8 – Purchasing

6.8.1 – Making purchasing lists

6.8.2 – Analysing offers


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6.9 - Marketing / sales promotion

6.10 – Accounting

6.11 – use of media


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B 5 Filling in the form of descriptor of core work processes with the obtained

information

B 5.1 Paramedics (brief)

Lithuania

Final core work process Related core competences

Communication and cooperation Social competences:

Apply the established rules and regulations for

professional communication and cooperation

Communicate with the staff working in the areas of

healthcare, social welfare, national defence and

education

Organisation competence:

Be able to apply the knowledge of economics and

management in their professional activities

Linguistic competences:

Communicate using native and foreign language

accurately

Driving a special purpose vehicle Professional competences:

Know traffic rules

Drive special purpose vehicle

Technical competences:

Be aware of medical supplies of special purpose

vehicle

Emergency aid organization Organisational competences:

Lead the emergency aid service in case of massive

disaster

Give instructions to a special vehicle driver providing

emergency aid

Fill in medical documentation

Professional competences:

Understand anatomical, physiological and pathological

processes inside a human body

Assess life-threatening changes in the body of a victim

Apply the principles of providing emergency aid

Technical competences & ICT Skills:

Use the means of communication installed in the

ambulance and dispatcher office


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Emergency aid service Professional competences:

Provide emergency assistance to the victims

Apply the principles of psychological assistance

Give medication to a victim

Perform special medical interventions

Transport a victim safely

Pronounce a person dead

Provide emergency assistance in case of massive

disaster


Use medical equipment necessary when providing

emergency assistance.

Patient counseling and application of

preventive medicine

Social competences:

Advise victims and their family members


Follow the hygiene requirements when providing

emergency assistance

Apply measures of preventive medicine

Germany

Final core work process Related core competences1

Personal responsibility for tasks

Detecting and recording the position at the site and immediate initiation of

necessary general security measures

1, 2, 3, 4, 5, 6

Assess the health status of sick and injured persons, in particular

recognizing a vital threat,

Decide on the necessity of an emergency doctor or emergency room, more

staff, more life-saving appliances or for calling other medical attention, as

well as implementation of the measures required

1, 2, 3, 4, 5, 6

Performing medical measures of first aid for patients in emergency response

and thereby applying of learned and controlled during training, if necessary

even invasive measures to avoid a deterioration in the situation of Patients

until the arrival of the emergency doctor or an ambulance or the beginning of

a further medical care when a life-threatening condition exists or further

damages are to be expected

1, 2, 3, 4, 5, 6

Proper handling of people in emergency and crisis situations 1, 2, 3, 4, 5, 6

Preparing and securing the transportability of patients in emergency 1, 2, 3, 4, 5, 6

1 Please differentiate between: 1) Social competences, 2) organizational competences, 3) Professional competences, 4)

Methodological competences, 5) Technical competences, 6) ICT Skills, 7) Linguistic competences, 8) Artistic competences, 9) Other competences (source: ProfilPASS)


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response

Select an adequate transport destination, the monitoring of the medical

condition of the patient and its development during transport

1, 2, 3, 4, 5, 6

Appropriately transferring the patients to medical treatment, including writing

and documenting their medical condition and its development

1, 2, 3, 4, 5, 6

Communicate with participating or in the operation to be involved persons,

institutions or authorities

1, 2, 3, 4, 5, 6

Performing quality assurance and organizational measures in rescue and

documentation of the applied emergency medical and tactical operational

measures

1, 2, 3, 4, 5, 6

Ensure the deployment and operational capacity of rescue equipment

including compliance with hygiene regulations and legal work and accident

prevention regulations

1, 2, 3, 4, 5, 6

Tasks in the framework of cooperation

Assisting in the medical emergency and acute care of patients in emergency

response

1, 2, 3, 4, 5, 6

Independently performing medically induced measures on patients in the

emergency response

1, 2, 3, 4, 5, 6

Independently performing medical measures approved by the medical

director of the Rescue Service or equivalent responsible physicians or

physicians in certain emergency medical condition images and situations

which are by default specified, verified and taken responsibility for by the

respective physicians

1, 2, 3, 4, 5, 6

Comprehensive and cross Working process

Patient-oriented cooperation with other professionals and people on site,

during transport and at the handover with due regard of the overall situation

from individual-medical case to big loss- and disaster

1, 2, 3, 4, 5, 6

Further working processes

Driving of an Emergency vehicle - RTW / NEF / ITW 1, 2, 3, 4, 5, 6


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B 5.2 Administrator of hospitality services (brief)

Lithuania


Preparation for the work Organisational competences:

Develop a plan of work, divide work in accordance with priorities


Prepare service packages intended to recreation

Receiving guests Social competences:

Welcome and see off guests

Provide information to guests on accommodation services, places

of interest in a city, events and landmarks the guests intend to visit

Inform customers and service providers about new recreation

services and their effectiveness

Organisational competences:

Coordinate the work of foyer / hall staff

Control the quality of service provided by the companies which

have concluded the contract


Welcome and see off guests

Evaluate recreation opportunities

Provide information to guests on accommodation services, places

of interest in a city, events and landmarks the guests intend to visit



ICT Skills:

