Principles of Business and Administration Start Date: End …€¦ · · 2017-05-17The Intermediate Level Apprenticeship in APPRENTI˜KIT Name: ... Unit 2, Caldwell Industrial Estate,

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T h e I n t e r m e d i a t e L e v e l A p p r e n t i c e s h i p i n

A P P R E N T I - K I T

Name:

Learner N°:

Assessor/IQA:

Start Date:

End Date:

Pr inc ip les o f B u s i n e s s a n d A d m i n i s t r a t i o n( D i p l o m a )

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Understand how to prepare business documentsDescribe different types of business documents that may be produced and the format to be followed for each

Businesses use a variety of different types of documents to communicate information internally and externally. These include:

• business letters

• business forms

• reports

• emails

• minutes of meetings

• tables, graphs and charts

• instructions

• electronic documents

• promotional material

You may come across others, but these are the main ones that will be looked at here.

Business letters

Letters are usually used to communicate with people or organisations outside the business, though sometimes formal internal matters – such as staff disciplinary proceedings – might be communicated by letter. Before email came into use, letters were the main way for businesses to communicate with customers and suppliers when they wanted to put something in writing, and some businesses still use letters for issues such as complaints and legal matters.

Letters need to show the address of the sender and the recipient, the date, a salutation (a ‘hello’ to the recipient), paragraphs with the content of the letter and a close and signature. Most business letters will be printed on headed paper that will already have the business’s name and address on it. The following is an example. Continue to the next page.

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Example of a business letter

AquatestWater Treatment EngineersUnit 2, Caldwell Industrial Estate, Anytown AA1 1AATelephone: 0111 666666

Mr B ConwayGreen FarmDalewayBB1 1BB

Dear Mr Conway

We have carried out tests to your spring water supply as requested and now have detailed results available for you. As agreed in our initial discussions, if you would like to call me, I can arrange a convenient time to come and discuss these with you. We can also discuss any potential solutions for managing the water quality on your farm.

I look forward hearing from you.

Yours sincerely

Harry Greenway

Harry GreenwayEngineerMobile no: 0999888777

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When you are writing a business letter, you should normally sign off with ‘Yours sincerely’ if you have begun the letter with the individual’s name (Dear Mr/Mrs….). If you do not know the person you are writing to, you might start the letter to ‘Dear Sir or Madam’. In this case, you would sign off the letter with ‘Yours faithfully’ and your name at the end instead of ‘Yours sincerely’.

Business forms

Many businesses use forms as an organised way to gather information. You have probably filled in a form at some time. This might have been an order form for something you wanted to buy or an application form for a job or a passport or driving licence. Businesses use forms so that they can collect the same type of information from lots of different individuals or organisations. For example:

• an order form will collect the name and address details of the customer and details about the type and quantity of goods they want to order. This enables the business to send the customer the goods they want.

• a job application form will collect details about a job applicant such as name, address, qualifications and previous experience. This enables the business to compare applicants and see who is best for the job.

On the next page there is an example of an order form. If you want to see an example of a job application form, try searching the internet for one.

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Example of an order form

Your Company

Your streetYour town

Your countyPostcode

Your logo here

Order

Name: Date:

Delivery address:

Postcode:

Quantity Description Price

Total £

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When designing forms, businesses will need to decide what information they need to collect for the task they are carrying out.

Reports

Business reports are used as a formal way to present information to people within the business, or to clients/customers of the business. A business report sets out information in a logical way. Reports can often be the result of research projects and draw conclusions, present findings and make recommendations. They have a very structured format.

• Title – the title should explain clearly what the report is about and should include a date. Title pages will usually also show who prepared the report. This could be an individual, project team or working party, for example.

• Terms of reference – these say who requested the report and why, describe the purpose of the report, explain how the information was put together, detail any links to other reports and describe any limitations (i.e. anything that the report doesn’t cover that it might be expected to cover).

• Findings – this section is divided into numbered subsections with a key point in each one that is clearly explained. It should contain factual information. If the report involves a costing exercise, then costs may be in this section or there may be a separate cost section.

• Conclusions – the conclusion should be a summary of the main points of the report and should link back to the terms of reference.

