NATIONAL QUALIFICATIONS CURRICULUM SUPPORT
Administration
Case Studies
[HIGHER]
The Scottish Qualifications Authority regularly reviews
the arrangements for National Qualifications. Users of
all NQ support materials, whether published by
Education Scotland or others, are reminded that it is
their responsibility to check that the support materials
correspond to the requirements of the current
arrangements.
Acknowledgement
Learning and Teaching Scotland gratefully acknowledges this contribution to the National
Qualifications support programme for Administration.
© Education Scotland 2012
This resource may be reproduced in whole or in part for educational purposes by educational
establishments in Scotland provided that no profit accrues at any stage.
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CASE STUDIES (H, ADMINISTRATION)
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Contents
Case study guide
Case study 1:
4
Mums show how to strike the balance between work
and family
6
Case study 2:
Wernham Hogg
8
Case study 3:
Prime minister backs teleworking
10
Case study 4:
Thank goodness it’s fun getting a job at Friday’s
12
Case study 5:
Save your money and the environment
14
Case study 6:
Mystery shopping improves customer service
16
Case study 7:
You’ve got AA friend at home
17
Case study 8:
An extra judge to stop the fudge
20
Sample answers
22
Useful links
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CASE STUDY GUIDE
Case study guide
Where possible the following case studies have been designed to reflect
current practice in the SQA Higher Administration external assessment
(Paper 1). In particular:
 The time allocation for each case study is 30 minutes. This time allocation
reflects Section 1 of the external assessment.
 Students should attempt all questions.
 Each case study is worth 20 marks.
 There is a range of lower and higher order command words.
 Each case study includes a compulsory compare question.
However, please note that whereas the case study in the external assessment
usually consists of between 200 and 250 words, these case studies use a
variety of different stimulus material and some articles have be en provided in
full to give an opportunity to consolidate learning and/or provide an
opportunity for class discussion. It therefore may be appropriate to adjust the
time allocation in some cases.
The case studies cover the following outcomes:
O1
O2
Case study 1
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Case study 2
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Case study 6 *
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Case study 8
*
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Also includes a question related to ITFM, Outcome 1.
Also includes a question related to ITFM, Outcome 2.
**
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O5
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Case study 5
Case study 7 **
O4
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Case study 3
Case study 4
O3
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CASE STUDY GUIDE
Rather than providing marking instructions, sample answers have been given
so that students have an opportunity to better understand the command words
as used in the external assessment.
It is the intention that the variety of sources used will make learning fun,
interesting and accessible for students.
CASE STUDIES (H, ADMINISTRATION)
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CASE STUDY 1
Case study 1
Mums show how to strike the balance between work and family
There are never enough hours in the day for working women. If only we
could win some time back. Well, thanks to a new training course, that ’s just
what we can learn to do.
Glasgow-based Enlightened Training runs courses aimed at busy
professionals who want to enhance their IT and interpersonal skills. The aim
of a crash course in time management is to encourage women in business to
make the most of their time.
The need for such a course has never been greater given that a recent report
found that work is taking over people’s lives.
Lisa Mennie, who runs her own public relations company, and Marianne
Rodgers, who owns the only Gaelic-speaking nursery in Glasgow, are both
advocates of the course.
Before she gave birth in August, Lisa Mennie admits her balance between
work and family life wasn’t right. ‘I was working long days and emailing
people at 11pm to catch up with work. That’s fine when you don’t have a
baby, but now I can’t do that.’
‘I was in the office from 8am until 9pm. A lot of that was my own fault
because I wasn’t working efficiently. Going on the course has taught me how
to manage my time better and has given me some handy hints. I’ve learned
that I don’t need to be such a perfectionist and that I need to delegate more.’
Learning to say no and not feeling guilty about it has also benefited Lisa.
For Marianne Rodgers, learning how to manage her time has been vital. Like
Lisa, Marianne has been on the Enlightened Training course and she is
already reaping the benefits.
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CASE STUDY 1
Since taking the time management course, Marianne has learned to manage
her work and family time more effectively and has introduced forward
planning and diary-keeping into her busy schedule. When working at home,
she also separates her work space from her family space.
Top time tips
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Set realistic goals.
Make big tasks bite-sized.
Prioritise.
Identify ‘prime time’.
Keep separate phones for business and pleasure .
Make ‘to do’ lists.
Plan meetings carefully.
Take regular breaks.
Delegate or learn to say ‘no’.
Keep family space separate from office space .
Adapted from The Daily Record, 20 October 2009
Questions
1.
Outline two skills, other than ‘good time management’, that you would
expect in an effective leader.
2
2.
Justify the use of flexible working practices by organisations.
3.
Marianne separates her work space from her family space. Some
companies insist that homeworkers have a dedicated room in which to
work.
4.
5.
4
Describe two other arrangements required to facilitate homeworking.
4
Discuss the impact of moving from a cellular to an open -plan office
layout.
8
Compare a remote meeting with one conducted face to face.
