Unit 1 - Effectiveness of an Organisation
- 1. Describe factors which contribute to the effectiveness of an organisation Administrative Services Outcome 1 © Inspiring Education 2006
- 2. Learning Outcomes The Role of an Admin Assistant. The Qualities of an Admin Assistant. The Skills of an Admin Assistant. Recruitment. Skills Analysis. Effective Communication. © Inspiring Education 2006
- 3. The Admin Assistant The role of the Admin Assistant is a very demanding one. There are many duties an Admin Assistant is required to perform. The main aim of an Admin Assistant’s role is to provide SUPPORT to other employees/Departments within the organisation. © Inspiring Education 2006
- 4. In What Way Does an Admin Assistant SUPPORT others? © Inspiring Education 2006 The ROLE of the Admin Assistant Creates Letters Creates Memos Creates Reports Arranges Business Travel Manages the Reception area Responsible for photocopying Responsible for filing Responsible for managing telephone calls
- 5. The Role of the Admin Assistant Explained WORD PROCESSING TASKS Creating letters – the Admin Assistant will be required to type letters for a variety of reasons eg. Informing customers of a new product; responding to a customer complaint; requesting new stock from a supplier. Creating Memos - memos are often used to remind others of meetings or update fellow workers on decisions. This is a very informal way of communicating with others within the organisation. Creating Reports – Admin Assistants could be asked to create a report which is a very detailed, professional document. For example, if your school was requesting a new building, then Senior Management would have to prepare a report detailing why the school requires a new building, ideas for the new site, who the builder would be etc. A Report is a very detailed document. MANAGING THE RECEPTION AREA There are many tasks the Admin Assistant would perform. For example: Work on the switchboard – make sure all telephone calls are dealt with. Ensure security measures are taken by providing all visitors with security passes. Arrange appointments – use an electronic diary for accuracy. Manage the visitor sign-in/sign-out book. Deal with any enquiries – any questions that visitors may have. © Inspiring Education 2006
- 6. The Role of the Admin Assistant Explained MAKING TRAVEL ARRANGEMENTS The Admin Assistant is responsible for ensuring that the employee’s travel arrangements are all correct and that the trip has been very carefully planned. The following tasks are required to make sure that this happens: Make sure that the dates of travel are correct. Find out exactly what the employee wants – method of travel; any special requirements (vegetarian?); car rental? Etc. Book appropriate travel – this could be car, train, plane or boat. Book appropriate accommodation – Hotel or Bed and Breakfast? Prepare an Itinerary – this is a document which clearly states the plan of the business trip i.e times of travel; times of meetings and venues etc. REPROGRAPHICS – PHOTOCOPYING, FAXING, LAMINATING ETC The Admin Assistant is responsible for making copies of documents – this is known as Reprographics. For example, if a letter arrives from a customer which needs to be read by 4 employees, then the Admin Assistant will photocopy the letter and pass it on. Another example is, if the Admin Assistant created a poster for a Department displaying new Health & Safety rules, then he/she would print it off and make many copies for the work area. © Inspiring Education 2006 This area will be covered in greater detail later on in the course
- 7. The Role of the Admin Assistant - Summary As you can see the Admin Assistant is required to carry out a very wide range of tasks. The tasks can be very routine (i.e the Assistant performs these on a regular basis) or non-routine (i.e the Assistant deals with the situation when it occurs). © Inspiring Education 2006 Routine Tasks Filing documents Answering the telephone Photocopying Non-Routine Tasks Dealing with a customer enquiry Dealing with a customer complaint We are now going to consider what TYPE of person an Admin Assistant is by looking at the qualities and skills which are needed to be a good Admin Assistant.
