BTEC_Level_3_Diploma_in_Business_Adminis xBusinessAdministrationLevel3Unit4.pptx
 

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Please rewrite the word document in your own words. It must be plagiarism free. You can use the power point presentation for support/guidance. Please use the Please also use work examples in all answer sections. Please use the example of an real estate agent as in your answers. This needs to be complete for no later than the 29th of June 2018. I have numerous other assignments so if this one goes well, i would be happy to offer the rest to you. Let me Let me know if you would be interested. Hopefully this assignment can be completed to satisfactory level. If you have any queries, please do not hesitate to contact me. Kind regards, Michael

Unit4: Principles of Administration

1 Understand how to manage an office facility

1.1: Explain the legal requirements relating to the management of office facilities

The legal requirement relating to the management of office facilities depends on the size of a company. However, there are statutory duties of employers and employees relating to health, safety and welfare, managing information, equality and diversity.

All organisations should issue a contract of employment to their employees. This underlines the rules and regulations of the employment and addresses matters such as holiday allowance and sick pay.

Following the Data Protection Act 1998, companies must adhere to the legislation surrounding data protection and keeping personal data confidential and storing it correctly. It is a criminal offence to breach confidentiality and companies could face a fine, custodial sentence or community service for doing so. The Information Commissioner’s Office (ICO) should be informed if data protection laws are broken.

Companies also have legal responsibilities to their employees which are defined in legislation such as the Equality Act and the Employment Rights Act. The Equality Act underlines that all employees should be treated the same no matter what their age, gender, race etc. The Employment Rights Act underlines how employees should be treated such as receiving the correct pay, the correct holiday allowance etc.

As we sell products at Wills Ridley, we have product liability insurance. This protects the company if someone is injured by a defect in a product. This is recommended for any company that sells products.

In order for a company to control debt efficiently, it is important to define the terms and conditions of trading to both external organisations and employees ensuring they agree and sign a document saying they are fully informed of financial procedures for the organisation. One important term to include is the title clause retention. This is very important as this means title of the products or services being sold remains in the seller’s name until payment has been given. This is a line that we include on all relative documents so as invoices and quotations. This means that if the buyer becomes insolvent, the seller can repossess the products. At Wills Ridley, we also include payment terms where we state clearly what is expected from the customers in exchange for the products.

A primary legislation is the Health and Safety at Work Act 1974. This act requires:

· safe operation and maintenance of the working environment, plant and systems

· maintenance of safe access and egress to the workplace

· safe use, handling and storage of dangerous substances

· adequate training of staff to ensure health and safety

· Adequate welfare provisions for staff at work.

By establishing office procedures, legal requirements can be met. For example, there should be key personnel responsible for health and safety. This person should regularly test fire alarms and ensure there are no hazards within the workplace. Risk assessments can be carried out to record this procedure and this would help to protect employees whilst at work, the public and business resources. This also identifies sources of risks, such as cables on the floor, broken sockets etc. Staff should also be trained on the procedures in the event of a fire. Paul is our safety personnel and the above tasks are his responsibility.

1.2: Describe the typical services provided by an office facility

Services provided by an office facility are agreed organisational procedures that support management. These services could include maintaining diaries. This is something that I help my managers with. When they are away I will add meetings and notes/reminders to their electronic diaries. Another service that I do daily at Wills Ridley is receiving and sending messages. I have conversations with suppliers and customers via email and relay appropriate messages back to my managers. I also answer the phones accordingly and in line with company procedures. My phone greeting is “Good morning/afternoon, Wills Ridley” and I will deal with the phone call appropriately and in some cases I will transfer the call to the appropriate person. I also make calls on behalf of my manager which allows them to focus on more important tasks. Occasionally, I take minutes of meetings. From experience, I have found that the best way to do this is by recording the meeting on a phone and typing the notes up after. This means that if necessary I can contribute to the meeting without having to write at the same time. Another service I provide for Wills Ridley is ordering stationery supplies. We use a local company for paper, folders, wallets etc and I always provide excellent customer service when dealing with customers/supplies verbally or face to face. I work well as a team and support my colleagues with day to day tasks.

1.3: Explain how to establish office management procedures

Procedures are for tasks that have strict guidelines to follow and they are usually complex and lengthy and can have consequences if they are not completed correctly. An office manager is responsible for ensuring all staff have clear job descriptions and that they are aware of changes in the company such as new systems or changes to a procedure and they should be trained accordingly.

Data and records kept within an office need to be accurate and kept up to date at all times. At Wills Ridley, we must ensure that employee records are kept up to date and accurate in case of an emergency, if any information changes, employees should make this aware and the records should be updated.

Procedures should be clear, concise and to the point. Staff should be given enough training to fully understand any procedure. Understandably, employees don’t want to read long documents but it is very important that they are fully informed.

Communication within an office will have procedures. There will be a requirement for how phone calls are answered and made and also how emails are written. Many procedures will be following emails with a company signature and using polite language and tone during all communications. Shared diaries and social media both have company procedures that must be followed.

1.4: Explain how to manage office resources

Office resources include office equipment, stationery and staffing. Office equipment such as computers, keyboards etc should be brought with a budget in mind. It is important to not over spend and only purchase what is needed. A useful technique for purchasing office equipment online is to research a few different suppliers and find the best price accompanied by good reviews. Once equipment has been order, you must consider the maintenance of the new machine and it should have regular electrical checks. Staff should be trained on how to use the equipment correctly. The new equipment must be secure and installing virus software such as Norton 360 is recommended to prevent hacking.

