SGAD GC Revision Booklet

8/7/2019 SGAD GC Revision Booklet

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KNOX ACADEMY

STANDARD GRADE

ADMINISTRATION

ADMINISTRATIVE

SUPPORT/ICT

KEY WORDS


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CONTENTS

This Revision Booklet covers:

Unit 1a Introduction to Business Organisations:..........................3

Organisation of Departments.........................................3

Unit 1b Introduction to Business Organisations:..........................5

Key Functions of Departments within an Organisation .....5

Unit 2a The Working Environment: Office Layout........................9

Unit 2b The Working Environment:..........................................11

Unit 2c The Working Environment: Reception Services..............12

Unit 2d

The Working Environment: Mail Handling ....................13

Unit 3 Storage and Retrieval of Information............................14

Unit 4 Reprographics ............................................................16

Unit 5 Sources of Information................................................17

Unit 6

Preparation and Presentation of Information................. 18

Unit 7 Travel ........................................................................19

ICT Unit....................................................................................21


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Unit 1a Introduction to Business Organisations:Organisation of Departments

Key Word Definition

Organisationchart

Accountability

Authority

Responsibility

Span ofcontrol

Delegate

Tall managementstructure

Flat management

structure

Chain of Command

Line relationship (use diagram to

shows the overall structure of anorganisation

Learn: benefits of an OrganisationChart to both employees andcustomers/visitors

an employee has to justify or explainactions or decisions

the power that an employee has to

instruct others and take decisions

the obligation an employee has tocarry out a range of tasks or duties

the number of staff reporting directlyto a manager can be wide ornarrow

pass on to selected employees theauthority and responsibility to carryout a task or activity

a structure which has many levels ofmanagement posts

a structure which has few levels of

management posts

Learn: advantages anddisadvantages of both tall and flatstructures

the way in which instructions(commands) are passed down fromone level of post to another within an

organisationthese exist between line managers

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3

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illustrate)

Lateral Relationship (use diagram toillustrate)

and the staff immediately below them

these exist between employees whoare on the same level and who report

to the same line manager

Restructuring

Growth

Downsizing

Delayering

Outsourcing

the organisation increases theamount and/or range ofproducts/services sold

the organisation reduces thenumber of staff employed withoutaiming to reduce output

the organisation removes certainlevels or layers of managementposts

the organisation buys in serviceseg security, office cleaning, fromanother firm on a contract basisinstead of getting its own staff tocarry out the work

Learn: the effects of each of theabove on the organisation.

Sales Manager

Home Sales Assistant

Sales Manager

Home Sales Assistant Overseas SalesAssistant

Marketing Assistant


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Unit 1b Introduction to Business Organisations:Key Functions of Departments within an Organisation

Key Word Definition

Functional Area

Human Resources

Recruitment

Training

DutiesHuman Resources Manager

Administrative Assistant

a key area of activity within anorganisation eg Human Resources,

Finance, Sales, Purchasing

responsible for dealing with thepeople within the organisation recruitment/dismissal training and development appraisal staff welfare trade unions

Job Description basic informationabout the job, ie job title, salary, towhom the employee is accountableand description of duties andresponsibilitiesPerson specification information onthe type of person required, egqualifications, experience, skills andqualities, and any specialrequirements, eg must have a drivinglicence

Application FormsReferencesContract of Employment

Induction training for newemployeesOn-the-job training within theworkplaceOff-the-job training external

training eg college

reports to Board of Directors monitoring employees in

department interviews job applicants

word processes letters tosuccessful applicants

files application forms


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IT in Human Resources

Finance

Invoice

Credit Note

maintain employee records database

key-in letters to job applicants word processing

transfer applicants details on tocomputer - scanner

responsible for all money going inand coming out of the organisation wages and salaries, paying suppliers,receiving payments from customers,petty cash

the bill for goods bought on credit(informs the buyer of the amountowing)

provides information about the costand reason for goods which havebeen returned by the buyer