- 8. The QUALITIES of an Admin Assistant There are many qualities an Admin Assistant should have. For example: PATIENCE – ability to listen at all times. TACT – ability to make sure that a situation is dealt with in an appropriate manner. POLITE – ability to communicate well in all situations. FRIENDLY – ability to welcome others. © Inspiring Education 2006
- 9. The SKILLS of an Admin Assistant There are many skills an Admin Assistant should have. For example: ICT – Ability to use a range of software packages: word processing; spreadsheets; databases; desk-top publishing; e-mail etc. TEAM WORKING – ability to work with others. ORGANISATION – ability to manage resources and ensure that deadlines are met. USE OWN INTITIAVE – ability to make your own decisions and to solve problems without needing the help of a supervisor or colleague. © Inspiring Education 2006
- 10. Recruiting The Best Admin Assistant In Admin Services Outcome 3 you will learn in greater detail the role of the Human Resources Department however at this stage reference must be made to the 2 documents which are used to employ the best candidates for the job: The Job Description. The Person Specification. © Inspiring Education 2006
- 11. The Job Description The Job Description is used to show the following: What the job involves. The main duties of the post. Who the employee will be reporting to. Who the employee will be responsible for. The employee’s salary. The employee’s holiday entitlements. The benefits the employee may receive eg company car. © Inspiring Education 2006
- 12. The Person Specification The Person Specification is used to show the following: The skills that are required to carry out the job effectively. The personal qualities that are required. The skills required. The skills and qualities are divided into 2 categories: ESSENTIAL . DESIRABLE – these factors enable the employee to have a competitive advantage over other candidates. © Inspiring Education 2006
- 13. Skills Analysis It is important for an Admin Assistant to constantly monitor his/her skills and identify any areas which need improvement. This exercise is important because the Admin Assistant must ensure that the job is being done properly and to a high standard. There are two common methods used in today’s business environment which are designed to enable employees to identify their current skills and identify areas which need improvement: Skills Scan. SWOT Analysis. © Inspiring Education 2006
- 14. Skills Scan A Skills Scan enables the employee to identify the following: Skills. Level of knowledge and understanding. Qualities. The purpose of the Skills Scan therefore is to: Identify any areas in which the employee’s skills need developing. Identify the employee’s current skills. © Inspiring Education 2006
- 15. SWOT Analysis: Strengths, Weaknesses, Opportunities and Threats. The purpose of a SWOT analysis is to identify the employee’s: Strengths. Weaknesses. Opportunities. Threats. © Inspiring Education 2006
- 16. SWOT Analysis © Inspiring Education 2006 STRENGTHS These are things the employee is good at. WEAKNESSES These are things the employee needs to work on to improve. THREATS These are things which may discourage the employee. OPPORTUNITIES These are things which could boost the employee’s morale.
- 17. Effective Communication In what way can we ensure that we communicate effectively with others? How do we ensure that we get our message across? We communicate in many ways, for example we: Speak to one another. Write letters. Text messages on the mobile phone. Body language (a very powerful method of communication!). Good, effective communication is vital for the successful running of an organisation. Consideration will now be given to the features of good communication. © Inspiring Education 2006
- 18. Features of Effective Communication In order to be effective, communication must feature the 5 Cs!: CONCISE It is important that the information communicated is very straightforward and not full of ‘waffle’! CLEAR The way in which the information is presented must be done in a very clear and easy to understand manner. COURTEOUS Communication will always be received well if it is presented in a polite and courteous manner. It is important to use a friendly and calm tone when communicating with others. CORRECT In order for communication to be of value, it must be accurate and true. COMPLETE The communication must have all the information included otherwise the information can easily become misunderstood. © Inspiring Education 2006
- 19. The Value of Good Communication In order to realise the true value of effective communication, the information communicated must be: ACCURATE If the information is false then this will mean that poor decisions will be based on inaccurate information. TIMELY The information must be up-to-date at all times so that current issues are being addressed. RELEVANT The information must be fit for the purpose and relate to what the organisation is using it for. COST EFFECTIVE The information must be used effectively in order to justify the costs associated with its preparation. MEANINGFUL The information must be communicated using appropriate methods ensuring that it is presented in a suitable format. © Inspiring Education 2006