2
Total 20 marks
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CASE STUDY 2
Case study 2
Wernham Hogg
Wernham Hogg is a company that supplies paper. It has a number of regional
offices throughout the UK. The Slough regional office has a team of 16
employees who are led by David Brent, the Regional Manager.
The layout of the Slough office is shown below.
From http://www.bbc.co.uk/comedy/theoffice/map/
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CASE STUDY 2
Questions
1.
2.
3.
4.
(a)
State the type of office layout used at Wernham Hogg.
1
(b)
Justify the use of this office layout.
4
Wernham Hogg has recently introduced flexible working practices.
Describe two suitable methods of flexible working.
4
Discuss the benefits to both the employee and the employer of
effective team working.
8
Due to changes in legislation, the smoking room has been converted
into a staff room. However, an employee has been caught smoking in
the staff room.
Outline the disciplinary procedure that should be followed when
dealing with this situation.
5.
1
David Brent keeps his employees informed by sending them a regular
newsletter.
Compare two other methods of keeping employees informed of health
and safety issues.
2
Total 20 marks
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CASE STUDY 3
Case study 3
Prime minister backs teleworking
Writing in the Daily Telegraph about the need to connect the whole country
with fast broadband, the UK Prime Minister speaks of the benefits of flexible
working to employment, particularly in rural areas and for working families.
He writes:
The severe weather gripping Britain has closed businesses and schools
and left many people unable to get to work or keep appointments.
Police advice is not to travel unless your journey is essential. But if you
urgently need to see a doctor, or keep a business running, you may feel
that you must venture out in spite of the conditions.
Rural communities particularly suffer at such times. But imagine if you
could hold a consultation with your GP over the internet in real time, or
easily access your office computer network from home, or attend a
meeting remotely. These are the very real possibilities with super -fast
broadband.
Continuing advances in communications will encourage more
employees and employers to make greater use of teleworking. This can
deliver benefits both to the firm and the worker , as well as the wider
economy, society and the environment.
The number of people working remotely from home more than doubled
in the decade to 2007 and as next-generation broadband becomes more
widely available this figure will continue to increase.
Adapted from www.flexibility.co.uk/flexwork/general/Gordon -Brown-telework.htm,
January 2010
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CASE STUDY 3
Questions
1.
Outline two methods available to a teleworker which would make it
possible for them to attend a meeting remotely.
2
2.
Discuss the benefits of flexible working practices.
8
3.
Describe two possible drawbacks of flexible working practices.
4
4.
Compare flexi-time and full-time working practices.
2
5.
Justify the use of the internet to research business information.
4
Total 20 marks
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CASE STUDY 4
Case study 4
Thank goodness it’s fun getting a job at Friday’s
The American restaurant chain Thank Goodness It’s Friday (TGI Friday) has
a very special approach to recruitment. It starts normally enough with
candidates filling in a conventional application form.
Then the real fun begins when selected candidates are invited to an
assessment day. The manager who welcomes them reveals they are about to
experience the most unusual interview process of their lives. They start off by
talking to their neighbour for 5 minutes. Then they have to stand up and
introduce themselves. What they say about themselves can be true or
completely made up. What the interviewers are judging is how they sell
themselves and how original they are.
This is followed by a creative team game whereby small groups are given 30
minutes to devise a new board game. Applicants are assessed on their
presentation skills and their ability to communicate.
Then comes the ‘freestyle’ section where applicants are asked to perform a
short sketch or improvisation. For instance, an applicant might be told: ‘You
are the target of a firing squad: die a dramatic death.’
At the end of the assessment day each person sits a 100 -question personality
test and has a short personal interview with one of the management team.
Those who do well and have the necessary experience and qualifications are
invited for a second interview where the final decision on employing them is
made.
Adapted from The Daily Mail, 3 March 1994
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CASE STUDY 4
Questions
1.
Describe two methods of informing potential applicants of a job
vacancy.
4
2.
Outline two qualities, other than the ability to communicate, required of
an applicant for the post of Senior Administrat ive Assistant.
2
3.
(a)
Outline two examples of tests, other than personality tests, used in
the recruitment process.
2
(b)
Justify the use of testing in the recruitment process.
2
4.
Compare internal and external methods of recruitment.
2
5.
Discuss the use of outsourcing in the recruitment process.
8
Total 20 marks
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CASE STUDY 5
Case study 5
Save your money and the environment
High oil prices have affected the cost of business travel, and organisations are
under constant pressure to reduce expenditure, including travel costs.
Heightened security at airports can cause delays and cancellations, resulting
in more time spent away from the office and even more stress and tiredness
than usual for the business traveller. Indeed, there is increasing publicity
about the effects of air travel on global warming. According to the European
Telecommunications Network Operators’ Association, cutting 20% of
business travel in the EU and replacing it with video -conferencing or other
non-travel solutions could save 22.4 million tonnes of carbon dioxide.
It all boils down to a very simple equation. Is the business opportunity worth
the money spent on travel and time away from your business? If so, splash the
cash and go for it. But if the sums don’t quite add up, there are alternatives.
