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Office

Administration

CSEC® PAST PAPERS


Macmillan Education
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www.macmillan-caribbean.com

ISBN 978-0-230-48237-1 AER

© Caribbean Examinations Council (CXC®) 2015


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Copyright, Design and Patents Act 1988.

First published 2014


This revised version published December 2015
All rights reserved; no part of this publication may be reproduced, stored in a retrieval system,
transmitted in any form, or by any means, electronic, mechanical, photocopying, recording, or
otherwise, without the prior written permission of the publishers.

Designed by Macmillan Publishers Limited


Cover design by Macmillan Publishers Limited
Cover photograph © Caribbean Examinations Council (CXC®)
Cover photograph by Mrs Alberta Henry
With thanks to the students of Choiseul Secondary School, St Lucia: Dania Eugene
CSEC® Office Administration Past Papers

LIST OF CONTENTS

Paper 02 May/June 2005 4

Paper 03/2 May/June 2005 14

Paper 02 May/June 2006 19

Paper 03/2 May/June 2006 29

Paper 02 May/June 2007 35

Paper 03/2 May/June 2007 45

Paper 02 January 2008 51

Paper 03/2 January 2008 57

Paper 02 May/June 2008 60

Paper 03/2 May/June 2008 69

Multiple Choice 2008 76

Multiple Choice 2008 – MS 87

Paper 02 January 2009 88

Paper 03/2 January 2009 96

Paper 02 May 2009 102

Paper 03/2 May/June 2009 112

Paper 02 January 2010 121

Paper 03/2 January 2010 131

Paper 02 May/ 2010 141

Paper 03/2 May/June 2010 152

Paper 02 January 2011 162

Paper 032 January 2011 170


Paper 02 May/June 2011 181

Paper 03/2 May/June 2011 191

Paper 02 January 2012 200

Paper 02 January 2012 210

Paper 02 May/June 2012 224

Paper 03/2 May/June 2012 235

Paper 02 January 2013 245

Paper 032 January 2013 256

Paper 02 May/June 2013 267

Paper 032 May/June 2013 279

Paper 02 January 2014 290

Paper 032 January 2014 299

Paper 02 May/June 2014 310

Paper 032 May/June 2014 322

Paper 02 May/June 2015 333

Paper 032 May/June 2015 353


TEST CODE 01237020
FORM TP 2005113 MAY/JUNE 2005

CARIBBEAN EXAMINATIONS COUNCIL


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE PROCEDURES
Paper 02 - General Proficiency
2 hours

( 07 JUNE 2005 (p.m.))

INSTRUCTIONS TO CANDIDATES

1. Number each answer in your booklet correctly.

2. Begin each answer on a new page.

3. Use the blank form(s) supplied to prepare answers where necessary.

4. Answer ALL questions in SECTION I and any TWO in SECTION II.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright © 2004 Caribbean Examinations Council.


All rights reserved.
01237020/F 2005
-2-

SECTION I

Answer ALL questions in this section.

1. The department in which you are a purchasing clerk consists of a general manager and her
secretary; an accountant/buyer who reports to the general manager. The purchasing clerk,
accounts clerk and payroll clerk are all in the same salary range. The secretary coordinates the
duties of the office attendant.

(a) Draw an organization chart to show the relationships in the department.


( 8 marks)

(b) Minutes must be taken at each departmental meeting.

(i) List THREE details that must be included in the minutes. ( 3 marks)

(ii) Identify FOUR follow-up activities that must be completed BEFORE the min-
utes are circulated to members. ( 4 marks)

Total 15 marks

2. You were asked to assist the manager who will be travelling to a meeting overseas. In making
the accommodation arrangements with the hotel, it is important that the communication be
in a written format.

(a) List THREE ways of sending the written communication to the hotel. ( 3 marks)

(b) List FOUR payment systems the manager may use to pay for transactions overseas.
( 4 marks)

(c) Your ftrm has just hired a switchboard operator who has to be trained. Your supervisor
knows that you have studied communication in your Office Procedures classes and
has asked for your assistance.

Prepare a list of EIGHT points that will assist the operator to effectively manage
telephone calls. ( 8 marks)

TotallS marks

GO ON TO THE NEXT PAGE


01 237020/F 2005
-3-

3. After a successful interview you received the following letter:

WAREHOUSING LTD
Matherson Avenue, Fallaway, St. Vincent

June 15, 2005

Jade Hackshaw
2 7 Cedar Hill
Soufriere
St. Vincent

Dear Jade

I a m pleased to offer you a position with WAREHOUSING LTD as an Inventory Clerk


in the Stores Department as of July l, 2005.

