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HIGHER

ADMINISTRATION & IT

Homework Booklet

2

EXAM TECHNIQUE AND COMMAND WORDS

1. Read the question carefully, it will determine the subject of the question and what answers you need to give.

2. Each question has a COMMAND word in it. The command word governs how you structure the answer and how much detail is required. A list of meanings of the command words, you will find in the questions in the exam paper, can be found below and over the page. Pay special attention to the Comments section

H Administration and IT Command Words

Compare You must demonstrate knowledge and understanding of the similarities and/or differences between things, methods or choices.

1 mark is given for each accurate point of comparison

Explain You must make a number of accurate relevant points that relate cause and effect and/or make the relationships clear.

1 mark is given for each relevant point of explanation

1 mark is given for further development of a relevant point, this could include an example when appropriate

Describe You must make a number of relevant factual points, which may be characteristics and/or features, as appropriate to the question asked. You may provide a number of straightforward points or a smaller number of developed points, or a combination of these.

1 mark is given for each relevant point

1 mark is given for further development of a relevant point, this could include an example when appropriate

Outline You must make a number of brief statements appropriate to the question asked. These may include facts, features or characteristics.

1 mark is given for each accurate statement

Justify You must state why a course of action has been chosen. Give good reasons for ….. This could be linked to a number of other command words

1 mark is given per justification

3

Discuss You must communicate ideas and information on a subject. May be possible to debate two sides of the statement. You will not be possible to gain full marks unless the candidate has an answer that is organised, well-reasoned, cohesive Examples/illustrations could be used. Within some contexts conclusions may be required and/or the best course of action suggested

4

Teamworking - Homework 1 1 Describe how the following factors can contribute to a team’s

effectiveness:

Team size

Team composition

The task

Communication within the team

8

2 How can leadership contribute to a team’s effectiveness? 2

Total 10

Teamworking - Homework 2 1 Discuss reasons why some teams are more effective than others. 6

2 Outline reasons why a team may be ineffective. 6

Total 12 Homework 2 - Past Paper Questions contained

Teamworking - Homework 3 1 Discuss the advantages and disadvantages to an individual of

working as part of a team. 5

2 Discuss the advantages and disadvantages to an organisation of team working in an organisation.

5

3 Outline 2 features of an effective team. 2


5

Customer Care Homework 4

Think about a shopping experience that was good.

Name of Business:

What made it a positive experience?

Did you tell anyone about this experience? (Who)

Have you gone back to the venue?

Have you recommended the venue to others?

Think about a shopping experience that was poor.

Name of Business:

What made it a negative experience?

Did you tell anyone about this experience? (Who)

Did you raise a formal complaint?

Have you gone back to the venue?

6

Customer Care - Homework 5 1 Describe a Mission Statement.

1

2 The statements below relate to the following customer-service policies. Customer-service Statement or Promise (CS) Service Standards (SS) Loyalty Schemes (LS) Complaints Procedure (CP) Market Research (MR) Mystery Customer (MC) Quality Management Systems (QM) In the second column of the following table enter either CS, SS, LS, CP, MR, MC or QM beside each statement.

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Details what customers should expect in terms of how the organisation will deal with them, deadlines and quality of service.

Instil a culture within the organisation by which quality is the responsibility of all staff.

Used to discreetly check on the standard of service being offered in an organisation.

Analyses product, price, competition and customer attitudes.

Staff guidelines for dealing with external customers.

Introduced to reward customers for continuing to buy the organisation’s goods or services.

Formal procedures for the organisation on how to deal with unhappy customers.

Face-to-face meeting with small groups of customers.

This person is employed to act as a normal customer and report back on the standard of service they received.

Provide feedback on proposed new products and services.

7

Make clear how to complain, to whom, how long it should take to be dealt with.

Penalty payments may be given if a problem is not solved within a certain timescale.

An example is “how many times a telephone may ring before it is answered”.

Travel air miles and discounted petrol are examples of this.

Gives staff information on the stages a customer complaint will go through.

Customer service is not just the responsibility of the person on the shop floor but of everyone.

Information is fed back to staff, either as praise or ways to improve poor service.

Used for feedback on staff attitudes, product and service.

Aimed at retaining customers by showing them that they are valued.

3 “Customer service is not important as customers are only interested in the

price of the goods or services”. Outline why good customer service is important to an organisation.

4

Total 24

Customer Care – Homework 6

1 Outline the qualities required of an Administrative Assistant when dealing with external customers.

4

2 Describe the following methods of research used by Customer Services:

Mystery shopper

Satisfaction Survey

Customer focus group.