The meeting can still go ahead via audio-conferencing or video-conferencing.
Adapted from The Scotsman, 21 September 2008
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CASE STUDY 5
Questions
1.
Describe two features of e-diary that could be used by a secretary to
ensure the smooth running of a meeting.
4
2.
Outline the meaning of the following meeting terms:
3.
(a)
adjournment
(b)
unanimous
(c)
quorum
(d)
amendment.
4
Justify the use of two of the following meetings documents:
(a)
notice of meeting and agenda
(b)
chairperson’s agenda
(c)
minutes.
4
4.
Discuss the advantages and disadvantages of using video -conferencing
to facilitate meetings.
6
5.
Compare two methods of voting at a meeting.
2
Total 20 marks
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CASE STUDY 6
Case study 6
Mystery shopping improves customer service
Watch the YouTube video link given below and then answer the questions
which follow.
http://www.youtube.com/watch?v=JK2p6GMhs0I
Questions
1.
Outline two drawbacks of using a mystery shopper.
2
2.
Describe and justify two methods, other than using a mystery shopper,
of evaluating customer service.
6
3.
Discuss the impact of poor customer service.
8
4.
Justify the use of staff appraisals by an organisation.
2
5.
Compare primary and secondary information.
2
Total 20 marks
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CASE STUDY 7
Case study 7
You’ve got AA friend at home
The AA’s virtual call centre has increased productivity,
reduced property costs and improved staff retention
Being more efficient, improving recruitment and retention, and helping staff
with their work–life balance: these were the motivations for the AA when
they first piloted their virtual call centre in the Leeds area back in 1997.
In all there are 250 home-based staff handling emergency breakdown calls,
based around Newcastle, Manchester, Birmingham and Cardiff.
Kevin Horgan, the AA’s Head of Emergency Breakdown Call Handling, is an
enthusiast for the new way of working.
‘We saw it as a way to expand the opportunities we we re offering to our
people. Like any call centre we’re always exploring new avenues to help deal
with staff retention. We consolidated our call centre operation in Leeds a
number of years ago, and then ran a pilot for existing staff there to see if
homeworking was a possible option.
There were many benefits. It provided the business with an opportunity to
achieve productivity gains from people working split shifts and it gave our
employees the opportunity to work in their own environment without the cost
and inconvenience of commuting. It works from everyone’s point of view. ’
The AA expanded on the pilot, and now more employees work in a virtual
call centre. According to Kevin, there’s been no reduction in the levels of
service provided – quite the opposite in fact – thanks to increased staffing
levels at drive time:
‘It’s enabled us to improve our management of peaks and troughs of demand
throughout the day and we’ve reduced staff turnover. Our productivity has
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CASE STUDY 7
definitely increased with the quality of customer service always a high
priority.’
The AA provides all the furniture, technology and telephony, replicating the
facilities to be found in a call centre. Calls are automatic distributed to
employees within the same area in the same way they would be distributed in
an actual call centre. The only thing a new recruit needs to provide is a
dedicated room in which to work.
‘Before we recruit someone we carry out an assessment to make sure their
home is suitable and they’ve got a separate room, ’ says Kevin.
‘Psychologically that’s important. You want to be able to shut the door. ’
At the outset staff undergo a 10-week training and coaching course, and there
are regular get-togethers for briefing and feedback.
‘My challenge is to make sure that people who work from home are not the
forgotten people. They have regular contact with their manager – it’s very
much based on team work – with audio-conferencing and a lot of face-to-face
contact. We try to give people as much stability as possible as well as
flexibility.’ says Kevin.
‘Working from home isn’t necessarily everyone’s cup of tea but it is
appealing to more and more people. It particularly appeals to those who want
to be on hand to manage childcare better, have some time flexibility and
prefer to work in their own environment.’
Homeworking in the virtual call centre is one of the range of flexible working
options offered by the AA. Kevin is confident that this kind of working has
many advantages and is set to grow in the UK .
Source: http://www.flexibility.co.uk/cases/AA-virtual-call-centre.htm
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CASE STUDY 7
Questions
1.
‘My challenge is to make sure that people who work from home are not
the forgotten people. They have regular contact wi th their manager –
it’s very much based on team work.’
(a)
Describe two features of an effective team.
4
(b)
Justify the need for a good team leader.
4
2.
Compare two methods of training homeworkers.
2
3.
Discuss methods of ‘improving recruitment and retention’ within an
organisation.
8
4.
Outline two methods used by organisations to ensure the confidentiality
and security of electronic information used by homeworkers.
2
Total 20 marks
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CASE STUDY 8
Case study 8
An extra judge to stop the fudge
X-Factor’s four judges are set to be joined by a fifth after feedback from fans
following Sunday’s voting controversy.
A group of 20 fans of the show – aged between 10 and 40 – were called to a
summit to brainstorm ideas about how to improve the show. The group were
amazed when Cowell, recently voted a great leader by a poll of UK teenagers,
arrived unannounced at the London HQ of his billionaire pal Sir Philip Green.
