Intermediate 2Administration

Administrative Services

Theory Notes

ContentsDepartments in an Organisation..................................................................................................4

Purchasing Department.......................................................................................................4Sales/Marketing Department..............................................................................................4Finance Department............................................................................................................4Human Resources Department...........................................................................................5Administration Department................................................................................................5ICT Department..................................................................................................................5

Recruitment & Selection and Working Practices.......................................................................6Job description....................................................................................................................6Person specification............................................................................................................6Application form.................................................................................................................6

Contracts of Employment.......................................................................................................6Permanent...........................................................................................................................6Fixed term/Temporary........................................................................................................6

Flexible Working Practices.....................................................................................................7Flexitime/Flexible working hours:......................................................................................7Benefits of Job-share to an organisation.............................................................................7Part-time..............................................................................................................................7Homeworking.....................................................................................................................7Teleworking........................................................................................................................8Hot-desking.........................................................................................................................8Career breaks......................................................................................................................8Winding down.....................................................................................................................8Sabbatical............................................................................................................................8Benefits of Flexible Working Practices to an Organisation................................................8Skills scan...........................................................................................................................8Training request form.........................................................................................................8

Communication...........................................................................................................................9Mission statement...............................................................................................................9Discussion groups...............................................................................................................9Benefits of good customer service......................................................................................9Implications of poor customer service................................................................................9Mailing lists and customer service......................................................................................9Visual communication......................................................................................................10Oral Communication.........................................................................................................10Barriers to effective communication.................................................................................10Effects of poor communication between organisations and customers:...........................10Effects of poor communication between organisations and staff:....................................10

Technology...............................................................................................................................12Uses of mobile technology for employees who work outwith the office environment....12How ICT can help organisations communicate effectively with customers.....................12Effective electronic file management system...................................................................12

Methods of communication..................................................................................................12Digital Camera..................................................................................................................12E-mail................................................................................................................................12Fax.....................................................................................................................................13Pager.................................................................................................................................13

PDA eg BlackBerry..........................................................................................................13Laptop...............................................................................................................................13Mobile phone....................................................................................................................13MP3/4................................................................................................................................13Videoconferencing............................................................................................................13Videophone.......................................................................................................................13Webcam............................................................................................................................13Hardware required to deliver electronic presentations.....................................................14Features of presentation software:....................................................................................14Ways in which a business can use the Internet to its advantage.......................................14Search engines..................................................................................................................14Hyperlinks.........................................................................................................................14Bookmarks/favourites.......................................................................................................14E-commerce......................................................................................................................14Features an organisation could use on its website to improve its service to on-line customers..........................................................................................................................15Problems which might be encountered when booking travel using the Internet..............15Advantages to an organisation of using an internal network............................................15Effective back-up procedures:..........................................................................................16

Travel & Accommodation........................................................................................................17Factors an Administration Assistant should consider prior to booking travel or accommodation.................................................................................................................17Problems which might be encountered when booking travel using the Internet..............17Travel and accommodation request form.........................................................................17Itinerary.............................................................................................................................17Expenses claim form.........................................................................................................18

Methods of payment when travelling abroad........................................................................18Foreign currency...............................................................................................................18Credit card.........................................................................................................................18To ensure business expenses are met by the employer when using:................................18Employee’s Cash/Credit Card...........................................................................................18Business Credit Card.........................................................................................................18Developments in ICT which have reduced the need for business travel..........................19

Legislation.................................................................................................................................20Offices, Shops and Railway Premises Act 1963...............................................................20Health and Safety at Work Act 1974................................................................................20Copyright, Design & Patents Act 1988.............................................................................20Computer Misuse Act 1990..............................................................................................20Health and Safety at Work (Display Screen Equipment) Regulations 1992....................20Data Protection Act 1998..................................................................................................20Principles of the Data Protection Act................................................................................21Other pieces of workplace legislation include:.................................................................21

Security.....................................................................................................................................22Equipment.........................................................................................................................22Employees (People)..........................................................................................................22Department/area................................................................................................................22

Departments in an Organisation

Purchasing DepartmentAll the organisations purchasing requirements are completed by this department, eg checking stock, predicting demand for stock, buying goods and services.