To manage office stationery, large companies could make a record of suppliers so restocking would be an easy task. At Wills Ridley, we use a local supplier regularly. Many supply stores will offer a discount if a high quantity of goods is ordered. If a company has a large stock room, it would be a good idea to order in bulk to save money. Large companies will also maintain stock control by monitoring minimum and maximum stock levels. At Wills Ridley, we have a recycling policy. We recycle paper and cupboard and we arrange for collection of this when the bin is full. We also recycle plastic bottles and we take this to the nearest recycling facility when it is full. We also recycle ink cartridges and we send these away via post in prepaid envelopes.

It is a manager’s responsibility to manage certain aspects when it comes to their staff. Paul and Mike, our managing directors make sure:

· A minimum of 1 director is present at all time

· Wills Ridley have 3 key holders. 1 key holder must be available to open/lock up the building morning and night.

· Office and work shop staff must be staggered so we will not be short staffed in either department. This entails not have more than 1 member of a department on annual leave at once.

· A first aider must always be present on site during working hours.

It is a staff responsibility to work safely and to follow safety procedures that they have been given. It is a manager responsibility to ensure all staff are up-to-date with procedures and health and safety.

1.5: Explain techniques to monitor and manage work flows

Work flow is the process of completing tasks. They usually include steps and involving information being passed or exchanged between departments or people. Work flow management is important as organisations need to understand and determine what tasks need to be executed, in what order, by who and by what. Usually, there will be rules to follow. Successful workflow management improves efficiency within an organisation. It helps to track the performances of employees as process can be monitored to see where interruptions occur.

In order to monitor work flows, techniques such as having team meetings should take place. This gives employees time to communicate and discuss work management and bring up any problems that they have encountered. Managers can observe the work flow and report progress to the employees, detailing errors and logging data. In particular, in a marine industry the completion time of a vessel can be over a long period so we have some movement with delivery details. If a delivery will be delayed, Wills Ridley will contact the customer to agree a new date if possible. We would also speak with other customer with outstanding dates to see if their delivery date is flexible, if required, to help with our scheduling. If delivery is delayed, this could have a setback on a vessel sailing so we try to avoid delays as much as possible by giving a realistic lead time at the quotation stage.

Successful marketing starts with detailed plans. Each department should have a plan or a detailed step-by-step process written out. Departments could set SMART team objectives so they are working towards a realistic goal within a certain time scale and this gives them something positive to work towards. Employees must also understand that they must prioritise their work. Our director’s target is to get jobs out before the delivery date and staff are allocated daily jobs to help achieve this.

1.6 Explain typical support and welfare facilities for office workers

Large organisations will have a human resources department. This department takes care of recruitment/promotional vacancies, job description and specification, work place culture and employer/employee relationships. This team should be approachable as they are a place where staff can go if they have any concerns. Staff should be comfortable communication with this team and addressing any issues. This department also encourages training opportunities and manages staff performances.

For employee’s well-being, employers must provide:

· toilets and hand basins, with soap and towels or a hand-dryer;

· drinking water;

· a place to store clothing (and somewhere to change if special clothing is worn for work);

· Somewhere to rest and eat meals.

A healthy working environment must have the following:

· good ventilation – a supply of fresh, clean air drawn from outside or a ventilation system;

· a reasonable working temperature (usually at least 16°C, or 13°C for strenuous work, unless other laws require lower temperatures);

· lighting suitable for the work being carried out;

· enough room space and suitable workstations and seating;

· A clean workplace with appropriate waste containers.   

And a safe workplace must have:

· properly maintain your premises and work equipment;

· keep floors and traffic routes free from obstruction;

· have windows that can be opened and also cleaned safely;

· Make sure that any transparent (e.g. glass) doors or walls are protected or made of safety material.

2 Understand health and safety in a business environment

2.1: Explain the legal obligations of the employer for health and safety in the workplace

Employers must meet the legal obligations of the health and safety legislation. It is their duty to protect the health, safety and welfare of their employees and people who might be affected by their person such as delivery people and customers. This involves maintaining safe equipment, performing risk assessments and members of staff having first aid training. At Wills Ridley, we have a health and safety policy document which underlines Wills Ridley’s commitment to health and safety and the companies’ responsibility of its staff. This policy is conducted by an external company called Safeguard Engineering and they assess us to make sure we are compliant with the requirement of OHSAS 18001. Safeguard Engineering also advise training needs for Wills Ridley employees.

Wills Ridley provide health and safety information to their staff. When I was first employed by the company, the Managing Director provided me with basic training on how to identify risks and keeping myself and others safe. The factory works are provided adequate protective clothing as they work with machinery daily.

It is important that a safe workplace is maintained. This can be done through regular risk assessments where risks are identified. Risks assessments are completed by staff in the workshop for relevant jobs. There should always be safe access to emergency exits and staff should be aware of a meeting point in the event of a fire. Employers are required by law to display a Health and Safety at Work poster on the premises and ours is displayed as you walk into the workshop.

An employer should be given overall responsibility of health and safety. This person will identify and report hazards and dangerous occurrences. Paul is in charge of health and safety at Wills Ridley.

2.2: Explain an individual’s responsibilities for health and safety in the workplace

The most important responsibilities of an employee are:

· to take reasonable care of your own health and safety

· if possible to avoid wearing jewellery or loose clothing if operating machinery

· if you have long hair, or wear a headscarf, make sure it’s tucked out of the way as it could get caught in machinery

· to take reasonable care not to put other people – fellow employees and members of the public – at risk by what you do or don’t do in the course of your work

· to co-operate with your employer, making sure you get proper training and you understand and follow the company’s health and safety policies

· not to interfere with or misuse anything that’s been provided for your health, safety or welfare

· to report any injuries, strains or illnesses you suffer as a result of doing your job, your employer may need to change the way you work

· to tell your employer if something happens that might affect your ability to work, like becoming pregnant or suffering an injury – because your employer has a legal responsibility for your health and safety, they may need to suspend you while they find a solution to the issue or problem, but you will normally be paid if this happens

· if you drive or operate machinery, you have a responsibility to tell your employer if you take medication that makes you drowsy –  if you have, they should temporarily move you to another job if they have one for you to do

Some safe working practices are following manufacturer’s instruction manual, following procedures in events such as a fire, using correct lifting techniques and storing equipment correctly and safely.