You will report directly to Mr. Matthew, the Warehouse Manager, at 8:00a.m. Your
appointment is at Grade III on the salary scale. Your gross salary will be EC$24 000
annually. You will be paid on a monthly basis. In addition you will be entitled to
sixteen (16) days paid annual vacation leave.

I a m confident that you will make an excellent addition to the firm, and ther efore I
bid you welcome.

Should you have any questions, please do not h esitate to call m e.

Sincerely,

Petra Joinville

Human Resource Manager

(a) Write a letter of acceptance in response to the offer. ( 8 marks)

(b) List FOUR skills that an invent• ry clerk would need to perform competentl y ir the job.
( ... marks)

(c) Explain the importa nce of a n Out Card placed in a file, to someone who wants to
borrow that fi le. ( 3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


0 1237020/F 2005
-4 -

4. (a) Describe the procedure the receptio nist should follow in E ACH of the situations listed
below:

(i) Making appointments for a client to meet with an executive. ( 4 m arks)

(ii) Receiving letters and parcels ( 3 m arks)

(b) In your answer booklet arrange the following business cards

(i) In alphabetical order ( 4 marks)

(ii) By subject ( 4 m a rks)

WAREHOUSING LTD DYNAMIC WORKPLACE INC


125 Ma p le Street 16 Trendy Avenue
Kingston 7 , JA Kingstown, St. Vincen t

John Evans
STORAGE SPAC E RESEARC H CONSULTANTS
SALE S & RENTALS
Tel: 876-928-3617 Tel : 756-72 1-7717
Fax· 876-123-4564 Fax: 756-485-2361
E-mai l: warehouse @WAR .org E-mail : dynawo @DYN .Net.SV

MODERN OFFICE LTD WILLIS OFFICE SUPPLIES LTD


2 Bayview Towers 126 Juan Ch r is to Calle
Lands E nd, St. Lucia B elmopan, Belize

OFFICE S UPPLIES OFFICE HARDWARE

Tel: 758-452-4386 Tel: 501-362-1 111


Fax: 758-468-4302 Fax: 501-362-1113
E-mail: modof @SLU.net E-mail : wilos @LTD.BZ

Total 15 marks

GO ON TO THE NEXT PA GE
0 1237020/F 2005
- 5 -

S E C T IO N II

A n sw er any T W O qu estio n s in this section.

5. (a) (i) State TH R E E ways in w hich an individual may benefit from an appraisal
interview with his or her supervisor. ( 3 m ark s)

(ii) Identify TH REE records used specifically in the Hum an Resource Department.
( 3 m a rk s )

(b) On M ay 31, 2005 the Business Departm ent of M arlie High School subm itted a purchase
requisition for three standard teachers’ desks and three swivel chairs from W illis Office
Supplies Ltd. The catalogue num bers were D4 and SC3 respectively. The requisition
was prepared by A. Cape, authorized by B. Sect and approved by C. Prof.

(i) Use the inform ation above to com plete the Purchase Requisition form provided.
( 7 m a rk s)

(ii) Explain the difference between a ‘Purchase Requisition’ and a ‘Stock Requisi­
tion’. ( 2 m ark s)

Total 15 m a rk s

6. (a) A contract o f em ploym ent was given to you when you joined the firm as an accounts
clerk. List FOUR terms or conditions that would be outlined in such a docum ent.
( 4 m a rk s)

(b) One o f your first responsibilities in the A ccounts Departm ent is to respond to ALL
issues relating to debit and credit notes.

Reproduce the follow ing table in your exam ination booklet. Identify ONE condition
for issuing EACH o f the docum ents listed in the table.

Debit Notes Credit Notes


1 1
( 2 m a rk s)

GO ON TO TH E NEXT PAGE
01237020/F 2005
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(c) From the information given below, determine the value of the closing stock at May 30,
2005, using the First In First Out method of stock valuation. You are required to show
all working in your answer booklet.