The proposed change to the show’s format comes after last week’s complaints
and claims of vote fixing. Cheryl Cole – mentor of both acts who finished
bottom after the public’s vote – abstained rather than choose which one to
send home.
With the other judges deciding 2-1 to keep Katie Waissel and send Treyc
Cohen home, Cheryl then indicated she wanted to take the vote to 2-2 and
give viewers the casting vote, referred to as ‘deadlock’. However, host
Dermot O’Leary told Cheryl her abstention stood, so Katie survived.
Dannii Minogue, who recently returned to the show after a career break,
defended Cheryl’s decision, saying she’d do the same if two of her acts were
in the bottom two.
Last night there was speculation about who will join the judges. One idea is
that one of the guest stars performing on the Sunday night results sho w will
be drafted in each week.
A spokesperson for Syco said ‘Simon has always held regular meetings with
fans to ensure he produces TV shows and music records they like.’
Adapted from www.thesun.co.uk/sol/homepage/showbiz/tv/x_factor/3221825/An eXtra-judge-to-stop-the-fudge.html,11 November 2010
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CASE STUDY 8
Questions
1.
‘A group of 20 fans of the show – aged between 10 and 40 – were
called to a summit to brainstorm ideas about how to improve the show.’
Name this method of gathering information about customer satisfaction.
1
2.
Compare two other methods of gathering information about customer
satisfaction.
2
3.
(a)
(b)
Outline each of the following terms as used in meetings :
(i)
abstain
(ii)
casting vote.
2
Outline one other term associated with voting at a meeting.
4.
Discuss the features of an effective complaints procedure.
5.
(a)
(b)
Justify the expense of allowing an employee to take a career
break.
1
8
2
Describe two methods of supporting an employee who is returning
to work after a career break.
4
Total 20 marks
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SAMPLE ANSWERS
Sample answers
Case study 1
1.
Outline two skills, other than ‘good time management’, that you would
expect in an effective leader.
2
An effective leader will have good communication skills as they need to
be able to exchange ideas and pass on instructions to team members. An
effective leader should also be able to motivate the team to encourage
members to meet deadlines and achieve targets.
2.
Justify the use of flexible working practices by organisations.
4
By offering flexible working practices organisation s can ensure that
valued staff are retained – otherwise when personal circumstances
change full-time employees may decide to leave. Flexible working
practices can also attract a wider range of applications when vacancies
are advertised. Organisations will also benefit from higher productivity
as employees who have flexible working conditions suffer from less
stress. By using hot-desking the organisation can also benefit from
lower accommodation and equipment costs.
3.
Marianne separates her work space from her family space. Some
companies insist that homeworkers have a dedicated room in which to
work.
Describe two other arrangements required to facilitate homeworking.
4
Staff must have access to the necessary equipment, in particular a
laptop with internet access – this will ensure that the employee has
email access, which can be used to communicate with colleagues and
customers. The homeworker will also require suitable training in areas
such as health and safety to ensure a safe working environment as well
as data security and back-up so that data are not lost or damaged.
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SAMPLE ANSWERS
4.
Discuss the impact of moving from a cellular to an open-plan office
layout.
8
An employee who moves from a cellular to an open -plan office layout
may find it difficult to concentrate due to noise and distractions.
Another drawback of moving to an open-plan office layout is that it is
more difficult to hold a confidential meeting. In addition it is more
difficult to satisfy all employees with regard to heating, lighting and
ventilation in an open-plan area and illnesses can also spread quickly
among staff in an open-plan office. However, moving to an open-plan
office is likely to promote better team working , which has a positive
impact on staff morale and therefore productivity. This is because those
in an open-plan office can benefit from increased interaction between
colleagues. In addition, an employee who encounters a problem can
easily seek help. Similarly it is easier to supervise employees in an
open-plan office. Open-plan offices also make more efficient use of
space and resources, for example printers and photocopiers can be
shared, thus reducing costs. Furthermore the office can be more easily
adapted and furniture moved to accommodate different circumstances.
Overall open-plan layouts encourage higher morale among employees ,
who benefit from more spacious surroundings and working as part of a
team.
5.
Compare a remote meeting with one conducted face -to-face.
2
Both a remote meeting and one conducted face-to-face can benefit from
non-verbal communication (assuming the remote meeting makes use of
video-conferencing). A remote meeting can be recorded automatically
for future reference whereas minutes must be prepared for a meeting
conducted face-to-face.
Total 20 marks
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SAMPLE ANSWERS
Case study 2
1.
(a)
State the type of office layout used at Wernham Hogg.
1
Open-plan office layout.
(b)
Justify the use of this office layout.
4
Organisations adopt this office layout in order to make better use
of the space available and lower accommodation costs. An openplan office layout also encourages better team working, improved
communication and increased productivity. Another reason for
using this layout is to ensure closer supervision of staff. Workflow
is also more efficient in an open-plan office as the movement of
staff and documents is minimised.
2.
Wernham Hogg has recently introduced flexible working practic es.
Describe two suitable methods of flexible working.
