Office administration

• Shredder

  Used to destroy confidential and sensitive information (e.g. credit card information, bank statements, personal/confidential client matters)
• Risograph


  Large organizations use this equipment to carry out high speed, high volume copying and printing of documents at an economical rate
• Work ethic

  • Ability to improve quality of work by ensuring it is neat, well-organized, relevant, sufficiently detailed, and accurate; being on time and attending work regularly
• Integrity

  • Being completely trustworthy, honest, and confidential in all matters; setting high standards
• Deportment


  • Displaying positive behaviour and manner at all times; paying attention to personal appearance and good grooming to create a lasting impression; being consistent with workplace requirements
• Self-esteem


  • Putting a high value on yourself; believing in yourself; having the confidence to perform at your best; demonstrating a high sense of self-worth, pride, and self-respect
• Breach of confidentiality by the boss (Mr. Rigby) exposing personal information about an employee (Miss Willis) to other co-workers
• Breakdown in relationship between Mr. Rigby and Miss Willis

  Decline in productivity, organizational conflicts, increased absenteeism, loss of customer confidence
• Barriers to communication

  • Biases (personal, cultural, grapevine, perceptual)
  • Language or accent
  • Literacy skills
  • Time or noise constraints
  • Physical impairment
  • Differences in age, gender, attitude, education, or status
  • Technical and emotional issues
• Franking machine

  Prints postage on items to be mailed, eliminating the need to stick on postage stamps individually
• Collating machine

  Used to assemble the pages of documents in the correct sequence
• Sealing machine

  Used to seal envelopes for larger volumes of mail in a matter of minutes
• Mail merge

  Prepare a form letter with correct information, prepare a mailing list, combine the form letter with the mailing list to create personalized letters
• Actions to ensure confidentiality of files

  • Swear all employees to secrecy
  • Implement a confidentiality policy or improve security
  • Offer training to emphasize importance of confidentiality
  • Require public apology for breaches
  • Apply sanctions or penalties
  • Limit access to information/files
  • Use passwords
• Receptionist role 1

  • Maintain effective interpersonal relationships between the organization
• Receptionist role 2

  • Promote a positive image of the business
• Information from a passport

  • Traveler's place/date of birth, photograph, gender
  • Place/date of issue, passport number, date of expiry
  • Emergency contact, occupation, signature, maiden/surname
• Combined notice and agenda for student council meeting: date, time, location, purpose, agenda items (welcome, apologies, minutes, matters arising, proposed IT policy changes, AOB, next meeting date)
• Attributes HR manager should possess

  • Tact, diplomacy, courtesy, respect, confidentiality, patience, initiative, integrity, deportment, regularity
• Job description


  Document listing duties and tasks of a job, providing an overview
• Job specification

  Document outlining the human characteristics/attributes needed to successfully complete the job duties
• Factors to consider when choosing a supplier

  • Cost/price
  • Urgency, timely delivery, location, supplier capability
  • Incentives, discounts, credit terms
  • Availability of goods
  • Quality, reviews, background
• Calculating total purchase order

  1. Multiply quantity by unit price

  2. Add all subtotals

  3. Find 12.5% of total

  4. Subtract 12.5% from total
• Purchase order form

  Document used to record details of goods/services being purchased
• Advantages of using e-commerce to procure goods/services

  • Goods can be seen/described in display pictures or advertisements
  • Wider variety of suppliers to choose from
  • Lower costs as suppliers don't have large premises
  • Quick contact can be made with suppliers globally
  • Time saved as customers don't have to leave offices/homes
  • Purchases can be made 24/7
• Importance of managing stock

  • Prevention of pilferage or theft
  • Control of inventory to prevent shortage or overstock
  • Signaling of market trends or needs
  • Monitoring availability of capital
  • Ensuring just-in-time supplies
  • Optimizing storage space
• Firm increases advertising

  Demand curve shifts right, increasing equilibrium price and quantity
• Marginal utility

  Additional utility/satisfaction gained from consuming an additional product
• Adding up marginal utility for each unit gives total utility
• Preparing quotation

  1. Multiply quantity by unit price

  2. Add subtotals

  3. Calculate 15% sales tax

  4. Add tax to subtotal for grand total
• Functions of procurement office when goods arrive

  • Check received goods against delivery notes and purchase orders
  • Check packaging for damage or expiry
  • Give receipt/signature to carrier
  • Pass goods into warehouse
  • Check invoices for accuracy
  • Ensure proper storage conditions
• Duties of dispatch clerk to meet statutory requirements

  • Make special arrangements for hazardous goods
  • Ensure health and safety precautions
  • Prepare and distribute safety procedure lists
  • Report breaches of health and safety
• Functions of corporate communications clerk

  Promoting corporate image to improve/maintain communication and customer loyalty

  Producing company newsletter to advertise news, discounts, new products

  Upkeep of company website to reach wider customers, provide up-to-date info
• Skills required of sales office clerk

  • Literacy
  • Numeracy
  • Filing/organizing records
  • Data entry
  • Basic IT/word processing
  • Proficiency in productivity tools
  • Competence in time management
  • Communication skills
• Dispatch office should collaborate with sales office to: make items available, ensure delivery scheduling, provide special packaging, estimate order volumes, advertise promises, ensure promises are fulfilled
• Invoice should include: VAT registration number, date, customer details, item descriptions, quantities, unit prices, subtotals, VAT, grand total, sales manager signature
• This is an office administration past paper from June/July 2021
• The exam is split into two profiles: knowledge (textbook knowledge) and application (applying knowledge)
• Factors that influence selection of communication media

  • Urgency
  • Cost
  • Privacy
  • Need for a record
• Uses of mailing room equipment

  • Franking machine: Attaching prepaid postage on outgoing mail
  • Scales: Weighing outgoing mail to determine required postage
  • Collating machine: Sorting bulk pages into groups for mailing
  • Sealing machine: Securely closing outgoing mail