• Recommendations – the recommendations set out what should be done as a result of the findings or may give a number of options. The section should also cover why it should be done and who should do it.

• Appendices – where there are large amounts of detailed research findings and notes, these are usually included as an appendix to the main report and summarised in the findings section. Appendices might also include a glossary of technical terms used or a summary of scientific formula to assist non-technical/scientific readers of the report.

• Bibliography – all books, journals, websites and other publications used should be listed in a bibliography. If you are preparing a bibliography, you should check the format you need to use for this, as there are a number of different styles. Many organisations use Harvard referencing style, but there are others.

Long reports might also have:

• a contents page with page numbers – this makes it easier to find your way around.

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• an executive summary – sometimesyou might see an executive summaryor management summary at the startof a long report. This is just a summaryof the main findings and conclusions ofthe report. Its purpose is to give busymanagers a flavour of the report so theycan see if it is relevant to them withoutthem having to read the whole report,or for managers who only need to knowthe main findings.

Emails

Emails have probably become one of the main ways of communicating in business. The format is partly dictated by the email software used in that you must complete the recipient’s email address, the sender’s address (this might be completed automatically) and there is usually a line for a subject. Unfortunately, business emails are sometimes too informal when it is not appropriate. Unless you are writing to a colleague or customer that you know very well, it is best to be quite formal and follow business email rules.

• Use a subject that correctly describeswhat the email is about.

• Use a greeting, usually ‘Dear’, just asyou write in a letter. You can use ‘Hello’ to be a little less formal.

• Use the person’s name ‘Mr…’ or ‘Ms…’ unless you know them well enough, orhave been asked to call them by theirfirst name.

• Avoid using acronyms such as ‘lmk’ (letme know), ‘ttyl’ (talk to you later) andavoid typing in capitals, which is theequivalent of shouting.

• Don’t add smileys or emoticons tobusiness messages as they don’t lookprofessional.

• Sign off with ‘Best regards’, ‘Regards’,‘Kind regards’, ‘Best wishes’ orsomething similar.

• Put your name at the bottom. Youmay also add your position, telephonecontact and other details. Your emailsystem may have the option of addinga signature block with details that areadded at the end of each email, but trynot to make this too big.

If you get into an email conversation with someone where you are sending replies back and forth, it’s then acceptable to drop the formal greetings and sign-offs for that conversation.

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Minutes of meetings

Minutes are a record of what happened at a meeting. Usually 1 person is asked to take the minutes. If the meeting is a formal meeting (say of a committee or project team), there will usually be a secretary whose role it is to take minutes. In other meetings, a person may have to be selected to take on the role. Minutes should record:

• title/purpose of the meeting• date and time – start and end times

should be recorded• place of the meeting• name of the chairperson or meeting

leader, secretary and any other speakersor officers

• names of those attending the meeting• apologies from those invited who were

not able to attend• where there are matters to be voted on

and there is a requirement for a quorum(a particular number of people to bepresent to carry the vote) it should berecorded whether there is a quorumpresent

• any matters arising from previousmeetings – where the meetings areregular, these are items broughtforward or arising from the minutes ofthe previous meeting

• record of the meeting including anybusiness discussed and any motions putforward and voted on

• any action points from the meetingincluding names of those responsiblefor carrying out actions

• details of the next meeting• signature of the minute taker

Minutes may be written by hand during the meeting or typed up, but will usually be typed or tidied up following the meeting and then sent out to all the participants for their approval.

Tables, graphs and charts

If you need to presentnumerical or technicalinformation at work, often the best way todo this will be in the form of a table, graph or chart. Which you use will depend on the information you are presenting.

Tables are useful for presenting information such as different price options for products or for timetables for events, transport options, etc. Tables should be clearly labelled so that users can see what the options are. On the next page is an example of a table of price plans for a website hosting service.