Wills Ridley provide personal protective equipment (PPE) to the factory workers free of charge. Training and instructions will be given to make sure the equipment is used correctly. Failure to use PPE properly could lead to disciplinary action or dismissal. Employees can refuse to wear PPE if it puts your safety at risk. For example, if it doesn’t fit properly.

Employees should comply with company health and safety procedures. Hazards should be reported and accidents should be written in the accident book.

2.3 Describe accident and emergency procedures

Possible accidents in the workplace could be falls, cut, fainting and objects falling and causing injury. These accidents will be recorded in an accident book. Emergencies would be serious injuries, fires, electrocution and chemical spillage. Each of these accidents and emergencies will have procedures that should be followed correctly. There will be trained and competent staff within a company who will know these procedures. They should be someone technically trained to deal with issues regarding machinery. At Wills Ridley, five of our staff are trained as first aiders. These procedures should be practiced just like fire drills. We also have an evacuation procedure on the doors of the office so staff can learn how to evacuate safety in an emergency. This also includes where our meeting point is. Every employee at Wills Ridley has received training on how to use the fire extinguishers and how to raise an alarm. I am also aware that no one should re-enter the building until someone with authority says it is safe to do so.

3 Understand how to take minutes of meetings

3.1: Explain the purpose of meeting minutes

The purpose of meeting minutes is so there are accurate records of the discussions carried out during the meeting and any actions are noted. The pervious meeting’s minutes should be discusses to see what the outstanding actions are. Meeting minutes can be used in legal situations and uses as evidence to resolve disputes or disagreement in the workplace. Minutes are also information for staff that are not able to attend so they can understand the points that were discussed at the meeting and any actions that they need to take.

3.2: Explain the legal implications of meeting minutes

In some cases, meeting minutes can act as a legal document during disputes. Therefore, it is important that they accurately represent what happened in the meeting. If meetings are inaccurate, this may lead to legal implications and possibly incorrect sentencing when using them as evidence in a case. The minutes can protect the organisation and the meeting participants.

Like with any legal documents, minutes of meeting should be filed to comply with the Data Protection Act. This act ensures the information isn’t kept for longer than necessary, and that confidential information is used appropriately and with discretion.

3.3: Explain the importance of accuracy in minute taking

It is very important that minutes are as accurate as possible as they provide details to people who were not in attendance and for future reference. The items recorded can be agreed by the delegates and a second person such as the chairman should check the accuracy of the minutes. The agreed actions encourage completion of tasks before the next meeting and at the next meeting, these action points will be checked again and the delegates will agree the status of these actions. Inaccuracy of minutes could lead to disputes or incorrect decisions being made. It is also important that minutes are clear and grammatically correct as poor grammar or spelling could lead to misunderstanding or confusion. Minutes from board meetings may be required for auditing and tax purposes.

The note-taker is usually delegated by the person leading the meeting. As the chairperson doesn’t have to take their own notes, it allows them to concentrate solely on chairing the meeting. The note-taker records decisions, actions items and discusses the minutes clearly and concisely.

3.4: Describe what should and should not be included in different types of meeting minutes

Meetings can be formal and informal depending on the agenda. The following will be included in a formal meeting: title of meeting, time, date, location, number of people present, proxy voters(usually for company annual general meeting), number of persons attending, confirmation of a quorum (required number when voting on a resolution), telephone attendees (conference call), details of actions taken, exact wording of a resolution made, names of nominator and seconder of motion, outcome of resolution voting or a nomination (re-election of a director), any other matters, time and reason meeting adjourned. All of the above will be signed off by the chairperson.

At an informal meeting, a lot less needs to be recorded in the minutes. Things to include are: title of meeting, time, date, location, names and roles of persons present, purpose of meeting, telephone attendees (conference call), accurate notes, clear actions to be taken and agreed, date of next meeting. Again, the minutes of the meeting will be signed off by the meeting leader/ chairperson.

Things that wouldn’t be included in any meeting would be verbatim transcript of discussions, unclear actions, details of any presentations given, resources used. These things are not included as they are not relevant.

3.5: Describe how to take notes during meetings

Meetings can be recorded in several formats. Minutes can be written electronically on a laptop or handwritten. Alternatively, the meeting can be recorded by video or audibly and the note-taken can write the minutes out after the meeting. This form of minute taking allows the note-taker to join in with the meeting rather than just taking notes. The note taker should monitor the signing in of the attendance sheet listing and indentify attendees with name badges or place cards. Non-attendees should also be identified and the note-taker should give their apologies. Whoever speaks should be noted with their points noted below. The start time and date should also be included on the minutes. Main ideas and discussion points should be noted and verbatim notes should be avoided. Any agreed actions to progress activities and who is responsible as well as time frame should be included, also any motions that will be voted on at the future points. At the end of the meeting the note taker should clarify the action points that were discussed to ensure accuracy. The attendees will confirm the date of the next meeting and the note-taker will include this on the minutes. To conclude, put the time the meeting ended.

4 Understand how to chair, lead and manage meetings

4.1: Explain the features and purpose of different types of formal and informal meetings

Formal meetings:

A type of formal meeting is a company’s annual general meeting. The purpose of this type of meeting could be for shareholders to elect/re-elect the board of directors or to present annual report and accounts. This type of meeting requires a minimum number of members to be present to make the meeting valid, known as a quorum. At least 14 days notice must be given for private companies before the meeting is held. For non-traded public company, at least 21 days notice is required.

