Administration

2. Administration Intermediate 1 & 2 Command Words

3. Identify 2 pieces of information included in the contract of Employment, apart from employees personal details Candidate 1 • [job position ] • [working days or weeks] 2/2

4. Identify 2 pieces of information included in the contract of Employment, apart from employees personal details Candidate 2 1 [sickness benefits] 2 [holiday entitlement] 2/2

5. As an administrative assistant you are often required to work in the mail room. Suggest a solution to the following. Candidate 1 (a) You have received a letter which contains a cheque. See who the cheque is for then put it back in the envelope and put it in the section they are in. • On checking an envelope you find an enclosure is missing.Try making sure to find any other possible information and [contact the person who sent it. ] • A catalogue received has to be seen by several employees.Send an e-mail to the employee’s who wish to see the catalogue and give them the catalogue. 1/3

6. As administrative Assistant you are often required to work in the Mail Room. Suggest a solution to the following. Candidate 2 (a) You have received a letter which contains a cheque. You should [send the cheque to the Finance Department. ] (b) On checking an envelope you find an enclosure is missing. You should try and [find out who sent the letter and tell them that something is missing. ] (c) A catalogue received has to be seen by several employees. [Send it round the office with a note attached to it telling the people on the list to pass it to the next person. ]3/3

7. Both a Job Description and Person Specification will be produced for any vacant positions Describe the information contained in each of these documents. Candidate 1 [A Job Description will contain the duties of the job ] and the Person Specification will contain the skills and qualities the person has applying for the job. 1/2

8. Both a Job Description and Person Specification will be produced for any vacant positions. Describe the information contained in each of these documents. Candidate 2 [A Job Description contains information on what the job is about ] and what position of working. [A Person Specification contains what skills or grades the person requires for the job.]2/2

9. Intermediate 2

10. Outline one advantage of using (i)foreign currency; (ii)a credit card. Candidate 1 • If foreign currency is used then every time something is paid for some currency will be lost from your total meaning you cannot lose track of how much you are spending and recklessly overspend. No marks (ii) A credit card allows you to purchase expensive items [without having to carry around large sums of money] to pay up front. 1/2

11. Outline one advantage of using (i)foreign currency; (ii)a credit card. Candidate 2 (i) An advantage of using foreign currency would be if theperson traveling[ needed to purchase a small, cheap item.] (ii) An advantage of using a credit card would be that the traveler [need not worry about paying for the item straight away. 2/2

12. Describe how an organisation can ensure the security of its:     (i)       employees;    (ii)       equipment. Candidate 1 (i)[By giving employees identification cards] it will be [easier to see any unauthorised people in a business] which will ensure the employee’s security. 2 (ii)[ Important and expensive equipment should kept in a locked Room] and the [issue of keys should be monitored carefully] to ensure the security of the equipment. 2 4/4

13. Describe how an organisation can ensure the security of its:     (i)       employees;    (ii)       equipment. Candidate 2 (i)By[ having a security door] it [prevents any stranger from gaining access to the building.] Also [any visitor will have to be admitted by a receptionist] and [given a badge to confirm they are allowed access] and any staff member must also wear a badge to make sure that everyone has been allowed in. (Too vague )2 max (ii)[By marking equipment with ultra violet markers] equipment [Can be identified if stolen] and [doors should be locked] and the [key be in the safe hands of a member of staff.]2 max4/4

14. Organisations must communicate effectively with customers.Justify the use of mailing lists to improve customer service. 2 marks Candidate 1 Mailing lists improve customer service because discussion groups can let customers have a voice and complaints can be dealt with quickly and effectively which improves customers thoughts on the organisation and can give them a good reputation. Letters can improve customer service because it is a formal way to contact a customer and this shows the customer that they regard and listen to their customer which are good things in customer service. No indication of understanding what a mailing list is 0/2

15. Organisations must communicate effectively with customers.Justify the use of mailing lists to improve customer service. 2 marks Candidate 2 Mailing lists can improve customer service because if a customer is added to a mailing list after they have used the organisation, then the organisation will [not miss out any of its customers when it sends out emails or newsletters] and will not favour any of them as they will all receive the same information. This information could be of benefit to the customer as it [may contain deals] which would save them money and [notify them of any changes to the organisation or the service they provide increasing customer loyalty] and profits. 2Max2/2