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Web Hosting Price Options

Personal

For personal websites

Business

For small businesses

Business +

For growing businesses

£2.99/month £9.99/month £19.99/month

Includes Includes Includes

Free domain Free domain Free domain

Choice of 50 personal themes

Choice of 250 business themes

Choice of 250 business themes

1GB disk space 10GB disk space 50GB disk space

150GB Bandwidth 500GB Bandwidth 1000GB Bandwidth

5 business email addresses 20 business email addresses

Mobile site Mobile site

Search engine optimisation

Technical support

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Graphs and charts might be useful to present figures such as sales or profit figures, or compare sales of different products. The important things to remember about charts and graphs are:

• give the chart or graph a suitable titleso that users can see what it represents

• label the chart or graph correctly

• use appropriate scales on axis so thatfigures are not misrepresented ordistorted

Below are some examples of different formats of charts and graphs.

Graph showing average temperatures

Average Temperatures in ˚C

Chart showing 6 months’ sales figures

Sales for 6 months

Pie chart showing the breakdown of an average household shop

Breakdown of an average household shop

Instructions

Instructions are widely used in business to advise employees how to carry out tasks. Many larger organisations use procedure manuals, which set out instructions for all the major tasks that employees need to carry out. Instructions need to be clear and accurate. They are usually:

• set out in bullet or point form

• split into logical steps

• set out in chronological order (fromstart to finish of the task)

• explained in clear, straightforwardlanguage

• may use diagrams or illustrations tohelp explain information

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June July

Augu

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Sept

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Oct

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Nov

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Average temperatures in ˚C

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Meat and �sh

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Drink

Hygiene andcleaning

Clothes

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Janu

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Febr

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Mar

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Apr

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Electronic documents

Presentation and similar software can be used to present electronic documents in business, and so they have been included here with some simple rules for formatting. These are often used as an alternative way of presenting business reports, especially when they are to be emailed or shared electronically.

In presentation software, the document is prepared as a series of slides into which other media such as diagrams, pictures, video, audio and animation can also be embedded.

You will need to adapt your format to the software you are using, but there are some simple rules that you should always follow to ensure that your electronic business documents are professional and businesslike.

• Make sure the document does what itneeds to do: there is a great temptationto use audio, video, animation, etc.because they are available and it isvery easy to clutter your documentwith them. Only use these things ifthey properly support what is in thedocument and are relevant. Otherwiseleave them out.

• Don’t put too much on one page.Especially if using a presentationsoftware, don’t put too much text on

one slide. You have the option with this type of document to make it interactive so that users can click on text to find out more – use this facility to add extra detail rather than squashing too much on to a page.

• Keep it professional: there is a vast arrayof colours, icons and clipart that, if youuse them all, will simply make yourbusiness report look unprofessional.The best way is to keep it simple.

Promotional material

The last group of business documents covered here is promotional materials. Most businesses will produce material that will promote their business to customers. This may include brochures, catalogues, newsletters, advertisements and emails about special offers, for example. All of these will have different formats and there is no set format, but they will have some things in common. They are designed to sell products to customers, so they should:

• set out information about productsand/or services clearly

• be attractive, with pictures ifappropriate

• use appropriate language for theaudience

• use a format that the customer will beable to access easily, e.g. it is no goodsending a spreadsheet if the customerwon’t be able to open it

• clearly explain how the customer canbuy the product/claim the special offer,etc.

• give the customer information they willbe interested in about the product orservice, new products or services, thebusiness and special offers etc.

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Explain the use of different types of information communication technology (ICT) for document production

The main types of computer software used for producing documents are listed below.

• Word processing software – this iswidely used in businesses to produceall sorts of written documents fromletters to reports, for writing up minutesof meetings and preparing lists ofinstructions, etc. Most word processingpackages will have templates that canbe used to set out business documentsand make their preparation easier.

• Spreadsheets – spreadsheets are usedto process numbers. They can be usedas tables to add up numbers such asfor financial records, or can be used toproduce graphs and charts by enteringdata into the spreadsheet.

• Databases – databases are used tostore and manage large amounts ofinformation such as customer records.The information is entered into thedatabase and can be sorted andsearched as required.

• Presentation software – this can beused to prepare presentations for usein meetings or training courses, forexample, or electronic documentsthat can be shared online. Electronicdocuments have the benefit that theycan incorporate video, audio andanimations as well as pictures and textso they may be more useful in someinstances than a paper report.

• Desktop publishing software – thisis a sort of enhanced word processingpackage. It is more flexible than a wordprocessing package for adding pictures,different formats, etc. It also supportsthe sorts of features required forpublishing and printing such as runningheaders and printer’s marks. Desktoppublishing software is often used forpromotional documents.