- 20. Barriers to Effective Communication There are some barriers which prevent communication being effective: The organisation has a TALL structure which means that there are many levels of communication – lots of levels of management. This will result in information taking a long time to filter through and may even result in the wrong information being communicated. Too much information communicated at the one time can be very difficult for an individual to understand and process. The wrong choice of communication may be chosen. If there is too much jargon used then the audience will switch off as they will not understand what is being communicated. The method of communication may be ineffective. For example, if using electronic methods of communication there may be technical faults resulting in loss of data. The information may not be accurate or concise therefore the audience will find it difficult to understand. © Inspiring Education 2006
- 21. Internal & External Communication This method of communication will be more informal as the colleagues know one another. Communications will happen in a less structured manner. Communications will be of a lighter tone. Examples of such communications are: E-Mail. Memos. Local Area Network. Regular Meetings. © Inspiring Education 2006 Internal Communication This method of communication will be more formal and structured. An organisation will use a House Style when communicating with customers etc through letters and e-mails. This system means that it is easy for the customer to identify who the communication is from. Examples of such communications are: Reports. Presentations. External Communication
- 22. Methods of Communication There are 3 main methods of communication: Oral Written Visual © Inspiring Education 2006
- 23. Oral Communication Oral communication is information which is verbally exchanged from one person to another. Examples of when oral communication occur are: A conversation. A presentation. Answering a query over the telephone. A meeting. An Interview. © Inspiring Education 2006
- 24. Oral Communication – Strengths and Weaknesses © Inspiring Education 2006 Information is very easily transmitted. Information is very quickly passed on to others. If anyone has a question or comment then this can be given immediately. Feedback is very important as it confirms whether or not the communication has been effective. Body language is used to reinforce the effectiveness of communication – it is a very powerful way of communicating through facial expressions and gestures. Strengths Weaknesses There may be a conflict of personalities which could result in the communication being very ineffective as conflicts could arise. There is no written record of the communication therefore it is difficult to refer back to the decision made. Distractions and interruptions can devalue the information being communicated. If there are large numbers of people involved in the communication, then it can be very difficult to control what is being said.
- 25. Written Communication Written communication is information which is presented in writing and can be easily referred to. Examples of when written communication occur are: A poster. A letter. An e-mail. A report. Faxes. A memo. © Inspiring Education 2006
- 26. Written Communication – Strengths and Weaknesses © Inspiring Education 2006 The information can be referred back to at any time as a record of what was discussed is made. This is very important if you need to check what decisions were made or who was given responsibility for certain tasks. Information which is written down is done so in a very concise and meaningful manner – very easy to understand exactly what is being communicated. Individuals have more time to read and study the information – able to process it more effectively. Strengths Weaknesses Time is required to provide written information which is of value. Feedback is not immediate and can often take a long time for the sender to gauge other’s opinions/thoughts on what was communicated. Some individuals may find it difficult to understand written information.
- 27. Visual Communication Visual communication is information which is presented in an eye-catching way in order to grab the attention of its audience.. Examples of when visual communications occur are: A presentation. A film. A chart. A diagram. An advert. © Inspiring Education 2006
- 28. Visual Communication – Strengths and Weaknesses © Inspiring Education 2006 The information is very eye-catching and attracts the attention of the audience. The information is presented in a very clear and simple manner. It is easier for the listener to understand and take in the information which is being presented. Strengths Weaknesses The costs associated with creating and presenting visual aids can be very high. Time is needed to prepare an effective presentation. If the communication relies heavily on the use of ICT and there is a technical fault, the communication will be delayed.
- 29. Effects of Poor Communication © Inspiring Education 2006 To The Organisation Poor relationships with customers and suppliers will have a very negative effect on the organisation. The organisation’s reputation will suffer as people will begin to lose faith in the organisation. If there are poor communications between management and employees there will be a lot of disharmony which will result in lower productivity. If employees feel that their voices are not being heard then low morale amongst the staff will develop. To The Employee If the employee has misunderstood an instruction then he/she will complete the task incorrectly. This will lead to frustration and lack of confidence. Relationships may be damaged if there is misinterpretation of communication. If there are many communications in the workplace this can be very stressful for the employee and can lead to health problems.
