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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT PASTRY COOK
Occupation: Assistant Pastry Cook
Occupation Description:
The Assistant Pastry Cook assists in the production of cakes, pastries, garnishes, ice-creams and baked items. This includes gathering ingredients and equipment to prepare desserts and pastries while following standard recipes and procedures to deliver high quality food and consistent baked goods.
He/She should be a fast learner, timely in nature, creative, have good organisational and communication skills, and be able to multi-task. He must be able to perform physical taks, work in a high volume production environment and maintain a clean working environment.
Important Points to Note about this DocumentThis document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1. 1
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT PASTRY COOK
The skills expected of the Assistant Pastry Cook are summarised as below:
Skill Category Skill
Analytical, Conceptual and
Evaluative1. Solve Problems and Make Decisions at Operations Level
Customer Experience
2. Contribute to Customer Service over Various Platforms3. Project a Positive and Professional Image4. Provide Go-the-Extra-Mile Service5. Respond to Service Challenges
Food and Beverage
Production
6. Demonstrate Baking Techniques, Mixing Methods, and Piping Skills
7. Maintain Quality Control Procedures8. Make Basic Cakes9. Make Cookies10. Make Muffins and Scones11. Make Tarts and Short-crust Pastry12. Prepare Deep Fried Ready-to-Use Products13. Prepare Equipment and Ingredients14. Prepare Pre-mix, Frozen and Bake-off Products15. Prepare Sweet and Savoury Fillings, Sauces and Creams
Infocomm Technology
16. Use Essential Features of a Computer17. Use Primary Functions and Applications of a Tablet
Innovation 18. Cultivate a Productivity and Innovative Mindset
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Leadership 19. Demonstrate the Service Vision
People and Relationship Management
20. Work in a Diverse Service Environment
Planning and Implementation 21. Implement Operations for Service Excellence
Workplace Safety and Health 22. Provide Safety and Security for Customers
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Skill Code ES-ACE-102G-1
Skill Category Analytical, Conceptual and Evaluative
Skill Sub-Category (where applicable) N/A
Skill Solve Problems and Make Decisions at Operations Level
Skill Description
This skill describes the ability to acquire problem-solving and decision-making techniques. It also includes proactively identifying the root causes to a problem and taking responsibility for the decisions within own circle of influence.
Knowledge and Analysis
The ability to understand:
Procedure for evaluating selected ideas for problem-solving Factors to consider in selecting suitable modes of communication Methods to determine the strengths and limitations and constraints of
each selected idea Areas of impact from implementation of an action plan Types of evaluation methods to determine effectiveness of
implemented solutions and action plan Techniques to identify sources of failure in the implemented solution
and action plan Potential areas requiring corrective action Types of corrective actions Reflective mechanisms for the entire problem-solving process
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work
The ability to:
Recognise symptoms that could lead to potential problems at the workplace using appropriate tools and techniques
Identify deviations from organisational norm and SOPs based on symptoms identified
Identify the possible root causes of the problems using appropriate tools and techniques
Implement action plan at the workplace based on organisational SOP Identify preventive measures to avoid recurrence of similar problems in
the future based on appropriate tools and techniques
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Innovation and Value Creation
The ability to:
Generate and select ideas to solve the problem using creative and logical thinking
Evaluate selected ideas using pertinent criteria and choose the most desirable ones as solutions to the problems
Evaluate the effectiveness of the implemented solutions and action plan and initiate corrective actions where necessary
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
Social Intelligence and Ethics
The ability to:
Identify relevant parties' priorities and concerns and use suitable communication mechanisms and modes to garner agreement from relevant parties on chosen solution and action plan
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
Learning to Learn The ability to:
Identify impact of the problems on own job responsibilities and other parties involved and make adjustments of own work processes and working methods
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
Range of Application N/A
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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Version Control
Version Date Changes Made Edited by
ES-ACE-102G-1 1-Sep-16 Initial Version WDA
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1. 6
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Skill Code SVCF-CS-101E-1
Skill Category Customer Experience
Skill Sub-Category(where applicable)
N/A
Skill Contribute to Customer Service over Various Platforms
Skill Description
This skill describes the ability to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying a professional etiquette and escalating feedback received over various platforms.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Platforms to engage customers Reasons for engaging with customers over various platforms Types of available organisational resources Methods to portray professional etiquette over various platforms Principles of effective communication Methods to escalate feedback
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Leverage on organisational resources when engaging with customers over various platforms
Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
Escalate feedback received over various platforms using appropriate channels and in accordance with the organisation’s guidelines
Innovation and Value Creation
It refers to the ability to
The ability to:
Identify and suggest areas of improvement that may arise out of one’s interaction with customers
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generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Adhere to code of ethics when handling customers over various platforms
