Unit two: Principles of providing administrative services Assessment

Business and Administration

Unit two: Principles of providing administrative services

Assessment

You should use this file to complete your Assessment. The first thing you need to do is save a copy of this document, either

onto your computer or a disk Then work through your Assessment, remembering to save your work

regularly When you’ve finished, print out a copy to keep for reference Then, go to www.vision2learn.com and send your completed Assessment to

your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 13 pages and is made up of 9 Sections.

Name: Helen Smith

Section 1: Using the telephone

This section will help you to evidence Learning Outcome 1: Understand how to make and receive telephone calls.

Learning objective Place in Assessment1.1 Describe the different features of telephone systems and how to use them

Question 1

1.2 Describe how to follow organisational procedures when making and receiving telephonecalls

Question 2 Page 2

1.3 Explain the purpose of giving a positive image of self and own organisation

Question 2 Page 2

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. [1.1]

Feature How / when used1.Call Hold Call hold could be used when you need to put the

call on hold while the correct recipient is located for the caller.

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2.Answerphone

How: Usually located by pressing no1 key on the keypad, can usually have a default answer messageor record your own to make it more personal, thisalso helps to inform the caller that they have come through to the correct person’s line.

An Answerphone is used: When the recipient is notavailable and lets the caller leave them a message letting them know the reason for there call.

2. Prepare a brief report advising people on:

How to follow organisational procedures when making and receiving telephone calls

The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with). [1.2] [1.3]

Company Call Procedures

Please follow company procedures at all times:

o Company procedure for making and receiving calls1) Always greet customers in a polite friendly and

welcoming way2) If you don’t know the answer to a question/query always

make sure you offer to find out for the client/customer3) ALWAYS Identify yourself and the company4) Clarify spellings if your not sure of correct spelling5) Make sure notepad and pen is available to note down

information or details of a message6) If you state to a customer/client that you will return

their call for any reason ALWAYS make sure you do even

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if it is only to let them know that you haven’t forgotten them and are still looking in to their query/question/s

7) End the call in a pleasant manner wish them a good day/Thank them for their time etc

Purpose of giving a Positive Image of yourself and the Companywhen receiving and making calls is:

That this would help in promoting a positive image of the company, along with aiding in more positive working relationships between staff, which would then aid in more productivity and a happier workforce. This will help to improve customer satisfaction and aid improvements in retentions and gain a greater market share.



Section 2: Handling mail

This section will help you to evidence Learning Outcome 2: Understand how to handle mail.

Learning objective Place in Assessment2.1 Explain the purpose of correctly receiving, checking and sorting incoming and outgoing mail or packages

Question 1 Page 3

2.2 Identify different internal and external mail services available to organisations

Question 2 Page 3

2.3 Describe the methods of calculating postage charges for mail or packages

Question 3

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). [2.1]

2. Complete the table below with the following information:

At least two examples of internal mail services that are available to organisations

At least two examples of external mail services that are available to organisations [2.2.]

Internal mail services External mail services1.Electronically via company Intranet

1. Royal Mail



2. In Sealed envelopes or pouches by a member of staff or specific memberof staff that only dealswith the company mail

2. Via Companies such as FedEx or Ups

3. Describe two methods that you can use to calculate postage charges for mail and / or packages. [2.3]

When calculating postage charges there are set questions that you should always ask yourself:

Method 1: Asking set questions regarding the mail/Package in question such as:

When does it need to arrive Is the package for one recipient or more How much does it weigh and what size is the item

Method 2: Using comparison websites to be able to choose the best

and cheapest Option for the business Comparing a few different courier services Prices to

enable you to find the best, yet cheapest option for the company.

Section 3: Using different types of office equipment

This section will help you to evidence Learning Outcome 3: Understand how to use different types of office equipment.

Learning objective Place in Assessment3.1 Identify different types of equipment and their uses

Question 1

3.2 Explain the purposes of following manufacturer’s instructions when using equipment

Question 2 Page 5



3.3 Explain the purpose of keeping equipment clean, hygienic and ready for the next user

Question 3 Page 5

1. Describe the main types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment. [3.1]

Photo copier – used to make additional copies for a variety of different reasons but mainly helpful for handing out information to groups of people also useful in saving time when creating job applications/order formsetc so they don’t have to constantly be recreated every time one is required.

Telephone – used to communicate with people/customers/clients to give out information to people, keep in touch, networking to gain more business, contact other businesses, order stock.

