Unit two: Principles of providing administrative services

Assessment

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Please note that this Assessment document has 13 pages and is made up of 9 Sections.

Name: Natalja Liepina

Section 1: Using the telephone

This section will help you to evidence Learning Outcome 1: Understand how to make and receive telephone calls.
Learning objective Place in Assessment
1.1 Describe the different features of telephone systems and how to use them Question 1 Page 1
1.2 Describe how to follow organisational procedures when making and receiving telephone calls Question 2 Page 2
1.3 Explain the purpose of giving a positive image of self and own organisation Question 2 Page 2

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. 1.1

Feature How / when used
1.
Call waiting

Most phones have function to alert the user that another call is waiting for them.
And it can be easy to put on hold other user.
2.
Call transfer

This function you can use if you need to transfer call to another person.

2. Prepare a brief report advising people on:

• How to follow organisational procedures when making and receiving telephone calls
• The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with). 1.2 1.3

When you making or receiving phone call you should greet the person in a welcoming and polite way. You should introduce yourself and if you are not recognised the person on the phone must in polite way try to ask with who they are speaking.
If you are making phone call you should say the reason of your call. And make sure you have all the relevant information next to you, if the paper include some confidential information you must be very careful do not leave any unopened papers without supervision.

A positive impression is an important start to building a relationship with customers. Whether the interaction is over the phone or in person, the initial impression can set the tone for the whole customer experience.

Section 2: Handling mail

This section will help you to evidence Learning Outcome 2: Understand how to handle mail.
Learning objective Place in Assessment
2.1 Explain the purpose of correctly receiving, checking and sorting incoming and outgoing mail or packages Question 1 Page 3
2.2 Identify different internal and external mail services available to organisations Question 2 Page 3
2.3 Describe the methods of calculating postage charges for mail or packages Question 3 Page 4

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). 2.1

The purpose of correctly receiving, checking and sorting mail and packages, if not done in an appropriate way then important information and letters may be missed or lost. And as result in lengthily delays in orders, payments, and delivery or complaints. That way you should check all mail in time and sort them in the right order and make sure it gets to the right person.
When you are sending mail you should double check the email address, personal information included in the letter, if it belongs to the right person.
Whether the mail is incoming or outgoing it is important that all procedures are followed correctly to ensure that nothing is lost and private information is kept confidential.

2. Complete the table below with the following information:

• At least two examples of internal mail services that are available to organisations
• At least two examples of external mail services that are available to organisations 2.2.

Internal mail services External mail services
1.
Courier (working in for the same company)

1.
Royal mail

2.
Colleague with unsealed envelope

2.

UPS

3. Describe two methods that you can use to calculate postage charges for mail and / or packages. 2.3

As we known what Royal mail is the most popular company for sending letters and packages, we can go to their web site and check the cost. If we want to know exact price we should provide some useful information like the weight of letter, measurement of letter and country.
And also we can check Courier Company. This we can check in the same way from the web site. If you parcel is big your Courier company will probably be more appropriate.

Section 3: Using different types of office equipment

This section will help you to evidence Learning Outcome 3: Understand how to use different types of office equipment.
Learning objective Place in Assessment
3.1 Identify different types of equipment and their uses Question 1 Page 5
3.2 Explain the purposes of following manufacturer’s instructions when using equipment Question 2 Page 5
3.3 Explain the purpose of keeping equipment clean, hygienic and ready for the next user Question 3 Page 5

1. Describe the main types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment. 3.1

In our days you more often can see computers, printers, telephones and scanners. No one in the office can imagine them working these days without technology.

Computers are probably the most common item. You will be using the computer for creating new document and saving them. Also we will use the computer for sending and checking emails, to do some research on internet, because most of the offices have access to internet.

Printers, they are used for printing documents, scanning documents and copying documents.

Telephones, they are used for communicating with customers like receiving call, making call and summarising call.

2. Explain the purpose of following manufacturer’s instructions when using equipment. 3.2

Purpose of following the manufactures instructions assure that the equipment is used safely and correctly. And also it protects us from any harm. If you follow instruction it means that your equipment will be up to date all the time. If not it might cause you company to lose the money, because you can not to use equipment in full power.
And if you do not follow the manufacturer’s instruction you will lose the guarantee.

3. Explain the purpose of keeping equipment clean, hygienic and ready for the next user. 3.3

Clean equipment performs better then dirty equipment. When things are not kept ready to use by other people, this can result in casual attitude to another employee. And also mean that productivity will be affected, as time will be wasted on sorting messy areas. If everyone respects their workplace, it becomes a nicer place to work.