STOCK
WAREHOUSING LTD
RECORD
CARD
A4 Paper, White

Maximum Level 100

Minimum Level 30

Purchases Sales

Date Unit Date


2005 Quantity Price 2005 Quantity

May 1 b/f 60 $8.00

May4 40 $8.00 May 6 50

May 14 70 $9.00 May 9 20

May24 70 $10.00 May 18 20

May25 60

( 9 marks)

Total IS marks

GO ON TO THE NEXT PAGE


01237020/F 2005
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7. (a) One of the functions of the Factory Office is to ensure that the cost of the finished
product is reliably established if a business is to make a profit. List FOUR factors that
should be considered in the costing of finished goods. ( 4 marks)

(b) Examine the excerpts from the Cash Book and bank statement listed below and answer
the following questions:

CASHBOOK
May 1 Bal b/f $6 900 May 2 M&C $2 000

3 Ms E Knight 400 3 C&W 850


10 V. Gordon 350 15 Distillers Ltd 750
20 Sales 2 000 18 JoAnne 150
25 N Couman 200 24 K Atkins 75

30 Sales 1 500 30 Water Co 300


31 Bal c/d 7 225
$11 350 $11 350
June 1 Bal b/f 7 225

BANK STATEMENT
2005 Details Dr Cr Balance
May 1 Bal b/f 6 900
4 Me Knight 400 7 300
4 M&C 2 000 5 300
5 C&W 850 4450
15 Interest 40 4 490
21 Deposit 2000 6 490
25 K Atkins 75 6 415
26 N Couman 200 6 615
31 Bank Charges 25 6 590

(i) Explain what is meant by the May 1 balance in the bank statement.
( 2 marks)

(ii) Revise the cash book balance. ( 3 marks)


(iii) Prepare the bank reconciliation statement at May 31, 2005 . ( 6 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2005
- 8-

8. (a) List THREE documents that are needed when goods are to be shipped to an overseas
buyer. ( 3 marks)

(b) List THREE pieces of information that would be considered important in a Planning
Master. ( 3 marks)

(c) Modern Office Ltd offered your company, Terrace Mills, the following terms of sale:

A4 Bond Paper, 24 reams at $45.00 each


Less Trade Discount of 25%
Further 20% cash discount for early settlement of the transaction

Assume that your company takes advantage of all of the discounts offered.

(i) Calculate the final payment. Show ALL working. ( 4 marks)

(ii) Use the form provided to prepare the cheque for payment. After you prepare the
cheque, it will be signed by your manager, Karex Bridglal. ( 5 marks)

TotallS marks

ENDOFTEST

01237020/F 2005
Question No ... ?·.. ... 0?~ ... _(~).. Candidate No. . ....... ... .... . ..... .

PURCHASE REQUISITION

NAME: REQUISITION#: _ _ _10_ __

DATE: _______ _ _ __
DEPT: - - - -- - - - - - -- - - -

TO: - - - - -- - - - - - - - - -

Please order the following:

QTY CODE DESCRIPTION SUPPLIER

Authorized by:

JobTitle: - - - - - - - -- - - - - - - - - - - - - - - - - - - -

Approvedby: - - - - - - - - - - - - - - - - - - - - - - - - -

Received by Purchasing: - - - - - - - - - - - -- - - - - - - - - -

01237020/F 2005
8. (b) (ii)
Candidate No .... . ... . ... . .... .. .... . ... .
Q uestion No.

TERRACE MILLS
LOT 20 HAPPY VALE ESTATE
ST MICHAEL
-------------------· 20____

Pay to the order of --------------------------------- - - -- - - ~~$______~


Thesumof: ______________________________________________ / 100 _____

ISLAND BANK
HAPPY VALE
ST MICHAEL
MANAGER
BARBADOS

015 7005650 002 41171 38

01237020/F 2005
TEST CODE 01237032
FORM TP 2005114 MAY/JUNE 2005

CARIBBEAN EXAMINATIONS COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE PROCEDURES

Paper 03/2 - General Proficiency

11 hours

In addition to the li
hours candidates are allowed
15 minutes to read through the paper. WritingMA Y
begin during this time.

INSTRUCTIONS TO CANDIDATES

1. Candidates MUST use this answer booklet whe n responding to the questions. Fo r EACH
question, write your answer in the s pace indicated a nd re turn the answer booklet at the end of the
examination.

2. Use the CASE to answer the questio ns.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright © 2004 Caribbean Examinations Counc il.


All rights reserved.
01237032/F 2005
-2-

TOPIC: "Managing the Human Resources Element in a Dynamic Work Environment."

