Exam Style Questions (NQ)

Administration Services

These are sample questions from the NQ HAD Course.

Outcome 1 - Set 1

SOLUTIONS - EXAMPLE ANSWERS

SQP Q1b(i) – 4 marks
Suggest the information to be included in a job description and a person specification for the post of an Administrative Assistant.

2007 Q1a – 4 marks
Describe 2 methods used by individuals to ensure their work targets are met.

2011 Q1c – 6 marks
Describe 3 long-term implications for a senior manager who fails to delegate tasks to his team.

2012 Q1d – 2 marks 
Justify the need for the Senior Administrative Assistant to have excellent IT skills.

 

Outcome 1 - Set 2

SOLUTIONS - EXAMPLE ANSWERS

2008 CSQ2 - 6 marks
Describe 3 ways in which a team may be affected by poor leadership.

2010 Q4d - 6 marks
Describe 3 features of an effective team.

2010 Q1c - 4 marks
Outline 4 benefits of good leadership.

2012 Q5c - 8 marks
Discuss the advantages and disadvantages to an individual of working as part of a team.

 

Outcome 1 - Set 3

SOLUTIONS - EXAMPLE ANSWERS

2006 Q1c - 4 marks
Compare the day-to-day duties and responsibilities of a senior administrative assistant with those of a junior administrative assistant.

2007 Q2a - 4 marks
“Successful teams need effective leaders.”
Outline 4 qualities of an effective leader.

2009 Q1d - 4 marks
Identify 2 time stealers and for each suggest how these can be avoided.

2013 Q3a - 4 marks
Outline 4 ways a team leader may monitor the progress of a project.

2013 Q4a - 4 marks
Outline 4 features of effective targets.

 

Outcome 2 - Set 1

SOLUTIONS - EXAMPLE ANSWERS

SQP Q1a - 4 marks
Compare job share and part-time working practices.

2010 CS Q4 - 6 marks
Discuss the advantages and disadvantages of flexible working for an employer.

2013 Q1b - 6 marks
Describe 3 working practices that could be introduced to reduce staff turnover.

 

Outcome 2 - Set 2

SOLUTIONS - EXAMPLE ANSWERS

2009 Q4b - 4 marks
Describe 2 possible consequences for the employee moving from a cellular to an open plan office layout.

2010 Q5a - 4 marks
Outline the benefits of an organisation’s decision to change from a traditional cellular office layout to an open plan layout.

2012 Q2d - 6 marks
Describe ergonomic features that would ensure a good working environment.

 

Outcome 2 - Set 3

SOLUTIONS - EXAMPLE ANSWERS

2007 Q2d - 4 marks
Describe 2 methods of communicating to employees changes in health and safety legislation.

2010 Q1d - 6 marks
Describe 3 ways in which an organisation can inform employees of changes to procedures.

 

Outcome 3 - Set 1

SOLUTIONS - EXAMPLE ANSWERS

2010 Q1a - 4 marks
Identify 2 examples of items that would be included in a person specification and justify the purpose of this document in the interview process.

2012 CSQ3 - 6 marks
Discuss advantages and disadvantages of using an agency in the recruitment and selection process.

2013 Q1c - 8 marks
Organisations interview applicants as part of the selection process.
Discuss additional methods of selection that may be used to help choose the best candidate.

 

Outcome 3 - Set 2

SOLUTIONS - EXAMPLE ANSWERS

2007Q3b - 4 marks
Outline benefits to an organisation of outsourcing the recruitment process.

2011 Q4d - 4 marks
Justify the need for an appraisal system as part of the staff development process.

2012 CSQ5 - 3 marks
Compare in-house and external training.

2012 Q4d - 8 marks
Discuss the support systems which may be provided by Human Resources to enhance staff welfare.

 

Outcome 4 - Set 1

2013 CSQ5 - 2 marks
Compare Action Minutes and Formal Minutes

2012 Q2d - 2 marks
Justify the need for an effective chairperson at a meeting

2012 Q3d - 8 marks
Discuss the impact of technology on the organising and running of meetings

2011 Q4c(ii) - 4 marks
Select and outline the following meeting terms

  • Abstain
  • Casting vote
  • Ballot
  • Unanimous

 

Outcome 5 - Set 1

2013 Q2b - 6 marks
Describe the following  methods of research used by Customer Services:

  • Mystery Shopper
  • Loyalty Cards
  • Customer Focus Groups

2013 Q5d - 2 marks
Justify the need for a complaints policy.

2009 Q1b - 4 marks
Outline 4 factors to be considered to ensure internal customer satisfaction.