Collect information on the needs of holidaymakers



Other competences:

Help to address a variety of issues raised

Manage recreation service / product sales document

The main tourist services:

accommodation and

catering

Organisational competences/Professional competences:

Organize and manage guest accommodation at a hotel,

guesthouse or other company providing accommodation services

Accept, coordinate and confirm hotel service bookings

Organize and manage catering in a hotel, guest house or other

company providing catering services

Coordinate the work of waiters and bartenders


Coordinate booking details with other services of a hotel


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Prepare and share information about the arriving guests and their

requests with other hotel service departments as well as prepare

reports on service orders

Professional and other competences:

Prepare gastronomic products and simple dishes for breakfast

Lay the table

Serve dishes and drinks

Cater for various events, conferences and meetings

Serve guests in rooms

ICT skills:

Properly and efficiently enter and update booking service data in a

computerized hotel management system


Assess the possibilities to provide the accommodation and food

package services in a resort

Familiarize with the principles of preparing a quotation, personal

finance management and budget

Develop accommodation and catering service marketing project

Additional tourism

services: active and

passive recreation

services

Organisational and professional competences:

Organize and administer the entertainment of guests in a hotel or

select offers from the companies offering similar type of service

Organize and administer the services of a healthy lifestyle

Select the basic legal documents regulating the content of leisure

services


Analyse the demand for organized tourism and leisure activities

Prepare individual hospitality packages on request of guests

Develop sustainable tourism packages (product development,

product design development, product sales and feedback

assessment)

Develop a marketing project for additional tourism services

ICT skills:

Apply tourism information technology systems

Completion of work and

transfer of work

Other competences:

Consolidate and summarize knowledge and skills

Assess /self- assess the acquired competence in terms of values

Italy (Veneto Region)


Organize and coordinates the team Professional competences:


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work Deep knowledge of the professional sector

Knowledge of the target group


Deep knowledge of each single process inside the

enterprise

Social competences: Cares about the staff relations

To manage a quality system Methodological competences:

Knowledge of the quality system of the enterprise


Deep knowledge of the single procedures

Professional competences: Introduction of quality standards

To manage a budget, to manage

the cost and the resources


Different parts of the budget

Economic management knowledge

Knowledge of the area (different proposal, offers, …)

To manage the purchases Professional competences:

Knowledge of the market

Analysis of the needs

To use the ICT ICT Skills:

Knowledge of the WEB

Online booking system

Web marketing

Relation with the customer Social competences:

Empathic relation

Handle complaints

Linguistic competences: Foreign languages

To put the enterprise in connection

with the area

Knowledge of the area history and cultural heritage

Knowledge of the existing tourism offer of the area

Knowledge of the area infrastructures

To manage the marketing

a. promotion of the enterprise

b. customer relation

c. web promotion

Study and implement an offers plan

A. Monitor the customer satisfaction

B. improve the customer loyalty

Uses the opportunities offered by the WEB

A. E-commerce

B. Google adwords / TAGS

To manage health and safety rules Knowledge of the rules

Develop a safety plan

Italy (Calabria Region)


Deal with the functional

relationships among the different

Communication

problem solving competencies


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departments of the company ICT competencies

transversal competencies

team working competencies

leadership and supervision

conflict management

Manage the operational processes

of the department, according to

parameters of efficiency,

effectiveness and quality

ICT competencies

communication and organizational competencies




conflict management

building and facility management

Analysing and planning

organizational aspects

Organizational competencies

ICT competence



Manage the relationship with

suppliers, clients and stakeholders.

Communication


organizational competencies

ICT competencies


linguistic competencies

professional conduct/ethics

conflict management

To develop and implement

promotion and marketing.

E-commerce competence

communication competence

advertising competences

ICT competences


linguistic competencies

Prepare and manage the

application of the main contracts

between organizers, sellers and

consumers of tourism services.

Competences of drafting

preparing legal documents

conflict management

knowledge of finance system

Human resources planning Recruitment and planning competencies

organizational competences

communication competence

Event planning and organization Communication



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ICT competencies




conflict management competence

planning and organization competence

Management and preparation of

catering services

Food and Beverage overall Management:

Sanitary, food quality, ingredients and dishes, food

preparation, safety on-the-job, food service competencies.

Team working

preparing dishes capacity

team work competence

organizational competence

customer satisfaction competence

conflict and problem solving

SPA management and organization SPA overall Management:

Hygiene, sanitary, safety on-the-job and specific treatment

competences. Communication and client satisfaction, conflict

and problem solving competence

Portugal


Organizes and manages the enterprise Social competences:

- Relates with staff from each service


- Knowledge of the professional field

- Knowledge of customer service

- Knowledge of each service inside the enterprise

To manage commercial, marketing and

quality policy of services


- Defines business goals for all services

- Defines marketing and sales strategies, taking into

account the customer profile


- Analyses and evaluates business results through

statistical analysis and preparation of follow up reports

Methodological competences:

- Defines the type of commercial campaigns and their

media

ICT Skills:

2.3. Use of IT communication management tools with


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the client

To Manage the strategic positioning of

the services


- Set the organization chart of all services, and the flow

of work, responsibilities and team functions

- Set channels and information within all services

- Define and control the rules of all services, as well as

the procedures for operations, inventory and

maintenance of equipment and utensils

Customer orientation Social competences:

- Empathic relation

- Handle complaints and suggestions from customers

Linguistic competences:

- Knowledge of foreign languages

To use the ICT ICT Skills:

- Knowledge of the internet

- Knowledge of online reservation system

- Knowledge of online marketing

Manage health and safety rules Professional competences:

- Knowledge of health and safety rules

- Relates health to the workplace

- Develop and put into practice a safety plan

- Ensure the safety of services provided to the client ,

identifying risk situations and act accordingly

Ensure the management and functional

human work team


- Managing conflict situations


- Knowledge of human resources field

- Coordinate the team's activities

- Guide and support the team


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B 5.3 Fashion shop designer (brief)

Lithuania


Identifying the needs of the customer Social and linguistic competences:

To advise the customer on design matters

To communicate and collaborate with the customers

Existing and future customer needs

analysis


To analyse the customers and evaluate business

opportunities

Research and analysis of the space Technical competences:

To analyse and evaluate the current situation of the

premises

Development of the design of interior

and display zones

Artistic skills and ICT competences:

To design and provide the artistic proposal/concept

Selection of necessary materials and

interior parts

Artistic competences:

To select rem environment for interior

To select finishing materials and decoration elements

Detailed and informative presentation

of the final design sketch


To prepare documentation of the interior design

Team building Organisational and methodological competences:

To choose and shape the working team


To organize team work

Interior and display areas decoration

and work coordination

Artistic competences:

To align the accessories to the interior environment


To implement the design project


To supervise the implementation process of the

design project

Image formation of employees Artistic competences:

To design integral clothing style8


To complete the uniform

To implement developed clothing style

Portugal


Knowing the commercial treatment Social and linguistic competences:


Countries

78

- Identify the difference between the concepts of

service / sale and attitude / behaviour

- Structure of commercial treatment, applying the

attitudes / behaviors associated with each step


- Identify and assess the motivations / needs of each

client

Identifying the Fashion Marketing

process

Professional and technical competences:

- To analyse consumption behaviours

- Differentiate segmentation and positioning

- State the marketing mix components and their

relationship with the fashion cycle

Managing Logistics and distribution of

fashion

Methodological and technical competences:

- Identify centralized management methodologies able

to meet the demands of the evolution of strategic

mindset of organizations by consolidating its powers

in logistical level

- Identify planning tools in a supply chain context

Knowing Merchandising and trade

promotion concept


- Define the concept and merchandising objectives and

diagnose the different factors involved in the optimization

of a commercial space

- Identify the promotion of elements of commercial

property and apply the function in product promotion

techniques of different contexts

Identifying the Intervention area -

exhibition areas , products and target

audience


- Featuring display areas

- Identify and characterize products and target

audience

- Apply the laws of visual composition in the

construction of an exhibition

Applying advertising and product

promotion

Methodological and technical competences:

- Apply the techniques of advertising as a form of

communication, dissemination and promotion of the

company's products / services

Organizing display areas decoration

and window dressing


- Displaying the accessories to the interior environment

- Implementing the window dressing project


- Monitoring the implementation process of the


Countries

79

decoration project

Managing the store team Organisational and professional competences:

- Recruiting and selecting workers


- Organizing schedules and team work

Other competences:

- Defining team wardrobe


Countries

80

B 5.4 Florist manager (brief)

Lithuania


Preparation of plant floral material Professional competences:

Know plants

Select a suitable plant from the range of plants used in

floristic

Care of the plants used in floristic

Prepare plants for floral arrangements

Prepare the plants in an environmentally friendly way


Store plants properly


Apply various plant purchasing methods in accordance

with the needs and possibilities

Selection of non-plant materials Professional competences:

Select a floristically suitable material from the available

range

Prepare the floristic material in an environmentally

friendly way


Purchase necessary floristic material

Store floristic material properly

Organisation of production Organisational competences:

Set up a work place

Plan work process


Comply with occupational safety and health

requirements

Comply with environmental regulations


Use and maintain work equipment properly

Application of arrangement

techniques


Apply arrangement techniques (cutting, fixing chenille

wires, knotting, needle punch, bonding, circuit,

spinning, twining, welding, soldering, sawing, etc.)

Composition and decoration of

floristic articles


Apply basic principles of composition and decoration of

floristic articles (design theories, forms, colour, style,


Countries

81

etc.)

Produce bound or twined floristic articles (bouquets,

wreaths, garlands)

Produce pinned and combined floristic articles (in floral

foam, alternative means of composition, planted

compositions)

Produce thematic floral articles (human decoration,

objects, environment floristic, special occasion floristic-

wedding, mourning, other special events, anniversaries,

etc.)

