2022 SQA ADMIN

Question 1

tasks carried out by an admin assistant

Answer 1

-sending and receiving emails to all staff to keep them up-to-date with important news
– using the photocopier to photocopy documents are required
– make an appointment using the diary so other staff members can see when the managing director is available
-working in reception to greet visitors and signing them in when they visit the organisation
-arranging events such as conferences and meetings which involves research on transport accommodation etc

Question 2

skills employees should have for good time and tasks management

Answer 2

PLANNING
-looking ahead to see what needs done and when making sure everything is in place in plenty of time to achieve this
• this means that tasks will be completed on time

ORGANISING

• once planned they must then make sure they have all resources needed to complete their tasks
• this means that it will help to make sure everyone works together to complete tasks

DELEGATING
-deciding when it is appropriate to ask someone to do your tasks
• this means that it avoids employees taking on too much work leading to low quality work low morale and stress 

DIRECTING
-when somebody’s told to do something with in a set timescale
• this means that staff will be clear about what they must achieve and the standard expected from them

Question 3

setting targets

Answer 3

TOO DO LIST
- this is a document that employees use to list all the tasks they need to do as they complete each task it is scored off the list
— this means that employees feel more in control of their workload meaning less stress

PRIORITIES LIST
-this is a personal document with a list of tasks that need to be completed the tasks are put in order of what task needs to be completed first
— this means that the quality will improve as more important tasks will be tackled first

E-DIARY
-this is used for arranging meetings days and weeks and months can be seen at one glance which everyone can see at the same time
— This means that reminders will be set to avoid staff missing important meetings meaning deadlines will be met

ACTION PLAN
-this is a document that could be prepared to help a long-term project and breaks the project down into smaller tasks which need to be completed and also shows who should complete them and how long it takes to complete
— this means that staff are likely to be in control of their work and deadlines are more likely to be met

Question 4

dealing with changes in priorities

time stealers

Answer 4

unexpected visitors
. visitors may come to employees unannounced and keep them off their work
…employees should explain they are busy and arrange a suitable time to meet

overrunning meetings
. meetings which last much longer than scheduled take employees away from their desk and tasks when they’re busy
… meeting should have a time limit if necessary use alarms to let people know how much time is left

telephone calls
. interruption for making and receiving constant phone calls all day results and employees not being able to complete tasks or concentrate
… employees should turn their voicemail on meaning they can return the call at a convenient time for them

emails
. opening emails as they arrive mean that employees do not stay on task and end up taking on new tasks
… employees should close their emails to stop email alerts distracting them

Question 5

monitoring and evaluating progress

Answer 5

BUDDY SYSTEM
- a new employee is paired with someone at the same level to help them develop their knowledge and skills
— The manager can be confident that the more experienced member of staff will be checking on there progress and advise them of any problems

APPRAISALS
-a meeting to review current performances and help identify and evaluate the training and development needs of staff
— managers can discuss employees training and development needs which encourages the to strive to meet their targets as they know they’re being supported

SAMPLE CHECKS
-this is where some but not all of the tasks are looked over by the manager
— the manager can check the quality of employees work at regular intervals to check standards are not dropping

GRANTT CHART
-this is a chart that a manager develops using a special software program and shares with the team to live individuals to see at a glance key dates and tasks that must be completed
— managers can see a glance from the chart actual progress compared to planned targets

Question 6

benefits of good time and task management

Answer 6

• tasks will be completed faster and too a high standard
• targets and deadlines are more likley to be met
• employees will meet the needs of standards on time

Question 7

consequences of poor time and tasks management

Answer 7

• employees will have high stress levels which means that productivity will drop
• employees will feel constantly under pressure this means that there will be more stress related absences
• tasks may not be allocated fairly this means that employees may be landed with all the work leading to poor work relationships

Question 8

responsibility’s of employers in the workplace

Answer 8

-provide a safe place of work for employees
-ensure that entrances and exits are clearly marked
-provide training on health and safety in the workplace


Question 9

responsibilitys of employees

Answer 9

• wear protective clothing that has been issued to them
• Report any hazards in the workplace
• co-operate by attending training courses

Question 10

to meet health and safety display screen equipment regulations employers must

Answer 10

• The screen can be adjusted for brightness to avoid eyestrain
• adjustable chairs should be provided that can be adjusted to prevent backache

Question 11

health and saftey first aid regulations employeers must

Answer 11

-provide appropriate equipment including first-aid boxes in the workplace
-do a risk assessment to decide what is adequate and appropriate


Question 12

work place health safety and welfare regulations for employers

Answer 12

• ensure that the temperature inside the workplace is reasonable
• keep workplace surfaces and furniture clean
• use natural lighting work practical

