1
2006
1/Q3
2
2006
2/Q1d
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
23
24
25
26
2006
2/Q4c
2006
2/Q4d
2007
2/Q1a
2007
2/Q1b
2007
2/Q2a
2007
2/Q4a
2007
2/Q4b
2008
1/Q1
2008
2/Q2
2008
2/Q5a
2008
2/Q5a
2009
2/Q1c
2009
2/Q1d
2009
2/Q5c
2010
2/Q1c
2010
2/Q3c i
2010
2/Q3c
ii
2011
2/Q1c
2011
2/Q1d
2012
2/Q1a
2013
1/Q4
2013
2/Q3a
2013
2/Q4a
Describing strategies for effective time and task management and their
importance
Discuss how management can support staff to improve their knowledge and
skills
(i) Identify a consequence of poor delegation.
(ii) Describe the implications of failing to delegate and suggest reasons why
some managers are reluctant to delegate
Outline ways in which a senior admin asst could monitor the progress of a
large scale project
Discuss how effective time management can ensure targets are met
Describe 2 methods used by individuals to ensure their work targets are met.
Outline ways in which an individual’s personal targets could be monitored and
controlled by their line manager.
“Successful teams need effective leaders.” Outline 4 qualities of an effective
leader.
Identify 3 time stealers and outline one way of reducing the effect of each time
stealer.
Describe 3 skills required by an individual to ensure effective task
management.
In addition to “good people skills”, outline 4 leadership skills you would expect
to see in an effective leader.
Describe 3 ways in which a team may be affected by poor leadership.
(i)
Outline 2 features of a Personal Development Plan.
Describe 2 methods of monitoring the progress of an employee's
Personal Development Plan.
Discuss strategies used by senior administrative assistants to improve their
efficiency in task management.
Identify 2 time stealers and for each suggest how these can be avoided.
Marks
AS
O1/
New
Outcome
1.1
Administrative Theory and Practice
PAPER/
SECTION/ Q
265334634
2
2
6
4
6
4
4
4
6
6
4
6
2
(ii)
4
8
4
Describe 3 methods of monitoring and controlling targets.
6
Outline 4 benefits of good leadership.
4
Describe 3 time management techniques.
6
Justify the need for employees to develop good time management skills.
3
Describe 3 long-term implications for a senior manager who fails to delegate
tasks to his team.
Justify the need for a manager to monitor and evaluate tasks.
6
4
Outline ways in which an employee’s targets can be monitored.
4
Justify the need for employees to have good time management skills.
2
Outline 4 ways a team leader may monitor the progress of a project.
4
Outline 4 features of effective targets.
4
1
27
28
29
Administrative Theory and Practice
2013
2/Q4b
2014
2/Q1b
2014
2/Q5b
Marks
AS
O1/
New
Outcome
1.1
PAPER/
SECTION/ Q
265334634
Describing strategies for effective time and task management and their
importance
Describe the implications of a manager failing to delegate effectively.
6
Describe 3 methods of monitoring and controlling targets.
6
Describe 3 time management techniques.
6
2
1
2
3
4
5
6
7
8
9
2006
2/Q3a
2007
2/Q2b
2009
1/Q5
2010
2/Q4d
2011
2/Q5c
2012
2/Q5c
2013
2/Q3c
2014
1/Q1
2014
1/Q3
Marks
AS
O1/
New
Outcome
1.2
Administrative Theory and Practice
PAPER/
SECTION/ Q
265334634
Describing the characteristics of effective teams
Outline 2 features of an effective team
2
Discuss the benefits to the individual and the organisation of effective
teamworking.
Discuss the features of an effective team.
8
Describe 3 features of an effective team.
6
Discuss reasons why some teams are more effective than others.
4
Discuss the advantages and disadvantages to an individual of working as part
of a team.
Discuss reasons why a team may be ineffective.
8
Outline 4 skills you would expect to see in an effective team leader.
4
Discuss the benefits of an effective team.
6
AS
O2/
New
Outcome
1.3
PAPER/
SECTION/ Q
1
2006 1/Q4
2
2006 2/Q5ci
3
2006
2/Q5cii
4
2007 1/Q2
5
2007 2/Q2d
6
2009 2/Q4d
7
8
2013 2/5b
2008 2/Q4d
9
2010 2/2b
10
2012 2/Q3a
11
2013 2/Q5a
12
2014 2/Q4a
Explaining the strategies to ensure compliance with workplace legislation
Outline ways in which an organisation can ensure the security and
confidentiality of customer files held
(a) electronically;
(b) on paper
Describe 2 key responsibilities employers have with regard to Display
Screen Equipment Regulations
Suggest possible implications for the employee if Display Screen
Equipment Regulations are not followed
Legislation exists to ensure the security and confidentiality of information.
Outline 3 features of:
(a) The Data Protection Act 1998 and;
(b) The Computer Misuse Act 1990.
Describe 2 methods of communicating to employees changes in health
and safety legislation.
Outline and justify 2 ways of making sure employees are aware of new
legislation or changes to legislation affecting the office environment.