Select containers and structures of compositions3


Prepare blanks

Sales of floristic articles Organisational competences:

Keep accounts

Submit sales offers

Prepare and conclude contracts

Plan and organize logistics

Compile a list of purchases

Analyse offers

Professional and artistic competences:

Select articles based on fashion trends

Professional, artistic competences, ICT skills:

Present floral articles (photography, graphic design,

etc.)

Other competences:

Apply marketing principles

Personnel management


Plan staffing requirements

Employ the staff

Manage staff work

Advising customers Professional and linguistic competences:

Advise customers


Countries

82

Germany


Organisation of operational processes Setting up work place

Planning of work processes divide work in

according with priorities

Using, cleaning and care of tools

Occupational safety

Environmental protection

Preparation of plant floral material

Materials (vegetable) depth experience/Knowledge of plants,

botany

Assortment depending on seasons

experience with Purchasing

Care, environmentally friendly handling,

storage

Pest management of plants

Materials (not vegetable) Assortment

Purchasing, Shopping in different ways

(trade fairs, Internet)

Care, environmentally friendly handling,

storage

Manufacturing techniques and mounting methods cutting, wiring, binding with higher Pace of

work, wondering operation

binding, arranging, glueing, sticking,

drilling, braiding with higher Pace of work,

wondering operation

Designing and composing Basic principles

design theory

morphology

chromatics

stylistics

drawing

Manufacturing techniques related depth experience/Knowledge of

Tied and braided work pieces

special Bouquet

Wreath

Garland

stuck or connected work pieces

Floral foam

Alternative arranging tools


Countries

83

Planted work pieces

other work pieces

Theme related

Persons

Objects

Location

Occasion

Wedding

Mourning

Big celebrations & special jubilee

Others

Design concepts for expositions & events

Presentation of work pieces

Vessels and basic forms of work pieces

Simple work pieces

other work pieces

Consulting and sales Legal basics

Calculation basics

Customer advisory service

Sales talk

Offers for sales

Preparing and concluding contracts

Planning logistics and processes

Purchasing

Making purchasing lists

Analysing offers

Marketing / sales promotion

Accounting

Use of media

INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries

84

B 5.5 Paramedics (detailed)

Lithuania

Please list the final core work

processes after your finished your

focus groups

Subject matter for

skilled work

Tools

Methods

Organization of

skilled work

Communication and cooperation Individual work

Driving a special purpose vehicle Transportation Special purpose vehicle Individual work

Organizing the emergency

assistance

Means of

communication

Medical

documentation

Management

Means of communication

Medical documentation

Individual work

Individual work

Individual work

Rendering emergency assistance Victim/victims Medical equipment Assessment of the situation assessment

of the condition of the victim,

resuscitation, external heart massage,

administering medication, special

interventions, pronouncing death, etc.

Individual and group

work

Patient counselling and

application of preventive medicine

measures

Safe environment

Counselling

Medical measures Individual and group

work

Lithuania


85

Requirements for Skilled Work and Technology

From the client From the company From the skilled workers From the society From other stakeholders

Constructive communication

and cooperation


and cooperation


and cooperation


and cooperation

Safe driving Safe driving Safe driving Safe driving

Rapid transfer of information

Accurate data entry

Prompt rendering of

assistance


Accurate data entry

Prompt rendering of

assistance


Accurate data entry

Prompt rendering of

assistance


Accurate data entry

Prompt rendering of

assistance

Immediate and appropriate

assistance


assistance


assistance


assistance

Safe environment

Information provided

Safe environment


Safe environment


Safe environment



86

Germany

Please list the final core work processes after your finished your focus groups

Subject matter

for skilled work

Tools

Methods

Organization

of skilled work

Detecting and recording the position at the site and immediate initiation of necessary

general security measures

diverse

Materials

diverse

Methods

Assess the health status of sick and injured persons, in particular recognizing a vital threat,

Decide on the necessity of an emergency doctor or emergency room, more staff, more life-

saving appliances or for calling other

medical attention, as well as implementation of the measures required

diverse

Materials

diverse

Methods

Performing medical measures of first aid for patients in emergency response and thereby

applying

of learned and controlled during training, if necessary even invasive measures to avoid a

deterioration in the situation of

Patients until the arrival of the emergency doctor or an ambulance or the beginning of a

further medical care when a life-threatening condition exists or further damages are to be

expected

diverse

Materials

diverse

Methods

proper handling of people in emergency and crisis situations diverse

Materials

diverse

Methods

Preparing and securing the transportability of patients in emergency response diverse

Materials

diverse

Methods

Select an adequate transport destination, the monitoring of the medical condition of the

patient and

its development during transport

diverse

Materials

diverse

Methods


87

appropriately transferring the patients to medical treatment, including writing and

documenting their medical condition and its development

diverse

Materials

diverse

Methods

Communicate with participating or in the operation to be involved persons, institutions or

authorities

diverse

Materials

diverse

Methods

Performing quality assurance and organizational measures in rescue and documentation of

the applied

emergency medical and tactical operational measures

diverse

Materials

diverse

Methods

Ensure the deployment and operational capacity of rescue equipment including compliance

with hygiene regulations

and legal work and accident prevention regulations

diverse

Materials

diverse

Methods

Assisting in the medical emergency and acute care of patients in emergency response diverse

Materials

diverse

Methods

independently performing medically induced measures on patients in the emergency

response

diverse

Materials

diverse

Methods

independently performing medical measures approved by the medical director of the

Rescue Service or equivalent

responsible physicians or physicians in certain emergency medical condition images and

situations which are by default

specified, verified and taken responsibility for by the respective physicians

diverse

Materials

diverse

Methods

patient-oriented cooperation with other professionals and people on site, during transport

and at the handover with due regard

of the overall situation from individual-medical case to big loss- and disaster

diverse

Materials

diverse

Methods

Driving of an Emergency vehicle - RTW / NEF / ITW diverse

Materials

diverse

Methods


88

Germany



n.a. n.a. n.a. n.a. n.a.