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Keep abreast of changes in organisational resources used when engaging customers
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Platforms over which customers may be engaged with must include:
Telephone Social media such as internet forums and social networks E-mail/mail
Organisational resources used when engaging customers must include: Stock lists Contact details of stockists Organisation policies (e.g. return and exchange policies) Customer complaint forms
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Product knowledge databases Standard Frequently Asked Questions (FAQs) supplied by organisation Customer Relationship Management (CRM) databases
Version Control
Version Date Changes Made Edited by
SVCF-CS-101E-1 1-Sep-16 Initial Version WDA
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1. 9
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Skill Code SVCF-CS-102C-1
Skill Category Customer Experience
Skill Sub-Category(where applicable)
N/A
Skill Project a Positive and Professional Image
Skill Description
This skill describes the ability to project a professional image when serving customers. It also includes equipping oneself with a positive and customer-oriented mindset to impress and wow customers in their day-to-day engagement.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Impact of one’s professional image and persona on the organisation Methods to project a professional image and persona Principles of effective communication Non-verbal communication skills Types of customers
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Recognise the impact of one’s professional image and persona on the organisation
Project a professional image and persona in accordance with organisational guidelines
Communicate professionally with customers in accordance with organisation’s guidelines
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Adhere to professional codes of conduct when projecting a professional image
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Monitor others’ reactions to own professional image by obtaining verbal and non-verbal feedback from customers, peers and supervisors
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Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
A professional image is the set of qualities and characteristics that represent perceptions of one’s competence as judged by customers, superiors, subordinates and colleagues.
Persona may be defined as the conduct of one at work which characterizes the organisation.
Impact of one’s professional image and persona on self and the organisation must include: Increased customer confidence in the organisation’s product or services Increased customer retention and loyalty Enhancing brand value of organisation’s product or services Positive first impression of the organisation Positive associations with the organisation’s product brand
Version Control
Version Date Changes Made Edited by
SVCF-CS-102C-1 1-Sep-16 Initial Version WDA
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Skill Code SVCF-CS-101C-1
Skill Category Customer Experience
Skill Sub-Category(where applicable) N/A
Skill Provide Go-the-Extra-Mile Service
Skill Description
This skill describes the ability to provide go-the-extra-mile service to exceed customer expectations and create a positive customer experience. It also includes demonstrating the qualities and characteristics of a service professional and escalating feedback on areas of improvement to enhance the customer experience.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types of customers Customer needs and expectations Qualities and characteristics of a service professional Importance of go-the-extra-mile for service to oneself and the
organisation Methods to exceed customer expectations Principles of effective communication Methods to escalate areas of improvement to enhance customer
experience
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Recognise the diverse range of customers and their needs and expectations
Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Escalate feedback through appropriate channels on areas of improvement to enhance the customer experience
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Empathise with customers’ needs to exceed customers’ expectations to create a positive customer experience
Demonstrate customer-friendly communication principles in go-the-extra-mile interactions with customers
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Seek customer’s feedback on service delivery to improve own performance in providing go-the-extra-mile service
Range of Application
(where applicable)
Customer expectations may be defined as the perceived value customers seek from the purchase of a good or service and must include:
Reliability Quality of product/service
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It refers to the critical circumstances and contexts that the skill may be demonstrated.
Safety of product/service Performance of product/service Aesthetic appearance of product/service Comfort of product/service Durability of product/service
Qualities and characteristics of a service professional must include: Ability to work with diverse team members Good communication skills Integrity Positive attitude Flexible and ability to adapt to provide service to a diverse range of
customers Proactive in seeking out unmet needs of customer Consistent service Initiative Customer-first mindset
Go-the-extra-mile service is defined as service that exceeds both internal and external customer expectations and must include: Being aware of the different customer’s needs before approaching
customers Offering alternate solutions to customers Providing value-add services to customers (e.g. calling another store in
the area to see if that product is available) Suggesting alternate choices to customers when preferred choices are
not available
Establishing rapport with customers to build relationships with customers who frequent the establishment
Following up with customers on unanswered questions
Customer experience is the sum of all experiences a customer has with an organisation and its product or service. A positive customer experience makes the customer feel happy, satisfied, justified, valued, served and cared for throughout their relationship with the organisation. The ability to deliver a positive customer experience enhances customer loyalty and retention.