Describe the benefits of induction training.
Outline 2 offences under the Computer Misuse Act 1990.
Describe 2 key responsibilities employers have with regards to Display
Screen Equipment regulations.
Outline 4 rights of the individual as outlined in the Data Protection Act.
Outline 2 features of the following legislation:
i.
The Data Protection Act;
ii.
The Copyright, Designs and Patents Act.
Outline 4 principles of good information handling.
3
6
8
Marks
4
4
4
3
3
4
4
6
2
4
4
4
4
265334634
AS
O2/ITfM O2/
New Outcome
1.4
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
Administrative Theory and Practice
PAPER/
SECTION/
Q
2006
2/Q3c
2007
2/Q3d
2008
1/Q1a
2008
1/Q1b
2008
2/Q5c
2009
2/Q2a
2009
2/Q2b
2009
2/Q4a
2009
2/Q4b
2010 1/Q4
2010
2/Q5a
2011 1/Q1
2011 1/Q2
2011
2/Q2c
2012 1/Q1
2012 1/Q2
2012
2/Q2d
2013 2/1b
2007
2/Q4c
22
2006
2/Q2c
2006
2/Q3b
2007 1/Q1
23
2007 1/Q5
20
21
24
25
26
2007
2/Q5d
2008
1/Q1c
2008
1/Q1d
27
2008
2/Q4c
28
2009 2/3a
29
2009 2/3c
Marks
Explaining how modern IT has had an impact on working practices
Describe and justify 2 working practices that could be introduced which would
reduce high staff turnover
Justify an organisation’s decision to change from an open plan layout to a
traditional cellular layout.
Outline 4 flexible working practices which may exist in an organisation.
Discuss the impact of flexible working practices on the modern working
environment.
Discuss how office layout can affect productivity.
Outline the benefits of a career break to:
(i) the organisation;
(ii) the employee.
Discuss ways in which flexible working practices can improve the work/life
balance of employees.
Outline decisions taken by an organisation to minimise Sick Building Syndrome.
Describe 2 possible consequences for the employee moving from a cellular to an
open plan office layout.
Discuss the advantages and disadvantages of flexible working for an employer.
Outline the benefits of an organisation’s decision to change from a traditional
cellular office layout to an open plan layout.
Outline 4 benefits of homeworking.
Other than homeworking, describe 3 flexible working practices.
Discuss how productivity is affected by office layout.
6
4
4
8
6
4
8
4
4
6
4
4
6
6
Outline flexible working practices that an organisation could offer.
Describe the impact of flexible working on an organisation.
Describe ergonomic features that would ensure a good working environment.
4
4
6
Describe 3 working practices that could be introduced to reduce staff turnover.
Discuss how developments in ICT have had an impact on:
(i) workflow, and;
(ii) working practices.
Describe the benefits of using a form in a word processing package to collect
data from customers
Describe ways an intranet can assist communication between members of a
team
Outline 2 ways in which organisations can ensure the security of electronic data.
Identify 2 possible consequences of poor data management to an organisation
and discuss the long-term implications.
Describe 3 possible features of a website which would encourage customers to
buy on-line.
Describe ways in which an organisation can prevent computer viruses.
6
Justify the expense of installing electronic safeguards in a computer system.
2
Establishing good practice in electronic file management is important to all
organisations.
Discuss the benefits of this and the consequences of poor file management.
Describe features of a good e-commerce website.
E-mail is an important method of communication.
Discuss the impact of e-mail on an organisation.
4
8
6
6
2
6
6
6
8
6
6
265334634
Administrative Theory and Practice
AS
O2/ITfM O2/
New Outcome
1.4
PAPER/
SECTION/
Q
30
2009 2/5d
31
2010 2/2a
32
2011 1/Q3
33
34
35
36
37
2011
2/Q1b
2011
2/Q2d
2011
2/Q3a
2012 1/Q4
2012
2/Q1b
38
2012
2/Q1c
39
2012
2/Q4a
40
2012
2/Q4b
41
2013 1/Q3
42
43
44
45
46
47
48
49
50
51
52
2013
2/Q1d
2013
2/Q2c
2013
2/Q4c
2013
2/Q4d
2014 1/Q4
2014
2/Q2b
2014
2/Q2d
2014
2/Q4c
2014
2/Q4d
2014
2/Q5a
2014
2/Q5c
Marks
Explaining how modern IT has had an impact on working practices (cont.)
Compare the use of a database and a spreadsheet for storing and analysing
information.
Suggest and justify 2 methods of ensuring the security and confidentiality of
electronic information.
Discuss the factors regarding IT that need to be considered for employees who
want to start working from home.
Discuss the advantages and disadvantages of e-commerce to an organisation’s
customers.
Suggest and justify 3 features of presentation software which a speaker would
find useful.
Outline 4 features of an intranet within a school.
Justify the use of database software to store employee records.
Describe how developments in ICT have had an impact on workflow.
One potential disadvantage of a network is that viruses can spread very quickly.
Discuss the consequences and implications of an organisation failing got protect
its network.
Integrity of data is about keeping data secure from human error or malicious
intent.