• Email packages – email software allowsusers to send and receive emails. Mailcan usually be sent and received withdocuments attached, though this canbe controlled by the business whichcan set a limit on the size of documentsreceived. Mail is usually stored on therecipient’s computer or online so that itcan be accessed again if required.

Businesses may use a variety of specialist software, but the packages described above are ones that can and will be used by the majority of employees within a business.

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Explain the reasons for agreeing the use, content, layout, quality standards and deadlines for document production

Before producing any major business document, it is important to agree the details of the document production. This will ensure that the document is produced in the right format, is distributed to the right people, is of the right quality and is relevant and timely.

The main things to agree are:

• use: what the document will be usedfor and who will use it. This will ensurethat the document is written with theneeds of the audience in mind usingthe correct level of language andtechnical detail, and that it is distributedto the right people avoiding anyconfidentiality issues.

• content: what the document shouldhave in it. This will ensure that theinformation contained in the documentis relevant to, and meets the needs ofthe users, and meets the expectationsof, those commissioning the document.

• layout: what the document should looklike. This will ensure the documentconforms to any house style andexpectations of the users and thosecommissioning the document. Itshould also ensure the document iseasy to read.

• quality standards: any standardsthat need to be applied. Thesemight include internal qualitystandards, professional standards orregulatory requirements dependingon the document being prepared.

Agreeing these at an early stage will ensure that the document meets the required standards.

• deadlines: when thedocument should becompleted. If at any timeit becomes apparent thatdeadlines may not be met,this should be highlightedto the relevant parties as soon aspossible.

Explain the importance of document version control and authorisation

With the use of software to produce documents, it becomes very easy to change documents. In addition, where several people may be working on a project and an accompanying document, it can be easy to lose track of the most up-to-date version or to have more than 1 version with different information. This can cause problems, for example, where the wrong version is picked up for decision-making purposes and doesn’t contain the correct information.

It is, therefore, very important that versions of documents are properly controlled and changes are authorised.

• Document version control: documentsare usually numbered and datedto identify the latest version. Olderversions are kept to provide an audittrail of changes

• Document authorisation: changes areonly made by authorised personnelwho ensure that the information iscorrect and maintain the version control

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Explain how the requirements of security, data protection, copyright and intellectual property legislation may affect the production of business documents

There are many legal requirements relating to data and information that may affect the production of business documents. Generally, these issues may affect timescales in producing the documents, and documents may require authorisations or permissions from other persons. The main issues are listed below.

• Data security – it is important that businesses keep their data secure as they rely on it to run the business. The main threats to data are that it could be damaged, or lost or stolen. The main risks while preparing business documents would come from accessing the data and accidentally damaging, copying or losing data, or not taking sufficient care of it so that it is stolen. Business procedures should be in place to prevent these risk.

• Data protection – data protection legislation requires that information is used for limited purposes, in line with people’s rights, is accurate and is stored appropriately. Personal information held under data protection can only be released to persons who require it in the course of business. Any documents using such data would need to comply with data protection and should be authorised by a manager responsible for the data.

• Copyright – most printed material, whether in books, journals, reports or on the web, is copyrighted. This means that someone owns it and you need to gain permission to use the material in other publications. In many cases businesses will have a copyright licence in place that gives them permission to use extracts from most types of publications, but you should always check with the person in charge of copyright for your organisation.

• Intellectual property – this includes the things you write, design or invent as well as the names of products or brands and, like copyright, these can also be protected in law. You may need to seek permission for their use.

Explain how to check the accuracy of business documents

Professional business documents should always be accurate and most documents will go through a number of checks before being released.

• Electronic spelling and grammar checks – most word processing packages and some other software incorporate spelling and grammar checks. These are useful, but you need to ensure that they are set to the correct language, e.g. British instead of American spelling, and be aware that they may not pick up misspelled words that are actual words, e.g. ‘from’ spelt as ‘form’.

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• Proofreading – proofreading is a read through of the document to check for errors. Preferably it is carried out by someone who is not too familiar with the text, but is authorised to read it, so you aren’t breaching confidentiality.

