ITFM – Preparation for Prelim

These notes will be expanded when we complete the full unit

Main Features of Software Applications

Word Processing Software

Purpose: production of letters, reports, minutes, forms (paper-based and electronic)

Features: tables, mail merge, standard text, columns, page layouts, electronic forms, integration with other software

Advantages: speed and accuracy (standard text; amendments easily made; mail merge), alternative layouts easily achieved, data collected via forms could populate a database

Spreadsheet Software

Purpose: perform calculations, analyse and present numeric data

Features: wide range of advanced calculations possible eg SUMIF, COUNTIF, LOOKUPs, charting capabilities

Advantages: routine calculations can be automated, accuracy with correct formulae used, what-if scenarios, replication of formulae, wide range of charting options

Database Software

Purpose: stores cast amounts of data eg customers, suppliers, staff

Features: sorted quickly, data can be extracted, information can be displayed in reports

Advantages: all staff can access the database (with correct access rights), up-to-date data used by everyone

Other Software Applications (and ICT)

Presentation

Email

E-Diary

Local Area Network (LAN)

Wide Area Network (WAN)

Internet Websites

Mobile Phones

Modern Technology eg iPads

How could an Administrative Assistant use ICT in order to carry out their job?

• Customer Service?• Market Research?• Arranging Meetings?• Recruiting Staff?• Company Policies and

Template Files?

Qualitative and Quantitative information

Qualitative Information

Information which is expressed in words

Involves opinions or judgments

Often used in customer satisfaction surveyseg How do you rate customers service – excellent, good, acceptable, poor, unacceptable

Quantitative Information

Information can be counted or measured

Usually expressed numerically

Used to identify trends and make forecastseg sales figures, exam results, number of staff

TYPES OF DECISIONS

Decision Making

Management is about making decisions

The decision can be routine or affect the long-term direction of the company

Decisions should be made to meet the objectives of the business

Decision making is about a

choice from the different

options available

Strategic Decisions

Made by senior managers for the long-term eg 5-10 years, concerned with strategic aims

The scope of the decisions is wide and far reaching

Most of the information will come from external sources eg competitors activities, financial institutions on investing profits

High risk decisions – takes a long time to implement and costly to correct

Examples: to expand the business or to improve profitability,

Tactical Decisions

Made by middle managers for the medium term

Tactical decisions are about organising resources to achieve strategic objectives

Use information from weekly or monthly reports to monitor activities and check that targets are being met.

Medium risk decisions – poor decisions take time to change, but won’t jeopardise the organisation

Examples: to train staff to use more effective working practices (in order to improve efficiency)

Operational Decisions

These are day-to-day decisions

Usually made by Department Managers or Supervisors.

The scope is limited to the immediate resolution of problems.

Information will come from internal sources.

Low risk decisions – wrong decision should be easy to fix, or not take much time

Examples: arranging temporary cover for an absent member of staff

SOURCES OF INFORMATION

Sources of Information

Primary: information collected first hand for a specific purpose eg surveys, customer focus groups

Secondary: information collected from existing sources eg newspapers, government statistics

Internal: information from within the company eg sales records

External: information from outwith the company eg informaiton from other companies

Primary Information

Strengths

Up-to-date

Know the source

Specific for the purpose

Weaknesses

Expensive to collect eg using a market research common

Sample might be too small, or questions ambiguous or misleading

Respondents may lie

Researcher may be biased

Secondary Information

Strengths

Wide range of potential sources

Relatively cheap to access

Weaknesses

Could be out of date

Competitors have access too

Hasn’t been gathered specifically for the purpose

Internal Information

Strengths

Easy to access

Shows past performance eg sales (targets and trends)

Benchmark for current performance

Weaknesses

Good systems required for accurate data collection

Information systems need managed (training and salaries)

New companies are at a disadvantage (no info)

External Information

Strengths

Easy to access

Relatively cheap

Provides information on PESTEC

Weaknesses

May be out-of-date

Takes time to gather

Available to competitors

Potentially biased or unreliable

Security of Data

Protecting Electronic Files

Password protect – restricts access, must be changed regularly

Regular backups – ideally stored offsite, saves recreating files from scratch

Anti-virus software – prevents unauthorised modification of files

Access rights – ensure that only authorised personnel can read/edit/delete

Lock workstation – when away eg on a break or helping a customer

Voice/Iris/Fingerprint/Dongle – restricts access

Read-only Files – cannot be edited

File Management

File Management

Benefits of Good…

Less time wasted finding files

Improved customer service

Improved security of data

More efficient use of storage

Compliance with Data Protection Act

Consequences of Poor…

Out-of-Date information accessed

Sharing files difficult – can’t find the right file

Confidential information accessed

Workflow disrupted

Data Protection Act

DPA: Rights of the Individual

Subject Access: you can find out what is held on computer about you

Prevent Processing: you can ask a data controller not to process your information

Direct Marketing: you can ask that your data is not used for direct marketing

Automatic Decision Making: you can object to decisions being made on your behalf on account of the data held

Rectify, Block, Erase and Destroy: inaccurate data can be requested to be amended or deleted

ITFM – Preparation for Prelim

These notes will be expanded when we complete the full unit