Administration Services
These are sample questions from the NQ HAD Course.
Outcome 1 - Set 1
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
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.