6


Customer Care – Homework 7

8

1 Describe 3 methods a company may use to gather information about customer satisfaction.

6

2 Outline 4 reasons given by customers for not complaining. 4


Customer Care – Homework 8 1 Justify the expense of training Administrative Assistants in customer

care. 2

2 Justify the importance of customer satisfaction to an organisation. 2

3 Explain the importance of good customer service to an organisation. 6


Communication – Homework 9 1 Discuss how effective data management can be ensured. 4

2 Describe ways in which an organisation can ensure the security of data.

4

3 Discuss the use of an e-diary 2

Total 10

Communication – Homework 10 1 Suggest and justify 3 features of presentation software which a

speaker would find useful. 6

2 Describe 3 factors that would influence the methods of communication used by a team leader.

6


Time and Task Management – Homework 11

1 Compare the use of a paper-based diary with an electronic diary. 2

2 Outline ways in which an employee’s targets can be monitored. 4

3 Justify the need for employees to have good time management skills.

2

Total 10

9

Time and Task Management – Homework 12

1 Describe 5 strategies that a manager could use to ensure effective time and task management.

5

2 Justify why it is important to both the employee and the organisation to use effective time and task management.

5

Total 10

Meetings – Homework 13

1 Justify the need for an effective chairperson at a meeting. 2

2 Describe the role of both the Secretary and the Chair in planning and organising a meeting

6


Meetings – Homework 14

1 Outline ways in which a chairperson can ensure that meetings are effective.

4

2 Discuss the impact of technology on the organising and running of meetings.

6


Health and Safety Legislation – Homework 15

1 Outline 4 rights of the individual as outlined in the Data Protection Act.

4

2 Outline 2 features of the following legislation: (i) The Data Protection Act; (ii) The Copyright, Designs and Patents Act.

4

3 Outline ways in which an organisation can deal with an employee who breaches the conditions of their employment.

4


10

The Impact of IT – Homework 16

1 Describe how developments in ICT have had an impact on workflow.

6

2 One potential disadvantage of a network is that viruses can spread very quickly. Describe the consequences and implications of an organisation failing to protect its network.

6



1 Outline 4 benefits of homeworking. 4

2 Describe 3 working practices that could be introduced to reduce staff turnover.

6



1 Describe ergonomic features that would ensure a good working environment.

6

2 Describe 2 possible consequences for the employee moving from a cellular to an open plan layout.

4


Homework 19

1 Describe 3 long-term implications for a senior manager who fails to delegate tasks to his team.

6

2 Outline the benefits of dealing with customers face to face. 4

3 Explain the impact of technology on the organising and running of meetings.

6


11

Homework 20

1 Justify the need for a manager to monitor and evaluate tasks. 4

2 Outline ways in which an employee’s targets can be monitored. 4

3 Justify the importance of a mission statement to the organisation. 2

4 Describe 3 methods of researching customer satisfaction levels. 6


Homework 21

1 Outline the factors regarding IT that need to be considered for employees who want to start working from home.

6

2 Compare the role of both the secretary and the chair in planning and organising a meeting.

6

3 Outline the reasons why employees need to have good time management skills.

2

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

4


Homework 22

1 Describe the following methods of research used by Customer Services: • Mystery shopper • Loyalty cards • Customer focus group.

6

2 Explain the consequences of failing to plan and organise effectively for a meeting.

6

3 Describe the implications of a manager failing to delegate effectively.

6


Homework 23

1 Outline 4 ways a team leader may monitor the progress of a project.

4

2 Explain the need for a complaints policy. 2

3 Outline 4 features of effective targets. 4

4 Compare the use of a mystery shopper with a customer focus group.

2

5 Describe 3 time management techniques. 6


12

Homework 24

1 Outline 2 standard items in an agenda and justify their inclusion. 4

2 Explain the reasons an e-diary may be used in the planning and organisation of a meeting.

6

3 Teleworkers use audio conferencing and web conferencing to maintain communication links when working away from the office. Compare audio conferencing and video conferencing.

2

4 Describe 3 features of an effective team. 6


Homework 25

1 Describe 2 ways of facilitating remote meetings. 4

2 Explain why customer satisfaction is important to an organisation. 4

3 There are a number of advantages and disadvantages to an individual of working as part of a team. Describe 2 advantages and 2 disadvantages.