Statement

DutiesFinance Manager


IT in Finance

Purchasing

informs the buyer of the totalamount owing at the end of a month

buying all raw materials, stationeryand equipment for the company


department prepares budgets and final

accounts

word process letters to customersfor non-payment

prepares cheques for suppliers updates financial information on

a spreadsheet

calculate employees wages spreadsheet

prepare budgets spreadsheet prepare letters to customers

word processing

responsible for dealing with allpurchases raw materials,


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Purchasing procedure

DutiesPurchases Manager

Buyer


IT in Purchasing

Sales/Marketing

DutiesSales Manager

Sales Representative

Marketing Manager


stationery or office equipment

sends Letter of Enquiry receives Quotation sends Order Form Delivery Note Goods Received Note is received

with goods Invoice is received for payment of

goods Credit Note is received for any

goods returned Statement is received at end of

month


department

negotiates contracts agrees purchase price

word processes letters of enquiry completes and sends order forms files information from suppliers

store supplier records - database

key in letters of enquiry wordprocessing record issuing and receipt of

stock - spreadsheet

Selling all products manufactured bythe company. Carry out marketresearch and advertise products

reports to Board of Directors set sales targets

visits potential customers

identifies potential newcustomers and products

word processes quotations/price

lists files order forms


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IT in Sales/Marketing

Computing Services (ICT)Department

Administration Department

updates customer records

store customer records -database

key in quotations/price lists word processing

record sales figures - spreadsheet

responsible for dealing with all ICTissues within the organisation

responsible for providing a range ofoffice services to support otherdepartments word processing, desktop

publishing, e-mail, faxes and

computerised databases incoming and outgoing mail managing diaries reprographics filing correspondence

Centralised Administrativesupport

Advantages

employees are specialists

higher standard of work

noisy equipment in one area

Disadvantages

inconvenient if centralisedlocation is far from yourdepartment

equipment failure will causedelays


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Unit 2a The Working Environment: Office Layout

Key Word Definition

TypesCellular

OpenPlan

consists of rooms in which anemployee works on her/his own orwith a few other employees

Learn: advantages anddisadvantages of Cellular Layout

consists of a large area where manyemployees work together

Learn: advantages anddisadvantages of Open Plan Layout

Factors which affect layout no of employees

type of work/activities

money available

will organisation grow orreduce in size?

Furniture

Desks

Chairs

Workstation

Ergonomics

Organisation of office furniture

ICT in the workplace

Size and shape should suit the workbeing carried out

minimum standards are laid down inthe Health & Safety Regulations1992 (Display Screen Equipment) -LEARN THESE

usually L-shaped; advances in ICT

have meant that these have had tobe redesigned to allow for monitors,keyboards, FAX machines andvideoconferencing equipment

how the working environment affectsthe work of employees

make best use of space

flexiblesee ICT unit


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Homeworking

Teleworking

Hot desk

Touchdown area

Carrel

Working hours

Flexitime

Job share

Shift work

employees work at home some or allof the time

work undertaken away from theoffice and transmitted to theemployer using ICT equipment and

phone links

Learn: advantages anddisadvantages ofhomeworking/teleworking

a desk or workstation, equipped withstandard equipment, which may beused by employees who need to visitthe organisation to undertake somework; must be booked in advance

for employees who require to make abrief visit to the office eg to send ane-mail or fax; does not need to bebooked in advance

a small booth where an employeeworks on her/his own; privacy

Employees are given some flexibilityin organising their working hours.Must work core time.

One full-time job is split between 2people eg 3 days/2 days

Employees work at different times ofthe day/night eg day, night, back

Implications of changes to workingconditions

health and safety (see Unit 2b) staff welfare

managing change

cost


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Unit 2b The Working Environment:Safe Working Practice and Procedures

Key Word Definition

Potential hazard

Reporting of accidentsFirst aid

Accident Report Form

Hazard/Fault report

Health and Safety Executive

LegislationHealth and Safety at Work Act 1974

Health and Safety (First-Aid)Regulations 1981

Health and Safety (Display ScreenEquipment) Regulations 1992

Reporting of Injuries, Diseases andDangerous Occurrences (RIDDOR)

1995 (see ICT Unit)

something about the workingenvironment, equipment or workingpractices which may cause harm

employees and employers haveresponsibilities to ensure that theymaintain a safe working environment

must be an appointed person totake charge of first aid

suitably stocked first aid box a record of all incidents

A form used to give details of anaccident or injury to a person on theorganisations premises. Shouldinclude:

name position description of incident, etc

Details faults with an individualpiece of equipment.