89

B 5.6 Administrator of hospitality services (detailed)

Lithuania


processes after your finished your

focus groups

Subject matter for

skilled work

Tools

Methods

Organization of

skilled work

Preparation for the work

Service packages for

recreation

Paper, computer, pens,

hand-outs.

Outlining the schedule Individual work

Receiving guests Welcoming and

seeing off guests

Independent,

individual work

Individual work

The main tourist services:

accommodation and catering

Accepting,

coordinating and

managing orders for

accommodation and

catering

Material and tools for

proper accommodation and

catering organization;


hand-outs.

Group work. Planning. Individual work,

Team work

Additional tourism services: active

and passive recreation services

Accepting,

coordinating and

managing orders for

additional services.


proper organization of

active and passive

recreation service; Paper,

computer, pens, hand-outs.

Group work. Planning. Individual work,

team work

Completion of work and transfer

of work

Assessment and

transfer of the work

completed


hand-outs.

Independent,

individual work.

Assessment.

Individual work


90

Lithuania



Informativeness Communication efficiency Planning Informativeness Cooperation

Clarity and punctuality Representativeness Hospitality Individual attention to each

guest

Cooperation

Price and

quality balance

Quality and profitability Ensuring appropriate

provision of quality service

Variety of services Partnership

Price and

quality balance

Quality and profitability Ensuring appropriate

provision of quality service

Variety of services Partnership

Politeness Increasing number of regular

guests

Good feedback from the

guests

Recommendations Continuity of partnership


91


Please list the final core

work processes after your

finished your focus

groups

Subject matter for skilled work

Tools

Methods

Organization of

skilled work

Organizes and

coordinates the team

work

Organization of the work flow,

distribution of the tasks,

communication between the different

department, resolution of conflicts

Management software,

chart, diagrams,

time table

Group team techniques, conflict

resolution techniques,

Individual work;

teamwork

Manages a quality system Application of quality procedures,

check of the results and of the

deviation

Paper modules, diagrams PDCA circle Individual work,

weekly/monthly/

trimester checks

Manages a budget, the

related costs and

resources

Correct use of the resources, lowering

costs without lowering the quality.

Foresee changes and take the

necessary measures

IT devices, software (excel

or similar)

Foreseen budget, management

of the current flow, final budget

Individual work

Manages the purchases Selection of the suppliers, calculation

of the correct amount of goods,

negotiate prices

IT devices, phone “just in time” approach Individual work,

negotiation

Uses the ICT Excellent use of word processor,

spreadsheet, management software,

internet, email. Knowledge of the main

function of a database, e-commerce

ICT Individual work


92

system, HTML and tags philosophy.

Good use of social networks.

Cares about the relation

with the customers

Welcoming the customers, make them

feel important, solve the problems and

conflicts, manages the complaints,

organize a fidelity system

Evaluation questionnaire Empathic approach, conflict

resolution methods,

assertiveness

Individual work

Link (put in connection)

the enterprise with the

area

Creation of a network, positive

cooperation with other enterprises of

different sectors (local producers, car

rental, cultural offers, ...)

Network strategies Individual work,

cooperation

Organize the marketing

strategy

a. promotion of the

enterprise

b. web promotion

Develop a comprehensive offer, plan a

marketing strategy, implement the

marketing strategy, check the results,

organize special offers, bargains,

discounts

Brochure, leaflets, web site,

e-commerce site

PDCA circle Individual work,

team work

Manages health and

safety rules

Knowledge of the safety rules,

adoption of a clear safety and hygiene

plan,

Safety plan, laws and

regulations, HACCP

modules

Individual work,

team work


93




Well organized services Good organization,

management of the human

resources, optimization

Coherence, clear task and

organization, equal share of

responsibilities, honesty

Quality system sensible about

customers feedback

Continuous improvement of

the quality standards

Avoid overload of papers,

contradictory procedures

Respect the quality

standards settled for the

economic sector

Good balance between costs

and quality of services,

guarantee of the service

Good income from the

business, avoid wastes

Punctual payment, enough

resources to avoid shortage of

material

Payment of taxes, maintain

or increase the jobs

Good quality goods Obtain the best balance

between price and quality

To have all what is necessary

when is needed

Obtain the best possible

results from the use of IT

satisfaction Customers loyalty and positive

feedbacks, positive word of

mouth

Broad offer of activities and

services

Good income from the

business

Global growth of the

economy of the area

Good balance between costs

and quality of services, new

offers with better prices

Increased profit More work, more money


94

An excellent level of hygiene

and a safe place with clear

directions in case of emergency

Accomplishment with the

regulations

A safe work place Minimum risk for the

workers and the guests



processes after your finished

your focus groups


Tools

Methods

Organization of skilled

work

Deal with the functional

relationships among the

different departments of the

company; Manage the

operational processes of the

department, according to

parameters of efficiency,

effectiveness and quality;

