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
3. Describe two methods that you can use to calculate postage charges for mail and / or packages.
- courier method would mean you have to do some research into different companies to ensure they can deliver what you want sent in the time limit requested, to the correct destination, possibly trackable and insured too, and then find the most cost effective company to deal with that can deliver.
- If sending out a lot of post you would have to work out a budget to see the most profitable method dependant on the numbers, size and weight of the items to be sent.
Section 3 – Understand how to use different types of office equipment
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.
Computers- from a company network of desktop computers to laptops and PDAs. The uses for these will widely vary from company to company and rely on the type of business and programs added to the system. They could be used for bringing up information, tracking orders, making designs and even products, paying staff and a vast amount of other uses.
Photocopiers- Again there are different types available from small home office uses to massive industrial usage ones. They will be used to make copies of documents, photos and other paper based items to be used within the company such as copies of receipts, letters and even training notes and appraisals.
Scanners- becoming more and more common within businesses as they allow you to store any paper documents received onto the computer and for you to email them to other departments, sites.
2. Explain the purpose of following manufacturer’s instructions when using equipment.
To ensure the Health and Safety of the user.
To prolong the efficiency and life of the equipment and minimise the number of errors and breakdowns.
To optimise the performance of the equipment thus minimising any costs incurred due to breakdowns or having to call out maintenance.
To validate any manufacturer's guarantees.
3. Explain the purpose of keeping equipment clean, hygienic and ready for the next user.
Good business practice that encourages teamwork. It also enables a smoother running of the organisation and is more hygienic. Having a messy or dirty workplace will encourage more of the same and it will affect the productivity of the organisation as more time/money will be spent on cleaning or maintenance. It will also demoralise the workforce if it is the same people that are the culprits every time.
Section 4 – Understand how to keep waste to a minimum in a business environment
1. Explain why waste should be kept to a minimum in a business environment.
If waste becomes too much it will affect the long-term profitability of the business as too much money will be spent on waste and processes that don't work. It also encourages staff to waste more and becomes a vicious circle if not controlled.
Use of materials will become excessive and as well as harmful to the business could eventually be more harmful to the environment therefore hurting the businesses reputation.
2. Identify at least two main causes of waste in a business environment.
- Faulty machinery in a factory or production environment results in shoddy and unusable parts going to waste.
- Wrong information given out to all customers by badly trained staff results in a lot more staff hours, monetary compensation and higher running costs to put right.
3. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this.
By training staff to do all roles correctly and then having checks regularly to ensure that they are doing so. Once roles are carried out correctly the business will be more efficient and all kinds of waste will be minimised. The human error factor will still be there but the training will pay for itself in productivity and results will improve. For example having untrained staff speaking to customers in a retail environment and giving wrong prices and information could result in more refunds, loss of business and higher running costs to put right.
By ensuring that all machinery is well maintained and used correctly so that anything it produces will be of the highest quality and meet any specifications needed thus minimising the amount having to be thrown away. If the raw materials are correct, the amount needed has been checked and the process has been fine tuned the amount of wastage will be a lot less. For example if a production line had faulty machinery then more of the products would be below standard or take long to produce, both resulting in higher costs and waste.
Section 5 – Know how to make arrangements for meetings
1. Complete the table below listing at least two different types of meetings and describing the main features of each type of meeting.
2. When arranging a meeting:
- What sources and types of information are typically needed?
- How should meetings be arranged?
Sources and Information needed for a typical meeting are -
Reason for the meeting and therefore a list of people who need to attend.
You will need to source a suitable venue adequate for the type of meeting to be held. The venue will need the correct facilities to cater for the group and the length of meeting, for example, catering, accommodation, toilets etc. An agenda will be made up before hand to judge the length of the meeting and to keep it on track. You will need to have all data and information ready before hand that is relevant to the meeting and have handouts if needed and answers to questions that might come up.
When arranging a meeting set up a meeting brief beforehand to cover all points need to arrange it so nothing gets missed out.
Meetings should be arranged in a venue that is easy for everyone concerned to get to. It should also have enough seating, tables etc and the correct sound system, computer system or presentation system required for the type of meeting to be held. The time should be relevant to the urgency of the meeting and suitable for all concerned to be able to attend. The meeting should be well planned so it doesn’t veer of course and someone allocated to take minutes so all points, decisions etc can be recorded.