- 30. Importance of Good Customer Service To ensure effectiveness in the workplace, it is essential that customer needs are met at all times. The organisation must ensure that communications with customers are efficient and effective at all times. It is true to say that holding on to an existing customer is a lot easier than trying to gain a new customer! As a result of this the organisation must create a positive customer service making sure that they are very responsive to the changing demands of their customers. The organisation must be able to do the following in a professional and acceptable manner: Deal with customer enquiries. Deal with customer complaints. Offer an excellent after-sales service. Create and maintain customer loyalty. Reward customers and give them a sense of value. © Inspiring Education 2006
- 31. The Mission Statement In order to communicate to its customers why it exists and what it hopes to achieve, an organisation creates a Mission Statement. A Mission Statement communicates the overall goal of the organisation. The purpose of a Mission Statement is to create an image of the organisation and attract customers to being a part of it. In order to be effective a Mission Statement must be concise and meaningful. For example, British Airway’s Mission Statement is: “ To be the world’s number one airline.” This statement clearly states where the organisation are aiming for and that it wants to be the best in the world! © Inspiring Education 2006
- 32. Effects of Poor Customer Service If the organisation loses its customers then it will very quickly fail! The organisation needs its customers in order to be successful and grow. There are many ways in which poor customer service can occur: Ignoring customer feedback. Not having a customer care policy. Having a poor appearance – lack of cleanliness; disorganised. Poor communications with customers. Unqualified staff who are unable to help customers with their problems. Ultimately, if the organisation gains a reputation for having poor customer service then this will result in customers leaving to go to their competitors and the organisation will find it very difficult to survive. © Inspiring Education 2006
- 33. Customer Service - Legislation The Admin Assistant will be responsible for dealing with a range of customer enquiries and complaints. It is essential therefore that the Admin Assistant is aware of the legislation that is in place to ensure that customers’ rights are met and protected. The Admin Assistant would have to know and understand the following pieces of legislation: The Trades Description Act 1968. The Consumer Credit Act 1974. The Sale of Goods Act 1979. The Consumer Protection Act 1987. The Consumer Protection (Distance Selling) Regulations 2000. © Inspiring Education 2006
- 34. The Trades Description Act 1968 The Trades Description Act 1968 is designed to make sure that organisations do not make false claims of descriptions about a product or service they are selling. For example, if they are selling mobile phones they can’t pretend that it has Internet Services and a Radio if the design clearly doesn’t enable the mobile phone to do this. If organisations try and sell you something under a false impression and you later discover that in fact this wasn’t the product you wanted to buy, then you are entitled to have your money back. © Inspiring Education 2006
- 35. The Consumer Credit Act 1974 The Consumer Credit Act 1974 protects those consumers who buy their goods on credit. Buying goods on credit means that the customer receives the product now and pays for it at a later date or over a specific period of time. This Act ensures that both the organisation and the customer have a written document stating when the full payment must be made. Customers will be charged interest for paying in this way however they will also be aware of what competitors are charging so that they can compare credit charges. Customers do have the right to cancel their order – this is termed the “cooling-off” period. © Inspiring Education 2006
- 36. The Sale of Goods Act 1979 The Sale of Goods Act 1979 was created to ensure that the goods a customer receives are of a high quality. The Act clearly states that the goods must : Be of a satisfactory standard of quality. Be exactly as they are described – any advertising or manuals must present an accurate account of the good. Be fit for the purpose which means they must be able to perform all the functions and features that the supplier says it can. The Act is designed to protect the customer’s rights in that if the product fails to meet any of the above, then the customer will be able to demand their money back. © Inspiring Education 2006
- 37. The Consumer Protection Act 1987 The Consumer Protection Act 1987 is designed to ensure that the prices of goods displayed in shops, magazines, adverts etc are correct. It is also designed to ensure that all goods are supplied safely to the shop owner or retailer. If suppliers knowingly provide goods which are unsafe or do not meet the required health & safety standards, then they can face prosecution. © Inspiring Education 2006
- 38. The Consumer Protection (Distance Selling) Regulations 2000 The Consumer Protection (Distance Selling) Regulations 2000 is to protect customers who have bought their goods without actually having face-to-face contact with the seller. The Information Technology revolution means that more and more people are now buying on-line whereby goods can be purchased at the click of a button! Customers can also buy from the TV, mail order or over the telephone. In order to ensure that the customer’s rights are protected, if they purchase goods in the ways described above, then they must: Receive written confirmation of what was purchased, how many items were purchased, and the exact price of the goods. Receive a guaranteed full refund if the goods received are incorrect or of a poor quality. Be protected against credit card fraud. © Inspiring Education 2006