Filing cabinet – used to keep hard copies of customer/client files also keep application forms / orderforms and any other relevant documents needed to help streamline the office work these can save time and help keep information on accounts with outstanding payments plus accounts up to date.

3. Explain the purpose of following manufacturer’s instructions when using equipment. [3.2]The purpose of following the manufacturer’s instructions when using their equipment is that the instructions are there to help the consumer use the specific item to its best. Also not using the equipment as stated can void anyguarantee by the manufacturer to repair or replace the item as if you’re not using it correctly it is bound to break or not function correctly.

3. Explain the purpose of keeping equipment clean, hygienic and ready for the next user. [3.3]



It’s Important to keep all equipment in a clean and hygienic state as this shows respect for each other which has the knockon effect of helping to create a nicer work environment where everyone respects each other also cleaner equipment works better and is more efficient which reduces wasted time and resources along with reducing the risk of spreading germs and illness around an office environment.



Section 4: Minimising waste at work

This section will help you to evidence Learning Outcome 4: Understand how to keep waste to a minimum in a business environment.

Learning objective Place in Assessment4.1 Explain why waste should be kept to a minimum in a business environment

Question 1 Page 6

4.2 Identify the main causes of waste that mayoccur in a business environment

Question 2 Page 6

4.3 Identify ways of keeping waste to a minimum in a business environment

Question 3 Page 6

1. Explain why waste should be kept to a minimum in a businessenvironment. [4.1]

o Poor quality can cause unwanted wastage and result in additional resources having to be used to redo the project again, as poor quality work can have a knock on effect of loss of custom, which in itself can cause serious loss of financial funds and damage to the reputation of a company.

o Wasted resources can have a financial impact on a companywhich can result in a loss of financial funds being available for any other required projects; this can lead to not having the funds available to update equipment or accept additional work from new contacts if you have a lack of funds to pay companies or produce good quality work.

2. Identify at least two main causes of waste in a business environment. [4.2]

Buying cheaper or unofficial items can cause poor qualityand waste additional resources of having to redo the work/project again as poor quality can have a knock on effect of loss of custom.



Human error – not paying attention when completing a project or not receiving the correct training can cause waste within a business again this can have major problems to a company name along with financial loss or extra expense and environmental problems such as extra waste going to landfill sites which is not good for the environment at all.

4. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this. [4.3]

1) By making sure all staff within the company including management receive up to date training including additional training when required especially if it will have a positive impact on the company.

2) By having set company rules that all staff must follow when using equipment within the company

3) Constantly reviewing ways to reduce waste and work as efficiently as possible, even having a maximum wastage percentage for the company as a whole to aimfor each financial year and rewarding everyone when this is achieved.

Section 5: Making arrangements for meetings

This section will help you to evidence Learning Outcome 5: Know how to make arrangements for meetings.



Learning objective Place in Assessment5.1 Identify different types of meetings and their main features

Question 1 Page 7

5.2 Identify the sources and types of information needed to arrange a meeting

Question 2 Page 7

5.3 Describe how to arrange meetings Question 2 Page 7

1. Complete the table below listing at least two different types of meetings and describing the main features of each type of meeting. [5.1]

Type of meeting Main features

2. When arranging a meeting:

What sources and types of information are typically needed? [5.2]

A meeting brief is always critical in making sure that the person arranging the meeting manages to successfully arrange the meeting.Some set key points required for success are:



Find out about and confirm the meeting brief, confirm the venue, equipment and any required catering requirements.

Produce an agenda of the meeting and send a copy to all concerned, so everyone knows everything requiredfor the meeting.

Confirm attendance with all concerned and make sure all requirements are met for each attendee.

Make sure that everyone who is to attend the meeting’s needs have been arranged and will be met.

Double check all details and make amendments if required, Arrange any equipment that’s needed and prepare the layout of the room.

At the meeting make sure all the attendees have a full set of papers that will be required during or after the meeting.

Remember to make sure to take accurate notes of the meeting including who attended and provide information and support when required throughout themeeting.

After the meeting always make sure to produce a record of the meeting and make it available to everyone who attended.

How should meetings be arranged? [5.3]

Every meeting requires a brief – sort of a rundown of what is to be discussed at the meeting so that everyone attending understands the agenda along withthe outcome wanted from the meeting.

Details of how many people will actually be able to attend the meeting and what the location will be along with the date and time will the meeting be happening is required to be able to arrange the meeting successfully.