Section 6 – Understand procedures for organising travel and accommodation arrangements
1. Explain the purpose of confirming instructions and requirements for business travel and accommodation.
Eliminating errors and therefore eliminating extra costs and loss of time and money if errors are made. Arrangements can change at the last minute so its always best to recheck you have booked the right place, at the right time, for the right duration and for the correct number of people. Re- checking all of this will improve the efficiency of the company. Also confirming all details will ensure you are acting professionally and within any budgets set you.
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.
3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment.
One of the main reasons for keeping records of travel arrangements is financial as it will all have to be accounted for for tax purposes. Any travel expenses will have to come out of budgets and keeping records will show what is being spent, where and by whom. These records will also be useful for retrieving past information whether it is for checking purposes or to see which hotel, airline etc gave the best rates. It is also useful for checking on individual staff members and the amounts they claim. These records will build up to be a great source of knowledge as to where to go to get the best travel arrangements for your needs at the right price which will, in
turn, help improve the business and save costs.
Section 7 – Understand diary management procedures
1. Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons.
Using a diary system at work will help keep a record or who is doing what, where and at what time and allowing you to look ahead when needing to book meetings, appointments etc to arrange convenient times for all involved. They will highlight which tasks are priority and what needs to be got through and any deadlines involved.
These diaries can also help when using shared facilities such as a meeting room so everyone knows when it can be used and when others are using it.
The diaries can be then used to tick off activities and appointments when done so you can plan ahead and manage your time accordingly.
2. Identify the information needed to maintain a diary system in the workplace.
To keep a workable diary system that does what it is intended for the information inputted needs to be accurate, succinct and legible. Everyone using it needs to be trained and know how to fill it in whether it is computer based or paper based. Information needs to include who, what, where, when and why. The diary entries need to be updated with changes and have all the information there. If the diary is for more than one persons appointments or more than one resource then a system needs to be there to show the differences, for example using different colours or initials or user numbers.
Section 8 – Understand the purpose of delivering effective customer service and how to do so
1. What are the differences between internal and external customers in a business environment?
Internal customers are other colleagues within the company, maybe in different departments where you supply information, services or products to.
External customers come from outside the business and they receive the service or product that your business produces.
2. Explain why customer service should meet or exceed customer expectations. Include at least three reasons in your answer.
Customer service should exceed expectations as it will result in repeat business, customer loyalty and good publicity. It will help the business to grow and give the staff greater job security, motivation and job satisfaction.
3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved.
Positive relationships are important as this will build your customer base and your reputation in the market place. This can be achieved by gaining the customers trust, keeping the communication open between business and customer and behave in a clear and accurate manner so the customer knows exactly what is what and the facts and figures are all easy to understand.
4. How do customers demonstrate their own needs and expectations?
They can show this through feedback to the company. This can be via surveys, focus groups, market research, chatting to customers and even via customer complaints. They will all show a company what areas they are doing well in and what areas need to be improved as not meeting the customers expectations.
Section 9 – Understand the purpose of reception services and how to follow reception procedures
1. What is the purpose of the receptionist role as the first point of contact in a business environment?
This can be the first image of the company. The receptionist can also filter people to the correct department efficiently and safely as they can also be responsible for entry and exit from the company building.
2. Describe how a receptionist can present a positive image of themselves and the organisation and explain why this is important.
The receptionist can show this positive image through a smart personal appearance, friendly and efficient body language (smiling, eye contact etc). They will speak and act professionally in a calm and efficient manner and be able to multi task easily. They will have to deal with customers over the phone and in person and be able to ask the right questions and listen carefully to the needs of the customer.
All of this is important as they are the face of the company and to visitors in person and on the phone they will become an advert for how the company is run. If they are good at their job they will install trust in the company and can help the business to grow.
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.
The doors in and out of the building have to be opened by the reception staff to anyone not having a pass. If they are visitors they have to advise who they are meeting and be signed in, given a visitor pass and have to wait in reception until the person they are meeting with comes to get them. Leaving the building they will sign out and return their passes. No calls are put through blind and no telephone numbers for individuals are given out. There is no post left lying on reception and the computer based diary system can only be accessed by certain employees and cant be seen by any visitors.
Once you have completed all 9 Sections of this Assessment, go to and send your work to your tutor for marking.
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tigger67 (student)