Methods to offer customised and personalised service must include: Balancing time spent with one customer against the needs of other
customers Treating customers as individuals Varying personal approaches in response to customer attributes such
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as being patient with older customers and being sensitive when handling customers from different cultural backgrounds
Acceding to customer’s special requests according to organisational guidelines such as extending warranty period
Up-selling products or services by offering the customer the opportunity to purchase additional item
Cross-selling products or services by offering the customer additional options to complement their purchase
Version Control
Version Date Changes Made Edited by
SVCF-CS-101C-1 1-Sep-16 Initial Version WDA
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Skill Code SVCF-CS-103C-1
Skill Category Customer Experience
Skill Sub-Category (where applicable) N/A
Skill Respond to Service Challenges
Skill Description
This skill describes the ability to respond to challenging service situations through the use of appropriate verbal and non-verbal communication techniques. It also includes recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types of triggers in the service environment Types of service challenges Importance of responding to service challenges Principles of effective communication Method to escalate service challenges Service escalation channels Resilience and methods to demonstrate resilience
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Use service recovery procedures to respond to service challenges in accordance with organisation guidelines
Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines
Demonstrate resilience in the handling of service challenges
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Strive for win-win outcomes when handling service challenges Identify and suggest areas of improvement that may arise out of service
challenges
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Empathise with customers while facing service challenges to prevent situation from escalating
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges
Reflect on own handling of service challenges to improve performance in future situations
Monitor own service delivery to avoid creating situations that may give rise to service challenges
Range of Application
(where applicable)
It refers to the critical circumstances and
Triggers may be defined as causes of an event or situation that may lead to service challenges.
The service environment may be defined as the workplace where products or services are sold or delivered. It includes the shop-front, back-room operations or store.
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contexts that the skill may be demonstrated. Triggers in the service environment must include:
Un-trained service staff Poor attitude of staff Lack of urgency to resolve complaints and feedback Long waiting times and queues Unresolved issues or problems Poor response to information requested Un-informed staff Lack of communication Lack of availability of product Poor product or service quality
Service challenges must include: Customer complaints on products or services Negative feedback from customers on service delivery
Service recovery is a procedure for dealing with customers’ service challenges. It must include: Listening to the customer to identify the cause of the service challenge Using verbal and non-verbal communication to address service
challenge Apologising to the customer immediately Taking immediate action to resolve the situation Showing empathy Conducting follow-up with customer
Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.
Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity,
stress or adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace
Version Control
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Version Date Changes Made Edited by
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Skill Code FSS-FBP-2001-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Baking
Skill Demonstrate Baking Techniques, Mixing Methods, and Piping Skills
Skill Description This skill describes the ability to apply the knowledge and skills in basic baking techniques, mixing methods, and piping skills.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of baking tools and equipment Types of mixing, piping and cooking methods and importance
of using them correctly Importance of using correct cookware and bakeware Types, characteristics, functions and quality indicators of
baking ingredients Importance of using appropriate equipment to achieve the
correct temperature during the baking process Methods and types of equipment used for controlling
temperature Importance of accuracy in measurement of ingredients Different systems of measurement (metric, imperial) and
methods of conversion Importance of quality checks and control, handling and
storing of ingredients Food and workplace safety and health (WSH) requirements
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Assemble baking tools, equipment and ingredients Prepare baking equipment Prepare baking ingredients Apply mixing methods in the baking and pastry making
process Apply piping methods in the baking and pastry process Reinstate work station in accordance with organisational
procedures and recipes, food and Workplace Safety and Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Health requirements
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food and workplace safety and health requirements
Communicate with co-worker and/or supervisor to achieve organisational objectives
Demonstrate trust, respect and support towards co-worker and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-worker and/or supervisor
Keep up to date on industry trends in the food and beverage sector, in particular the baking industry
Range of Application Food safety and health requirements must include:
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(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2046-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
N/A
Skill Maintain Quality Control Procedures
Skill Description
This skill describes the ability to maintain quality control procedures in food and beverage operations. It also includes following quality control guidelines, food and beverage hygiene and safety guidelines, portion control guidelines, maintaining quality control of food products and demonstrating plating/presenting food.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Guidelines and requirements on quality control, food safety and hygiene and portioning for food preparation
Indicators of food freshness and quality Importance of labelling Impact of loss due to low-quality food on operations Impact of personal hygiene on food safety and quality Importance of cleansing and sanitising food storage areas
and preparation equipment Causes of foodborne illnesses Impact of portioning on food cost and operations Importance of customer service and customer service
policies Differences between religious dietary customs and