Documents used in the purchase of goods: · Purchase requisition · Letter of Enquiry – to request details from suppliers· Quotation · Order form – to order goods· Advice note – to advise receipt of order and processing of goods· Delivery note/goods Received Note – to accompany goods delivered · Invoice – the department would verify receipt of goods and send to

Finance to request payment· Cheque · Credit note – the department would verify details of goods returned and

pass to finance· Statement of account · Requisition – for departments/individuals to request purchases· Stock record card – to know when to re-order/update when goods are

received

Sales/Marketing DepartmentCreating orders for the goods and services for the organisation.

Business documents used in the Sales Department · Enquiry · Quotation · Order form · Advice note · Delivery note · Invoice · Credit/Debit note

Finance DepartmentResponsible for financial accounting, management accounting and financial reporting, eg managing cash, forecasting, budgeting, preparing Profit and loss accounts and Balance Sheets.

Spreadsheets in the Finance Department· perform regular tasks with templates/standard docs· embedded formulae make calculations quicker/less likelihood of error· department deals with money matters so logical to use spreadsheets

· values can be changed, and other information in the spreadsheet updated automatically

· “what if” scenarios can be investigated· use of charts for comparisons

Human Resources DepartmentResponsible for providing advice and support to staff:· Recruitment and selection – eg job analysis, drawing up job descriptions,

person specification, advertising post, testing, interviewing· Staff Welfare – eg staff absence, return to work interviews, grievance

procedures, counselling · Training and development, · Health and safety – ensuring the organisation adheres to legislation· Acting as an enabler and facilitator - such as bringing together those

who are in dispute over pay.

In addition, the Human Resources Department is responsible for:· Personnel Records – updating staff records· Staff Appraisal/Review – arranging/conducting appraisal

interviews/review meetings· Staff Rotas – holidays, shifts, management of time off

Administration DepartmentResponsible for providing the admin support to other departments.

ICT DepartmentResponsible for providing technical support and advice regarding ICT to other departments.

Recruitment & Selection and Working Practices

Job description · Provides applicants with a clear description of the duties of the job · Allows applicants to decide on their suitability for the job · Helps the HR department to compose the job advert · Allows employers to match applicants to job – helps organisation to

choose who will be interviewed/appointed

Person specification · Provides applicants with details of the type of person being sought –

allows candidates to assess whether they are suited to the job or not· Allows employers to match essential and desirable qualities in the

candidates for a job· helps organisation to choose who will be interviewed/appointed· Allows employers to make up interview questions

Application form · Enables applicants to describe why they are appropriate for the post · Allows employers to select interviewees

Contracts of Employment

Permanent · does not state an end date · provides more security (eg mortgages/loans)

Fixed term/Temporary

Features of a fixed term/temporary contract· a fixed start and end date · often used for a probationary period · provides less job security · helps employer cover busy periods · may offer a higher rate of pay

Advantages of fixed term contracts for the organisation· opportunity for a probationary/assessment period· allows organisation to cover a busy period/less expensive during quiet

periods· specialists can be employed for short periods/projects

Disadvantages of fixed term contracts for the organisation

· may need to go through recruitment process more regularly· money and time may be spent training non-permanent members of staff· may not motivate/encourage loyalty from that employee

Advantages of fixed term contracts for the employee· may result in a higher rate of pay· may lead to a permanent contract· opportunity for a trial/short term period with organisation

Disadvantages of fixed term contracts for the employee· less job security than a permanent contract· skills may be not be updated by training from the employer, so skills

may go out of date· employee has uncertainty, so needs to find another job at the end date· financial uncertainty for pension schemes/obtaining mortgages

Flexible Working Practices

Flexitime/Flexible working hours: Employees are permitted to be flexible in their working hours eg varying start and finish times, core hours must be worked.