6

4 Outline 2 ways in which organisations can ensure the security of electronic data.

2

5 Describe 2 key responsibilities employers have with regards to Display Screen Equipment regulations.

4


Homework 26

1 Outline 2 features of the following legislation: (i) The Computer Misuse Act; (ii) The Freedom of Information Act.

4

2 Describe reasons why some teams are more effective than others. 6

3 Describe how developments in ICT have had an impact on workflow.

6

4 Explain the importance of good customer service to an organisation.

6


13

Homework 27

1 Outline ways in which an organisation can deal with an employee who breaches legislation.

4

2 One potential disadvantage of a network is that viruses can spread very quickly. Describe the consequences and implications of an organisation failing to protect its network.

6

3 Describe 3 methods a company may use to gather information about customer satisfaction.

6

4 Outline reasons why a team may be ineffective. 4


Homework 28

1 Describe the barriers that may exist when communicating information to others.

5

2 Compare the health and safety responsibilities of employers and employees in the workplace.

2

3 Describe task and time management strategies employees could use.

4

4 Explain the importance of effective file management on an intranet.

3

5 Outline decisions taken by an organisation to minimise Sick Building Syndrome.

4

6 Compare a satisfaction survey and a customer focus group as methods of evaluating the effectiveness of customer service policies.

4


14

Homework 29

1 Describe the methods that organisations can use to provide high-quality customer service.

2

2 Describe ways in which IT makes it possible for organisations to offer flexible working.

4

3 Describe task and time management strategies employees could use.

4

4 Outline the consequences to the organisation of failing to comply with this legislation.

2

5 Describe ways in which IT makes it possible for organisations to offer flexible working.

4

6 Describe 2 flexible working practices which have become more common due to advances in mobile technology.

4


Homework 30

1 Describe the methods that organisations can use to provide high-quality customer service.

2

2 Describe 2 methods of communication which are not electronic. 4

3 Compare communication methods that could be used to ensure that all members of a team are aware of company policies and procedures.

2

4 Outline 4 principles of the Data Protection Act 1998. 4

5 Justify the replacement by an organisation of its paper diaries with an electronic version.

2

6 Describe one impact on an organisation of poor communication among staff.

2


15

Homework 31

1 Visual and oral communication may be used to deliver a training course. Describe one advantage of each of these methods of communication.

2

2 i. Describe 2 responsibilities of employees under the Health and Safety at Work Act 1974. ii. Outline one other piece of workplace legislation.

3

3 Describe how the developments in ICT have had an impact on workflow.

6

4 Describe 2 possible consequences of poor data management to an organisation.

4

5 Outline the possible consequences of ineffective electronic file management.

6


Homework 32

1 Describe how the developments in ICT have had an impact on workflow.

6

2 Outline the advantages and disadvantages to an individual of working as part of a team.

6

3 Describe 3 factors that would influence the methods of communication used by a team leader.

6

4 Outline why establishing good practice in electronic file management is important to all organisations.

5


Homework 33

1 In addition to ‘good people skills’, Outline 4 leadership skills, you would expect to see in an effective leader.

4

2 Describe 2 methods of ensuring the security and confidentiality of electronic information.

4

3 Outline the factors regarding IT that need to be considered for employees who want to start working from home.

5

4 Describe how an organisation can ensure effective data management

5

5 Outline 3 time stealers and outline one way of reducing the effect of each time stealer.

6


Homework 34

1 Discuss how effective data management can be ensured. 4

16

2 Describe ways in which an organisation can ensure the security of data. 4

3 Describe how targets can be monitored and evaluated. 4

4 Describe the factors that may influence the method of communication

chosen to send a message.

2

5 Explain the impact increased use of teams might have on an

organisation.

5

6 Describe how changes in health and safety legislation can be

communicated to employees.

2

Total 21

Homework 35

1 Describe how an organisation can ensure they are not breaking data

handling legislation.

4

2 Compare a local area network with a wide area network. 3

3 Outline the features of a successful customer complaints procedure. 3

4 Discuss strategies used in the workplace to improve efficiency. 4

5 Outline the main features of the Freedom of Information Act. 2

6 Outline the main features of the Data Protection Act. 2

7 Discuss the features of an effective team. 5


Homework 36

1 Outline 4 methods which could be used to monitor and evaluate an

employees work.

4

2 Discuss the benefits of team working for the organisation and the

employee.

6

3 Compare the use of audio-conferencing with web-conferencing. 2

4 Describe the consequences of possible communication barriers during a training session.

4

5 Describe the possible benefits to an organisation of providing good customer care.

4


Homework 37

1 Describe how targets can be monitored and evaluated. 4

17

2 Describe the factors that may influence the method of communication

chosen to send a message.