A different type of formal business meeting could be a board of directors meeting which is for senior management of an organisation. At this meeting, the directors would establish broad policies and objectives, review performance of chief executive and directors, look at the adequacy of financial resources, approve the annual budget, review annual report and accounts to shareholders and take decisions on changes to business. This meeting will also have a quorum requirement for voting resolutions.

Informal meeting:

A type of informal meeting would be a department team meeting. This meeting would be specific to that department/team and it will be run by the chairperson management of that department. During this meeting, the department will receive updates on company information or specifically to their department. On-going projects will be discussed and workloads will be allocated. Any staff requirements will also be discussed.

Another type of meeting could be a project meeting which will be specific to targeted work. Any member of staff involved in this project will normally attend. This meeting will give progress updates, discuss targets that have been met and any deadlines that have passed and need re-scheduling. Costings and budgets will be reviewed and sufficient resources will be checked, Regular meetings will occur to the project end.

Standing meetings are regular meeting that are held weekly, fortnightly or monthly. This meeting will specific targeted work related like a project meeting. These meeting will be for particular aspects of the business and representatives of each department will attend. This meeting will have a common format for agenda and minutes.

Finally, an ad hoc meeting is adjourned to solve a specific problem or task. This type of meeting has no set schedule, membership or agenda and organised and dealt with when an issue arises. Therefore, items may be improvised in these meetings.

4.2: Explain the role and responsibilities of the chair

The role of the chair is to lead and control a meeting. Their responsibilities check all persons invited have arrived and signed in. They review the meeting agenda and outline the purpose of the meeting. The chair controls the meeting and forms the agenda order, setting the pace. The chair dominates the discussion and interrupts to keep the meeting in order. The chair also keeps the meeting to time. All comments from attendees are addressed through the chair and this person indicates the progress made and makes sure that they conclude one point before starting the next to avoid confusion. The chair will support the note-taker by clarifying misunderstanding and emphasising main points. Before the end of the meeting, the chair will summarise achievements and actions agreed and arrange the time and date of the next meeting. Finally, the chair will sign off the minutes from the meeting.

4.3: Explain the role of others in a meeting

Attendees should be prepared for their upcoming meetings. They can do this by reviewing the agenda and minutes of the last meeting. During the meeting, attendees should listen to other opinions and take part in discussions. Proceedings should not be dominated as this is the job of the chair. Conflict must be avoided as well as side discussions so others are not distracted. Attendees can ask questions if they need clarification and they can make notes of actions if they will. After the meeting, they can brief others as appropriate and undertake actions or delegate to others. They should ensure that actions are completed within the deadline given and prepare to report back at the next meeting.

4.4: Explain techniques to facilitate a meeting

Facilitating a meeting is about ensuring the meeting is efficient and inclusive. The chair is responsible for ensuring the meeting is effective and the attendees help in keeping the meeting flowing and focused. The chair should involve members by asking them direct questions. This helps to clarify points.

Preparation is a key technique to facilitating a meeting. The agenda will be planned so attendees know what will be spoken of at the coming meeting. Staff can make contributions to the agenda. The date, time and venue should be planned in advice and invites should be given to staff with plenty of notice and they will receive the completed agenda before the meeting date. Responses should be collected and a final list of attendees can be produced. Staff who are unable to attend should be noted so the minute taker can give their apologies are the start of the meeting.

The following things should be included in the agenda:

· Items to be covered

· Staff responsible to report against relevant item

· Sufficient time allocated to discuss each item

· Order of items (The chairperson will usually give a clear focus of the meeting and following that staff will participate)

During the meeting, the chairperson will set clear expectations of the meeting and the minute taker can manage time and relevance to keep the meeting flowing. Agreements and actions should be formalised and the chairperson should be able to manage any disagreements. As the meeting comes to a close, the agreed actions should be summarised and the next meeting should be arranged.

Overall, an effective meeting needs to have the following qualities: a clear aim, good preparation prior to the meeting, willingness from all to take responsibility for actions, active participation and listening, a punctual start, and an assertive chairperson.

4.5: Explain the information requirements of a meeting before, during and after a meeting

Before a meeting, the chairperson will prepare, this includes created a list of attendees and choosing a venue to accommodate the amount of people. It is important that when choosing a venue, that the chair thinks outside of the meeting room. They should also consider catering and be made aware of any dietary requirements, accommodation and parking. It is the chair’s role to create and distribute an agenda; this will be taken to the meeting along will previous minutes.

An attendance list should be present at the meeting so attendees can sign in and they can be given a name badge and a copy of the agenda. If they is to be a presentation, the speaker should bring presentation materials such as hand outs and equipment such as a laptop and projector. During the meeting, the chair or the allocated time-keeper, will keep a track of the time spent on each item and aim to keep the meeting flowing at the correct speed. Towards the end of the meeting, the chair should summarise the main points and briefly review the action needed to be taken by individuals, as well as recalling the aim of the meeting.

After the meeting, the chair should provide each attendee with a copy of the minutes and arrange for non-attendees to receive copies. In some meetings, the chair may be required to provide the attendees with contact details of other organisations/services, if they would like more information on the topics discussed. Finally, the chair will give details of the next meeting including the date and time and venue if possible.

5 Understand how to supervise an administration team

5.1: Explain the use of targets and budgets to manage workloads

To ensure an organisation reaches its full potential, it is important to set targets and budgets; this means employees have guidelines as to how and when they are to complete their tasks. At Wills Ridley, staff are given training as to how they should fulfil their day-to-day tasks. Our deadline depends on when our customer requires the goods. Team targets should be agreed as a team as oppose to managers giving targets. Agreeing targets as a team helps to boost morale and brings a positive attitude to targets. Showing staff sale figures and where they are in reaching the next target can be motivational to staff. Individual targets should follow the SMART technique. This makes targets easier to achieve as targets are laid out simpler. I try to complete work on the day that tasks are set so there isn’t build-up of tasks and work can continue as normal the following day.

