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How to pass Business Administration. Level 2 Instructor: Ms. Evelyn Chen 陳 怡 菁. Chapter 3. Work environment & controls. Scenario Q 1. MEMORANDUM To Office Administrator From Heather Lewis, the Admin. Manager Date 23 November 2011

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how to pass business administration

How to pass Business Administration

Level 2

Instructor: Ms. Evelyn Chen 陳 怡 菁

chapter 3

Chapter 3

Work environment & controls

scenario q 1
Scenario Q 1.


To Office Administrator

From Heather Lewis, the Admin. Manager

Date 23 November 2011

It has been decided that the layout of our offices

is to be redesigned. The traditional office layout

which we have at present is to be changed to

open-plan design. Please let me have a memo

giving the disadvantages of the traditional office

layout and the advantages of open-plan design.

Please also list situations that can lead to the

most effective workflow.


Traditional Offices


  • Security
  • More privacy- private discussions, meetings, and interviews
  • Ideal for specialized work that requires concentration


  • Status symbol
  • Walls taking up more space
  • Decoration is more expensive
  • Need to install security devices
  • Difficult to supervise staff
  • Difficult to promote team work
Open-plan Offices


  • Security
  • Easy communication
  • Centralize services and share equipment
  • Decoration is cheaper.
  • Using space more cost-effectively
  • The layout of the office can easily be changed.


  • Noisier.
  • More distracting
  • The more computer printers, the more acoustic hood will be needed.
  • The security of confidential material is decreased.
  • Not likely to speak anything confidential
  • Disagreement about the temperature
  • Ailments spread quickly and easily.
Workflow will be most effective when:

1. staff have to walk the least distance to access equipment which they need

2. switches for changing heating and lighting are easily reached

3. it is easy for staff to move between areas

4. equipment such as a photocopier is sited in a central location for staff

5. documents and relevant publications are stored in such a way that they are easy to locate

6. there are sufficient computers to ensure that staff do not have to wait a long time to use one

7. there are sufficient printers so that document “queuing” is kept to a minimum

8. disks which are used by various members of staff are kept in a central position and labeled clearly

scenario q 2
Scenario Q 2.

E-mail message

To Office Administrator

From Claire Scott, the Admin. Manager

Date 23 January 2011

I have just been informed that a member of staff

working at on of our branch has been attacked

and an amount of money stolen from the office in

which she worked. As a matter of urgency, could

you let me have a list of measures which could

be taken to minimize risks to staff? Please also

draft a sheet of accident report book.



Measures to minimize risks to staff
  • employ security personnel
  • install proper devices
  • issue ID cards to staff
  • issue visitors’ passes
  • ensure that visitors are collected from the reception area
  • install closed circuit TV cameras
  • issue personal alarms to staff
  • teach staff self-defense techniques
  • install panic buttons for key personnel
  • working alone is not encouraged.
  • money is stored with restricted access.
scenario q 3
Scenario Q 3.

E-mail message

To Office Administrator

From Heather Lewis, the Admin. Manager

Date 21 January 2011

A small fire was discovered in our office last night which,

fortunately, was dealt with quickly. Please let me have a

memo listing the precautions that individuals and Athena

House Group can take to reduce the risk of fire. When

I’ve been able to consider the points you make, I shall

either send a memo to all staff or have some posters

designed. Please deal with this as a matter of urgency.



Staff are not allowed to smoke on the premises.
  • Staff should be aware of correct evacuation procedures during their initial induction training.
  • Regular fire drills should be carried out with monitoring of the time taken to leave the building.
  • Fire officers should be invited in to give advice about evacuation of building.
  • All frayed wires should be dealt with immediately by qualified staff.
  • All appliances used should be checked regularly by qualified staff.
Office furniture should be made of metal rather than wood.
  • Offices should be kept tidy and free from wastepaper and cardboard boxes.
  • Rubbish should be removed daily from wastepaper bins- these bins should be metal and not plastic
  • Staff should be aware of the position of the nearest fire-fighting equipment.
  • Any flammable substances should be stored in fire resistance cupboards.
scenario q 4
Scenario Q 4.