Section 6: Organising travel and accommodation

This section will help you to evidence Learning Outcome 6: Understand procedures for organising travel and accommodation arrangements.

Learning objective Place in Assessment6.1 Explain the purpose of confirming instructions and requirements for business travel and accommodation

Question 1 Page 8

6.2 Outline the main types of business travel or accommodation arrangements that may need tobe made and the procedures to follow

Question 2 Page 8

6.3 Explain the purpose of keeping records of business travel or accommodation arrangements

Question 3 Page 9

1. Explain the purpose of confirming instructions and requirements for business travel and accommodation. [6.1]

By confirming travel and accommodation details, it helps to prevent any potential mistakes from happening that would be extremely inconvenient, bad for business as it makes the company look unprofessional and unorganised andwould also be potentially extremely expensive.

2. Complete the table below with an outline of the main types of business travel and accommodation arrangements that may need to be made and the procedures that should be followed when doing this. [6.2]

Travel and accommodation arrangements

Procedures

Travelling by: plane/train/coach/boat

etc

Confirm no of people travelling, place names, traindeparture and arrival times, Platform departure, seating requirements if a quiet cabin is required, table or window



seat requiredif usb and/or plug socket req so they can work whilst travelling, if they have a certain food requirements

Accommodation: Hotel/ b&b

Confirm no of people & rooms required, if a single or double room required, Confirm day & date of arrival along with actual day & date of departure include any special food requirements also if any wake up calls are to be requested on any of the days also if there are any other specific requirements

Rental Car, Taxi, Car and driver

Details of how many people andnames of who are to be collected, where to be picked up/collected from along with day, date and time, If rental or car and driver also need to arrange how many days will be required.

3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. [6.3]

Purpose of keeping records of travel and accommodation arrangements is:

Helps when deciding future budget arrangements and for financial reasons such as would be required by company accountant to explain company expenditure

By keeping accurate travel and accommodation records if any of the hotel or travel details need to be double checked getting to the relevant data/details will be straight forward.



The business can use the stored records of information to help decide if to use a company/train line or airline again in the future – some even give a company discount if they use them regularly.



Section 7: Diary management procedures

This section will help you to evidence Learning Outcome 7: Understand diary management procedures.

Learning objective Place in Assessment7.1 Explain the purpose of using a diary system to plan activities

Question 1 Page 10

7.2 Identify the information needed to maintain a diary system

Question 2 Page 10

1. Briefly explain the purpose of using a diary system to planactivities at work. Give at least two reasons. [7.1]

Reason’s for using a diary system to plan activities at work are:

To help with planning the day/week/month ahead, help to keep a record of shared resources such as rooms booked, vehicles being used also business equipment being used, if a member of the team falls ill by checking their work diary the rest of the team can pull together and if necessary take over any of their appointments/meetings that can’t be rescheduled.

The possible consequences of not using a diary system arefor example – meetings and appointments being missed and/or forgotten about, the time of colleagues could end up wasted along with the possibility of rooms being double-booked.

2. Identify the information needed to maintain a diary system in the workplace. [7.2]

Information needed to help maintain a diary system is:



(The 5 W’s *Who *What *Where *When and *Why) for example the kind of questions to ask yourself are – (source – The Information above is provided from my course work.)

Who - is the meeting with, * What - is the meetingabout, * When - is the meeting, * Where - is the meeting and Why - are you having the meeting.

Section 8: Delivering effective customer service

This section will help you to evidence Learning Outcome 8: Understand the purpose of delivering effective customer service and how to do so.

Learning objective Place in Assessment8.1 Contrast the differences between internal and external customers in a business environment

Question 1 Page 11

8.2 Explain why customer service should meet or exceed customer expectations

Question 2 Page 11

8.3 Identify the purpose and ways of building positive relationships with customers

Question 3 Page 12

8.4 Identify how customers demonstrate their own needs and expectations

Question 4 Page 12

1. What are the differences between internal and external customers in a business environment? [8.1]

Internal Customers are fellow team members from the various departments but within the same company and they receive a



product or service that the company provides to them – This makes them Internal customers.

External Customers are the people that are completely separatefrom the company/business, who receive a product or service which the company provides to them. – This makes them the External customers.