Budgets help to control finances and help to reduce risks of spending too much in a particular area of the organisation. They also keep companies on track to meet current commitments such as paying bills and suppliers. Targets and budgets work together so the company can meet objectives within allocated finances. Budgets help to monitor performance and identify shortcomings before they occur and therefore the company can take early appropriate action.

5.2: Explain how to allocate work to individual team members

When allocating work to team members, line managers/supervisors should communicate with them to clarify job details such as who will be completing what task and when it should be completed by. Before allocating work, managers should plan a work schedule and prepare resources in order to meet agreed targets and deadline. Wills Ridley’s two Managing Director allocate work to all members of staff depending on their availability and the amount of work they already have. To successfully allocate work to individual team members, managers should keep track of task progress. This will ensure that every team member has work to occupy their day.

Tasks should be allocated and prioritised depending on their urgency. At Wills Ridley, a job becomes urgent when our customer requires the order on a particular date or if the customer is desperate for the parts. Individuals have different skills and it is important that managers are able to identify these skills when allocating work. If work is allocated smartly, the organisation overall efficiency should improve.

Belbin has a theory regarding team members’ strengths. Belbin suggests that the following type of people will create a strong and effective team.

· A plant – to solve problems

· A monitor – to give logical view

· A co-ordinator – to focus on objectives and distribution of workload

· A resources investigator – to ensure all resources needed are available

· A implementer – to make practical plans

· A completer – to ensure end objective is effective and accurate

· Team-workers – to work together and follow through targeted work

· Shapers – to drive forward and keep team moving

This theory helps managers to identify strengths within their team members, overcome conflict amongst the team and understand and appreciate contributions.

5.3: Explain different quality management techniques to manage the performance of an administrative team

Quality management is used in all organisations to ensure products and services are consistent and maintained to a high standard. Quality managements also identify how to achieve these aims. There are four main areas when carrying out quality management. These are planning, control, assurance and improvement.

Quality planning involves identifying standards and practices that should be used when carrying out tasks. As always, planning is important as it allows employees to understand their role in their department/company and how they affect the organisation. Planning is also the time to assess resources and the specifications of a particular product or service, and to outline achievable goals for individuals and the organisation. Organisations can plan during team meetings.

Quality control focuses on testing products and services to find faults which is reported back to management who make the final decision regarding releasing the product.

Quality assurance then attempts to determine the fault and improve the product/service to prevent future issues.

Finally, quality improvement is the stage where performance is analysed and improved. There a models available that can improve performance such as total quality management (TQM), FADE and Six Sigma approach. Wills Ridley staff receive ongoing training when there are new systems, procedures or equipment.

TQM involves ensuring individuals are committed to delivering a quality product to their customers as well as developing individual skills and recognising improvement in their own performance. At Wills Ridley, we all communicate together and are able to express ideas for improvement in work processes. The factory staff report to the directors regarding things that went well on a project and things that require attentions. Ryan often gives me feedback on my work and we are able to discuss how I can improve.

There are quality standards such as the National Occupational Standards (NOS). The NOS specify UK standards of performance that people are expected to achieve in their work, and the knowledge and skills they need to perform effectively. NOS, which are approved by UK government regulators, are available for almost every role in every sector in the UK. There are also ISO 9001 standards which were designed to help organisations ensure they meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to a product or service.

5.4: Explain the techniques used to identify the need for improvements in team outputs and standards

Good line managers will regularly monitor their team to check if targets have been achieved and standards have been maintained. Some simple techniques include: observing individuals in their everyday role and working with a team, checking products, setting targets and giving constructive feedback. These targets should be SMART. SMART targets allow progress reviews before the targets deadline and the time-frame of the task can be identified. The standard of the work can also be reviewed. By having annual or monthly reviews, individual weaknesses can be analysed and ways to improve these weaknesses can be discussed.

I often ask a colleague to check my work and provide feedback and suggest changes. Staff should compare work to identify efficient ways of producing work and encourage individuals to assess their own work. If issues arise, there should be a discussion with team members about the problems they are experiencing with their workload. Managers should be able to identify strengths and weaknesses throughout their team and reallocate work appropriately. This will help to reduce stress from work and boast positivity within the workplace.

6 Understand how to organise events

6.1: Explain the characteristics, requirements and purposes of different types of events

6.3: Explain how to plan an event

All types of business events need to be planned and organised thoroughly. The organisers need to look at all aspects of the event in great detail and prepare for “worst case scenario”. The event organisation needs to have great communication skills and skill in negotiating as well as managing staff and budgets; they also need to be creative and flexible. They should also be knowledgeable about public relations and have good interpersonal skills. Organizing events may also require innovation and knowledge about technology.

Type of events include; staffing training, workshops and presentations, exhibitions, trade fair stands and product launches, conferences.

Staff training/workshops are undertaken to help build overall employee performance within organisations whilst ensuring the team have fun. The purpose of these events is to broaden understanding of team objectives to improve teamwork and cooperation. It is important that the organiser knows that all members need to participate and therefore, the organiser should communicate with the participants regarding available dates and venue options. The staffing training event should be relevant to everyday tasks of the organisation and should involve challenges that they could be faced with at work. Participants should be asked for feedback after the event so team building exercises can be improved in the future to improve organisational efficiency.