Benefits of flexible working hours for an organisation· improved motivation/staff morale · lower labour turnover · less absenteeism/latecoming/time off for personal reasons · increased productivity · attracts more potential employees

Benefits of Job-share to an organisation · improved motivation/staff morale · lower labour turnover/increased staff retention therefore less training

required · less absenteeism · increased productivity · attracts more potential employees · could cover each other’s holidays

Part-time

Homeworking

Teleworking Working away from the office using ICT equipment to communicate with the office, colleagues and customers

Hot-desking · less office space – saving costs · less equipment required – saving costs · workstations are available for visitors/homeworkers

Career breaks

Winding down

Sabbatical

Benefits of Flexible Working Practices to an Organisation· a more satisfied/motivated workforce · less absenteeism · lower labour turnover · increased productivity · less office space/equipment required

Skills scan· Managers can assess the skills/strengths/weaknesses of staff · Training needs can be identified

Training request formA training request form may be completed by employees and includes the following information:· name of training· date/time/duration of training/availability of employee for training· details of training – eg nature of course· location of training· cost of training· travel/expenses which may be incurred by training· benefits to the individual/organisation of the training· reason why the training is necessary

Communication

Mission statement· A mission statement describes why an organisation exists · It details the primary objectives of the work of the organisation · It provides focus and direction for staff

Discussion groups· Can be open to anyone· Users can respond easily · Allows staff in different locations to follow an argument/discussion · Allows staff to share/generate opinions/ideas · Improves staff relationships

Benefits of good customer service· customers remain loyal/return· attraction of new customers/improve market share· improved motivation of employees· company gets a good reputation· increases sales/profits

Implications of poor customer service · bad publicity · poor reputation · customers do not return · fall in sales/profits · closure/bankruptcy · poor staff motivation · difficult to gain new customers · difficult to recruit staff/high staff turnover · increase in customer complaints

Mailing lists and customer service· Ease of contacting many customers simultaneously, eg to recall a

product or to give information to customers.· Mailing lists suitable to the organisation can be purchased· Improving the chances of reaching the correct customers/potential

customers· Customer can be contacted when they have purchased goods so that

feedback can be sought and improvements in service made.· Customers can be contacted about special offers/savings/discounts, so

that they have the opportunity to buy before general public. · Customers receive personalised letters making them feel more

valued/increasing the chance of reading letter. (1)

Visual communication· easy to understand· interesting· understand ‘at a glance’· body language· non-verbal cues

Oral Communication· instant feedback/clarification/discussion available· tone of voice· quick method of imparting information

Barriers to effective communication· problems of listener – eg bias, background noise, selective hearing· problems of communicator – eg quiet, hesitant, language, accent,

cultural differences, background, personality· information overload· interruptions· IT problems – eg poor connection

Barriers to communication which may be encountered by a teleworker · Slow/problematic internet connection/poor phone connection/low

battery · Language differences · Distractions and interruptions · Time differences · Background noise · Tone of emails · Lack of body language/non-verbal signals

Effects of poor communication between organisations and customers: · customers may not get prompt action · customers do not return/loss of sales/profit · time could be wasted · meaning orders are not delivered on time · customers tell others – poor reputation

Effects of poor communication between organisations and staff: · time may be wasted · motivation may be lost · working relationships affected

· decreased productivity · high staff turnover · high absenteeism

Technology

Uses of mobile technology for employees who work outwith the office environment. · Contacting office – eg to receive updates · Contacting clients/customers · Maintaining records – eg sales · Searching for information – eg travel, weather

How ICT can help organisations communicate effectively with customers · Opportunity for market research via online registration. · FAQ section on website permits clarification of information. · E-mail means people can be accessed anywhere · E-newsletters and discussion groups ensure information is up-to-date

Effective electronic file management system· folders and sub-folders· folders/files can be password protected· file docs regularly and check filing regularly· back-up regularly/archive procedure· appropriate file names should be used· files are sorted so that they can be found· requires trained staff so that it is used effectively