2. Explain why customer service should meet or exceed customerexpectations. Include at least three reasons in your answer. [8.2]

When customer service expectations are met or exceeded this helps to build a positive working relationship between the customer/client and the business which can lead to:

o Customer loyalty – when a customer is satisfield with theservice they are more likely to provide regular return business.

o Customer recommendations - which is brilliant as this is

also good publicity for the business/company.

o When the customers are happy, this in itself can have theknock on effect of Job satisfaction which also improves productivity within the work place.

3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved. [8.3]

By building a positive working relationship with a customer/client this aids in business as the customer will provide return business

Treat each customer as a valued individual and with respect – find out their name - (but ALWAYS check first to see if the customer is ok with you using it)

Never promise a customer/client something if you’re not 100% certain that it will definitely happen.



Always make the client/customer feel welcome, be happyand pleased to see them. Let them know that you appreciate them and their return business.

4. How do customers demonstrate their own needs and expectations? [8.4]

By providing feedback via speaking to staff Completing company feedback forms either online or

paper Repeat business and loyalty to wards a certain company Telling friends and fellow businesses about what a

good service you provide. Focus groups

By doing these kinds of things to find out more about what a customer’s expectations are you also show the customer/client that you care about their needs and expectations.



Section 9: Reception services and procedures

This section will help you to evidence Learning Outcome 9: Understand the purpose of reception services and how to follow reception procedures.

Learning objective Place in Assessment9.1 Describe the purpose of the receptionist role as the first point of contact between thepublic / client and an organisation

Question 1 Page 13

9.2 Explain how to present a positive image ofself and the organisation and the purpose of doing so

Question 2 Page 13

9.3 Explain how to carry out entry, departure,security and confidentiality procedures in a reception area

Question 3 Page 13

1. What is the purpose of the receptionist role as the first point of contact in a business environment? [9.1]The receptionist’s role as first point of contact is:

To greet the visitors in a welcoming and friendly manner,whilst at the same time providing an efficient and professional service. (as a positive first impression of the company is extremely important.)

Be willing to make polite conversation with any visitors that may have to wait to be seen. (Especially if the person they are waiting to see is running late for any reason.)

Keep visitors informed, also offer drinks and/or any reading material if required.

Keep accurate visitor records, make sure all visitors aresigned in /out and are issued with a visitors pass if required, whilst constantly monitoring access into and out of premises.



Handle any visitor problems, liaise with other departments when required and complete any administrationduties that are required of you.

Keep a tidy and well organised reception area.

2. Describe how a receptionist can present a positive image ofthemselves and the organisation and explain why this is important. [9.2]

Greet all Visitors in a prompt yet friendly and welcoming way, but at the same time always in a professional manner.

By dressing in a smart professional way whenever on the premises or anywhere were they are promoting thecompany.

Keeping the reception area tidy and well organised at all times.

Be willing to make polite conversation if the visitor has to wait but always keep visitors informed, so they don’t ever feel as though they have been forgotten about or neglected.

When speaking to any visitor waiting for an appointment with a colleague never make any criticalcomments about the organisation or any of your colleagues as well as being extremely unprofessionalgossip is also gives a negative impression of yourself and the company.



3. In relation to your own organisation (or one that you are familiar with), explain what must be done when carrying out entry, departure, security and confidentiality procedures in areception area. [9.3]

Entry/Departure, security and confidentiality procedures:

o Greet all visitors in a professional friendly and welcoming manner, make sure that all visitors sign in andenter their arrival time in the log book – (the reason for this is because it’s important for the business to know how many visitors are on the premises at all times for security also for health and safety reasons.)

o The visitor's car registration plates must be recorded sothat any visitors on the premises can be contacted if their car has to be moved for any reason.

o Issue the visitor with an ID badge and make sure that the person the visitor has come to see is told promptly, as this ensures that the receptionist can verify the visitor's identity and ensure that they are seen promptly.

o Confidential/sensitive paperwork must be kept away from the reception area. (This is because the reception area is a public area and there’s a possibility for people to see private and confidential documents that must be kept private.

o When the visitor is leaving make sure that they sign out of the log book with the time they leave the building andreturn their ID badge for security reasons. Make sure that all visitors take their belongings with them when they leave as this can cause a security scare if propertyis left unattended on the company’s premises.



Once you have completed all 9 Sections of this Assessment, go to www.vision2learn.com and send your work to your tutor for marking.


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Unit two: Principles of providing administrative services Assessment

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Transcript of Unit two: Principles of providing administrative services Assessment