Promotional events such as exhibitions and trade shows are a great way to meet customers old and new to find out what they want from their organisations. Wills Ridley have found they are a great way to make loyal connections and to find out where we fit in the marine industry. The organiser should contact the venue to book a stand if needed and should be able to negotiate prices. Products will also be needed on the stand such as flyers, banner, sample products for attendees to try etc.

The requirements for events will depend on the type and size of events. Staff meetings may be internal if the organisation has the correct facilities or external where in this case a venue will need to be booked. All events will have a cost and budget which must be stuck to. It may be appropriate for the organiser to visit the venue ahead of the event to check facilities such as catering options and presentation equipment. If the venue will be providing food for the events, the event planner should check with attendees regarding dietary requirements. If the venue is not local to the organisation, the organiser should consider the need for overnight accommodation, transport considering car shares and car parking facilities. If a presentation is taking place, the event planner should ask the presenter what materials they require such as a projector, laptop or hand outs and provide these prior to the event.

6.2: Explain the types of information and information sources needed to organise an event

To organise an event, event organisers need to firstly know the type of event and how many will be attending. This basis will allow the organiser to choose a suitable venue that will accommodate all participants. The event organiser must be aware of special mobility/dietary requirements before choosing the venue. It is not unusual for guests to drop out prior to the event or for guests to turn up unannounced and therefore it is important that the event planner has considered these likelihoods and have made allowances for all outcomes. If the event is to continue out of work hours, the organiser should be aware of the law in terms of outside speakers. For example, music or loud noise should be over by a certain time. The venue should make the organiser aware of this. The attendees should be aware of health and safety issues and should be aware of the evacuation procedure at the venue. The organiser should ask if presentation materials are needed such as a laptop, microphone etc and provide these at the venue.

Organisers should research local venues to find one that is suitable for the number of participants and fits within the budget. The organiser may need to search further a field for a venue and therefore must be aware of travel arrangements to inform the attendees prior to the event.

6.4: Explain how to identify the right resources from an event plan

When planning an event, it is important that the organiser is aware of the correct resources and facilities needed to carry out a successful event. This includes accommodation, catering, equipment and car parking facilities. Once the planner has accumulated a figure of how many will be attended, he/she can ask attendees for their requirements and this information can be given to the venue. An easy way to find out requirement information could see the planner producing a form for possible attendees asking them to state their requirements, e.g. Food options, mode of transport etc.

6.5: Describe the likely types of information needed by delegates before, during and after an event

Attendees will need to know a number of things before they arrive at the venue. This includes where the venue is (maps/directions should be provided) and the date/time, dress code, approximate durations, refreshments/meals included, and additional costs of events. For formal events, an event schedule could be given to attendees. This information could be given to attendees in the form of an email. This would be the quickest and cheapest way of distributing the information. Pre-event documentation could be distributed to help prepare attendees for the event giving the basis of what the event will entail.

At the venue entrance, direction signs would help attendees find the event room and an attendance sheet should be relevant so the organisation knows for future references who attended the event. If the event is to be engaging with the audience such as during tasks or “questions and answers” session, name badges may be useful. During the event, attendees must be aware of the emergency procedures of the venue and the location of facilities such as the bathroom.

Following the event, attendees may ask for further information on the topic and could be given a website, a contact person or a leaflet to help. It may be useful for the organisation/event planner to produce a questionnaire for feedback, covering items such as timings of the day, presenters, venue and catering arrangements. This information will help the organiser to improve future events.

Abbie Bolt

30/11/17

NCFE
Business Administration
Level 3

Unit 4 Principles of Administration

Element 1:
Understand how to manage an office facility
Summary: Facility management is an interdisciplinary business function that coordinates space, infrastructure, people and organization.

Element 1.1
Explain the legal requirements relating to the management of office facilities
It is important to understand the 3 types of law, and that legal responsibility for managing an office facility can come under these laws:
Civil: contract law, employment law, tort (civil wrongs)
Criminal: breaches of regulations, enforcement of notices, punishment for acts (such as assault, burglary, murder), breaches of duty of care (such as waste management, water pollution)
Public: planning regulations, building regulations

Health & Safety
Security (Physical & cyber)
Employment
Environment
Fire Safety
Food
Information
Your task – select a minimum of 5 of the above areas that have legal requirements. You MUST include H&S & security within your selection.
Explain what the legal requirements are for each.

Element 1.2
Describe the typical services provided by an office facility
Typical services may include:
Purchasing/sales
Processing customer orders
Research
Resolving enquiries
Customer service
Auditing
Financial records

Your task – describe a minimum of 3 services that you provide within your own job role.
You must give a detailed breakdown of what the services include, and what you do.
Your task – describe a minimum of 3 services that you provide within your own job role.
You must give a detailed breakdown of what the services include, and what you do.

 
Element 1.3
Explain how to establish office management procedures
Office procedures are clearly defined practices that everyone who works in an office follows in the event of common or uncommon situations that arise throughout the work day.
H&S procedures
Employee job descriptions
Employee handbooks
Hazardous materials disposal
HR: e.g. Job descriptions, sickness/holiday entitlements, punctuality, break times
Data protection & confidentiality protocols
Office etiquette: e.g. personal calls, dress code, email & phone policies
File management

Your Task – explain a minimum of 3 procedures that have been established in your organisation.
HOW were they established?
For example, an employee handbook was derived from employee feedback.
The fire drill is written to meet the layout of the building in order to establish a safe and logical evacuation procedure.