Outline 3 ways of ensuring data integrity.
Justify the decision to introduce an e-commerce facility.
4
4
8
6
6
4
3
6
8
3
3
Describe 3 software applications that can be used by an Administrative
Assistant.
Justify the need for staff details to be held in a relational database.
6
Discuss the advantages and disadvantages of using the internet as a source of
business information.
Discuss how effective data management can be ensured within an organisation.
8
Justify the introduction of a centralised IT department.
2
Compare audio conferencing with video conferencing.
Describe 3 possible features of a website which would encourage customers to
buy online.
Justify the expense to an organisation of introducing an intranet.
2
6
Discuss the positive and negative effects of using e-mail in an organisation.
8
Justify the decision to change to an open-plan office.
2
Outline 4 features of presentation software.
4
Discuss the impact of flexible working practices on employee well-being.
8
5
2
8
2
265334634
AS
05/
New
Outcome
2.1
1
2
3
Administrative Theory and Practice
PAPER/
SECTION/ Q
2006 1/Q1
2007 2/Q1c
2008 1/Q2d
4
2008 1/Q3c
5
2009 1/Q3
2009 2/Q1
a
2010 1/Q3
2011 2/Q4b
2012 2/Q2c
2012 2/Q5b
2013 2/Q1a
2014 2/Q2c
6
7
8
9
10
11
12
AS
05/
New
Outcome
2.2
PAPER/
SECTION/ Q
1
2006 1/Q2
2
2006 2/Q2d
3
2007 1/Q4
5
6
2009 2/Q1
b
2010 1/Q1
2010 1/Q2
7
2011 2/Q3
8
9
10
2011 2/Q4a
2012 2/Q3b
2013 2/Q2a
11
2013 2/Q2b
12
13
14
2013 2/Q2d
2013 2/Q3d
2013 2/Q5d
15
2014 2/Q1a
4
Explaining benefits of good, and consequences of poor, customer care
State 2 benefits to the organisation of having an effective customer service policy
Discuss policies which might be included in a Customer Service Strategy.
Outline the benefits of dealing with customers face-to-face.
Discuss good practice an organisation would adopt to ensure complaints are
handled effectively.
Justify why customer satisfaction is important to an organisation.
Outline 2 features of a Mission Statement and justify the importance of this
statement to the organisation.
Describe 3 consequences, and their implications, of poor customer service.
Discuss the importance of good customer service to an organisation.
Justify the expense of training Administrative Assistants in customer care.
Describe the areas that might be covered by a Customer Service Strategy.
Outline 4 support systems that could be implemented to improve staff welfare.
Discuss good practice to ensure complaints are handled effectively.
Describing a mechanism for monitoring and evaluating the quality of customer
care
Describe and justify 2 methods of market research to ensure that an organisation
is meeting customer expectations
Suggest and justify 2 ways customers can provide feedback to a supermarket
It is important to maintain communication links with customers in order to
ensure quality of service.
Compare 2 ways of communicating with customers to monitor satisfaction levels.
Outline 4 factors to be considered to ensure internal customer satisfaction.
Outline 3 areas of customer service that a mystery shopper might investigate.
Compare the use of a mystery shopper with a customer focus group.
Describe 3 methods a company may use to gather information about customer
satisfaction.
Outline 4 reasons given by customers for not complaining.
Describe 3 methods of researching customer satisfaction levels.
Outline the benefits of dealing with customers face to face.
Describe the following methods of research used by Customer Services:
 Mystery shopper
 Loyalty cards
 Customer focus group.
Justify the importance of customer satisfaction to an organisation.
Justify the importance of a mission statement to the organisation.
Justify the need for a complaints policy.
Outline 4 methods of field research to ensure than an organization is meeting
customer expectations.
6
Marks
2
8
4
8
4
4
6
6
2
6
4
8
Marks
6
4
4
4
3
2
6
4
6
4
6
2
2
2
4
265334634
Administrative Theory and Practice
The following questions are from the old AS Outcome 4 (Meetings). Although not covered in the new Higher,
document layout is along with the use of technology such as video conferencing is. Therefore some of these
theory questions may be useful in helping pupils to understand the theory behind these issues.
1
2
3
5
2007 2/Q5c
2008 1/Q2c
2010 2/Q4a
2010 2/
Q4c i
2011 2/Q3c
6
2011 2/Q5d
7
8
9
2012 2/Q5d
2013 1/Q5
2014 2/Q3c
10
2014 2/Q3b
4
Discuss how technology has had an impact on the conduct of the meetings.
Justify why some teams use Action Minutes.
Outline 2 standard items in an agenda and justify their inclusion.
6
2
4
Justify the use of Action Minutes.
Discuss the impact of technology on the organising and running of meetings.
Outline the use of 2 documents relating to a formal meeting and justify their
importance.
Justify the use of remote meetings.
Compare Action Minutes and Formal Minutes.
Discuss the use of technology during a meeting.
Describe the following documents:
 Notice of meeting
 Agenda
 Minutes of meeting.
2
8
7
4
2
2
8
6