requirements Common food allergies Medical diet alternatives Control measures to minimise cross-contamination Importance of consistency between menu items and final
products Purpose of plating and garnishing and the impact on
customer's perception of quality Required documentation for quality control and food safety
and hygiene
Application and The ability to:Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
Execute and maintain standards according to quality control guidelines
Maintain the safety and hygiene level for food products, equipment and storage areas
Control food portioning according to guidelines Demonstrate quality plating and/or presenting of food Complete documentation on quality control and safety and
hygiene Explain and serve customers with knowledge of food, menu
and diets in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Suggest ways to maintain quality of products and/or ingredients
Share feedback on current preparation process
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food handling legislative requirements to meet quality standards
Build rapport with customers Build rapport with co-workers and/or supervisor to achieve
organisational objectives Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace Demonstrate cultural, religious and gender sensitivity
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of
The ability to:
Engage in self-reflection to improve on quality of task assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
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work. Accept feedback from co-worker and/or supervisor in a
considerate and constructive manner Identify available opportunities to learn from co-worker and/or
supervisor Understand the brand values and standards and apply the
brand standards in day to day work Monitor own output to ensure consistency is maintained
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2046-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2005-1.1
Skill Category Food and Beverage
Skill Sub-Category (where applicable)
Food and Beverage Production
Skill Make Basic Cakes
Skill Description This skill describes the ability to apply the knowledge and skills in making basic cakes.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of baking tools and equipment Types, characteristics, functions and quality indicators of
baking ingredients Recipes and methods of preparing different types of basic
cakes Importance of using correct ratio and proportion of
ingredients Importance of sifting dry ingredients Importance of controlling temperature of butter Importance of aerating batter for sponge cake Principles of baking basic cakes Methods of cooling and storing cake products Quality characteristics of basic cake products Common faults in cake products and how to prevent them Food and Workplace Safety and Health (WSH) requirements
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Assemble baking tools and equipment Prepare ingredients for cake making Prepare batter for baking Bake batter Cool and store finished cake products Reinstate work station in accordance with organisational
procedures, food and Workplace Safety and Health (WSH) requirements
Innovation and Value NILCopyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food and workplace safety and health requirements
Communicate with co-worker and/or supervisor to achieve organisational objectives
Demonstrate trust, respect and support towards co-worker and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-worker and/or supervisor
Keep up to date on industry trends in the food and beverage sector, in particular the baking industry
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety & Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis & Critical Control Points management system (HACCP)
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Version Control
Version Date Changes Made Edited by
FSS-FBP-2005-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2006-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Pastry
Skill Make Cookies
Skill DescriptionThis skill describes the ability to apply the knowledge and skills in making cookies. This also includes the types and uses of baking tools, equipment and ingredients.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of baking tools and equipment Types, characteristics, functions and quality indicators of
baking ingredients Recipes and methods of preparing cookies Importance of using correct ratio and proportion of
ingredients Importance of sifting dry ingredients and resting dough Techniques of piping and cutting the dough Principles of baking cookies Indicators od doneness Methods of cooling and storing cookie products Quality characteristics of cookie products Common faults in making cookie products that affects its
quality and how to prevent them Food and Workplace Safety and Health (WSH) requirements
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Assemble baking tools and equipment Prepare ingredients for making cookies Prepare and shape/cut dough for baking and add pre-baked
toppings or finishing Bake dough Cool and store finished cookie products Reinstate work station
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food and WSH requirements Communicate with co-worker and/or supervisor to achieve
organisational objectives Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-worker and/or supervisor
Keep up to date on industry trends in the food and beverage sector, in particular the baking industry
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis and Critical Control Points management Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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may be demonstrated.system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2006-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2007-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Baking
Skill Make Muffins and Scones
Skill DescriptionThis skill describes the ability to apply the knowledge and skills in making muffins and scones. It also includes the types and uses of baking tools, equipment and ingredients.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of baking tools and equipment Types, characteristics, functions and quality indicators of
baking ingredients Recipes and methods of preparing different types of muffins
and scones Importance of using correct ratio and proportion of
ingredients Importance of sifting dry ingredients Importance of controlling temperature of butter Impact of different flours and ingredients on quick bread and
muffin texture, taste, aroma and appearance Principles of baking muffins and scones Indicators of doneness Methods of cooling and storing muffin and scone products Quality characteristics of muffin and scone products Common faults in making muffin and scone that affects the
quality of the products and how to prevent them Food and Workplace Safety and Health (WSH) requirements
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to
The ability to:
Assemble baking tools and equipment Prepare ingredients for making muffins and scones Prepare batter and dough for baking Bake batter and dough Cool and store finished muffin and scone products Reinstate work station
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and manage the changes at work.