Analysing and planning

organizational solutions;

Problem solving, attention to Detail,

Work organization, Defining procedures,

Coordination of processes and services

provided; Effective communication;

Optimizing the circulation of information;

Strategic Thinking:

Organize and manage events (summit,

briefing, debriefing, reporting). Manage

different departments;

Comparing the different activities;

ICT

Evaluation reports Supervising and manage

the different phases of

welcoming, check-in and

checkout, the activities of

back office.

Prepare the program and

the budget for the

activities of

entertainment coordinate

activities.

Manage the relationship with

suppliers, clients and

stakeholders.

Engagement;

Provide information on services and

conditions of sale; knowing how to get

reservations, inform the customer, bargain

and sell. Listening skills, control of the

conversation. Correct use of the technical

Using methods,

techniques and

targeted

communication

codes. Apply

business

Creation of databases

for customer profiling;


95

vocabulary-tourism. Knowing how to relate to

stakeholders with professionalism and

problem solving / decision taking. Identify

possible solutions to manage claims and

complaints.

communication

techniques to

anticipate, identify

and meet customer

expectations.



Strategic

Thinking:

Knowing how to identify strengths and

weaknesses, risks and opportunities for the

hospitality industry;

e-commerce management

ICT;

E-commerce

Techniques of

research,

documentation,

information,

promotion on

geographic/

logistic/

artistic/cultural

resources

SWOT Analysis;

Marketing mix;

e-commerce

Internet marketing;

Planning initiatives and

projects of promotion

and marketing in relation

to the market and to the

target and evaluate the

results; Compiling

statistics and reports;

Develop an action plan

for diversification of

products and services.

Prepare and manage the

application of the main

contracts between organizers,

sellers and consumers of

tourism services.

Knowing how to explore the legislation

sector; Correct reading and interpretation of

regulatory acts; Comparison;

Finding sources

Human resources planning Resource, Management, Budget

Management and Management of other

Analysis of training

and professional

Organize and assign

work shifts.


96

Resources, Organization, Staff development needs

Customer loyalty in the optic of

customer care and customer

satisfaction

Responsiveness to requests for service;

Marketing

techniques;

Monitoring the degree

of customer

satisfaction according

to the service

provided; Identifying

best practices and

critical areas to

intervene on;

Diversification of

products and services.

Use/Update the

database for customer

profiling.

Prepare a report of

business evaluation

Management of restaurant

services

Management of catering services: food

preparation, food presentation, customer

attendance, customer satisfaction, safety on-

the-job, sanitary and hygiene issues

Apply communication

techniques to

anticipate, identify

and meet customer

expectations,

organizational tools.

Monitoring the quality,

ensuring client

satisfaction, efficient

organization of the

work of other

Manage team and

quality, time, safety on-

the-job, customer

satisfaction

SPA Management Management of SPA and treatment/

recreation services in an efficient manner,

following quality rules, customer satisfaction

SPA treatment tools,

communication

Evaluation of customer

satisfaction

Safety, good quality,

hygiene


97




Organization, planning Organization and planning Team work Manage the relationship with

suppliers, clients and stakeholders.

Informative, clear, reliability Planning, Communication,

Organization, Devotion



organization of work in proficient

manner

organization of work in proficient

manner

Human resources planning


98

Portugal


work processes after

your finished your focus

groups


Tools

Methods

Organization of

skilled work

Organizes and manages

the enterprise

-Organization of the work ;

distribution of the tasks, communication

between the different department,

resolution of conflicts

-Management

softwares;

- Work tables;

Group team techniques, conflict

resolution techniques,

- Individual work;

- Teamwork.

To manage commercial,

marketing and quality

policy of services

-Definition of business goals for all services

and analysis and evaluation business

results through statistical analysis.

-Defines marketing and sales strategies,

taking into account the customer profile2

and preparation of follow up reports3

-Management

softwares;

-IT communication

management tools.

- evaluation of performance of

each worker;

Campaign media.

-Individual work,

- Team work

- weekly meetings;

- analyses of

results/data.

To Manage the strategic

positioning of the

services

- Organization chart of all services, and the

flow of work, responsibilities and team

functions;

- channels and information within all

services;

- Definition and control the rules of all

services, as well as the procedures for

-IT devices;

-Software programs

(excel or similar)

-Budget, management of the

work flow;

-Individual and team

work.


99

operations, inventory and maintenance.

Customer orientation

-Knowledge of good treatment of

costumers;

- Knowledge of foreign languages;

- Manage the costumers complaints and

recommendations.