the HSE are an organisationresponsible for the H&S of allemployees

- responsibilities of employer- responsibilities of employee

learn solutions to problems causedby eye strain, backache, stress


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Unit 2c The Working Environment: Reception Services

Key Word Definition

Reception area

Layout of the reception are

Qualities and duties of a receptionist

Record keepingStaff In/Out BookAppointments Book

Visitors Book

Dealing with visitors- with an appointment- without an appointment

Security proceduresCCTV

Locked doorsKeypad/Combination locksEntry phoneSwipe cardSecurity/ID badges

Incident/Security Breach ReportForm

ICTElectronic diary (see ICT unit)

Cellular mobile phonePager

Must create a good first impressionof the organisation

Near entrance. Learn features of a

well organised reception area egreading material, plants, etc

Qualities friendly, patient, politeDuties greeting visitors, takingmessages, operating switchboard

provide information on appointmentsand records of visitors and staff

entering and leaving the premises

learn procedures

images sent from cameras,placed in key viewing points, tomonitors viewed by security staff

recordings may be made on

videotape

Learn: features

a record to be completed and signedafter such an incidentforms must be available for

inspection by the H & S Officer

a computer application which allowsusers to check, enter and storeinformation on future appointments

used to contact people who oftenwork away from their office or whomay have to be contacted outwith

the normal working day


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Unit 2d The Working Environment: Mail Handling

Key Word Definition

Internal mail

External mail

Incoming mail

Electronic mail (e-mail)

Equipment

Scanning

Voicemail

FAX

Outgoing mail

Electronic Postal Scales

Franking Machine

Date Stamp

Methods of Sending Mail

Communication sent and received within anorganisation

Communications sent and received outwith

an organisation

Post, courier, private box, e-mail, fax,voicemail

messages are sent from one computer toanother

Learn: features and advantages of e-mail

Date stamp, photocopier, fax, scanner

inputting source material (printed text,drawings, photographs, etc) on to computerfile for storage, manipulation or insertion intoother documents

a pre-recorded message invites the caller toleave a message

an exact copy of a document sent from one

fax machine to another

Learn: advantages and disadvantages of FAXand voicemail

should be collected from departments atregular intervals throughout the day

weighs a package and automatically

calculates postal charge

prints postal impression onto envelopes andlabels

stamps the date of receipt on incoming mail

Royal Mail (First/Second Class), Parcel Force,Courier, Fax, Email, Memo, Voicemail,Depends on: urgency, size, value of information,methods available, cost, need for original to be

retained


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Unit 3 Storage and Retrieval of Information

Key Word Definition

Filing procedures

Features of a good filing system

File management

Manual Filing

Methods of Filing

- Alphabetical- Numerical- Chronological

Electronic Filing

SoftwareDatabaseSpreadsheetWord processing

Desktop publishing (see ICT unit)

Storage of computer files

Managing user access

used so that documents can befound quickly and easily

secure, convenient, safe, flexible,

economical

the way in which computer data isstored and organised; should useappropriate filenames and sub-folders where necessary

original documents are stored inconcertina files, box files or filingcabinets

learn features andadvantages/disadvantages

documents processed on individualcomputers are sent, via the network,for central storage on disc/tape/CD-ROMdocuments received by the

organisation, are scanned into thecomputerised filing system, using adocument scanner

used for creating information beforebeing stored electronically

Hard drive Floppy disk (low memory) Zip disk CD-rom DVD Memory stick

Use a lockable room, password


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Passwords

Care of data storage media

Back-up procedures

LegislationData Protection Acts 1984, 1998

The Privacy and ElectronicCommunications Regulations 2003(see ICT Unit)

protect files and/or computers, read-only documents, security IDcards/keys, anti-virus software

Restrict access to computers, files, e-mail facilities

Regular back-ups computerscrashes, fire/flood, theft, damage tohardware/software

This protects the data subject (theperson about whom information isheld). Applies to information storedon computer.