THE CASE

Since the year 2000, " Dynamic Workplace", located at 16 Trendy Avenue, Kingstown, S t. Vincent, has
been researching, tracking and publ ishing information about trends and changes taking place within
the local and global work environments. Informa tion gathe red by the Human Resource Departme nt
showed that there would be major changes in j obs and workplace requireme nts.

In the world of work there has been a major transformation for which a solution must be found. M any
of the traditional j obs are disappearing. New techno logy has allowed for easy access to information and
this is changing the nature and organization of work itself. Businesses and organi zations have to re-tool
in order to survive and meet g lobal standards.

The education system must therefore address this very important matter in order to prepare young
graduates for the e me rging work environment. Two ma in characteristics of this new work e nvironment
are li sted be low. They are

the lack of job security


• the rise in contract and te mporary employme nt

Gradua tes mu st therefore focus on self-employ ment, home-based work, networking and fl exi-work
arrangements, among others. There will be an increase in the demand to fill positions in job areas such
as customer service, quality control and leading teams. On the othe r hand there will be a reduced
demand to fill positions such as Data Entry C lerks, Foremen and Jani tors as these positio ns may be
automa ted or outsourced to another company.

"Dynamic Workplace" is recommending that new entrants to the workforce acquire suitable qua lifi ca-
tions, positi ve work attitudes, techno logical s kills and personality tra its to rema in on the c utting edge.

Answer ALL questions.

1. S tate THREE fu nctions that the Human Resource Department of Dynamic Workplace would
have to perform apart from researching, tracking and publishing information.

( 3 marks)

2. (a) D ynamic Workpl ace has identif ied some traditiona l j obs whi ch are disappearing.
Ide ntify THREE other types of traditional j obs that may a lso fit into that group.

( 3 marks)

GO ON T O THE NEXT PAGE


0 1237032/F 2005
- 3-

(b) List TWO duties that are performed by the clerk in the Human Resource De partment
of Dynamic Workplace that would require the use of advanced technology and identify
the type of technology to be used.

Duties to be performed: Advanced Technology to be used :

( 4 marks)

3. Identify THREE types of records that Dynamic Workplace would prepare for their employees.

( 3 marks)

4. Identify THREE internal facto rs and TWO external factors that could influe nce new recruits to
stay with Dynamic Workplace.

Internal Factors External Factors

( 5 marks)

5. Suggest TWO ways in which a part-time empl oyee may use the print and electronic medi a to
increase his/her employment opportunities.

Print Media:

Electronic Media:

( 4 marks)

GO ON TO THE NEXT PAGE


0 1237032/F 2005
-4-

6. (a) Make FOUR recomme ndatio ns to a graduate who is preparing for a job at D ynamic
Workplace.

( 4 marks)

(b) Identify FOUR basic qualifications or skills needed by new applicants seeking to ho ld
positions at Dy namic Workplace.

( 4 marks)

7. (a) Dynamic Workplace states that new work options will focus on self-employ ment.
List THREE benefits of self-employment to the economy of your country.

( 3 marks)

(b) State TWO benefits that Dynamic Workplace could receive from flexi-work arrange-
ments.

( 2 marks)

GOONTOTHENEXTPAGE
0 1237032/F 2005
0 •

-5-

8. List FIVE recommendations that D ynamic W orkplace could make to educators seeking to
prepare young graduates for the new work environment.

( 5 marks)

9. Your friend had been invited to a job interview at D ynamic Workplace. List THREE features
of his/her physical appearance to whic h your friend s hould pay attention for the interview.

( 3 marks)

10. D ynamic Workplace interviewed 50 e mpl oyees a bout "Pro ble ms Encountered When
Implementing New Technology in Traditional Offices". The foll owing findings were revealed:

FINDINGS RESPONSES

(a) Reluctance to use new equipment 25


(b) Invasion of employees' privacy 30
(c) Invasion of organization's pri vacy 20

Draw a bar graph showing the respon ses of employees to the findings lis ted in (a), (b) and (c)
above. ( 7 marks)

Total 50 marks

END OF TEST

Ol237032/F 2005
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 1

T EST CODE 01237020


FORM TP 2006116 MAY/JUNE 2006

CARIBBEAN EXAMINATIONS COUNCIL


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION

Paper 02 - General Proficiency


2 hollrs

( 06 JUNE 2006 (a.m.) )

INSTRUCTIONS TO <.:ANDIDATES

I. Number each answer in your booklet correctly.

+ +
2. Begin each answer on a new page.