2

3 Explain the impact increased use of teams might have on an organisation.

5

4 Describe how an organisation can ensure they are not breaking data handling legislation.

4

5 Compare a local area network with a wide area network. 3

6 Describe how changes in health and safety legislation can be communicated to employees.

2


Homework 38

1a Describe the ways an organisation can research customer satisfaction. 4

1b Justify the decision to train all staff in customer services. 2

2 Discuss the advantages and disadvantages of team working on a project. 6

3 Outline the features of the following legislation:

The Computer Misuse Act 1990

The Data Protection act 1998

4

4a Compare the benefits of written and oral communication. 2

4b Explain the consequences of poor communication. 2


18

Extension Homework – Case Studies Extension Homework 1

WORKING TOGETHER

Jamie has recently been promoted at work. He is now a Senior Administrative Assistant and has a team of six Administrative Assistants, who work in different locations.

Several members of his team seem unhappy at work and do not take part in discussions at team meetings. At these meetings, two members are very dominant and often the other team members do not like the decisions that are made. Some team members refuse to work with others or even speak to them. Last week, important customer information went missing because the correct instructions were not passed on. This could have been a disaster for the whole company.

Within the administrative team, three members of staff have been with the company for several years, while the others were recruited two months ago. The longer-serving members of staff do not always listen to their newer colleagues, despite the experience that they bring to the team from their previous roles at other companies. This, again, causes tension between the team members. Some pieces of work are done in different ways by different people, leading to confusion and stress. Jamie has to find a way to make his team work together even though they are based in different locations.

Team meetings are held only once a month. Some team members do not value the team meetings and do not make the effort to attend. Therefore, Jamie spends a lot of time trying to visit everyone to make sure that they receive the same information. Jamie knows he has to make some changes in order to make his team more effective.

The following questions are based on ALL the information provided and on knowledge and understanding you have gained whilst studying the Course.

1. Describe, using the information provided in the case study, at least three strategies Jamie should implement to make his team more effective. 6

2. Jamie’s team is not following correct company procedure, which resulted in legislation being breached.

(a) Outline the consequences to the organisation of failing to comply with this legislation. 2 (b) Compare communication methods Jamie could use to ensure that all members of his team are aware of company policies and procedures. 2

19

Extension Homework 2

WORKING FROM HOME

All staff in Marks & Spencer plc are involved in an initiative called 'Getting in shape for our

customers', which is designed to create a stronger customer focus through lower prices,

improved service and greater understanding of consumer needs.

M&S want customers to connect with the business and know improving customer

communication is the key. In additions they are:

selling products customers want using information from focus groups and on-line questionnaires

ensuring premises meet ergonomic standards

providing a user friendly website with e-commerce facilities

using homeworkers to answer letters or electronic complaints from their own homes

Increased flexibility in hours and location has seen a rise in productivity. M&S allows a number

of employees to vary their hours to help overcome 'life' issues eg IVF treatment. Staff response

has been very positive - 'It’s great to know that we are trusted to get on with our jobs at home

and at a time convenient to us. Of course we have to make sure we are communicating with

our team leader regularly using email, Instant Messaging, Skype etc and providing accurate

information to all interested parties.’

Other ways M&S help employees achieve a better work-life balance is by offering job-share,

individual working patterns and teleworking to many staff.

The following questions are based on ALL the information provided and on knowledge and understanding you have gained whilst studying the course.

1 Describe, using the information provided in the case study, strategies where M&S is using ICT to ensure effectiveness. 5

2 M&S wish to improve their customer communication including the complaints

procedure. a Outline the features of a successful customer complaints procedure. 3 b Compare the methods M&S use to identify what their consumers think of the

business. 2

http://www.thetimes100.co.uk/glossary--customers-549.php

20


Exhibit 1 Extract from a social media website of a public status made by an employee.

Milne Accounting Ltd Milne Accounting Ltd provides accountancy and business consultancy services. The company has a wide portfolio of clients who rely on specialist and up to date knowledge. With a workforce of 45 employees and 4 branches across Scotland the company requires effective administrative support to ensure customers’ information is well maintained and securely stored. The organisation has recently received a number of serious complaints regarding employees’ unlawful and improper use of social media.

