SQA

X214/12/01

*X214/12/01* ©

ADMINISTRATIONHIGHERPaper 1

SECTION 1

This section should take you approximately 30 minutes.

Read the passage then answer the questions that follow.

ALL questions should be attempted.

SECTION 2

This section should take you approximately 50 minutes.

Answer any two questions.

N A T I O N A LQ U A L I F I C A T I O N S2 0 1 4

F R I D A Y , 9 M A Y9 . 0 0 A M – 1 0 . 2 0 A M

[X214/12/01]

SECTION 1

ALL questions should be attempted.

Understanding the Importance of Teamwork

The message from employers is clear: academic qualifications alone are not enough. They want to see evidence of your employability skills —the competencies that will enable you to contribute well in the workplace. What better place to start than with teamwork?

Teamwork is the co-operative effort by a group of people to achieve a common goal. Good teamwork does not necessarily require good interpersonal relationships or friendships. Rather, what is required is behaviour that results in better team performance.

The concept of teamwork is extremely important to the success of any team. Teamwork and unselfishness create the backbone of a great team, without them a team cannot realistically compete. You can have a team of superstars, but if they do not work well as one unit, chances are they are not going to be successful. The team working as one cohesive unit is going to be the key to their success. Every member of the team is accountable when it comes to teamwork.

To succeed at the task, everyone involved needs to combine their efforts. If everyone does their job well, then it increases what the team can accomplish. Everyone has their own unique role, but each person’s individual role must be recognised and appreciated.

Teamwork is something that must be given a high priority and constant attention.

QUESTIONS

Answer ALL the questions, 1–5.

1. Outline 4 skills you would expect to see in an effective team leader.

2. Describe the following 3 documents used in the recruitment and selection process:

• Application form• Job description• Person specification.

3. Discuss the benefits of an effective team.

4. Compare audio conferencing with video conferencing.

5. Justify the decision to employ an Administrative Assistant on a fixed term contract.

Marks

4

6

6

2

2

(20)

Page two

[X214/12/01]

SECTION 2

Answer any TWO questions.

1. (a) Outline 4 methods of field research to ensure that an organisation is meeting customer expectations.

(b) Describe 3 methods of monitoring and controlling targets.

(c) Discuss the advantages of a successful staff appraisal to the employee and the organisation.

(d) Justify the provision of a staff counselling service in an organisation.

2. (a) Outline the benefits of out-sourcing administrative services.

(b) Describe 3 possible features of a website which would encourage customers to buy online.

(c) Discuss good practice to ensure complaints are handled effectively.

(d) Justify the expense to an organisation of introducing an intranet.

3. (a) Outline the essential skills/qualities a Senior Administrative Assistant should possess.

(b) Describe the following 3 documents:

• Noticeofmeeting • Agenda • Minutesofmeeting.

(c) Discuss the use of technology during a meeting.

(d) Justify the decision to send staff to be trained externally rather than internally.

Marks

4

6

8

2

(20)

4

6

8

2

(20)

4

6

8

2

(20)

Page three

[Turn over for Questions 4 and 5 on Page four

[X214/12/01] Page four

Marks4

6

8

2

(20)

4

6

8

2

(20)

4. (a) Outline 4 principles of good information handling.

(b) Organisations use information in order to make decisions.

Describe the following:

• Secondaryinformation • Externalinformation • Qualitativeinformation.

(c) Discuss the positive and negative effects of using e-mail in an organisation.

(d) Justify the decision to change to an open-plan office.

5. (a) Outline 4 features of presentation software.

(b) Describe 3 time management techniques.

(c) Discuss the impact of flexible working practices on employee well-being.

(d) Justify the need to carry out a job analysis prior to advertising a vacancy.

[END OF QUESTION PAPER]

SQA

X214/12/02

*X214/12/02* ©

ADMINISTRATIONHIGHERPaper 2

You have 1 hour 20 minutes to complete this paper. No alterations can be made to tasks after this time. However, if you do not have the opportunity to print out all/any of the material during this time you will be given time at the end to do so.

1 60 marks are allocated to this paper.

2 Your name should be displayed on all work submitted. Key in your name on each printout.

3 At the end of the examination, place your printouts inside the envelope provided. Hand the envelope to the Invigilator.

N A T I O N A LQ U A L I F I C A T I O N S2 0 1 4

F R I D A Y , 9 M A Y1 0 . 4 0 A M – 1 2 . 0 0 N O O N

[X214/12/02]

INFORMATION FOR CANDIDATES

You work for Prestige Events. Its main business is organising a variety of events which can include conferences, tours and accommodation.