Section 4: Minimising waste at work

This section will help you to evidence Learning Outcome 4: Understand how to keep waste to a minimum in a business environment.
Learning objective Place in Assessment
4.1 Explain why waste should be kept to a minimum in a business environment Question 1 Page 6
4.2 Identify the main causes of waste that may occur in a business environment Question 2 Page 6
4.3 Identify ways of keeping waste to a minimum in a business environment Question 3 Page 6

1. Explain why waste should be kept to a minimum in a business environment. 4.1

To keep waste to a minimum in the work place is important because the more you waste, the more money the company will pay for wastage, and lose money. You can prevent wastage by going to check equipment and raw materials, which you are using, before you start. The trick is to find the most effective way of processes.

2. Identify at least two main causes of waste in a business environment. 4.2

One of the main causes of waste is human error. It’s mean they know how to do it, but make the mistake in the process because of lack of training.

Electricity wastage through heating, lightening and kept powering equipment.

3. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this. 4.3

Train the staff how to use equipment correctly do not waste any raw material.

Do not print any unwanted email, letters and etc. Turn off all plug when working day is over.

Section 5: Making arrangements for meetings

This section will help you to evidence Learning Outcome 5: Know how to make arrangements for meetings.

Learning objective Place in Assessment
5.1 Identify different types of meetings and their main features Question 1 Page 7
5.2 Identify the sources and types of information needed to arrange a meeting Question 2 Page 7
5.3 Describe how to arrange meetings Question 2 Page 7

1. Complete the table below listing at least two different types of meetings and describing the main features of each type of meeting. 5.1

Type of meeting Main features

Conference

Normally a large group of people for common topic.

Informal meeting

Normally three of less people. Which was not planned and did not have any agenda.

Face to face meeting

Only two people involved, and normally it is planned in advanced. One of the reason for a face to face meeting is problem solving.

2. When arranging a meeting:

• What sources and types of information are typically needed? 5.2
• How should meetings be arranged? 5.3

When you are arranging a meeting you should check:
– Who the meeting is with.
– What the subject of the meeting is.
– The main resources needed.
– The date and time of meeting.
– Information of special needs.
Than when you know all the relevant information you should start planning an agenda, time and invitation. When everyone agrees, it shout be by Email, mail or face-to face, you can start putting everything in the order. It is very important to suit everyone’s needs, whatever it’s a meeting, event or party. And ensure that all attendees have all information updated.

Section 6: Organising travel and accommodation

This section will help you to evidence Learning Outcome 6: Understand procedures for organising travel and accommodation arrangements.

Learning objective Place in Assessment
6.1 Explain the purpose of confirming instructions and requirements for business travel and accommodation Question 1 Page 8
6.2 Outline the main types of business travel or accommodation arrangements that may need to be made and the procedures to follow Question 2 Page 8
6.3 Explain the purpose of keeping records of business travel or accommodation arrangements Question 3 Page 9

1. Explain the purpose of confirming instructions and requirements for business travel and accommodation. 6.1

The purpose of confirming instruction and requirement for business travel and accommodation is to avoid any mistakes. This obviate any extra cost and loss of time and money.
It is important to check all the information included in the travel such us who is going, personal id, date of travelling, exact destination and for how many days and night you need to do a booking to avoid any misunderstandings.

2. Complete the table below with an outline of the main types of business travel and accommodation arrangements that may need to be made and the procedures that should be followed when doing this. 6.2

Travel and accommodation arrangements Procedures
International travel

Check if any visas are required for the travel. Make sure you check all available transport. For example if you need to be in the Spain tomorrow you cannot use the bus or train, you definitely need the plane. You need to plan departing and arriving time because it might be difference between times due to time zones. When you booking accommodation you must check what needs you customers have, does he need his wife. Is it going to be self-catering or should breakfast included. Ask if any currency is required. Provide with map, dictionary if it needed because it might be a new location for the traveller. And make sure you can fit all these restrictions in the company budget.
Keep all records
Business travel

Define a person or people traveling: name, job position and department. What type of visit. Check if they need any support material for traveling. Route organizer calculation for daily routine.
Keep all records.
Local travel

Make reservation and travel arrangement.
Make all possible direction and transport and documents contact information .
Keep all records.

3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. 6.3

Keeping travel and accommodation records allows a business to be well-organised. It is important to keep records of business travel and accommodation to keep track of cash flows and company profit as the money used for a business travel is often set to a budget. For example how much was spent for travel and may be referred to in the future to help plan budgeting for the next travel.
It is also helpful to keep records as it enables communication to employee about possible changes during their travel.