News Feed Share Status Photo Link Video Question @Ali Naveed here’s that customer’s contact info. She was phoning all day abut how she can’t attend the meeting with you on Friday to sort her business tax and needs to reschedule to the following week. Give her a call to sort it? Se you Monday. Xx Ms M Mason, 138 Inverside Place, Falkirk. 01324 294536

Share

21

Exhibit 2 Copy of an e-mail sent to all employees regarding the use of social media.

The following questions are based on ALL the information provided and on knowledge and understanding you have gained whilst studying the Course. 1. (a) Outline 4 principles of the ct which has been breached by the employee in the case study. 4 (b) Describe the consequences of breaching legislation for Milne accounting Ltd and the employee. 4 2. Justify 2 qualities/skills that Janet Stevenson will require in her role in Milne Accounting Ltd. 2

22


Julianna has recently started working as an Administration Manager for Duplix Ltd, a

professional print, design and copy firm situation in central Scotland. Although a

small enterprise, Duplix Ltd owns two office units which have been designed to

accommodate meetings on-site with clients and encourage team working between

staff members.

Despite induction training, Julianna is finding her workload demanding, often

struggling to cope with the various deadlines and meetings which are taking place.

The company has invested in training for all staff in the use of electronic diaries to

help coordinate the key activities which take place each week. Although these have

made it easier to track deadlines and manage events, the unstable company network

often means Julianna has to depend on a paper-based diary method.

The company is receiving an increasing amount of orders which is generating a

significant amount of administration. Julianna is frustrated by the lack of organisation

on the company intranet and she often wastes time sourcing files stored in the wrong

directories or using files which contain out-of-date information about clients and jobs.

The Administration Assistants working for Julianna use their own way to file

information which makes it difficult for anyone else to source these documents. In

addition, employees are downloading files from internet websites and their personal

e-mail onto the network which may not be relevant and have, in the past, caused

viruses and data corruption.

Julianna has organised a meeting with the company owners to discuss possible changes.

Image of the working environment in Duplix Ltd’s main office unit.

23

Marks

Screenshot of the e-diary application used by all Duplix Ltd employees.

The following questions are based on ALL the information provided and on knowledge and understanding you have gained whilst studying the Course.