• Author checking – the author should read through a final draft of the document to ensure accuracy

• Calculation checks – all calculations in the document should be checked

Understand the distribution of business documents

Explain how the requirements of security, data protection, copyright and intellectual property legislation may affect the distribution and storage of business documents

You have already learnt about data security, data protection, copyright and intellectual property in the previous section. This section will focus on the effects they may have on distribution and storage.

Security

Business documents need to be securely distributed to ensure that they are not released to unauthorised persons. If they are distributed electronically, the methods used should be secure. Documents should be encrypted before being sent. Documents are not secure if sent by email so sensitive documents should not be sent by email. Most businesses will use secure electronic sites to exchange and distribute documents. For paper documents, private couriers or the Post Office can provide secure distribution.

The storage of documents also needs to be secure. Electronic documents should be also encrypted if sensitive. They may be stored on or offline. They should be backed up and access should be restricted to authorised persons. Archive copies should

be stored off-site. Paper documents need to be stored in fireproof, secure cabinets to which access is restricted.

Data Protection

The distribution of documents with information protected under data protection legislation should be to authorised persons only and only released in the course of business. There are restrictions in data protection legislation over sending information internationally, so this must be complied with. With regards to storage of documents, information under data protection legislation can only be kept for limited amounts of time and so the documents should also be kept for this time. Access to documents in storage must be restricted to authorised persons.

Copyright and intellectual property

Copyright material and intellectual property must be clearly identified in any distributed documents. There may also be restrictions on the length of time that the use of copyright or intellectual copyright is allowed, so this should be considered where documents are stored for long periods. For example, old documents should not be redistributed without rechecking copyrights and intellectual property.

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Describe different types of distribution channels

Documents can be distributed internally or externally and can be either electronically distributed or distributed in a paper format (hard copy).

Documents may be distributed electronically by:

• email, which is often used for internaldocuments and for documents wheresecurity is not really an issue. It is aquick and easy method of distributionthat can be used internally or externallyto send to several recipients at once. Itis low cost, but is not secure.

• document exchange or cloudcomputing. This is a secure way to sendelectronic documents to 1 or a fewpeople. The documents are uploaded

to a secure area and can then be accessed by authorised persons. Cloud computing costs businesses money as it needs to be hosted on a secure server outside the business.

• internal networks and intranets canalso be used to share and distributedocuments within a business.

Paper documents can be distributed internally through internal post systems, though in most organisations, these have largely been replaced by email. Externally, Royal Mail and couriers can deliver documents. Costs will vary depending on the desired timescale for delivery and the distance.

Understand how information is managed in business organisations

Describe the types of information found in business organisations

Business organisations store large amounts of information, which is required for the efficient running of the business, for decision-making and dealing with customers, etc. The main information stored by most organisations includes:

• customer records – these will includenames, addresses, order history,amounts owed and payments made

• financial information –

all the information about the finances of the business including balances of bank accounts, amounts owed and owing, values of stock and assets owned

• statistical data – data about marketshare, production lines, competitoranalyses, numbers of complaints,customer satisfaction, and qualityassurance

• staff information – this will includethe names and addresses of staff,

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information about qualifications and experience, how long they have worked for the business, positions held, training courses attended, details of appraisals, salary details and any grievances or disciplinary action

• suppliers – details of any businesses that supply goods or services including the name, address, goods or services supplied, amounts owed and paid and key contacts

• information about activities – this will depend on what the business actually does but might be details about production, distribution or sales, for example

Explain the need for safe storage and efficient retrieval of information

It is important that information is stored safely. Much of the information that a business will store, information such as customer and staff records, for example, is confidential. Other information is commercially sensitive such as information about the business’s own finances and activities that it won’t want competitors to know.

There are also regulations about retaining records. Both financial records and personnel records have to be retained under legislation.

Most organisations will archive older information, which means they will remove it from the main system and store it securely. However, wherever the information is stored, it must be easy to retrieve so should be stored in a logical, organised manner where it can be accessed if required.

Describe the features of different types of systems used for storage and retrieval of information

Information will usually be stored on databases or similar systems, which should be regularly backed up. Backups may be to cloud, hard drives or tapes, and if a physical form is used, it should be taken off-site for storage. Older data may be archived, but should be available in case it is required. Archives may also be kept on the cloud, hard drives or tapes.