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food and workplace safety and health requirements
Communicate with co-worker and/or supervisor to achieve organisational objectives
Demonstrate trust, respect and support towards co-worker and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-worker and/or supervisor
Keep up to date on industry trends in the food and beverage sector, in particular the baking industry
Range of Application Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public
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(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH
Act 2006 and all updates and current policies Hazard Analysis and Critical Control Points management
system (HACCP)Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2007-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2008-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Pastry
Skill Make Tarts and Short-Crust Pastries
Skill DescriptionThis skill describes the ability to apply the knowledge and skills in making tarts and short-crust pastries. It also includes the types and uses of baking tools, equipment and ingredients.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of baking tools and equipment Types, characteristics, functions and quality indicators of
baking ingredients Types of fillings and toppings suited for different types of tarts
and short-crust pastries Recipes and methods of preparing different types of tart and
short-crust pastry products Importance of using correct ratio and proportion ingredients Importance of sifting dry ingredients and resting dough Importance of controlling temperature of butter Techniques to shape dough for baking (including blind-
baking) Principles of baking tarts and short-crust pastries Indicators of doneness Methods to cool and store tart and short-crust pastry products Quality characteristics of tart and short-crust pastry products Common faults in tart and short-crust pastry products and
how to prevent them Food and Workplace Safety And Health (WSH) requirements
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Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Assemble baking tools and equipment Prepare ingredients for making tarts and short crust pastries Prepare dough and fillings for baking Bake dough Cool, assemble and store tart and short-crust pastry products Reinstate work station
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food and WSH requirements Communicate with co-worker and/or supervisor to achieve
organisational objectives Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-worker and/or
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supervisor Keep up to date on industry trends in the food and beverage
sector, in particular the baking industry
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2008-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2029-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Skill Prepare Deep Fried Ready-to-Use Products
Skill Description
This skill describes the ability to prepare deep-fry ready-to-use products. It also includes deep-frying ready-to-use products, prepare buns, flatbreads and garnishes and assemble and package deep-fried products.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of tools and equipment used for preparing deep-fried ready-to-use products
Types, characteristics and indicators of quality of ingredients for preparing deep-fried ready-to-use products
Deep frying methods Types, characteristics of oil, smoking points, and signs of oil
breakdown Caramelisation process and importance of even
caramelisation Importance of preventing shortages or overages of food
products Standard guidelines to assemble finished products Procedure to assemble and package deep fried products First-in, first-out procedures for cooked products Indicator of doneness Methods of presenting and storing finished products Quality standards of deep fried ready-to-use products Common faults in deep fried ready-to-use products and how
to prevent them
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the
The ability to:
Assemble tools and equipment for preparing deep-fried ready-to-use products
Measure, prepare and check the quality of ingredients for preparing deep-fried ready-to-use products
Prepare accurate quantities of ingredients Setting up for and deep fry products for the required time Draining oil from the finished products Apply garnish, sauces and condiments where applicable
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changes at work. Assemble final products and package them where applicable Plate and present finished products or store appropriately to
prolong their shelf life in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Suggest ways to maintain quality of products and/or ingredients
Share feedback on current process
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food handling legislative requirements to meet quality standards
Build rapport with customers Build rapport with co-workers and/or supervisor to achieve
organisational objectives Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace Demonstrate cultural, religious and gender sensitivity
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Engage in self-reflection to improve on quality of task assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Identify available opportunities to learn from co-worker and/or supervisor
Understand the brand values and standards and apply the brand standards in day to day work
Monitor own output to ensure consistency is maintained
Range of Application Food safety and health requirements must include:
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(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2029-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2022-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Service Preparation
Skill Prepare Equipment and Ingredients
Skill Description
This skill describes the ability to apply the knowledge and skills in preparing equipment and ingredients. It also includes assembling ingredients and equipment, weighing and measuring ingredients, preparing pans, preparing dried, frozen and concentrated products for use.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Purpose and importance of preparing equipment and ingredients
Importance of using fresh, high quality ingredients Signs of food product damage Types and uses of tools and equipment required for different
cooking techniques Types, characteristics and functions of ingredients Different systems of measurement (metric, imperial) and
methods of conversion Methods of calibrating and using weighing scale Types, characteristics and uses of pans Importance of selecting, preparing and cleaning pans Meaning of terms used on packaging Limitations and advantages of using concentrates and mixes
on quality of end products Food and workplace safety and health requirements and
relevant industry standards
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the
The ability to:
Assemble cooking tools and equipment Weigh and measure ingredients Prepare pans Prepare dried, frozen and concentrated products for use Reinstate work station in accordance with organisational
procedures and Workplace Safety and Health requirements
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changes at work.