Element 1.4
Explain how to manage office resources
Your Task – explain a minimum of 2 human resources & minimum of 2 physical resources in your workplace. HOW are they managed?
For example,
Stationery: Who are the cheapest suppliers? How often do items need to be ordered? Who is responsible for ordering & maintaining stocks? Who is monitoring waste?
Recruiting: Identifying the need for new staff and ensuring that costs are incorporated into the company budget. i.e. recruitment fees and pending salary.
Human resources – for example:
Recruiting
Induction & Ongoing Training
Individual & team responsibilities.
Communication
Physical resources – for example:
Transport
Stationery
Office layout/furniture
Welfare facilities
Equipment (e.g. printers, scanners, faxes, computers, shredders, dictation machines, label makers, franking machines)

Element 1.5
Explain techniques to monitor and manage work flows
Your Task
Explain a minimum of 5 techniques used in your organisation and how they enable the management of work flows.
Summary: ‘Workflow’ is the detailed execution of a business process, during which documents, information or tasks are passed from one participant to another for action, according to a set of procedural rule
Examples of monitoring techniques:
Observation
Monitoring work performance and output
Monitoring absenteeism and staff turnover
Benchmarking
Financial recording
Employee surveys/questionnaires/feedback sheets
Measuring the time it takes to complete tasks
Monitoring returns (for example, customer returns)
Logging the level of errors/complaints.

Element 1.6
Explain typical support and welfare facilities for office workers
Your Task – explain the requirements of ALL of the listed facilities: in relation to the amount of employees in your organisation AND other sizes of organisation’s.
Welfare facilities may include:
Toilets and washrooms
Drinking water
Eating areas
Sufficient ventilation, lighting and temperature.

Element 2:
Understand health and safety in a business environment

Element 2.1
Explain the legal obligations of the employer for health and safety in the workplace
Summary: It is an employer’s duty to protect the health, safety and welfare of their employees and other people who might be affected by their business. Employers must do whatever is reasonably practicable to achieve this. This means making sure that workers and others are protected from anything that may cause harm, effectively controlling any risks to injury or health that could arise in the workplace. (hse.gov.uk)
Examples of employer responsibilities:
PPE
H&S Policy / Risk assessments
Information & training
Employee consultation
DSE users
Your task – describe the employers responsibilities of ALL of the above.
Is there another that is specific to your own company?

Element 2.2
Explain an individual’s responsibilities for health and safety in the workplace
Summary: All workers are entitled to work in environments where risks to their health and safety are properly controlled. Under health and safety law, the primary responsibility for this is down to employers.
Worker s have a duty to take care of their own health and safety and that of others who may be affected by your actions at work. Workers must co-operate with employers and co-workers to help everyone meet their legal requirements. (hse.gov.uk)

Your Task – explain your responsibilities for H&S in the workplace. Are there any responsibilities specific to your company?
Use the gov.uk website for the most reliable source of information.

Element 2.3
Describe accident and emergency procedures
Your Task – describe (in full) the accident & emergency procedures for your own organisation. This must include:
Fire drill procedure and meeting point
Accident reporting
Appointed person and/or 1st aider.
Location of 1st aid box & accident book.
.

Element 3:
Understand how to take minutes of meetings

Element 3.1
Explain the purpose of meeting minutes
Your Task – Use the internet to research and explain:
a minimum of 5 reasons for recording minutes of meetings

Element 3.2
Explain the legal implications of meeting minutes
Summary: The minutes of a business meeting are a legal document you must keep on file. This is particularly true of corporations, but no matter how you have your company organized, you may need business minutes to defend lawsuits, explain expenses to the Internal Revenue Service or support a copyright claim, to give a few examples. (Legal experts will maintain that if an action isn’t in the minutes, it didn’t happen).
Your task – research & explain the implications of the following:
Litigation protection (defending lawsuits)
Audit requirements
Inland Revenue
Copyright claims

Element 3.3
Explain the importance of accuracy in minute taking
Example: Your colleague makes a claim that simply is not true because they have misconstrued a meeting and the action points. You agreed to a pay-rise for 6 months. Yet the employee says it was a permanent pay rise. What was actually agreed?
Your task – The above is one example of the need for legal protection.
Explain the importance of the following categories, critical to accuracy:
Legal protection
Structure
Planning

Element 3.4
Describe what should and should not be included in different types of meeting minutes
Your task – use the internet to research and explain what should and should not be included. You must include a minimum of 4 ‘should’ and a minimum of 2 ‘should not’.

Element 3.5
Describe how to take notes during meetings
Your task – explain a minimum of 2 of the above techniques and how they work.
Examples of techniques:
Comprehensive notes
Mind mapping
Noting on the agenda
Technology tools

Element 4:
Understand how to chair, lead and manage meetings

Element 4.1
Explain the features and purpose of different types of formal and informal meeting (slide 1)
Difference between informal and formal meetings:
An informal meeting is a meeting which is far less heavily planned and regulated than a formal business meeting, and so lacks many of the defining features of a formal business meeting, such as minutes, a chairperson and a set agenda. These informal meetings are far more likely to take place in a casual setting, such as a restaurant or a coffee shop, or at one of the participant’s desks, rather than take place in a boardroom.
A formal meeting is a pre-planned gathering of two or more people who have assembled for the purpose of achieving a common goal through verbal interaction. Formal meetings are characterised by their predetermined topics, a set of objectives and formal notices. These meetings are held at a specific time, at a defined place and according to an agreed agenda. Formal meetings are typically lead by a chairperson with the discussions and agreements recorded in a written form known as minutes.

Element 4.1
Explain the features and purpose of different types of formal and informal meeting (slide 2)
Examples of types of meetings:
Inaugural meetings
Annual General Meetings (AGM)
Extraordinary General Meetings
Directors or Board meetings
Section/department meetings
Conferences
Seminars & workshops
Ad Hoc meetings
Regular or Standing meetings
Your Task
Explain a minimum of 2 types of informal & minimum of 2 types of formal meetings.
What are the features & purpose of them?
Purpose of meetings:
To reach a common decision/agreement
To solve a problem
To understand a situation, exchange ideas and experiences
To inform, explain, present ideas
To give and get feedback on new ideas
To give training
To plan and prepare for action
To resolve differences and misunderstandings
To generate enthusiasm and seek cooperation
To review past performance and evaluate it
To create a feeling of continuity and solidarity in a body’s working.