Section 7: Diary management procedures

This section will help you to evidence Learning Outcome 7: Understand diary management procedures.
Learning objective Place in Assessment
7.1 Explain the purpose of using a diary system to plan activities Question 1 Page 10
7.2 Identify the information needed to maintain a diary system Question 2 Page 10

1. Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons. 7.1

It is very useful to use a diary system to plan activities at work, as you can check easily all coming events, meetings or bookings. And make sure you don’t miss any of them.
And also it might help your colleague, during your holiday, what should be done and when. This will save lots of mistakes and confusion.

2. Identify the information needed to maintain a diary system in the workplace. 7.2

The basic information required are who you have an appointment with, when and where the meeting is, what time and any information you need for meeting, appointment or event and what you need to take with you.

Section 8: Delivering effective customer service

This section will help you to evidence Learning Outcome 8: Understand the purpose of delivering effective customer service and how to do so.

Learning objective Place in Assessment
8.1 Contrast the differences between internal and external customers in a business environment Question 1 Page 11
8.2 Explain why customer service should meet or exceed customer expectations Question 2 Page 11
8.3 Identify the purpose and ways of building positive relationships with customers Question 3 Page 12
8.4 Identify how customers demonstrate their own needs and expectations Question 4 Page 12

1. What are the differences between internal and external customers in a business environment? 8.1

Internal customers are colleagues you’re working with and internal customers are customers outside of your business.
Internal customers and external customers are basically those who purchase the product of a company. The customers may be the distributors, traders’ suppliers or the users. External customers and internal customers are different from each other. Internal customers are those individuals or employee who buying the product of the company being the part of the company. External customers are those individuals who not belong to the company.

2. Explain why customer service should meet or exceed customer expectations. Include at least three reasons in your answer. 8.2

If customers get exceptional customer service, they would have a tendency to return to the same company. And often when they return they will bring some friend with them. It is the most successful feedback, which can give your business even more new customers.
If you don’t aim to meet the customers’ expectations you might have more complaints about your service or product which could affect you company’s profit and you will lose the customers.
Exceeding customers’ needs is very important to keep loyal customers. By meeting their expectation you will get better reputation and high standard of customers.

3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved. 8.3

Positive relationship with customers helps to promote your business. When you build good relationships with your customers they will became part of your feedback chain. They will introduce your business to their friends and relatives.
Providing a high level of customer service is important in building customer relationship and to keep customers coming back. And also building relationship improve your communication skills. By establishing relationship, you will communicate and interact frequently with your customers.

4. How do customers demonstrate their own needs and expectations? 8.4

Sometimes you can see their needs from the complaint book, because if their needs have not been met they can make a complaint. If you will have a complaint you need to react immediately to improve your service or product.
One of demonstrations their own needs and expectations is feedback. From the feedback you can learn what they appreciate and what they are expecting.
And also you can find it very useful to have conversation with the customers, because from the conversation you can find out useful information about your business as well.

Section 9: Reception services and procedures

This section will help you to evidence Learning Outcome 9: Understand the purpose of reception services and how to follow reception procedures.

Learning objective Place in Assessment
9.1 Describe the purpose of the receptionist role as the first point of contact between the public / client and an organisation Question 1 Page 13
9.2 Explain how to present a positive image of self and the organisation and the purpose of doing so Question 2 Page 13
9.3 Explain how to carry out entry, departure, security and confidentiality procedures in a reception area Question 3 Page 13

1. What is the purpose of the receptionist role as the first point of contact in a business environment? 9.1

The main role is to welcome and assist members, customers, client or visitors of the company, both in person and over the telephone.
First impressions count at all the time.

2. Describe how a receptionist can present a positive image of themselves and the organisation and explain why this is important. 9.2

The receptionist can present a positive image of themselves and the organisation by looking pleasant and cheerful, dress appropriately smart for the organisation, have well-spoken manner and always treat all visitors with respect.
All this is important because if you run in high expectation service you will keep your customers happy and welcoming, then your customer will return.

3. In relation to your own organisation (or one that you are familiar with), explain what must be done when carrying out entry, departure, security and confidentiality procedures in a reception area. 9.3

As I often go to the leisure park. I will not see security next to the reception, but I still need go through the confidentiality procedures as to show my membership and if my membership did not have a photo they have the responsibility to ask a proof of id.

If you are visiting the administration you must ask for the person who you are visiting. As you find out you must sign in in the visitors’ book, for the safety purpose, if something happen it will be easy to identify how many people are in the building. As soon you sign in you will get the visitors sign. And some one will take you to the right place (office) and introduce you to the person. On you way back you need to give the visitors sign back and sign out in the visitors’ book. But if you were just delivered a correspondence you will give the correspondence to the receptionist and then they will put in the safe place for the first minute, because some of the letters can include some confidential information. When they have a time will take to the appropriate people.

Once you have completed all 9 Sections of this Assessment, go to www.vision2learn.com and send your work to your tutor for marking.