Question 13

fire preucations workplace regulations for the employer

Answer 13

• set fire alarm and detectors
• make sure emergency routes are clearly marked
• has clearly marked fire exits which are easy to open from inside

Question 14

freedom of information act

Answer 14

• gives the public access to information from a wide range of public organisations
• the public have there right to question designs

Question 15

file management procedures - file location

Answer 15

there should be information on where files should be stored

if files are not stored in the correct place, they may not be backed up as often or at all

Question 16

file management procedures - file folders and names

Answer 16

files should be stored in named folders with an apportiate name

makes it easier for other staff to find files if they need to share them, or if a couleuge is absent

Question 17

file management procedure - back up prodedures

Answer 17

backup copies should be out lined and the details of who’s responsible and how often it should be done

this ensures if any files are deleted by accident there’s a spare and no one needs to re start

Question 18

file management procedure - house keeping procedures

Answer 18

guidelines should be given on when to delete files

this ensures that servers do not become to full with needed documents

Question 19

file management procedures - version control

Answer 19

if there are different versions of the same file they should be clearly named and dated

this ensures out of date documents do not get sent to staff or customers

Question 20

file management procedures

Answer 20

• file location
• file and folder names
• back up procedures
• house keeping procedures
• version control

Question 21

survey types

Answer 21

face to face (instore)
postal survey (questionnaires)
telephone
online

Question 22

face to face (in store)

Answer 22

involves a member of staff asking a customer a series of questions after buying goods

adv - more likely to get feedback straight away
dis - customers may lie as there to embarresd to tell the truth

Question 23

postal survey (questionnaire)

Answer 23

involves sending out a questionare to customers

adv -customers can take their time to complete it more honestly
disadv- response rate is low as it could be seen as junk mail

Question 24

telephone survey

Answer 24

involves phoning and asking pre - set questions

adv - questions and answers can be explained leading to better quality information
disadv- customers may not answer unknown numbers

Question 25

online survey

Answer 25

evolves emailing customers in which they follow questions on there screen

adv- one of the cheapest methods as it is highly automated
disadv- response rates are low as many people just delete “junk” mail

Question 26

customer focus groups

Answer 26

includes a face to face meeting to allow to provide feedback

adv- allows for immediate feedback meaning improvements can be made sooner
disadv- customers may tell the organisation what they want to hear meaning they’ll not provide negative feedback

Question 27

customer suggestion scheme

Answer 27

usually done with a suggestion box where customers write on a card and drop it in the box

adv- more likely to have honest feedback meaning more valid and valuable suggestions
disadv- some may not be appropriate which waists time

Question 28

responsibility’s of chair person

Answer 28

BEFORE
deciding on a date for the meeting
deciding on who should be invited to the meeting

DURING
starting and ending the meeting on time
ensuring the meeting stays on topic

AFTER
following up on actions agreed in the meeting
making decisions on matters that can’t wait until the next meeting

Question 29

responsibilities of the admin assistant

Answer 29

BEFORE
sending invitations on who the chair person wants to invite
placing a meeting in progress sign on the door to ensure no interruptions

DURING
assisting the chair person handing out documents
taking notes and making sure actions discussed are followed

AFTER
removing the meeting in progress sign
making a list of actions for the chairperson before the next meeting

Question 30

notice of meetings

Answer 30

usually combined with the agenda to give date time and venue of meeting
send no more than 2 weeks before so its not too far inadvanced to forget

Question 31

agenda

Answer 31

notice confirming when and where the meeting is

inclueds a number list of what to discuss

Question 32

action minutes

Answer 32

what has to be done

who is responsible for doing it

Question 33

digital tecnohlagy to aid planning meeting and events

Answer 33

E-DIARY

• can be used to set reminders which reduces the chance of non attendance
• automatic invites can be sent at the same time

VIDEO CONFRENCING

• saves time travelling
• tehcniall issues may delay meetings

Question 34

use of social media

Answer 34

• difficult to build trust with customers online
• alot of comments may mean that the organisation can miss the response
• in the public eye so everyone can see negotiate comments

Question 35

electronic methods of communication - e-dirary

Answer 35

reminders can be set in advance of a meeting -less likely to be unprepared

diaries of serval people can be linked- makes it easier to find dates that suit everyone

invitations can be sent - they can reply automatically to confirm who’s attending

Question 36

electronic communication

Answer 36

intranet - staff can refer back at a later date if they have forgotten it
email - can be sent with attachments which can be downloaded

Question 37

written communication

Answer 37

• premeantet record can be used for further reference
• can be written in points so nothings missed
• takes longer
• not immediate