1. (a) Outline the possible strategies Julianna could use to improve the

electronic file management on the company intranet. 4

(b) Compare the 2 diary methods used by Julianna. 2

2. Describe the benefits of the office layout which Duplix Ltd has chosen. 4

24

Past Paper Solution Sources

Page Topic Homework

piece Question Paper

4 Teamworking 2 1 2012 Section 2 Q5 (c)


4 Teamworking 3 1 2007 Section 2 Q2 (b)

4 Teamworking 3 3 2006 Section 2 Q3 (a)

7 Customer Care 6 1 2012 Section 2 Q5 (a)

7 Customer Care 6 2 2013 Section 2 Q2 (b)




8 Customer Care 8 2 2013 Section 2 Q2 (d)


8 Communication 10 1 2011 Section 2 Q2 (d)


9 Meetings 13 1 2011 Section 2 Q3 (d)

9 Meetings 13 2 2012 Section 2, Q2 (b)

9 Meetings 14 1 2013 Section 1 Q1

9 Meetings 14 2 2011 Section 2 Q3(c)

9 Health and Safety Legislation 15 1 2012 Section 2 Q3 (a)

9 Health and Safety Legislation 15 2 2013 Section 2 Q5 (a)

9 Health and Safety Legislation 15 3 2012 Section 2 Q3 (c)

10 The Impact of IT 16 1 2012 Section 2 Q1 (b)

10 The Impact of IT 16 2 2012 Section2 Q1 (c)

10 The Impact of IT 17 1 2011 Section 1 (a)


10 The Impact of IT 18 1 2012 Section 2 Q2 (d)

10 The Impact of IT 18 2 2009 Section 2 Q4 (c)

10 Time and Task Management 19 1 2011 Section 2 Q1 (c)

10 Customer Care 19 2 2013 Section 2 Q1(b)

10 Meetings 19 3 2011 Section 2 Q3 (c)

11 Time and Task Management 20 1 2011 Section 2 Q1 (d)

11 Time and Task Management 20 2 2012 Section 2 Q1 (a)

11 Customer Care 20 3 2013 Section 2 Q3 (d)


11 The Impact of IT 21 1 2011 Section 1 Q3

11 Meetings 21 2 2012 Section 2 Q2 (b)

11 Time and Task Management 21 3 2013 Section 1 Q4


11 Meetings 22 2 2013 Section 1 Q2

11 Time and Task Management 22 3 2013 Section 2 Q4 (b)

25

Page Topic Homework piece

Question Paper


11 Customer Care 23 2 2013 Section 2 Q2 (a)


11 Customer Care 23 4 2010 Section 1 Q2

12 Meetings 24 1 2010 Section 2 Q4 (a)


12 Communication 24 3 2010 Intermediate 2 Section B Q5 (b)

12 Teamworking 24 4 2010 Section 2 Q4 (d)



12 Teamworking 25 3 2001 Section 2 Q1 (d)


12 Health and Safety 26 1 2013 Section 2 Q5 (a)




13 Health and Safety Legislation 27 1 2012 Section 2 Q3 (c)

13 The Impact of IT 27 2 2012 Section2 Q1 (c)


13 The Impact of IT 27 4 2013 Section 2 Q3 (c)

13 Health and Safety Legislation 27 5 2010 Section 2 Q2 (b)

13 Communication 28 1 H Specimen

13 Health and Safety Legislation 28 2 H Specimen

13 Time and Task Management 28 3 H Specimen

13 Data Management 28 4 H Specimen

14 Customer Care 29 1 H Specimen

14 The Impact of IT 29 2 H Specimen

14 Time and Task Management 29 3 H Specimen

14 Health and Safety Legislation 29 4 H Specimen

14 The Impact of IT 29 5 H Specimen

14 The Impact of IT 29 6 2012 Intermediate 2 Section 1 Q4 (a)

14 Customer Care 30 1 H Specimen

14 Communication 30 2 2011 Intermediate 2 Section B Q1 (c)

14 Communication 30 3 H Specimen

14 Health and Safety Legislation 30 4 2011 Intermediate 2 Section B Q3 (a)

14 The Impact of IT 30 5 2011 Intermediate 2 Section B Q3 (d)

14 Communication 30 6 2011 Intermediate 2 Section A Q1 (b)

15 Communication 31 1 2009 Intermediate 2 Section A Q2 (b)

15 Health and Safety Legislation 31 2 2009 Intermediate 2 Section A Q3 (a) (b)

15 Working Practices 31 3 2012 Section 2 Q1 (b)

15 Data Management 31 4 2007 Section 1 Q5

15 Data Management 31 5 SP Section2 Q5 (b)

26

Page Topic Homework

piece Question Paper

15 Working Practices 32 1 2012 Section 2 Q1 (b)


15 Data Management 32 4 2008 Section2 Q4 (c)

15 Teamworking 33 1 2008 Section 1 Q1

15 Health and Safety and Legislation

33 2 2012 Section 2 Q2 (a)

15 Working Practices 33 3 2011 Section 1 Q3

15 Data Management 33 4 2013 Section 2 Q4 (c)

16 Time and Task Management 36 1 2015 Section 2 Q3

16 Teamworking 36 2 2015 Section 2 Q4

16 The Impact of IT 36 3 2015 Section 2 Q5

16 Communication 36 4 2015 Section 2 Q6


17 Time and Task Management 37 1 2014/15 West Lothian Council Prelim Section 2 Q1

17 Communication 37 2 2014/15 West Lothian Council Prelim Section 2 Q2

17 Teamworking 37 3 2014/15 West Lothian Council Prelim Section 2 Q3

17 Health and Safety Legislation 37 4 2014/15 West Lothian Council Prelim Section 2 Q4

17 The Impact of IT 37 5 2014/15 West Lothian Council Prelim Section 2 Q5

17 Communication 37 6 2014/15 West Lothian Council Prelim Section 2 Q1

17 Customer Care 38 1a 2014/15 Resource Store Prelim Section 2 Q1a

17 Customer Care 38 1b 2014/15 Resource Store Prelim Section 2 Q1b

17 Teamworking 38 2 2014/15 Resource Store Prelim Section 2 Q2

17 Health and Safety Legislation 38 3 2014/15 Resource Store Prelim Section 2 Q3

17 Communication 38 4a 2014/15 Resource Store Prelim Section 2 Q4a

17 Communication 38 4b 2014/15 Resource Store Prelim Section 2 Q4b

27

Extension Homework Solutions

Page Topic Question Paper

18 Extension Homework 1 All Questions Administration and IT Specimen Paper

19 Extension Homework 2 All Questions West Lothian Higher Administration and IT Prelim

2014-15

20-21 Extension Homework 3 All Questions 2015 Administration and IT Exam Paper

22-23 Extension Homework 4 All Questions Resource Store Higher Administration and IT Prelim

2014-15

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