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Suggest ways to maintain quality of food ingredients Share feedback on current production processes with
reference to organisational procedures
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food and workplace safety and health requirements
Communicate with co-worker and/or supervisor to achieve organisational objectives
Demonstrate trust, respect and support towards co-worker and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-worker and/or supervisor
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis and Critical Control Points management system (HACCP)
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may be demonstrated. Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2022-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-3021-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Baking
Skill Prepare Pre-mix, Frozen and Bake-Off Products
Skill DescriptionThis skill describes the ability to prepare pre-mix, frozen and bake-off products. It also includes using frozen bake-off products, pre-mixes and ready-to-use products.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of tools and equipment for preparing pre-mix, frozen and bake-off products
Types, characteristics and indicators of quality of cooking and/or baking ingredients
Common terms used in food preparation and packaging Quality indicators of pre-mix, frozen and bake-off products Methods to prepare pre-mixes, frozen and bake-off products Advantages and disadvantages of using pre-mix Indicator of doneness Methods of presenting and storing finished products Quality standards of pre-mix, frozen and bake-off products Common faults in pre-mix, frozen and bake-off products and
how to prevent them
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Assemble tools and equipment for preparing pre-mix, frozen and bake-off products
Measure, prepare and check the quality of ingredients for preparing pre-mix, frozen and bake-off products
Follow pre-use instructions on food preparation Verify the product quality which may include examining
products, packaging, shelf-life and expiry dates to identify any signs of damage
Prepare pre-mix, frozen and bake-off products using various cooking methods, tools and equipment by following product instructions
Plate and present finished products or store appropriately to prolong shelf life in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Suggest ways to maintain quality of products and/or ingredients
Share feedback on current process
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food handling legislative requirements to meet quality standards
Build rapport with customers Build rapport with co-workers and/or supervisor to achieve
organisational objectives Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace Demonstrate cultural, religious and gender sensitivity
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Engage in self-reflection to improve on quality of task assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Identify available opportunities to learn from co-worker and/or supervisor
Understand the brand values and standards and apply the brand standards in day to day work
Monitor own output to ensure consistency is maintained
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis and Critical Control Points management
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may be demonstrated.system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-3021-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBP-2031-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Pastry
Skill Prepare Sweet and Savoury Fillings, Sauces and Creams
Skill DescriptionThis skill describes the ability to prepare, evaluate and store vanilla sauce, pastry cream, syrup and fruit coulis, fruit filling and savoury filling.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Types and uses of tools and equipment for preparing vanilla sauce, cream, syrup and fruit coulis, fruit filling and savoury filling
Types, characteristics and indicators of quality of cooking/ baking ingredients of vanilla sauce, cream, syrup and fruit coulis, fruit filling and savoury filling
Methods to prepare sweet and savoury fillings, sauces and creams
Importance of not boiling sauce Importance of cooling sauce and cream quickly Types of thickeners to be used Stages and characteristics of cooked sugar Causes of sugar crystallization and how to prevent them Types of fruits for preparation methods Variety of products that can be used as savoury filling Various uses of vanilla sauce, pastry cream, syrup, fruit
coulis, fruit fillings, and savoury fillings Indicator of doneness Methods of presenting and storing finished products Quality standards of sweet and savoury fillings, sauces and
creams Common faults in sweet and savoury fillings, sauces and
creams and how to prevent them
Application and Adaptation
The ability to:
Assemble baking tools and equipment for sweet savoury
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It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
fillings, sauces and creams Measure and prepare ingredients for sweet savoury fillings,
sauces and creams Prepare sweet and savoury fillings, sauces and creams which
may include tempering egg mixture, cook sugar, matching fruits and using thickener and cooling products quickly
Bake products that use sweet and savoury fillings, sauces and creams
Check consistency of finished products and other doneness assessment
Cool sweet savoury fillings, sauces and creams Label with production date and store finished products
in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Suggest ways to maintain quality of products and/or ingredients
Share feedback on current process
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food handling legislative requirements to meet quality standards
Build rapport with customers Build rapport with co-workers and/or supervisor to achieve
organisational objectives Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behavior at the workplace Demonstrate cultural, religious and gender sensitivity
Learning to Learn The ability to:
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It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
Engage in self-reflection to improve on quality of task assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Identify available opportunities to learn from co-worker and/or supervisor
Understand the brand values and standards and apply the brand standards in day to day work
Monitor own output to ensure consistency is maintained
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBP-2031-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
Skill Code ES-FSI-112G-1 Skill Category Infocomm Technology
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Skill Sub-Category(where applicable) N/A
Skill Use Primary Functions and Applications of a Tablet
Skill Description
This skill describes the ability to apply basic knowledge and skills to operate a tablet. It also includes performing common operations, applying settings and securing a tablet, using a secure wireless network and setting up online accounts, using a web browser to search and bookmark webpages, working with images and videos, managing applications as well as storing data in a tablet
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Features of a tablet Common operations in a tablet Tools and settings in a tablet Concepts relating to tablet security Concepts relating to network connections in a tablet Concepts relating to account creation in a tablet Concepts relating to using of web browser in a tablet Concepts relating to image and video management Concepts relating to application management Concepts relating to storage management
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Operate and secure a tablet by applying appropriate functions and security measures
Use a secure wireless network to set up online accounts for different services according to requirements using primary functions and procedures
Use a web browser to browse, search and bookmark webpages according to requirements using primary functions and procedures
Manage images and videos in a tablet according to requirements using primary functions and procedures
Manage applications in a tablet according to requirements using primary application management functions
Store data in a tablet according to requirements using primary storage functions
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Enhance utility of tablets by connecting to other devices such as computers, printers and video players
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Seek assistance and guidance from peers on difficulties and problems faced when using a computer or device
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Develop good practices in checking and previewing documents, worksheets and messages
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
Version Control
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Version Date Changes Made Edited by
ES-FSI-112G-1 4-Aug-17 Initial Version SSG
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Skill Code FSS-INO-2001-1.1
Skill Category Innovation
Skill Sub-Category (where applicable) N/A
Skill Cultivate a Productivity and Innovative Mind-set
Skill Description This skill describes the ability to identify and apply techniques and tools for potential productivity improvement at workplace.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
The concept and definition of productivity Importance of productivity for business and employees Components of a productivity framework Internal and external factors affecting productivity
improvement Methods of measuring staff productivity and performance Types of tools and techniques for productivity improvement
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Explain the concept of productivity to staff Identify energiser for productivity based on productivity
mindset Recognise needs in employees' development and
organisational goals for productivity improvement Apply techniques and tools for potential productivity
improvements Measure and improve productivity in various work areas, in
accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work
The ability to:
Identify areas of improvement in productivity processes
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performance and/or enhance business values that are aligned to organisational goals.