Element 4.2
Explain the role and responsibilities of the chair
Summary: The chairperson for a meeting (otherwise known as the chair) is the person who has been appointed as the highest ranking officer at the event. The chairperson for a meeting presides over the event to ensure that participants are following the conventions of the meeting. They may also represent the organisation or body to the public, outside of the meeting.
Your Task – use the internet to research and explain the roles & responsibilities of the ‘chair’

Element 4.3
Explain the role of others in a meeting
Examples of other participants in a meeting:
Secretary
Treasurer
Timer
Grammarian
Attendee

Your Task – use the internet to research and explain ALL of the roles of these participants

Element 4.4
Explain techniques to facilitate a meeting
Tips for facilitating a successful meeting:
Choose the most appropriate venue
Prepare the agenda
Invite the correct participants
Organise the appropriate resources: microphone/speakers, screens, furniture, presentations, printed documentations, agenda, minutes of previous meeting
Stick to the timings and agenda (give time for speakers/participants)
Avoid jargon
Your Task – explain the importance of ALL of these points.

Element 4.5
Explain the information requirements of a meeting before, during and after a meeting
Before a meeting: During a meeting After a meeting
Create an agenda
Schedule the meeting
Post & send out agenda
Circulate supporting information in advance
Make room arrangements
Appoint key people (e.g. minute taker) Start on time
Review previous minutes & agenda
Keep discussion focused
Encourage participation
Come to decisions & action plans
Draft agenda for next meeting
Evaluate meeting
  Transcribe notes
Distribute notes
Complete ‘follow-up’ actions
 
 

Your Task – explain a minimum of 3 points from each category

Element 5
Understand how to supervise an administration team

Element 5.1
Explain the use of targets and budgets to manage workloads
Think about the tasks you have to complete within your own workload…
Why do tasks have different deadlines?
Which tasks have a financial implication to your organisation?
For example, if the owner of your company had to employ another member of staff to complete the outstanding tasks of other colleagues, would the company’s budget be affected?
If invoices aren’t sent out by the end of the month, will the company have enough revenue for the following month?
How will you organise these tasks so that you can meet the targets?
Your Task – Describe a minimum of 2 tasks that you have to complete by a deadline, and why. Why are they important to the company budget and/or profit?

Element 5.2
Explain how to allocate work to individual team members
Key questions to ask before allocating work:
What actually needs doing?
When does it need to be done by?
How and where does it need to be done (what tools or equipment does it need, or specific locations, such as a particular part of a workshop where tools are located)?
Who can do it (what kind of skills and knowledge, or competence, are required)?

Your Task – describe specific tasks that have to be completed within your own organisation. How are these are allocated to team members? Explain a minimum of 2 tasks.

Element 5.3
Explain different quality management techniques to manage the performance of an administrative team
Quality management techniques could include:
Total quality management (TQM)
Statistical process control (SPC)
Continual improvement processes

Your Task –
research and explain a minimum of 2 techniques
Explain how you could use them to manage performance within a team.

Element 5.4
Explain the techniques used to identify the need for improvements in team outputs and standards
Your Task – Use the 2 techniques that you have explained for 5.3:
How could these be used to improve outputs & standards

Element 6
Understand how to organise events

Element 6.1
Explain the characteristics, requirements and purposes of different types of events
Events may include, but are not limited to:
1. A meeting
2. A conference
3. A product launch
4. An announcement
5. A celebration
6. A social occasion.
Your Task –
Explain a minimum of 3 different types of events.
Clearly define the characteristics and requirements of each.

Element 6.2
Explain the types of information and information sources needed to organise an event
For this task select from:
1. A meeting
2. A conference
3. A product launch
Your Task –
List the types of information required for a minimum of 2 of these events
Who & where would the information be gathered from.

Element 6.3
Explain how to plan an event
Your Task –
Create an outline of an event plan for one of the events that you have identified in 6.2.
Explain why you have identified each activity, and when it would need to be completed by.
Activity Reason Deadline
e.g. 2 months before event
 
     

Event Plan template:

Element 6.4
Explain how to identify the right resources from an event plan
Your Task –
Using the event that you have planned for 6.3, explain the human, physical & financial resources required, and why.
Human Resources Physical Resources Financial Resources
For example:
Speakers
Ushers/venue guides
Caterers
  For example:
Invitations
Audio/visual equipment
Handouts
Catering & refreshments For example:
Cost of physical and human resources, catering, transport, venue hire

Element 6.5
Describe the likely types of information needed by delegates before, during and after an event
Your Task –
Using the event that you have planned for 6.3, explain the information that is needed by delegates before, during & after the event.
Before During After
For example:
Details of content of event
Time, date & duration
Venue address
Transport options (incl. disability access)
Joining instructions
What to bring
Catering selections (in order to specify any requirements)
Any papers/information needed prior to event
  For example:
H&S procedures, such as fire exits
ID badges
Location of welfare facilities
Handouts
Refreshments/catering
 
  For example:
Evaluation forms
Summary of events (e.g. minutes)
Any follow-up actions required
Next event details
 

Congratulations!
You have already began to understand the Principles of Administration.

There is a wealth of information that can be found on the internet for each element of this unit.
If you need any advice & guidance, please ask your tutor.
Remember: Do NOT just copy & paste your answers from any websites; this is plagiarism, and your tutor will not be able to accept it as your own work.
Research each aspect and then put it into your own words.
Wherever possible, relate the answers to your own workplace!