3. Use the blank forrn(s) supplied to prepare answers where necessary.

4. Answer ALL questions in SECTION I and any TWO in S ECTION JJ.

DO NOT TURN THIS PAGE U NTIL YOU ARE TOLD TO DO SO

Copyright © 2005 Caribbean Examinations Council ®


All rights reserved.

01 237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 2

-2-

SECTION I

Answer ALL questions in this section.

1. (a) Identify TWO duties of EACH of the following positions in the Administration Office:

Clerk typist
Secretary (4 marks)

(b) List THREE activities performed in the office which support the production of goods
and services in a business organisation. (3 marks)

(c) Management of Total Supplies is considering the centralization of reprographic services


within the company. They have asked you, Edwise Gyf, General Office Clerk, to make
comments on the proposed policy change.

Write a memorandum to the Office Administrator providing FOUR justifications for OR


against the idea. (8 marks)

Total 15 marks

+ +

GO ON TO THE NEXT PAGE


01237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 3

- 3-

2. (a) List THREE types of information which can be found in trade journals. (3 marks)

(b) Identify TWO means of communication, and give ONE example of EACH.
(4 marks)

(c) Brenman's International Company has its head office in San Francisco, California. The
company has branch offices in Kingston, Jamaica; Port-of-Spain, Trinidad; and London,
England. Office hours are 8:00 a.m. to 5:00p.m. local time in each city.

Using the information in the table below:

(i) Calculate the times in London, San Francisco and Port-of-Spain that correspond
to the times calls are made from Kingston, Jamaica. Indicate the times using the
24-hour clock. (3 marks)

(ii) State the implications of contacting office staff in EACH city from the Kingston
office at the times indicated in (i) above. (3 marks)

(iii) Calculate a suitable period of time, during office hours in Kingston, Jamaica
when the four cities can be linked for a conference call. (2 marks)

Time in Local time in Implications for


Kingston, Name of city called city called contacting office staff
Jamaica (24-hour clock)

+ 3:()()

8:30a.m.

4:20p.m.
p.m. London (5 hours ahead)

San Francisco (2 hours behind)

Port-of-Spain (1 hour ahead)

Total 15 marks
+

GO ON TO THE NEXT PAGE


01237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 4

-4-

3. (a) (i) Identify THREE pieces of information that an immigration oftlcer can obtain
from a passport. (3 marks)

(ii) Identify TWO documents that arc required when applying for a visa to enter the
United States of America. (2 marks)

(iii) State TWO services provided by travel agencies. (2 marks)

(h) State the actions that you should take in EACH of the following situations.

(i) A customer would like to gain access to his wife's personal chequing account.
(3 marks)

(ii) Your supervisor has asked you to inform a new employee about ways to safeguard
confidential information. (3 marks)

(iii) You have observed your co-worker leaking customer information to the media.
(2 marks)

Total 15 marks

4. (a) List THREE reasons why a receptionist should make use of a diary. (3 marks)

(b) (i) Give TWO reasons why the alphabetical filing system is important.

+ +
(2 marks)

(ii) State ONE way a company involved in exporting may use geographical filing.
(1 mark)

(iii) List ONE type of document which is best filed under a numerical sy.~tem.
(1 mark )

(c) Listed below are some of the companies with whom you do frequent business.

Sagicor
Woolsworths
First Caribbean International Bank
Price Waterhouse Coopers
The Ship Inn
Elliot Mottley & Sons
Percy King Auto Parts
Sparks Catering Services

Arrange the names in order for fi ling in an alphabetical system. (8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 5

-5-

SECTION II

Answer any TWO questions from this section.

5. (a) (i} State TWO ways in which the employer benefits from issuing protective clothing
and gear to employees. (2 marks}

(ii) List TWO ways in which an employee benefits from workmen's compensation
when injury occurs on a company's premises. (2 marks}

(iii) At M&J Company Ltd. the statistics show that employees often leave the job
within two years of employment List TWO possible reasons for the high labour
turnover in the company. (2 marks)

(b) Use the PE1TY CASH BOOK form provided to post the following transactions.