Information retrieval

Access to information should be restricted to authorised users and should be password protected. Security for information systems can also be provided through the use of access keys and cards, which restrict physical access either to computers or areas where computers are operated. Information should be capable of being retrieved through searches. Good management of information will ensure that information is searchable.

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Describe the legal requirements for storing business information

There are some legal requirements for the storage of information.

• Data protection legislation requires that information is only kept for the minimum time required, that access is restricted to authorised personnel and that it is regularly updated to ensure that it is accurate. Once the data is no longer required, it should no longer be kept.

• Accounts and financial records by law have to be kept for 6 years.

• Personnel records should be kept for at least 6 years after the individual has left the business (this is the time limit for any legal claims).

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Understand how to prepare business documents

Q1 -

Complete the table below to describe the different types of business documents that may be produced and the format to be followed for each.

Document Type Description Format

Letter

Report

Minutes

Forms

I n d e p e n d e n t E n q u i r e r sR e f l e c t i v e L e a r n e r s

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Q2 -

Explain what ICT package(s) should be used for the following documents and why?

I n d e p e n d e n t E n q u i r e r s

Document: presentation

What package(s) will be used and why:

Document: a report (including pie charts)


Document: minutes of a meeting


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Q3 -

Explain why it is important to agree the following when producing business documents

C r e a t i v e T h i n k e r s

Its use

Its content

Its layout

Its quality standards

Its deadline

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Q4 -

Explain why it is important to agree the following when producing business documents


Document version control

Authorisation

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Q5 -

Explain how each of the following considerations impact on producing, distributing or storing business documents


Producing documents

Security legislation Data protection legislation

Copyright legislationIntellectual property legislation

Distributing documents



Storage of documents



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Q6 -

Explain the different checks that may be completed to ensure the accuracy of business documents

I n d e p e n d e n t E n q u i r e r sR e f l e c t i v e L e a r n e r s

S e l f M a n a g e r s

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Understand the distribution of business documentsQ7a -

Define the term ‘distribution channel’


Q7b -

Describe TWO types of distribution channel.


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Understand how information is managed in business organisationsQ8 -

Describe the types of information gathered and retained by your organisation.

I n d e p e n d e n t E n q u i r e r sS e l f M a n a g e r s

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Q9 -

Explain why the following are important in relation to the storage and retrieval of information in an organisation:


restricting and password protecting access to information

ensuring all information is stored securely

ensuring all information can be retrieved efficiently

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Q10 -

Describe the features of TWO systems that can be used for the storage and retrieval of information.


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Q11 -

Identify which piece of legislation covers the storage of business information and describe the main requirements of this legislation.


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Notes

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Notes

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Highfield Unit MappingThe following mapping reference provides a guide for assessors on suggested coverage of unit criteria within this kit. Where indicated on the Unit Kit Question column with a QXX, this refers to a question within the kit that could provide coverage for the identified criteria. However, it should be noted that it is still the responsibility of the assessor to ensure the answer provided by the learner is of the appropriate standard to meet the criteria in full. For those criteria that have no Unit Kit Question linked, further assessment guidance is provided below.

Learner’s name:

Centre’s name:

Principles of business document production and information management (T/506/1901)

UnitCriteria Unit Kit Question Additional Evidence

1.1 Qu. 1

1.2 Qu. 2

1.3 Qu. 3

1.4 Qu. 4

1.5 Qu. 5

1.6 Qu. 6

2.1 Qu. 5

2.2 Qu. 7

3.1 Qu. 8

3.2 Qu. 9

3.3 Qu. 10

3.4 Qu. 9, 11

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Assessment Confirmation

Quality Assurance Confirmation

Learner’s name:

IQA’s name (if sampled):

Assessor’s name:

EQS’s name (if sampled):

Learner’s signature:

IQA’s signature (if sampled):

Assessor’s signature:

EQS’s signature (if sampled):

Note: No further assessment evidence guidance is required, as all criteria within this unit are linked to the questions within the kit. If assessors wish to supplement this learner evidence further, they may do so and map this in the Additional Evidence column above.