CSEC Office Administration Paper 3 May/June 2017 - Free CXC Past Paper with Answers

Instructions: Read the following case study and answer ALL questions.

The Apprentice

On 2 March 2017, Shakoya Nesbeth joined Randall and Daley Co. Ltd, a small wholesale company, located in Kingston, St Vincent. She recently graduated from St Judes' High School for Girls and had no previous experience working in an office environment. Shakoya was as excited as her new job as she was at the interview. Her pleasant personality and appropriate attitude made her the top choice for the job as office clerk. She was now an apprentice on the job.

Mrs Sheryl Jackson, the administrative assistant, was assigned to initiate and expose Shakoya to all that takes place in the office environment. Shakoya was introduced to the staff whom she had not met during the interview process. These persons included the supervisors, purchasing, sales and finance managers, other clerks, and three members of the ancillary staff. She was also introduced to Mr James Randall, managing director and Mrs Georgia Daley, the general manager.

Randall and Daley Co. Ltd employs staff whose responsibilities do not overlap thus allowing for better work management. After a long day, Shakoya went home and tried to remember the persons she met on the first day and their positions in the company.

In the space provided on page 5, use the information in the case study to draft an organization chart for Randall and Daley Co. Ltd. This will assist Shakoya to understand the various positions within the company.

Suggest THREE implications of Randall and Daley Co. Ltd applying ergonomic considerations in the workspace design.

On her second day at work, Shakoya was invited to attend a meeting with the administrative assistant, Mrs Sheryl Jackson, who wanted to test Shakoya’s time management skills.

Shakoya was given FOUR tasks to perform for that day. The tasks consisted of typing a letter to a member of the ancillary staff; attending a training session at 3:30 p.m.; making two urgent telephone calls to potential employees to confirm interview dates for the next day, and filing documents in her in-tray basket.

Prioritize the four tasks in order of importance.

Suggest FOUR ways Shakoya could develop proper time management skills as part of the set of attributes that her new employer expects.

Three of the ideal ways that Shakoya can contribute to maintaining good human relationships with co-workers are:

Maintaining confidentiality
Being honest
Being loyal

For EACH of the ideals mentioned above, provide an instance of appropriate behaviour to be demonstrated.

Maintaining confidentiality

As part of the orientation activities, Shakoya was asked to identify four attributes that she possesses that would have a positive impact on her co-workers. She identified the following attributes: integrity, good deportment, high level of self-esteem and good work ethic.

Select any THREE of the attributes that Shakoya identified and discuss how demonstrating these attributes could positively impact the organization.

Randall and Daley Co. Ltd implemented a centralized office service in keeping with its office functions and size.

Suggest FOUR decisions that the company would MOST likely consider in its change from a decentralized to a centralized office system.

The management of Randall and Daley Co. Ltd chose to use the open plan office.

Suggest FOUR ways in which this layout may help to prevent any problems associated with future expansion.

Randall and Daley Co. Ltd wishes to improve health and safety conditions in the office.

Suggest FIVE likely results to be derived by the company in creating an atmosphere which improves health and safety working conditions in the office.

During the third week of orientation, Mrs Sheryl Jackson showed Shakoya several pieces of office equipment that are utilized by the office. Shakoya had limited experience in operating some of the office equipment.

For EACH piece of equipment listed below, state ONE task for which the equipment may best be used to improve efficiency in the company.

Facsimile (fax machine)

The activities within an office, for instance, processing and disseminating information, are crucial to the successful daily operations of that office.

For EACH of the following activities, suggest THREE actions that Shakoya and the other office staff MUST carry out to ensure the company's success.

Dissemination of information

CSEC Office Administration Paper 3 May/June 2017 Questions

Question 1 (10 marks)

The Apprentice

Question 2

Question 3 (9 marks)

Question 4 (8 marks)

Question 5 (5 marks)

Question 6 (6 marks)

Question 7 (6 marks)