4
Flexi-time is a working practice whereby employees can vary their start
and finish times provided they work a set number of hours per day and
are present during core times. Employees can take days off, known as
flexi-days, if they have accrued enough hours. Hot-desking refers to a
practice whereby employees are not allocated a specific desk, instead
they set up work at any available desk. Employees are required to clear
the desk when their work is complete ready for the next employee.
3.
Discuss the benefits to both the employee and the employer of effective
team working.
8
Employees who work as part of a team can benefit from a sense of being
valued and belonging, this will lead to higher moral e and better job
satisfaction. Another benefit to the individual is that they have the
opportunity to develop a range of skills by learning from colleagues in
their team, which can lead to better promotion prospects for the
employee. In addition, the employee benefits from a wider support
network if they are in need of any help. As for benefits to the
organisation, effective team working leads to increased productivity as
those working as part of a team will work better as a result of the
benefits already mentioned. Another benefit to the organisation is that
those working in teams are multi-skilled and therefore staff will be
flexible and can adapt easily to change. Also, the organisation will
benefit from the need for less supervision as employees take on more
responsibility within a team. Decision making can also be more
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SAMPLE ANSWERS
effective as the whole team take ownership of decisions made by
consensus. Lastly teams are usually more willing to take risks , which if
successful benefit the organisation.
4.
Due to changes in legislation, the smoking room has been converted
into a staff room. However, an employee has been caught smoking in
the staff room.
Outline the disciplinary procedure that should be followed when dealing
with this situation.
1
Assuming this is the first offence, the employee should receive a verbal
warning.
5.
David Brent keeps his employees informed by sending them a regular
newsletter.
Compare two other methods of keeping employees informed of health
and safety issues.
2
Information communicated via a meeting will only reach those who are
available to attend the meeting whereas email can be used to reach a
greater number of recipients. During a meeting employees are able to
ask questions and receive an immediate response whereas using em ail
does not allow for instant feedback.
Total 20 marks
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SAMPLE ANSWERS
Case study 3
1.
Outline two methods available to a teleworker which would make it
possible for them to attend a meeting remotely.
2
A teleworker could attend a remote meeting via audio -conferencing
which allows meeting participants to talk to one another. Alternatively
a teleworker could use video-conferencing to see and hear other
participants in a remote meeting.
2.
Discuss the benefits of flexible working practices.
8
By offering flexible working practices, an organisation can benefit from
a greater number of job applicants with a wider range of skills and
experience. Flexible working practice may also encourage experienced
staff to stay with the organisation for longer. This will result in lower
staff turnover, which in turn will reduce recruitment and training costs.
In addition the organisation will benefit from a more satisfied and
motivated workforce, who have the flexibility to choose when and where
to work (using flexi-time and home/teleworking, respectively). The
organisation will also benefit from increased productivity if the
workforce is better motivated. Having a flexible working force also
means that staff can be organised to cover busy periods and this will
ensure a higher level of customer service with the resulting benefits ,
such as improved reputation. Furthermore, the use of flexible working
practices reduces the need for office space and equipment ( for example
by hot-desking), which in turn reduces expenses. As for the employee,
they will benefit from a better work–life balance – being able to spend
more time at home and less time travelling to and from work as a result
of avoiding travelling during peak periods . This also means that
employees benefit from lower travelling costs as well as less stress.
3.
Describe two possible drawbacks of flexible working practices.
For the employee, working at home without frequent face -to-face
contact with colleagues can lead to a feeling of isolation. The lack of
contact also makes it difficult to develop relationships with colleagues
and can lead to lower morale and a lack of job satisfaction. For the
organisation it can be more difficult to provide help and support for
homeworkers, for example IT problems which arise or any health and
safety issues.
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SAMPLE ANSWERS
4.
Compare flexi-time and full-time working practices.
2
Full-time employees who are required to start work at 9am will need to
travel at peak times whereas flexi-time employees can choose to start
earlier/later and therefore avoid the time and stress of travelling during
rush hour. Full-time employees may need to take unpaid (or annual)
leave if time off is needed for personal reasons but those who work
flexi-time can build up flexi-days for such appointments.
5.
Justify the use of the internet to research business information.
4
Using the internet rather than paper-based sources of information saves
time because you do not have to leave your desk and the use of a search
engine means you can find the information quickly. The information on
the internet is also more interesting and comprehensive due to the
range of multi-media available. The information is also more up-to-date
than that held on paper or in reference books. Copies of the information
can also be printed or saved from the internet for future reference.
Total 20 marks
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SAMPLE ANSWERS
Case study 4
1.
Describe two methods of informing potential applicants of a job
vacancy.
4
For a small organisation, a sign in the window/door can be used to
advertise a job vacancy – this is an inexpensive method which will
attract local applicants. Many organisations advertise job vacancies in
newspapers – this method will reach a wider range of applicants but
can be expensive depending on the size of the advert.
2.
Outline two qualities, other than the ability to communicate, required of
an applicant for the post of Senior Administrative Assistant.