All organisations must be registeredas a data user with the DataProtection Register and follow theprinciples of the Act:

Data must be:

Fairly and lawfully processed Adequate, relevant and not

excessive Accurate Kept for no longer than is

necessary Kept securely


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Unit 4 Reprographics

Key Word Definition

Equipment and softwarePhotocopier

Laminator

Binder

Scanner

Digital camera

DTP/Graphics/Word Processingsoftware

Inkjet/laser printer (can be colour)

this gives an exact copy of thedocumentthe copy may be re-sized and colour

copiers are available

coats paper on thin card with a clearplastic sealit is a form of protection

fastens multi-page documentstogetherseveral types including a spiral combbinder and a flat comb binder

scans source material, (drawings ,photographs, printed text etc andsaves it as a computer file forstorage, manipulation or insertioninto other documents

allows photographs to be taken

for professional looking pages

for printing text and graphicsStaff training

In-house copying

External agency copying

To use equipment, be efficient

when staff within the organisationcarry out the reprographic tasksstaff need to be trained to use theequipment safely and be aware ofthe procedural guidelines whichinclude requests, fault reporting

and legal copyright requirements

when an external agency is paid tocomplete the reprographics

Learn: advantages anddisadvantages when choosingbetween in-house and externalagency copying


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Unit 5 Sources of Information

Key Word Definition

Paper-based sources

ICT sources

CD-ROM

Intranet

The Internet

hard copy eg Dictionary, Atlas,Phone Book etc

teletext

computer files e-mail internal databases and external

databases such as the Internet CD-ROM

information is often sent to users inthis way because it is both costeffective and environmentally friendlyeg the Census Report, road maps

and route plans and EncyclopaediaBritannica

used on a LAN which makesinformation available within theorganisation eg in school teachersare sent the list of absentees via theschool Intranet system

organisations use this as a source ofdesk research and e-commerce(see ICT Unit)


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Unit 6 Preparation and Presentation of Information

Key Word Definition

Line Graph

Pictogram

Bar Chart/Column Chart

Pie Chart

Flow Chart

Itinerary

Memorandum

Informal Reports

Formal Reports

Presentation software (see ICT unit)

a single or multi-line to show resultsand comparisons

use of pictures or symbols to

represent statistical informationused when detailed figures are notrequired

bars vertically or horizontallyshowing contrasting results showmore detail than a pie-chart which isa circle represents total 100% andsegments used to show broadcomparisons with segments usually

in different colours

starting and finishing points areshown in rounded boxes, each stepor action is shown in a rectangularbox and arrows between the boxesshow the direction of floweg useful to show the steps in theprocedures for recruitment of staff

a working document which provides

key information on travel,accommodation and appointments inorder of date and time

a form of hard copy, internalcommunication

may be in the form of amemorandum, is usually short andwritten in the first person

eg you might use this whenreporting to your line manager

written in a formal tone and usuallyaccording to a formalised in-housestyletables of facts and figures would beincluded as appendices


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Unit 7 Travel

Key Word Definition

Travel/Accommodation RequestForm

Method of transport

Sources of information

Itinerary

Travel/Accommodation Booking

Form

Possible requirementsPassport

EHIC (European Health InsuranceCard)

Visa

Immunisation Form/VaccinationCertificate

Methods of PaymentCash

Account

This must be completed with all thenecessary information for all trips

Road Rail Sea Air

See Unit 5

See Unit 6

Should be completed and sent

an official document certifying theidentity and nationality of a citizenit permits the person to travel: wenow need our passport for internaland external air flights

entitles travellers from the UK to free

or reduced-cost emergency medicaltreatment in the EU and some othercountries

this official document is sometimesneeded when travelling eg this wouldapply if you were visiting any countryin a war-zone

this may be a requirement if you visita particular area eg you require a

certificate for typhoid and hepatitis ifyou visit India

e-dollars or foreign currency may beneeded if travelling aboardall requirements must be arranged inadvance and must be accounted forwith receipts

the organisation may pay direct to


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Credit/Debit Card

Travellers cheques

Expenses Claim Form

the travel agent for travel,accommodation etc

this is the most popular methodtoday and its usage demands a pinnumber

Learn the benefits of usingcredit/debit cards

Can be obtained in advance oftravelling to a foreign country

needed to claim and verify expenses


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ICT Unit

Keyword Definition

Databases An organised collection of information

Fields/records

Formatting eg text, number, date/time,currency

Advantages Records found quickly using search

facility Records can be sorted into required

order A query can be used to create a report Mail merge can be used to personalise

letters

Uses Staff records Customer records Supplier records

Spreadsheets

AdditionAverage

SubtractionDivision by 2

MultiplicationAbsolute formula

Used to enter text and numbers into atable with rows and columns. Formulaecan be entered into the required cellswhich allow calculations to be madeautomatically.

