Administrative Paper

Administrative Paper

Q1. Good time management is essential to ensure targets are met. Priorities lists and action plans can be used to organise tasks to ensure deadlines and targets are met as employees can keep track of complete tasks and tasks which still need to be finished. A reminder system (electronic or post-it notes) could also be used to allows employees to know which tasks still need to be worked on this ensures employees are working towards achieving their targets. Also by avoiding interruptions employees are more focused on their work and are more likely to achieve their targets. Employees may also use a system to complete tasks e.g. more important tasks completed first and one task should be finished before starting another ensures deadlines are met and targets are achieved. Work areas should also be kept tidy (cleaned at the end of each day) by tidying files away after they have been used employees are more focused on the next task making them more likely to reach their targets and goals.

Q2. Employees should ensure the confidentiality and security of information in an open plan lay-out. To protect this information employees should tidy up their desks after using confidential files and put these files back in a secure place to ensure they are not seen by unauthorised people. When discussing confidential information employees should use private rooms/offices to ensure that no one is given access to unauthorised information. Employees should avoid interruptions when working with confidential information as this may give these employees unauthorised access to this information.

Q3a. To ensure that customer complaints are dealt with effectively organisations may use a complaints procedure to inform employees how to deal with a complaint and inform customers how to make a complaint. To ensure complaints are dealt with effectively organisations should inform the customer what is being done about the complaint and how the issue is being resolved. Organisations should use complaints to improve the organisation as they can be an indication of where the business needs improving.

b. To arrange a formal meeting with department heads to discuss the monthly software monitoring report the following procedure could be used. First the meeting must be properly convened, the venue should be booked and correct notice should be given to attendees. Next the meeting must be properly constituted meaning that it must have a chairperson and the quorum must be met. Finally it must be held according to the rules/regulation in which the meeting must be run.

Q4. If an employee breaches the conditions of their employment they may be given a verbal warning for their actions this type of warning is not very serious. If a further or a more serious breach is made the employee could be given a written warning which is more serious as it is recorded. Another consequence may be dismissal from work which is for serious issues as the employee is asked to leave the organisation. One of the final consequences would be civil or criminal prosecution which would be for serious actions concerning the organisation.

Q5. The introduction of time management software into an organisation is a strategic decision. This is a decision which will affect the organisation over a number of years as it is a high risk decision which involves costing the business a lot of money. Top level management will make this decision because it will affect polices of the entire business incorporating this new software.

Section 2

Q2a. Effective team-working benefits both the individual and the organisation. The individual benefits from team-working as they are given a sense of being valued within the team and a sense of belonging to that team. Employees also benefit from shared knowledge and skills and they can learn from their other team members. Individuals also benefit from an improved motivation and morale because they feel more involved in the team which may also increase their job satisfaction. Team members may also feel they are being given more responsibility as they don’t need constant supervision within the team making them more motivated and productive. Effective team-working benefits the organisation as a multi-skilled workforce can manage if a team member is absent as they can adapt and fill in for the duties of the absent member. Another benefit would be that a team is more likely to take risks than an individual if these risks are successful it can hugely benefit the organisation. Organisations also benefit from pooled resources as a variety of skills and knowledge used together is more effective rather than individually as more ideas can be produced helping to solve more problems. Also the increased motivation and morale of the team benefits the organisation as the team is more efficient and productive.

b. An intranet may be beneficial for communication between a team as communication is instant and can be sent and replied to at any time of day so no time is wasted if information is urgent. It is also cost effective as communication by intranet is free because information is sent electronically. Also this type of communication allows company files to be attached and sent.

c. Customer service level agreements would be incorporated into a organisations customer service level agreement as they clearly display what the customer should expect when dealing with the organisation. It details the deadlines and quality of service the customer should expect from the organisation. This agreement allows the customer and the organisation to identify where service has fallen short and where improvements need to be made.

d. A staff appraisal system benefits the organisation as it identifies employee’s future training and development needs. Another benefit would be that it allocates staff to duties which are most suited to their knowledge and skills contributing to the overall efficiency of the company. It also provides a basis for annual salary reviews especially where employees pay is specifically related to their achievements. It can also increase the motivation and morale of employees which leads to a more productive and efficient workforce.

Q4a. Good customer service benefits the organisation. Customers are more satisfied which may lead to them recommending the organisation to friends increasing income and customer loyalty. Another benefit is that the organisation could receive a good reputation leading to a more competitive edge which could increase turnover. Good customer service also benefits the customer as their experience with the company is more positive if they feel the company is more caring over their customers. Another benefit is that if they feel the organisation cares about their business they may return and become a regular customer to the business.

b. To survey customer satisfaction organisations may organise a focus group or use a face-to-face interview. Organisations may use a customer focus group as this gets a number of customers together to discuss the performance of the company giving them a clear idea of what customers think of the company. Organisations may prefer this method as this gives instant feedback back on the customer’s opinion of the businesses performance and also questions can be asked on issues which come up. A face-to-face interview is another way to gain the customers opinion of the organisation but this is only the opinion of one customer. Companies may prefer this method as customers opinions cannot be influenced by other customer’s positive or negative opinion of the company and any major issues can be highlighted compared to a survey where set questions are asked.

c. When analysing customer satisfaction both qualitative and quantitative information can be useful. Qualitative information such as opinions/attitudes/judgements can be useful as surveys can be used which give a clear idea of what the customer thinks of the organisations service by rating it. This information is also permanent meaning it can be saved a used whenever it is needed. Meetings and interviews also give qualitative information the opinions of different customers can be used to improve the organisation and may help in decision-making. Quantitative information is also very useful this is represented by numbers and calculations which can be counted and measured. Quantitative information could be sales figures or production rates. These figures can be easily compared and may allows graphs to be created to show trends. The company could also use these figures to forecast and project numbers for the future which helps the company in its decision-making process.

d. The data protection act allows individuals various rights such as once the organisation no long has any need for their information it should be deleted from their database. Another one of their rights would be that their information should be accurate and up-to-date in their database. Individuals also have the right to have access to the data the organisation holds relating to them. They also have the right to ensure the organisations data is adequate, relevant and not excessive for its purpose.