Methods of communication

Digital Camera

E-mail

Advantages of E-mail· emails can be received instantly· relatively cheap compared to letters/telephone· view mail at a time that suits· can attach any electronic file· good when working across time zones/different countries/outwith

normal working hours· can create automatic messages – eg hols· can send to a number of different people at one time· access anywhere that has internet connection· can trace if message has been opened

· maintains a record of communication· enables employers to offer flexible working practices

Disadvantages of E-mail· messages may be misinterpreted/tone of message difficult to convey· personal use wasting organisation time· lack of keyboard skills can make communication slow· easy to copy people in to emails, which may result in employees

spending lots of time reading irrelevant emails· problems accessing email facility – new employees/technical difficulties· cannot guarantee email will be opened/read· takes time to download large attachments· Inbox can quickly become full with ‘junk’ mail· attachments can contain viruses

Fax To send an exact copy of a document

Pager

PDA eg BlackBerry Can be used to access/send emails

Laptop

Mobile phone To speak to clients/colleagues

MP3/4

Videoconferencing To have meetings without having to travel to one place

Videophone

Webcam

Hardware required to deliver electronic presentations · computer

· data/digital projector· speakers· microphone· screen· smartboard· memory stick/floppy disc· remote control

Features of presentation software:· animate objects/text, · import data from a word processed document, · change slide content layout, · apply slide transitions, · change slide order etc.

Ways in which a business can use the Internet to its advantage· E-commerce (buying or selling) can be carried out 24/7/discounts· market research/finding information/travel arrangements· communication – eg emailing clients· using instant messenger to keep in touch with colleagues· can be used for marketing/advertising· can be used for e-banking

Search engines A website into which key words or phrases can be keyed in order to search for specific information

Hyperlinks Words/phrases/pictures/icons contained in a web page which when clicked upon will link to another web page or a document

Bookmarks/favourites Favourite or frequently used web pages which are saved in the internet browser, and can be easily returned to by clicking on the appropriate link

E-commerceThe process of trading electronically – buying and/or selling online

Benefits of e-commerce to an organisation · Access to a world-wide market· Advertising reaches wider audience without additional cost to the

organisation

· Don’t need to hold stock of goods – supplies can go straight from the supplier to the customer

· E-payments – customers can pay for ordered goods online · Saves space – virtual office – cost savings · Goods can be bought and sold 24/7· Aids market research and customer profiling· Allows the organisation to respond quickly to market changes

Benefits of e-commerce to customers· ability to compare prices easily · possibility of discounts · convenience – no need to travel · shop 24/7 · goods delivered · wider range of products available

Features an organisation could use on its website to improve its service to on-line customers.

· Stock availability · FAQ section · Contact information · Site map · Different languages · Online questionnaire for feedback · Hyperlinks · Search facility · Online help facility · Order tracking/delivery dates and times

Problems which might be encountered when booking travel using the Internet · Website information is out-of-date · Too much information to sift through wastes time · Breakdown of hardware · Temporarily no access to Internet · Lack of security on some sites · Fraudulent websites · Operator error

Advantages to an organisation of using an internal network · Staff can access data from any computer · More than one member of staff can access data · Information can be communicated quickly to relevant staff · Staff can access standard documents/proformas

· Only authorised staff can access information in a secure area of the network

· Ability to share hardware, eg printers, scanners · Share software · Share files/information · Improved communication eg daily bulletin/newsletter/system alert · Access to e-mail · Information can be accessed from more than one computer

Effective back-up procedures:· avoids wasting time – having to recreate documents/files · maintains sales/income/customers · good reputation – efficient storage of information · ensures data is up-to-date – regular back-ups

Travel & AccommodationFactors an Administration Assistant should consider prior to booking travel or accommodation. · Organisational policy/procedures · Purpose of the trip · Time available · Methods of travel available· Preferences of the traveller (status etc of person travelling)· Budget available· Destination · Special requirements/disabilities of traveller · Date(s) of trip/duration · Number of people going· Facilities available (suitable for purpose/car parking facilities, etc) · Location of hotel (convenient/near venue/ease of access) · Check-in times and check-out times (hotel) · Method of payment needed (currency/cash/credit card)