2
The Senior Administrative Assistant will be responsible for a number of
team members therefore will require qualities such as being able to
motivate and delegate. The Senior Administrative Assistant will be
responsible for managing their own work load therefore will need to be
organised and able to use their own initiative.
3.
(a)
Outline two examples of tests, other than personality tests, used in
the recruitment process.
2
Practical tests, for example a data entry test, can be used to check
that the applicant meets a required standard. Medical tests are
used to check that applicants are fit for the job.
(b)
Justify the use of testing in the recruitmen t process.
2
Practical tests are used to check whether the information the
candidate has written on their application form is correct and
whether the candidate has the necessary skills for the post they
are applying for. Tests can also be used to distinguish between
candidates and help to select the best person for a post.
4.
Compare internal and external methods of recruitment.
2
Internal recruitment can be used to motivate existing employees
whereas external recruitment may cause resentment among ex isting
employees. Internal recruitment will limit the number of possible
applicants whereas external recruitment will attract a larger number of
applicants with a wider range of skills and experience.
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5.
Discuss the use of outsourcing in the recruitment p rocess.
8
Outsourcing involves the use of a recruitment agency that specialises in
finding the right person for the job. This implies that the agency is
expert in this field and therefore should find the best person for the job
efficiently. This is because the agency will have access to a large
number of potential applicants and is specially trained in skills such as
interviewing. In the meantime, the organisation can concentrate on its
core activities without any interruption to workflow. Given that the
agency specialises in this process, their efficiency should ensure that
the vacancy will be filled quickly and the cost of outsourcing is less
than doing the recruitment within the organisation. However, if the
organisation feels that the outsourcing compa ny are not performing
satisfactorily then it is easier to cancel an external contract compared
with retraining or terminating internal HR staff . Also, the agency’s lack
of internal knowledge may lead to inappropriate appointments being
made. Another problem may be that an applicant who has been
appointed via an agency will not have previously met their line
manager who otherwise would have been involved in the selection
process and it therefore may take longer for them to build a good
working relationship.
Total 20 marks
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SAMPLE ANSWERS
Case study 5
1.
Describe two features of e-diary that could be used by a secretary to
ensure the smooth running of a meeting.
4
When scheduling a meeting using Outlook the secretary can send a
Meeting Invitation to a group of attendees. The use of the scheduling
feature can be used to choose the best time for the group of attendees
and ensure optimum attendance so that a quorum is present. This
feature also automatically enters the appointment for those accepting
the meeting invitation and a reminder can be sent – this ensures that
the meeting starts promptly. A second feature of Outlook is the
Meetings Workspace, which holds information about the attendance list,
the agenda items and any related documentation. This can be used to
ensure that participants are well prepared for the meeting and that the
meeting runs to schedule.
2.
3.
30
Outline the meaning of the following meeting terms:
(a)
adjournment – a meeting which has started but has ran out of time
so will need to be continued at a later date
(b)
unanimous – where all participants at a meeting are agreed on
the outcome of a vote; they either have all voted for or have all
voted against the motion
(c)
quorum – the minimum number of people required to attend the
meeting to ensure it is valid
(d)
amendment – where the wording of a motion has been altered,
this may include an addition, deletion or a change of wording
4
Justify the use of two of the following meetings documents:
(a)
notice of meeting and agenda – The notice of meeting is used to
inform attendees of the time and place of the meeting to ensure
good attendance. The agenda is used to give sufficient notice of
the topics to be discussed to allow time for preparation.
(b)
chairperson’s agenda – This document provides the chair with
additional information to ensure that the meeting runs smoothly.
Space is also provided for the chair to take notes and these can be
used to help the secretary prepare accurate minutes of the
meeting.
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SAMPLE ANSWERS
(c)
4.
minutes – Minutes can be used by those who were unable to
attend the meeting to find out what happened during the meeting.
Minutes can also be used to answer queries regarding what was
agreed or any action points decided during a meeting.
4
Discuss the advantages and disadvantages of using vi deo-conferencing
to facilitate meetings.
6
The use of video-conferencing makes it easier to arrange a meeting for
participants who are spread over a wide geographical area. This is
because using video-conferencing removes the need for travelling and
hotel accommodation, reducing travel and accommodation costs.
Another advantage is that communication is almost as effective as
during a face-to-face meeting – communication is in ‘real time’, nonverbal cues can be used as can visual aids. It may also be possible for
more participants to take part rather than being limited to the physical
space available in a meeting room. In addition, a meeting conducted via
video-conferencing can be recorded for future reference. However, the
initial cost of setting up video-conferencing equipment is high. Another
disadvantage is that meetings may be interrupted or postponed due to
technical difficulties. Also, because participants may be in different
time zones, it can be difficult to arrange a time that is suitable for all.
Lastly, some participants may feel uncomfortable knowing that they are
being recorded.
5.
Compare two methods of voting at a meeting.
2
Two methods of voting are secret ballot and show of hands. A secret
ballot can be used where the motion is of a conf idential nature whereas
a show of hands allows others to see how you have voted. A secret
ballot is a formal method of voting which is time-consuming to prepare,
conduct and count, whereas a show of hands can be used to quickly
reach a decision.