Formula=B2+B3 or =SUM(B2:B8)=AVERAGE(B2:B8)=B2-B3=B2/2=B2*C2=$B$2*C2

Formula can be replicated by copying it

down or across

Advantages Formulae can be entered for

calculations Formulae can be replicated saves

time Changes can be made easily Charts and graphs can be produced

Uses see Unit 1bWord processing Used to produce letters, memos, reports,


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forms. It allows on screen editing byinserting, deleting, moving words, andchecking spelling before printing.

Desk Top Publishing Prior to their use, businesses had to usespecialist design companies to producebrochures and advertisements. DTP

allows users to design layout of text andgraphics for letter-headed paper, menus,catalogues etc

Integrated software package Combines several applications in theone computer programme, typicallyword processing, database,spreadsheet, graphics andcommunications eg Microsoft Office.

Advantages

On-screen layouts are similar,

making it easier to learnapplications

Data is easily transferred betweenapplications

Mail merge can be carried out

Dynamic linkage is possible

Integrated package may be cheaper

The Internet This is a WAN spanning the globe. Itrequires a modem, telephone socket,Internet Browser software and an ISP -

Internet Service Provider.

Uses Advertising the organisation E-commerce customers find a

product, order it and pay for it usingcredit/debit card

Keeping up-to-date with informationabout competitors

Using e-mail to contact customers

Researching travel etc

TermsInternet Service Provider (ISP)

Download

Search engine

A company that provides access to theInternet

The process of copying a document fromthe Internet to a personal computer

A facility that lets the user type in a keyword and creates a list of relevantwebsites eg Google, Yahoo


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Hyperlink

Favourites

A connection from one web page orwebsite to another web page or site

A facility of web browsers that lets theuser store the addresses of web pageswhich are visited frequently

Features of a good website

Up-to-date information Easy to navigate (hyperlinks) E-commerce facility available Frequently asked questions section

(FAQ) Colour, graphics Contact details

Advantages of the Internet Information usually up-to-date Access to a wide range of information Available 24/7

More detailed information on awebsite Information available instantly

Disadvantages of the Internet No guarantee of accuracy Needs to be updated regularly Connections unavailable

Intranet An internal network used to shareinformation within an organisation.

Uses

Up-to-date company information Up-to-date product information Daily or weekly bulletins Internal e-mail Electronic diaries Sharing software/peripherals eg

printers

Advantages Same information available to all

employees Updates only done once Standardised documents can be

storedPresentation software eg MicrosoftPowerPoint

Why? Each slide contains relevant

information, graphics and can beanimated

Sound, video clips can be incorporated Can set up timings for the show


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Security Methods of making sure that data isprivate or that only authorised people cansee the data.Passwords a secret code that you use togain access to private information on acomputer system or to log onto a network.

Encryption processing a message sothat personnel cannot understand itunless they have authorised access to thesoftware needed to unscramble the data.Physical this includes locked doors,swipe cards for keyboards etcBiometric this includes iris scans andpalm prints to gain access to computerrooms.

Legislation

Computer Misuse Act 1990A law which allows computer criminalslike hackers and creator of viruses, to beprosecuted.It makes it a criminal offence to gainunauthorised access to a computersystem, to hack, or to write and distributeviruses, which can change data on acomputer.

The Health and Safety Regulations(Display Screen Equipment) 1992

Employers are required to:analyse workstations, assess and reducerisks,provide users with training on how to use

VDUs and workstations safely,organise the daily work of VDU users sothat they have regular breaks andchanges of activity,arrange and pay for regular eye tests forVDU users.

The Copyright, Designs and Patent Act This makes unauthorised copying anddownloading of music and films acriminal offence. This Act does notcompletely defend the rites of the artists

because these same materials may befreely downloaded from file servers inother countries.

The Privacy and ElectronicCommunications Regulations 2003

Companies must get permission from anindividual before they can send them ane-mail or a text message. This law makesSPAM a criminal offence and senders ofunsolicited e-mails may face unlimitedfines. This law does NOT cover businesse-mail addresses.

SGAD GC Revision Booklet

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