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Monitoring organisational compliance with food handling legislative requirements to meet quality standards
Ensure good rapport with customers and internal stakeholders
Develop and maintain relationships by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives
Exhibit and ensure that team members demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Identify gaps in learning and select approach to close the learning gap and improve on quality of task assigned
Provides feedback to co-worker and/or supervisor in a considerate and constructive manner
Keep up to date on industry trends in the food and beverage sector
Identify available opportunities to learn from co-worker and/or supervisor for ownself and suggest opportunities for subordinates
Ensure that others understand and apply the brand standards Be a role model for subordinates to adopt the brand
standards Develop SOPs which ensure consistency in work output Monitor others to ensure that consistency is maintained in
their work output
Range of Application
(where applicable)
It refers to the critical circumstances and
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
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contexts that the skill may be demonstrated.
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
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Skill Code SVCF-LS-101C-1
Skill Category Leadership
Skill Sub-Category(where applicable)
N/A
Skill Demonstrate the Service Vision
Skill Description
This skill describes the ability to recognise the role and impact that one plays in demonstrating the organisation’s vision, mission and values. It also includes suggesting ways to improve service delivery and monitoring own performance to enhance service delivery standards.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Organisation’s vision, mission and values Organisation’s code of conduct in service delivery Methods to demonstrate service delivery in line with the organisation’s
vision, mission and values Role one plays in contributing to the organisation’s vision, mission and
values Significance and impact that one has on the organisation’s service
value chain and service standards Methods to monitor own performance
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Demonstrate service delivery in accordance with the organisation’s vision, mission and values
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work
The ability to:
Recognise the significance and impact that one has on the organisation’s service value chain and service standards
Suggest ways to improve service delivery that may value-add to the organisation’s service value chain and increase service standards
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performance and/or enhance business values that are aligned to organisational goals.
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Adhere to organisation’s professional code of conduct in service delivery
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Monitor own performance to ensure consistency with the organisation’s vision, mission and values
Obtain feedback to improve own service delivery performance through feedback from peers, supervisors and customers
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
An organisation’s service value chain is made up of multiple stakeholders at different levels, all of whom have a part to play within the organisation in upholding the organisation’s service standards.
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SVCF-LS-101C-1 1-Sep-16 Initial Version WDA
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Skill Code SVCF-PP-101C-1
Skill Category People and Relationship Management
Skill Sub-Category (where applicable) N/A
Skill Work in a Diverse Service Environment
Skill DescriptionThis skill describes the ability to apply emotional intelligence and handle diversity in a service environment. It also includes demonstrating inclusiveness and resilience when faced with challenges.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Importance of inclusiveness when working in a diverse service environment
Types of diversity markers Diversity challenges and opportunities Aspects of emotional intelligence Methods to demonstrate resilience Methods to monitor own actions in handling diversity
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Demonstrate resilience when faced with challenges in a diverse service environment
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Translate different perspectives on diversity from colleagues into ideas that may add value to organisation’s service delivery
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Apply emotional intelligence when interacting with team members and customers in a diverse service environment
Deliver service in line with organisation’s service standards to a diverse range of customers
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Monitor own actions in handling diversity in the service environment to hone own ability to handle diversity
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Inclusiveness is defined as showing respect for people from diverse backgrounds.
Emotional intelligence may be established as the ability to identify, assess, and control the emotions of oneself, of others, and of groups.
Aspects of emotional intelligence must include:
Knowing one’s emotions Managing one’s emotions
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Motivating oneself Recognising and understanding others’ emotions Managing relationships through use of Emotional Intelligence
Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.
Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity,
stressor or adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace
Version Control
Version Date Changes Made Edited by
SVCF-PP-101C-1 1-Sep-16 Initial Version WDA
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Skill Code SVCF-PL-101C-1
Skill Category Planning and Implementation
Skill Sub-Category (where applicable) N/A
Skill Implement Operations for Service Excellence
Skill Description
This skill describes the ability to deliver service as part of a team and escalate issues that may impact an organisation’s service standards. It also includes recognising one’s role in the organisation’s service value chain and acquiring information that is commonly sought by customers.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Importance of one’s role in the service value chain Sources of information commonly sought by organisation’s customers Principles of effective team communication Organisation’s service standards Effective communication skills Types of service performance issues Organisation’s service escalation process Channels to identify service performance issues
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Recognise the role that one plays in the service value chain Deliver service as part of a team according to the organisation’s service
standards Recognise opportunities and take initiative to assist colleagues in
service delivery
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Innovation and Value Creation
The ability to:
Recognise and escalate service performance issues that affect the organisation’s service standards It refers to the ability to
generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Adhere to organisation’s professional code of conduct in service delivery
Share information commonly sought by organisation’s customers with colleagues to enhance the team’s performance in service delivery
Learning to Learn The ability to:
Acquire information commonly sought by organisation’s customers to It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
Range of Application An organisation’s service value chain is made up of multiple stakeholders at different levels, all of whom have a part to play within the organisation in upholding the organisation’s service standards.
Service performance issues may be identified through the following channels:
Customer feedback Observation of the service environment Mystery shopping results report
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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Version Control
Version Date Changes Made Edited by
SVCF-PL-101C-1 1-Sep-16 Initial Version WDA
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Skill Code FSS-WSH-2001-1.1
Skill Category Workplace Safety and Health
Skill Sub-Category (where applicable)
N/A
Skill Provide Safety and Security for Customers
Skill Description
This skill describes the ability to provide safety and security for customers. It also includes following safety and security practices, responding to emergencies, providing lost-and-found services and protecting the privacy of customers
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Importance of being prepared for safety and security incidents
Safety, security and emergency procedures Preventive actions and the resultant reduction in risks to self,
co-workers and/or customers Importance of protecting people and properties Procedures for handling distressed customers Importance of knowing how to respond to different types of
emergencies Importance of responding, and being sensitive, to customers'
concerns Importance of maintaining customer confidentiality Lost-and-found procedures Importance of recording incidents in a report or log book
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Operate relevant emergency tools and equipment Ensure exits, traffic lanes, public areas and stairways are
kept clear of obstacles and potential hazards Take appropriate actions for different types of safety or
security problems Assist customers with safety or security concerns Assist in emergency service procedures Assist customers on lost-and-found cases Record and maintain information in incident report or log
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book
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Share feedback on current process
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with food handling legislative requirements to meet quality standards
Build rapport with customers Build rapport with co-workers and/or supervisor to achieve
organisational objectives Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational objectives
Demonstrate integrity and ethical behaviour at the workplace Demonstrate cultural, religious and gender sensitivity
Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Engage in self-reflection to improve on quality of task assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Accept feedback from co-worker and/or supervisor in a considerate and constructive manner
Identify available opportunities to learn from co-worker and/or supervisor
Understand the brand values and standards and apply the brand standards in day to day work
Monitor own output to ensure consistency is maintained
Range of Application Food safety and health requirements must include:
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(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-WSH-2001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Definitions of the Five (5) Domains
Domain Definition
Knowledge and Analysis
Knowledge includes the gathering of facts and information through traditional and digital forms. Analysis involves the cognitive processing, integration and inspection of single or multiple sources of facts and information required to perform work tasks and activities and takes into consideration, the work contexts in which the tasks and activities are carried out. The result of knowledge and analysis produce judgements on work tasks/activities/issues/areas, and the conceptualisation of solutions to solve problems at work.
Application and Adaptation
Application involves the ability to perform work tasks and activities defined by the requirements of the occupation. Adaptation involves the ability to react to and manage the changes in the work contexts. The result of application and adaptation leads to the production of psycho-motor actions and behavioural reactions to the work tasks/activities/issues/areas, and the execution of the planned solutions to solve problems at work.
Innovation and Value Creation
Innovation includes the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to the organisational goals. As a result of innovation, the organisation is able to reap the values from individual or team contributors to achieve organisational growth.
Social Intelligence and Ethics
Social intelligence includes the ability to appreciate and use affective factors in leadership, relationship and diversity management guided by professional codes of ethics as effective individuals or team contributors.
Learning to Learn
Learning-to-learn includes the ability to improve on self-development within and outside of one’s area of work. It involves the continual inspection of one’s knowledge, analytical, application, adaptive, innovative and social skills that are needed to perform the work optimally and/or solve problems effectively.
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