Total 20 marks
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SAMPLE ANSWERS
Case study 6
1.
Outline two drawbacks of using a mystery shopper.
2
Given that a mystery shopper works alone, the feedback received is
limited and may not be representative of the service received by all
customers in general. Mystery shoppers do not require qualifications or
training therefore the feedback received may not be reliable.
2.
Describe and justify two methods, other than using a mystery shopper,
of evaluating customer service.
6
A customer focus group is a meeting of a sample of cus tomers who
together can discuss a new product or new ideas. The group can
provide in-depth research but some individuals may be influenced by
other strong personalities within the group. This method of evaluation
provides the organisation with feedback from a representative sample
of customers who have been given the opportunity to discuss a concept
in greater detail. Customer service can also be evaluated using
comments cards left at the point of sale. The comments card will
include a small number of questions which can be quickly completed by
customers. This method of evaluation is inexpensive and can provide
quantitative information which is easy to collate and analyse.
3.
Discuss the impact of poor customer service.
8
Customers who receive poor service will take their business elsewhere.
Furthermore, customers who receive poor service will tell friends and
family about their bad experience and the organisation’s reputation
will suffer. The overall impact will be fewer customers, which in turn
will lead to a decrease in sales revenue for the organisation and this
will have a negative impact on profits. In addition, there will be an
impact on recruitment as fewer applications are likely to response to
job adverts for an organisation with a reputation for poor customer
service. Poor customer service will also result in more complaints ,
which in turn will have a negative impact on staff morale. There is also
likely to be an increase in staff turnover as more employees leave the
organisation as a result of low staff morale. Investigating and
responding to customer complaints is also time -consuming and costly.
In extreme cases, poor customer service may result in legal action and
the organisation may be required to pay damages to a customer who
sues them.
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4.
Justify the use of staff appraisals by an organisation.
2
The appraisal system is used to provide feedback to the employee on
their performance. This in turn can be used to identify any training and
development needs to ensure that skills are up to date. Where an
employee has met targets and is deemed to be performing well this can
be used to determine rewards such as salary increases or promotion
opportunities – this can lead to increased job satisfaction and
productivity as the employee will feel valued.
5.
Compare primary and secondary information.
2
Primary information is more relevant as it is gathered for an
organisation’s specific purpose whereas secondary information will
have been gathered for another purpose but adapted to suit the
organisation’s needs therefore may be relevant. Primary information
will be more reliable and up-to-date whereas secondary information
may be subject to bias and may be out-of-date. Primary information is
more expensive to collect whereas secondary information may be
obtained free of charge from online sources.
Total 20 marks
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SAMPLE ANSWERS
Case study 7
1.
‘My challenge is to make sure that people who work from home are not
the forgotten people. They have regular contact with their manager –
it’s very much based on team work.’
(a)
Describe two features of an effective team.
4
One important feature of an effective team is composition. This
refers to the size of the team, which according to Belbin should be
between four and six. Some teams therefore may not be as
effective because they are either too small to generate enough
ideas or too large to manage. Another important feature of an
effective team is that it is made up of the right balance of people
with an optimum mix of personalities and roles. A good team will
contain the right balance of thinkers, doers and those who can
manage people – this will ensure optimum productivity,
relationships and results.
(b)
Justify the need for a good team leader.
4
A good team leader will promote a good working environment for
the rest of the team. A leader with good communication skills
ensures that members are clear about targets and tasks will be
completed to a high standard within deadlines. A good leader will
also promote open discussion, any conflict will be resolved and
all decisions taken will be taken by consensus – this will result in
members feeling valued and high staff morale (and low staff
turnover). The high staff morale generated by a good team leader
will also result in high productivity. Overall these benefits will
also help to increase customer satisfaction.
2.
Compare two methods of training homeworkers.
2
Homeworkers can be trained using an online training course or may be
required to attend the office for an in-house training session. The use of
an in-house training session can be difficult to organise as not all
employees may be available whereas an online training course can be
completed at any time to suit each employee. Attending an in-house
training session will provide homeworkers with an opportunity to
interact with colleagues, but using an online training course may
further add to feelings of isolation.
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3.
Discuss methods of ‘improving recruitment and retention’ within an
organisation.
8
Recruitment refers to the quantity and quality of applications receive d
for a post. This could be improved by advertising vacancies in a greater
number of locations, for example using a wider range of external
recruitment methods (ie newspapers) or employing a recruitment
agency to attract a wider range of applicants. Another method of
improving recruitment is by offering more flexible working practices,
because a job advert which mentions flexi -time, homeworking or job
share is likely to attract a wider range of applicants , including those
with young families and those with disabilities. In addition, the
reputation of the organisation can also affect the recruitment process
as more applicants are likely to apply for a post in an organisation that
is known for good customer service. The way an organisation treats its
staff also affects reputation therefore to ensure a high number of
applicants the organisation must offer competitive pay rates, additional
perks, and training and support for its employees. As for retention, this
refers to how long an employee stays with the organ isation, also known
as staff turnover. Other than those methods already mentioned, staff
retention can be improved by ensuring a positive work environment.