-IT devices;

-Software programs

(excel or similar)

- assertive communication

;

good interpersonal skills;

- master foreign languages

-Individual work,

- conflict

management;

- problem solving;

To use the ICT

-Knowledge of internet;

-Online reservation system;

-Online marketing

IT devices

Software programms

Web marketing Individual work

Team work

Manage health and

safety rules

-Knowledge of health and safety rules;

-Knowledge of safety plan for workers and

clients.

-Health ans Safety plan;

Company rules;

It devices HACCP

Safety Kit

-Team work.

-supervision and monitoring,

-Individual work,

team work

Ensure the management

and functional human

work team

-Knowledge of human resources field;

-Management of conflict situations.

- Law;

-Company rules;

.-It advices;

-job description.

-Team work.

-supervision and monitoring;

Evaluation.

-Individual work,

team work

-Problem solving

-Continuous

improvement


100

Portugal



- Quick and efficient

response;

-Organized services

- Quick resolution of problems;

- High capability to find better

and new solutions;

- fulfilment of the tasks

-Good team work;

-good organization

- High quality services;

- appealing campaigns;

- quick and efficient services.

-High quality of all services and

continuous improvement;

-increase of services

-Capability of organizations;

- achievement of goals;

- Problems solving;

- Effectiveness / efficiency

Achievement of quality goals

- Good value for money;

-Flawless services

-achievement of profit targets;

- sustained and gradual growth

-job security;

-career development;

-company provides means for

the development of business

-compliance with social

obligations

- increase of employment

-Capability of good response to

the sector

Loyalty, responsibility,

availability, patient, good

presentation, good manners;

-versatility, listening skills; pro

activity; prioritization capability;

patience.

-ability to work in group;

-responsibility

-resistance to pressure,

perseverance , detachment in

hours considered normal,

heads up

-flawless use of online

reservation system and

marketing

- Achievement of best service

through the use of new

technologies

-creativity;

- good management and use of

technology equipment;

- constant modernization - use of bench marketing.

-Clean and safe

environment;

emergency signalling

-execution of the safety plan and

rules

-Health and safe work

environment

-Achievement of the health

and safety plan

-No risk environment for

everyone


101

-Satisfied and motivated

worker; available

-Capability of human resource

management

- Work equality; Good work

environment, career

development

-Incensement of

employment

-Best performance of the

workers; satisfied workers


102

B 5.7 Fashion shop designer (detailed)

Lithuania



your focus groups


Tools

Methods

Organization of skilled

work

Identifying the needs of the

customer

Definition of the customer's

needs, requests and facilities for

new design order

Discussion, interview Individual work

Existing and future customer

needs analysis

Needs analysis, report Statistic data, IT Consultation with the customer

and specialists of the subject

matter

Individual work

Research and analysis of the

space

Artistic analysis of the space,

Functional analysis of the space,

safety assessment of the space

Relevant documents, IT Consultation with the customer

and responsible employees

Individual work

Development of the design of

interior and display zones

Sketch of design project Tools for sketching,

drawing and plotting

Individual work,

Modelling

Individual work

Selection of necessary materials

and interior parts

List/material/parts of selected

decoration elements, finishing

materials

Catalogues, IT Consultancy with suppliers,

Discussion,

Individual work

Modelling

Individual work

Detailed and informative

presentation of the final design

sketch

Documentation of the final design

sketch

Sketches, Drawings,

Schemes, IT

Presentation, Discussion Individual work


103

Team building Formed team, team members

prepared for tasks implementation

Theoretical training, practical

training, work in groups,

discussion

Team work,

Individual work

Interior and display areas

decoration and work

coordination

Implemented design project Required material and tools

in accordance to design

project

Individual work,

Team work,

Work under the

supervision

Image formation of employees Completed and implemented

image of employees


image design (clothes,

footwear, accessories,

material for hair formation

and makeup)

Individual work,

Team work,

Work under the

supervision


104

Lithuania



Internal quality requirements

Respect for the views and

needs of the customers

Internal quality requirements Respect for the views and

needs of the customers

Consumer rights protection

Aesthetic and functional

design

Internal quality requirements Aesthetic and functional

design

Safety requirements from the

State


design

Internal quality requirements Aesthetic and functional

design

Safety requirements from the

State

Internal quality requirements

Quality of service Proper work of the team and

justification of the employer

expectations, Internal quality

requirements

Proper work for the team and

justification of the employer

expectations

Quality of service


environment


environment, Internal quality

requirements


environment

Acceptable Image of the

employee for the consumer

Employees image matching

to overall image of

organization, Internal quality

requirements

Acceptable Image of the

employee for the consumer


105

Portugal



your focus groups


Tools

Methods

Organization of

skilled work

Dealing with customers -Concepts of service / sale and

attitude / behavior.

-Structure of commercial

treatment

-conversation;

-questionnaires of satisfaction;

Individual and team

work:

Identifying the Fashion

Marketing process

- consumption behaviors .

- marketing mix components and

their relationship with the fashion

cycle.

-IT Devices

-Data information from

statistics

- Market research;

- Analysis of costumers needs.


work

Managing Logistics and

distribution of fashion

-management methodologies in

logistical level.

