Higher AdministrationAdministrative Services
Outcome 1Page 1
Higher AdministrationAdministrative Services
Administrative Services
Outcome 1
1Give a description of the role of a senior Administrative Assistant for inclusionin a job description. 2
2Describe 2qualities you would expect to find in the person specification for asenior Administrative Assistant. 2
3When would an Administrative Assistant prepare an Action Plan?1
4A Priorities List should never be changed. True or False. Justify your answer. 4
5Describe 2benefits to the employee of good time management. 2
6Pick 2 problems that can arise from poor time management that have a negative impact on work. 2
7Setting achievable targets is one key to success. Explain 2advantages to an organisation of establishing targets. 2
8What is a Personal Development Plan used for and what information is contained in it? 2
9Choose any 2 methods of the methods of monitoring targets and suggest when such a method would be used. 4
10Organisations want to maximise the productivity of their workforce. Describe oneadvantage to an organisation of each of the following:
(i) effective planning 1
(ii) effective organising 1
(iii) effective monitoring. 1
11Describe 2benefits of effective team working to:
(i) the employee 2
(ii) the organisation. 2
Outcome 1Page 1
Higher AdministrationAdministrative Services
Administrative Services
Outcome 2
1Describe what is meant by outsourcing. 1
2Describe 2benefits to an organisation of outsourcing an activity or job.2
3Describe what is meant by a career break and explain 2benefits to an employee of taking a career break. 3
4Explain how modern flexible working practices impact on:
(i) the employee 2
(ii) the organisation. 2
5Describe 2possible effects on the employee of a move from a cellular office layoutto an open plan layout. 2
6Outline 2features of legislation affecting the work environment relating to eachofthe following areas:
(i)computer misuse
(ii)health and safety
(iii) security of information. 6
7Outline 2different methods of communicating legislation to employees.2
8Following on from a verbal warning state 2other consequences to the employee ofa breach of organisational procedures. 2
9Give 2possible consequences to the employee of breaching work-relatedlegislation. 2
10The head of ICT in your organisation is unaware of the contents of the Data Protection Act (1984 and 1998). Write a report for her highlighting the main points of DPA and how it protects individuals. 8
Outcome 2Page 1
Higher AdministrationAdministrative Services
Administrative Services
Outcome 3
1Compare and contrast internal and external recruitment procedures. 4
2Compare and contrast in-house and external staff training. 4
3Describe 2advantages to the employee of participating in a staff appraisal process. 2
4Describe 2advantages to an employee of undertaking continuous professionaldevelopment. 2
5Describe 2areas that might be covered by ‘staff friendly policies’. 2
6Describe 2staff welfare procedures (other than ‘staff friendly policies’). 2
7In what way does the introduction of ICT change the way in which staff are recruited and what are the training implications for staff? 4
8What is on-the-job training? Give 2 examples of on-the-job training?4
9What is off-the-jobtraining? Give 2 benefits of off-the-job training and one disadvantage. 4
10What factors must the interviewer consider prior to conducting an interview? 4
11What is the difference between a grievance procedure and a disciplinary procedure? 2
12Discuss 2 different types of test used during the selection interview.4
Outcome 3Page 1
Higher AdministrationAdministrative Services
Administrative Services
Outcome 4
1Describe eachof the following types of meetings:
(i) Annual General Meeting2
(ii) Extraordinary General Meeting2
(iii) Committee Meeting. 2
(iv) Board Meeting. 2
2Describe the role of the Chairperson during a meeting. 2
3Describe 2responsibilities of the Secretary before a meeting. 2
4Describe 2responsibilities of a Secretary during a meeting. 2
5Explain eachof the following terms used in the conduct of meetings:
(a)quorum
(b)proposer
(c)seconder
(d)unanimous
(e)casting vote
(f)postpone
(g)amendment
(h)abstain
(j)motion
(k)ballot
(l)resolution
(m)verbatim. 12
6Explain the use of eachof the following documents relating to meetings:
(i)Notice of Meeting
(ii)Agenda
(iii)Chairperson’s Agenda
(iv)Minutes. 4
7Describe the impact of technology on the organisation and conduct of meetings. 2
Outcome 4Page 1
Higher AdministrationAdministrative Services
Administrative Services
Outcome 5
1What is a mission statement and why is it important?4
2Describe how an organisation can benefit from eachof the following:
(i)customer care strategy
(ii)service level agreements
(iii)complaints procedure. 6
3Describe 2benefits of effective customer service to the organisation. 2
4Explain 2possible consequences of poor customer service to the organisation. 2
5What is a focus group and when would it be used?3
6Compare and contrast 2 different methods of gauging customer opinion.8
Outcome 5Page 1
Higher AdministrationInformation Technology for Managers
ITFM
Outcome 1
1Information required for decision making can be:
(i)primary
(ii)secondary
(iii)internal
(iv)external.
Choose 2from the above terms and explain giving one example of a source foreach. 4
2Compare and contrast qualitative and quantitative information. Use examples tosupport your answer. 4
3Good information is required to enable effective decisions to be made. Describe 2 features of good information. 2
4Different levels of management are charged with making different levels of decision. Describe 2decisions from the following list and state which levels of managementwould be responsible for making those decisions.
(i)a strategic decision
(ii)a tactical decision
(iii) an operational decision. 4
6Common Sources of Information – please complete the table below:
names, addresses, phone, fax numbers classified by trades and professions.ABC World Airways Guide
Roget’s Thesaurus
road maps; hotels; garages
brief histories of famous living people
Pears Cyclopaedia
Outcome 1Page 1
Higher AdministrationInformation Technology for Managers
ITFM
Outcome 2
1Choose 4 features of electronic diaries that you consider to be the most beneficial. Justify your choices. 4
2Give a description of the following input devices:
(i)light pen
(ii)bar coding
(iii)magnetic ink character reader
(iv)optical mark recognition4
3Describe the impact of advances in Information and Communications Technology on:
(i) workflow 3
(ii) working practices. 2
4Sound data management is essential if an organisation is to remain competitive. Explain 2advantages of effective data management to an organisation. 2
5Explain 2consequences of poor data management to an organisation. 2
6Security and confidentiality of information has high priority for organisations. Describe 3methods of ensuring security and confidentiality of information. 3
7Data protection is high priority for any organisation. Describe 2features of currentlegislation which exists to protect data. 2
8What steps should an organisation take to protect its ICT equipment?2
9Explain what is meant by encryption and when would it be used?2
10Describe what is meant by general purpose software.2
11Describe what is meant by an integrated package.2
12What is a Local Area Network and why would a company set up a LAN.3
Outcome 2Page 1