This might include the office layout – an open-plan office encourages
team working and offers opportunities for social interaction. An
employee working in an open-plan office may have better job
satisfaction and higher morale, which will encourage them to stay with
the organisation for longer. Effective team working and leadership is
also a factor that will improve retention as employees who work as part
of a team with a good leader will feel more valued.
4.
Outline two methods used by organisations to ensure the confidentiality
and security of electronic information used by homeworkers.
2
Homeworkers should be provided with encryption software so that when
sending information to the organisation via email the files are kept
secure. The homeworker’s computer should also require a user name
and password to access so that others cannot access confidential work
files.
Total 20 marks
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SAMPLE ANSWERS
Case study 8
1.
‘A group of 20 fans of the show – aged between 10 and 40 – were
called to a summit to brainstorm ideas about how to improve the show. ’
Name this method of gathering information about customer satisfaction.
1
Customer focus group
2.
Compare two other methods of gathering information about customer
satisfaction.
2
Two other methods of gathering customer satisfaction information are
mystery shopper and the use of surveys. A mystery shopper provides
immediate feedback whereas surveys can take time to be returned ,
especially when using post. A mystery shopper only provides one
person’s experience whereas the use of surveys provides a wider range
of customer experiences.
3.
(a)
(b)
Outline each of the following terms as used in meetings:
(i)
abstain – where a meeting participant refrains from taking
part in a vote
(ii)
casting vote – where the number of votes for and against a
motion are tied the chair is given an extra, deciding vote 2
Outline one other term associated with voting at a meeting.
1
A ballot is the term used to refer to the method of voting . This can
be by a show of hands, by going into division or by taking a secret
ballot.
4.
Discuss the features of an effective complaints procedure.
8
Procedures for complaining should be straightforward and known to
customers, for example some organisations insist that complaints are
made in writing by post – this discourages customers from proceeding
with their complaint and is therefore not an effectiv e procedure.
Instead, customers should be able to complain easily and encouraged to
do so by signs at the point of sale or details on their receipt. Another
important feature is that all complaints should be treated seriously,
logged and dealt with by specially trained staff. It is also good practice
to have the same person deal with the complaint from start to finish as
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SAMPLE ANSWERS
this will help to ensure that the customer feels valued and that
complaints are dealt with efficiently. The organisation should also
establish time limits on the processing of complaints, for example the
customer’s complaint should be acknowledged within 1 working day
and a response given within 5 working days. Throughout the process
there should be good communication and the customer shou ld be
informed of any progress as well as the outcome of any investigation.
Furthermore, the organisation should be quick to offer compensation to
the customer (if necessary) so that they are satisfied with the outcome
and will hopefully stay loyal. In addition, a log of complaints should be
recorded and monitored – this complaints data can be used to identify
any areas of weakness and improve future customer service.
5.
(a)
Justify the expense of allowing an employee to take a career
break.
2
The short-term expense of arranging cover is justified by the
long-term benefits of a career break. Staff retention will increase
as employees will not opt to resign; instead returning after a
career break, which will mean that the organisation can retain
experienced, valued staff. Employees who return after a career
break bring new skills to the workplace – many employees talk of
having more confidence; those who have used the time to gain
work experience or new qualifications will bring new ways of
working, which can increase productivity.
(b)
Describe two methods of supporting an employee who is returning
to work after a career break.
4
Some organisation offer keep in touch (KIT) days for employees
who are on a career break whereby they meet with their line
manager to be kept up to speed with what is happening in the
workplace. This method allows the employee to keep up to date
with any developments and may help to reduce any anxiety about
returning to work. The employee may also be offered a refresher
training session before returning to work, for example they may
require training on new software that has been implemented
during their break. This session could also include an
introduction to any new staff who have joined the company in the
meantime.
Total 20 marks
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USEFUL LINKS
Useful links
Outcome 1
Create your own personal development plan
http://www.businesslink.gov.uk/bdotg/action/pdp
Effective team-working activity
http://nasa.perbang.dk/
Outcome 2
Case studies from www.flexibility.co.uk
http://www.flexibility.co.uk/cases/Balfour-Beatty.htm
http://www.flexibility.co.uk/cases/english-heritage.htm
Case studies from www.swiftwork.com
http://www.swiftwork.com/case_studies.asp
Ergonomics
http://www.healthycomputing.com/office/setup/
http://www.openerg.com/dse/
Outcome 3
Examples of tests
http://www.psychometric-success.com/downloads/download-practicetests.htm
http://www.outofservice.com/bigfive/
http://www.matthewbarr.co.uk/simpsons/
Outcome 4
Schedule a live meeting using Microsoft Outlook
http://www.youtube.com/watch?v=5YAqtUrxVcM
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Outcome 5
Institute of Customer Service
http://www.instituteofcustomerservice.com/
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