E-mail message

To Office Administrator

From Heather Lewis, the Admin. Manager

Date 25 January 2011

Lately I have noticed that you have suffered from

Heavy workloads. I have instructed Sally to be in

charge of petty cash. Please let me have a memo

listing steps to be taken when reclaiming money from

petty cash.



Step 1.

staff bringing a receipt to PIC for reimbursement

Step 2.

PIC filling out a petty cash voucher

Step 3.

managers approving it

Step 4.

PIC unlocking the petty cash box and counting

out the correct amount for the staff

Step 5.

the staff signing the voucher

Step 6.

PIC attaching the voucher to the receipt

scenario q 5
Scenario Q 5.

E-mail message

To Office Administrator

From Heather Lewis, the Admin. Manager

Date 25 January 2011

Due to business expansion overseas, more and more

suppliers and customers are going to visit us this

year. I am considering recruiting more receptionists.

Please come up with a list indicating main duties

carried out in the reception area and procedures for

dealing with visitors who have an appointment.



Main duties:
  • greeting visitors as they enter the reception area
  • establishing the reason for the visitor calling
  • contacting staff to deal with visitors- some will have arranged appointments but some won’t
  • making polite conversation with visitors if they are kept waiting
  • taking messages from visitors
  • giving instructions to visitors as to how to find certain sections
  • contacting security staff to accompany visitors to the section
8. issuing security badges on arrival and collecting them from visitors when they leave

9. ordering taxis for visitors and staff

10. ensuring the organization’s security procedures are followed- being aware of unattended bags and parcels

11. keeping accurate records of visitors- usually in a callers’ register

12. dealing with local, national and international telephone calls

13. keeping the reception area tidy

14. watering plants

15.making sure that sources of info. Held in the reception area are up to date, such as staff lists and international telephone directory

16. filing business cards

17. Ensuring identification is requested from people who collect parcels or equipment from the organization

Procedures of dealing with visitors:

1. Smile and greet visitors in a pleasant manner

2. Establish with whom the visitor has an appointment.

3. Ask the visitor to sign the Visitor’s Book, ensuring all details are completed.

4. If the visitor is early for the appointment, ask him or her to take a seat and give him or her a magazine to read. Visitors who have traveled a long way will welcome a cup of coffee or tea.

5. If the visitor is more or less on time for the appointment, inform the member of staff that he or she has arrived.

6. If the visitor is early for the appointment, wait until 5-10 minutes before the appointment time and inform the member of staff.

7. Issue the visitor with a visitor’s pass and ensure that all details are correct.

8. Remind the visitor to return the visitor’s pass before leaving.

9. Ask the visitor to wait until collected by member of staff.

scenario q 6
Scenario Q 6.

E-mail message

To Office Administrator

From Heather Lewis, the Admin. Manager

Date 25 January 2011

I would like details of the following, in

order to include this information in the

induction pack for new employees.

  • why an efficient stock control system is needed
  • procedures for taking delivery stock



Need for efficient stock control system
  • Large sum of money can be tied up in stock
  • Money tied up in stock may be needed elsewhere within the organization
  • Space for storage costs money
  • Sufficient stock must be kept otherwise delays may occur while emergency stocks are bought
  • Poor stock control encourages pilfering as staff realize they are unlikely to be traced
  • accurate stock-taking must be carried out at regular intervals for audit purposes
  • Levels of stock being used by individual departments must be monitored for budgeting purposes
Procedures for taking delivery stock
  • The delivery will be accompanied by a delivery note- this should be checked against the order and advice note
  • If the quantities do not match, the suppliers should be contacted.
  • The Purchasing Department should be informed of any discrepancies so that the correct amount of money is paid to the suppliers.
  • The details for each type of item should be entered in the receipts column of the stationery stock card.
  • The amount shown in the balance column needs to be increased by the amount received.
  • The stock should be stored correctly.