Many of their clients are travelling to Glasgow for the Commonwealth Games. For this event the company is organising tickets to the games, tours of Scotland and has sourced a number of properties which can be rented.

You report directly to Deanne Hoy, Events Manager, who has asked you to complete a number of administrative tasks for her today.

The e-files that you will require to complete these tasks are stored in a folder called PRESTIGE EVENTS.

Familiarise yourself with these files before starting the tasks.

Please ensure that your name appears on every printout.

Page two

[X214/12/02]

MEMORANDUMTO Events Management Assistant

FROM Deanne Hoy, Events Manager

DATE 9 May 2014

SUBJECT Administrative Tasks

1. (a) I have received an e-mail from Mr Robinson who is interested in renting one of our properties for the Commonwealth Games. He will be accompanied by his wife and 2 sons, one of whom is in a wheelchair. Mr Robinson indicated that he is willing to spend between £1,300 and £1,600.

Find and print all available properties that would be suitable for the family showing Property ID, Maximum Occupancy, Rental Cost, Features, Bedrooms and Agent Name.

(b) We are about to launch an advertising campaign to promote our properties. For each type of property find the lowest price and the number in each category.

Print this information.

(c) All agents receive 6% commission on every property which they have rented–—calculate the commission due on each property.

Show this information in a report grouped by Agent. Include Property ID, the total commission due to each agent and the overall amount to be paid. Make the labels more meaningful.

Print the report with an appropriate heading and insert a report footer containing the words “FOR THE ATTENTION OF THE ACCOUNTS DEPARTMENT”.

Page three

[Turn over

[X214/12/02] Page four

2. (a) Complete the worksheet entitled Tour Bookings. Print a value view on one page and a formula view on one page. The information relating to Booking Reference, Discount Code and No in Party is not required.

(b) Senior Management have asked that we closely monitor the profitability of all the tours we currently offer. Use the information from the Tour Bookings sheet to find the Total Net Income for each tour. Indicate whether or not the tour is operating at a Profit or Loss and complete the Profitability Breakdown.

Print a value view on one page and a formula view on one page.

(c) The company has started the process of invoicing clients whose properties we have rented as part of our Commonwealth Games promotion. Prepare the Invoice for Maria Fisher by finishing the Management Invoice worksheet.

Print a copy of the Invoice in value view and formula view. Do not include the Fees table.

[X214/12/02] Page five

3. An information leaflet regarding tours on offer to our clients has been created. Use the instructions below and the comments in the file to complete the leaflet. Delete all comments once actioned.

Create a front page with our letterhead, the first heading and paragraph. Enhance this page.

Remove the watermark and justify pages 2 and 3.

Key in the following paragraph after the information on Fore in Fife.

Auld Reekie

A chance for you to visit the nation’s capital city of Edinburgh where you will experience Scotland’s number one tourist attraction – Edinburgh Castle. For the remainder of the day you can choose between a number of activities such as The National Gallery of Art, the Scottish Parliament or the shopping delights of Princes Street.

Insert the table showing tour prices at the appropriate place. Add a new row for the Ghosts and Ghouls tour, the price is £9.50 and the meal is £10.00. Sort the table in order of tour name.

Insert Prestige Tours as a header on the left hand side of page 2 and the right hand side of page 3. The headers should be separated from the main text by a border.

Print the information leaflet on 3 pages, showing page numbers in the footer on pages 2 and 3 only.

[END OF QUESTION PAPER]

[BLANK PAGE]

[BLANK PAGE]

[BLANK PAGE]

SA

X214/12/12

*X214/12/12* ©

ADMINISTRATIONHIGHERPaper 2Instructions to Teachers/Lecturers

N A T I O N A LQ U A L I F I C A T I O N S2 0 1 4

F R I D A Y , 9 M A Y1 0 . 4 0 A M – 1 2 . 0 0 N O O N

[X214/12/12]

Instructions to Teachers/Lecturers

PRIOR TO THE EXAMINATION

The following files are to be created and saved using the file names indicated. This will enable the candidate to access the required information necessary to complete the tasks. All files may be adapted to suit your centre’s housestyle provided no additional information is given to candidates. Margins should be in accordance with your centre’s housestyle.

Note: Filenames need not be shown on master printouts.

