Admin Revision Flashcards
Outline how the organisation can address issues of home working (6)
An organisation can send employees adjustable equipment such as adjustable monitors or chairs.
An organisation can provide employees with eye tests if necessary.
An organisation can provide employees with supporting equipment, e.g. footrests or writs supports.
An organisation can ask employees to carry out risk assessments of their work area and report any issues that need fixing.
An organisation can provide employees with well being services such as counselling that can be accessed remotely.
An organisation can provide employees with the necessary equipment if they don’t have access to it such as computers/internet access
Describe the implications for a business when there has been a data breach (4)
One consequence is that the organisation may be fined or charged. This can be very costly for the organisation.
Another consequence is that the organisation’s reputation may be damaged. This will lead to people not trusting the organisation and they may lose customers.
Another consequence is that the organisation may have increased staff turnover. This is because staff might no longer want to work for a company that breaches legislation.
Another consequence is that the business may have to train staff on the legislations. This can be time consuming and costly for the organisation.
Justify Factors that may influence a teams effectiveness (6)
One factor is leadership. This is because a leader will be able to keep the team motivated to work toward their goals and will ensure the team use their skills effectively and that communication is open and constructive.
Another factor is team composition. This is because if a team have things in common with each other they are more likely to think along the same lines, which limits conflict.
Another factor is time. If a team have been together for a long period of time and have shared history they are more likely to have already put any conflict between them behind, which allows the team to work efficiently without any disputes.
Another factor is having a shared goal/purpose. This is because if a team all have the same goal in mind they are more likely to be on the same page and work together effectively to reach the goal.
Another factor is team size. This is because if a team is a sufficient size it will be big enough to allow for different opinions and viewpoints to be brought to the table and it’s not too small so that there is one person taking all the control.
Describe features of a database to store customer data (4)
A database can be used to store customer data in tables. Which allows information to be arranged in columns and rows, making information organised and easier to understand.
Using a database reduces the need for paper based files. This allows confidential customer information to be kept secure as paper files can be misplaced and lost easily, this allows the organisation to be in line with the data protection act.
A database can be searched using query and criteria to find relevant reports this increases the speed of searching the database for relevant customer information.
Explain the impact effective time and task management has on an employee and organisation (6)
One impact is that employees will be more productive and efficient. This means employees will be able to get tasks completed as early as possible and they will be able to effectively manage their workload.
Another impact is that it will ensure the quality of work is high for the organisation. This is because employees are managing their time efficiently and getting tasks done to the best of their ability, which increases the quality of work that is completed.
Another impact is that employees are less likely to feel overwhelmed with tasks. This is because employees know how to manage tasks effectively which increases motivation and productivity levels.
An impact for the organisation of that employee work is completed on time. This ensures deadlines can be met and are to a high standard and there is less likely to be errors or mistakes, which means tasks are completed at a quicker pace and quality work is being produced.
Another impact for the organisation is that there is reduced staff turnover. This is because employees are producing quality work and meeting deadlines which reduces their stress levels and increases motivation, which makes them more likely to stay with the organisation.
Outline how an organisation can comply with fire regulations act (4)
One way is by ensuring fire detection equipment, e.g. smoke detectors are present in the workplace.
Another way is by providing training for employees on what to do in the event of a fire, e.g. having regular fire drills.
Another way is by carrying out a fire risk assessment and keeping it up to date.
Another way is by having fire fighting equipment available in the event of a fire.
Describe methods of electronic communication which can be used by a team (6)
One method which can be used is an email. A benefit of this is that an email with same file attached and information can be sent to a number of team members at the same time, this makes communication between members a faster process.
A disadvantage of an email is that they may not be seen by members. This is because they won’t be connected to the internet at all times which means they may not receive a notification and may not be able to open the email, this leads to slow communication which effects decision making or the speed in which tasks are being completed.
Another method which can be used is online platforms such as MS Teams. A benefit of using MS teams is that there is a chat function which allows users to have discussions and share their opinions/viewpoints and provide advice and support, which can lead to increased motivation within the team.
Another method is using area networks such as OneDrive. This allows files to be accessed remotely by different members and can be worked and updated without creating multiple versions, this increases work flow and helps with time management.
Another method is text messages/group chats such as WhatsApp. A benefit of this is that text messages can be sent to multiple people at the same time which makes communication faster.
A disadvantage of this is that it can also create distraction. This is because users may have other chats and groups which can lead to them seeing messages and getting distracted and missing important messages from the team.
Explain tasks an admin assistant would do before an event (4)
One task is preparing the room where the meeting is being held. This can be done by ensuring there are enough chairs for attendees.
Another task is preparing the notice of meeting. This will include the location, date and time the meeting is taking place.
Another task is sending out invites. This can be done by using MS Outlook to send a number of invites to invitees at the same time.
Another task is be booking a suitable venue and ensuring all facilities are available such as flip chars or refreshments.
Outline features of a chat facility for customer enquires (3)
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Compare a mystery shopper and a customer focus group of a way of evaluating and monitoring the quality of customer care (3)
A mystery shopper is likely to focus on one aspect of customer service, e.g waiting times, where as a customer focus group is likely to cover a wide range of different aspects of customer service.
A mystery shopper there is no opportunity to ask questions or seek clarification on points of discussion, where as a customer focus group there is opportunity to ask questions and seek clarification.
A mystery shopper only gathers information and feedback about customer service from one viewpoint, where as a customers focus group can collect information and feedback from various viewpoints.
Both mystery shopper and customer focus groups are expensive to run
Explain information that could be included in a service level agreement (4)
One piece of information included in a SLA is what the organisation promises to do and what customer should expect.
Another piece of information included is the expected lead times.
Another piece of information included is the consequences on if the provider fails to deliver on the agreement, e.g. a refund.