-tools in a supply chain context.

-It Devices

-Software programs

-Internet

-Contact with suppliers and other

store managers

Individual and team

work

Merchandising and trade

promotion

-concept and merchandising

objectives;

-concept of trade promotion and

techniques

-It Devices

-Software programs

-Internet

-Merchandising and Trade

promotion techniques


work

Identifying the Intervention

area - exhibition areas ,

products and target audience

-Knowledge of display areas.

- Knowledge of products and

target audience;

-Catalogues,

-IT Devices;

-Sketches, ,

- counseling with suppliers,

-research of trends and products;


work


106

-laws of visual composition in the

construction of an exhibition. 5

- Display materials.

Applying advertising and

product promotion

-Advertising techniques -

promotion of products/ services.

- It Devices;

-social

-networks;

- flyers and other publicity

ways,

-Brainstorming

Group discussions


work

Organizing display areas

decoration and window

dressing

-Environment display

-Window dressing project

-Decoration project

- Catalogues,

-IT Devices;

-Sketches,

- Display materials

-research of trends and products;

-Group discussion.

-individual and

teamwork.

Managing the store team -Recruiting and selecting

-work schedules;

- Team Training,

-It Devices

-Software programs

-Internet

-interviews;

- Analysis of documents.


work.


107

Portugal



-Empathy; Good

presentation;

- fluent communication skills

-Achievement of quality standards - efficiency

-satisfaction; innovation;

- quality service.

-Achievement of quality standards -development of the marketing

plan

-satisfaction; innovation;

-quality service

-Good management and logistic

organization;

-Good communication flow

-efficiency

- good quality services;

-campaigns;

-guarantee satisfaction

-Achievement of quality standards - development of the

merchandising plan

Achievement of quality

standards

-Good organization of display;

-Functional area.

- efficiency; organization; innovation;

- creativity

- well management of the

intervention area

-Good organization of

display;

-Functional area

-Correct use of safety

and health rules

-Good value for money. - Good advertisement;

- Incensement of sales;

-development of the

advertising plan

-Good value for money.

- Good organization of

display; functional area;

- appealing storefronts;

- Efficiency; originality; innovation;

- creativity

- Good presentation of the

storefronts

-Good organization of

display;

-Functional area

-Correct use of safety

and health rules

- good quality services;

- good presentation

-Achievement of quality standards -Efficiency;

-good management of the


108

team


109

B 5.8 Florist manager (detailed)

Lithuania


work processes after your

finished your focus groups

Subject matter for

skilled work

Tools

Methods Organization of skilled work

Preparation of plant floral

material

Plant floral material Floristic tools and material Analysis, synthesis,

evaluation

Individual work; work under the

supervision of another person; teamwork

Selection of non-plant

materials

Non-plant materials Floristic tools and material Analysis, synthesis,

evaluation



Organisation of production Florist workplace Floristic tools and material Analysis, synthesis,

evaluation



Application of arrangement

techniques

Material for

composition and

decoration

Tools and material for

metal, cardboard, wood

processing

Analysis, synthesis,

evaluation



Composition and

decoration of floristic

articles

Floristic article Floristic tools and material Analysis, synthesis,

evaluation



Sales of floristic articles Sales contracts,

marketing and

advertising

IT equipment, photo,

video material and

equipment

Analysis, synthesis,

evaluation


supervision of another person

Personnel management Organized staff work IT equipment Analysis, synthesis,

evaluation

Individual work

Advising customers Consultation IT equipment Analysis, synthesis Individual work


110

Lithuania



Proper selection of plants/floristic

material according to customer

requirements

Internal quality procedures;

compliance with technological

requirements; safe work

Provision of the

information required by

specific tasks

Compliance with

environmental standards

Proper selection of non-plant

materials according to customer

requirements




Provision of the


specific tasks

Compliance with


Proper workplace preparation;

preparedness for service provision




Provision of the


specific tasks

Compliance with


Proper application of composition

techniques for qualitative

performance of the order




Provision of the


specific tasks

Compliance with


Proper selection of plants/floristic

material and non-plant materials

according to customer requirements




Provision of the


specific tasks

Compliance with


Proper selection of floristic articles

marketing and sales strategies




Provision of the


specific tasks

Social responsibility

Proper application of Personnel

management principles



requirements

Provision of the


specific tasks



111

Proper assessment of the needs and

professional consultation

Internal quality procedures Provision of the


specific tasks



Countries

112

© Copyright 2015 EUROPARTNERSS Consortium

Consisting of:

Karalius Mindaugas Vocational Training Centre, Lithuania, Kaunas

Johanniter Akademie Bildungsinstitut Mitteldeutschland, Germany, Leipzig

Euroform RFS, Italy, Rende

Esprominho - Escola Profissional Do Minho, LDA, Portugal, Braga

SBG Dresden, Germany, Dresden

Wisamar Bildungsgesellschaft Gemeinnuetzige GmbH, Germany, Leipzig

Federazione CNOS FAP Veneto, Italy, Venezia mestre

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acknowledgement of the authors of the document and all applicable portions of the copyright

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All rights reserved.

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