Teachers/Lecturers should ensure that candidates CANNOT access files prior to the examination.

These files should be stored in a folder named PRESTIGE EVENTS.

RENTALS — this is a relational database file with 3 tables: PROPERTIES, ACCOMMODATION and AGENTS.

PROPERTIES – 30 records ACCOMMODATION – 9 records AGENTS – 3 records

Font for each table is – Calibri 11

Primary Keys and Relationships should be set as indicated.

LETTERHEAD — This is a word processing file and should be presented as shown.

Name of business in Century Gothic 22 Bold with Shadow.

Remainder of text Century Gothic 10

Saltire (or similar graphic)

TOURS — This is a workbook of 4 sheets.

• Discounts • TourBookings • ProfitabilityBreakdown • ManagementInvoice

Tabs may be coloured to aid students.

• Discounts • TourBookings • ProfitabilityBreakdown

Management Invoice

Heavy border round invoice

Cells A1:D7 – letterhead to be inserted

Row 9 – double height, shaded with heavy border top and bottom

Text – Calibri 12 bold

Page two

Headings Comic Sans 10 bold

Text Comic Sans 10

[X214/12/12] Page three

Instructions to Teachers/Lecturers (continued)

TOURS — Text for invoice Calibri 10 bold and Calibri 10

Shading and borders as shown.

Cells formatted for text except:

Date format in D10

Number format in D11 and D12

Currency format in Amount Due column.

Text for fees table Main heading – Times New Roman 16 Bold

Text – Times New Roman 11

TOUR PRICES — This is a word processing file and should be presented as shown.

Data presented in a table

Calibri 12

Single line spacing

Headings row bold and shaded

Currency right aligned

INFORMATIONLEAFLET — This is a word processing file and should be presented as shown.

Times New Roman 11

Margins 25 mm

Single line spacing with clear line before and after headings and paragraphs

Headings in bold and capitals

Sub-headings bold

3 comments to be inserted

Watermark –“DRAFT” to be inserted

Line endings and page breaks may be different from those shown.

[X214/12/12] Page four

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[X214/12/12] Page five

Dat

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[X214/12/12] Page six

Database: ACCOMMODATION

[X214/12/12] Page seven

Database: AGENTS

[X214/12/12] Page eight

Word Processing: LETTERHEAD

[X214/12/12] Page nine

Spreadsheet file: TOURS

123456

A B CDiscount Code Description Discount AmountCWGT Commonwealth Games Tenant £25GTNP Glasgow Times Newspaper Promotion £10VSWV Visit Scotland Web Voucher £15HBBF Hotels and BB's Flyer £5ZZ No discount £0

A B CA B CA B C123456

Worksheet: DISCOUNTS

[X214/12/12] Page ten

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[X214/12/12] Page eleven

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29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56

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[X214/12/12] Page twelve

Spreadsheet file: TOURS

12

345678910111213141516

A B C DPROFITABILITY BREAKDOWN

Tour NameCost of Operating Tour Total Net Income Profit or Loss?

For Auld Lang Syne £420.00Monster Spotting £575.00Fore in Fife £450.00Auld Reekie £525.00Whisky Galore £715.00Discover Dundee £250.00Knights Time £360.00Scottish Heroes £320.00Skyes the Limit £775.00Ghosts and Ghouls £195.00

No of tours showing a profitNo of tours showing a loss

A B C DA B C DA B C DA B C D12

345678910111213141516

Worksheet: PROFITIBILTYBREAKDOWN

[X214/12/12] Page thirteen

Spreadsheet file: TOURS

Worksheet: MANAGEMENT INVOICE

[X214/12/12] Page fourteen

Word processing: TOUR PRICES

TOUR  PRICE  OPTIONAL MEALS PRICE WITH MEALS Scottish Heroes  £24.75 £18.00 £42.75 Auld Reekie  £21.50 £15.00 £36.50 Fore in Fife  £35.00 £16.00 £51.00 Monster Spotting  £46.00 £34.50 £80.50 Discover Dundee  £25.75 £14.00 £39.75 Whisky Galore  £55.00 £22.00 £77.00 For Auld Lang Syne  £19.50 £14.00 £33.50 Skyes the Limit  £101.50 £75.00 £176.50 Knights Time  £30.00 £13.00 £43.00 

[X214/12/12] Page fifteen

Word Processing: INFORMATION LEAFLET

[X214/12/12] Page sixteen

Word Processing: INFORMATION LEAFLET (Continued)