Problems which might be encountered when booking travel using the Internet · Website information is out-of-date · Too much information to sift through wastes time · Breakdown of hardware · Temporarily no access to Internet · Lack of security on some sites · Fraudulent websites · Operator error

Travel and accommodation request form A standard form filled in prior to a business trip by the traveller, to give all necessary info about the trip to the Admin Assistant who is to organise it.· Starts the process of booking · Allows traveller to state preferences/requirements · Ensures the person travelling provides relevant information to the

admin assistant · Provides admin assistant with vital information for booking · Ensures person travelling has convenient travel and accommodation

booked

Itinerary A document used to inform traveller of all the travel arrangements/ accommodation/events of a business trip.

Expenses claim form A form completed by the traveller to claim back any expenses incurred while travelling. · Allows traveller to claim back any expenses incurred · Allows admin assistant to check expenses are within budget · Allows admin assistant to validate expenses (checking receipts)

Methods of payment when travelling abroad

Foreign currency· useful for small expenses· accepted in all shops

Credit card· can withdraw cash from ATMs while abroad· accepted in most shops/hotels· more secure than carrying cash· can be charged directly to the business· avoids exchange rate variations· better exchange rates available· easier to keep track of the expenditure because the statement is

detailed· full balance doesn’t need to be paid immediately

To ensure business expenses are met by the employer when using:

Employee’s Cash/Credit Card· employee aware of budget limits· employee meets expenses while travelling using own money· employee ensures all receipts are kept· employee completes expenses claim form on return· employee traveller has expenses claim form signed by Line Manager· employee attaches receipts to expenses claim form· employee gives completed form (and receipts) to Finance

Department/Admin Assistant/Line Manager/Employer· money spent is reimbursed by employer

Business Credit Card· employee aware of budget limits· employee meets expenses using Business Credit Card· employer receives company credit card statement directly· employee accounts for each item on statement with receipts· employer pays credit card bill

· employer books and pays for travel and accommodation

Developments in ICT which have reduced the need for business travel · Video conferencing · Video phones · Web cams

Legislation

Offices, Shops and Railway Premises Act 1963

Health and Safety at Work Act 1974

The employer must: · provide and maintain a working environment for employees that is

without risk to health · provide adequate health and safety training · provide appropriate protective clothing

Employees must:· work in a safe and proper manner – eg follow the

rules/signs/procedures/breaks· cooperate with employer to comply with legislation· report any health and safety issues to employer· not to interfere with or misuse any equipment· use safety equipment which is provided

Copyright, Design & Patents Act 1988 Prevents unauthorised/illegal copying of materials

Computer Misuse Act 1990 · Makes unauthorised access to computer systems or data illegal · Used to deter hacking · Used to deter unauthorised use of information

Health and Safety at Work (Display Screen Equipment) Regulations 1992

The employer must: · carry out ongoing assessment of work stations · provide adjustable equipment – eg monitor, keyboard, chair · provide employees with information and training · ensure employees plan their work to include breaks · provide eye tests on request · provide anti-glare screens

Data Protection Act 1998Exists to protect the rights of individuals whose personal data is stored by others.

Principles of the Data Protection Act · Data should be processed fairly and lawfully · Data must be held only for as long as necessary · Data must be adequate, relevant and not excessive · Data must be kept accurate/up-to-date · Data should not be retained any longer than is necessary · Individuals should be allowed access to their data on request. · Data must be processed for the purpose it is registered · Data must be kept securely

Other pieces of workplace legislation include:· Race Relations Act· Sex Discrimination Act· Minimum Wage Act· Equal Pay Act· Employment Rights Act· Copyright, Designs and Patents Act· Freedom of Information Act· Disability Discrimination Act· European Working Time Directive· Fire Precautions Regulations· First Aid Regulations

Security

Equipment· locked access· identity marking · CCTV· serial numbers recorded

Employees (People)· CCTV· identity badges· security locks etc · swipe cards· combination locks· security guard· sign-in procedures/visitors badges

Department/areaby use of swipe cards/restricted access on doors etc