Totals
Date Details
$ ~

May2 Cash

6 Fares 35 50

+ II

14

19

25
Refreshments

Paper and cards

Motor oil

Envelopes
55

18

21

19
00

25

00

00
(5 marks)
+
Balance the cash book as at May 31, 2006 and restore the imprest. (4 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 6

-6-

6. (a) Identify THREE ways in which the computer can he used to increase the efficiency of the
Sales Depanment. (3 marks)

(b) In today' s market place, businesses accept either a debit or a credit card. State ONE
similarity and TWO differences between these types o f cards. (3 marks)

(c) Some answering machines are programmed to operate without manual assistance. State
FIVE advantages of this to the organization, and THREE disadvantages of the system.
(9 marks)

Total 15 marks

7. (a) Give the meaning of the following terms as used in trading documents:

(i) Free on Boanl (2 marks)

(ii) Ex Works (2 marks)

(iii) Cost, Insurance and Freight (2 marks)

(h) Kai Marquis, a graduate from Alma Mata High School has designed a line of clothing
which he thinks will be appropriate for the youth. He has used fabrics s uch as cottons
and linens which are narural and light. Many of the styles are appropriate for street wear,
relaxing, graduation and other formal occasions, and they are affordably priced.

+ He has asked your company Knocking Threads Ltd. to adopt and market the line for
him. Your manager has asked you to draft the press release for marketing this new product

In not more than 50 words, prepare the draft press release which will attract the attention
of potential buyers. (9 marks)

Total 15 marks
+

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01237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 7

-7-

8. (a) Identify THREE tasks !hat are typically performed by a clerk in the factory oftice in the
preparation of a shift roster. (3 marks)

(b) The clerk in the Dispatch and Transport Office must liaise with the Sales Department.
Give THREE benefits of lhis interaction in lhe dispatch of goods. (3 marks)

(c) Following is the Planning Master prepared by the Supervisor of the production process
at Mi Belle Robe Ltd. for two jobs. A and B, to be produced.

(i) Use the information in the Planning Master to complete lhe Cost Analysis Sheet
provided for the two jobs. You must show the total cost of materials used,
machines, tools and equipment, and labour. (5 marks)

(ii) Calculate the total cost of producing Jobs A and B. (4 marks)

Ml BELLE ROBE LTD.


STLUCIA

PLANNING MASTER
For Week Ending July 30, 2006

Item Quantity Materials Machines Tools Equipment Time Workers

A 100 50 yards Pressing Binder Lathe 1 week 5

+ B

Comments:
100 100 yards Moulding

Materials are costed at $2.00 per yard


Machines @ $1 ,000 .00 per week
Tools@ $ 100.00 per week each
Equipment @ $100.00 per week each
Dryer I week 10

+
Labour @ $500.00 per week, per person

Tota115 marks

ENDOFTEST

0 1237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 8

Question No. 2. (c) Candidate No. ............................................... ....... ..

Time in Local time in Implications for


Kingston, Name of city called city called contacting office staff
Jamaica (24-hour clock)

3:00p.m. London (5 hours ahead)

!5:30a.m. San Francisco (2 hours behind)

4:20p.m. Port-of-Spain (1 hour ahead)

+ --

01237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:06 Page 9

Question No. .............s:....<h.l............ . Candidate No.

PETTY CASH BOOK

CR. DR.

Cash
Dale Voucher Totals Postage Travel Stationer y Miscellaneous
Received Details
No.
$ ~ $ ~ $ ¢ $ ¢ $ ~ $ ¢

250 00 May2 Cash

+ I
+

01 237020/F 2006
Office Admin Paper 2 2006 138x216.qxd 16/10/08 14:07 Page 10

Question No.
8. (c)
.................................... Candidate No. ......................... ... ........................... .

COST ANALYSIS CARD

MI BELLE ROBE INC.


STLUCIA

Cost Analysis Card

Product Materials Machines Tools Equipment Labour Overheads Total Cost


$ $ $ $ $ $ $

A 500.00

B 1,000.00

+ +

01237020/F 2006
Office Admin Paper 3-2 2006 138x216.qxd 16/10/08 14:09 Page 1

TEST CODE 01237032


FORM TP2006117 MAY/JUNE 2006

CARIBBEAN EXAMINATIONS COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 - General Proficiency

l'h hours

In addition to the 1'lz hours candida~s are allowed


15 minutes to read through the paper. Writing
MAY begin during this time.

INSTRUCTIONS TO CANDIDATES

+ I.

2.
Candidates MUST use this answer booklet when responding to the questions. For EACH question.
write your answer in the space indicated and return the answer booklet at the end of the
examination.

Use the CASE to answer the questions.


+

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright © 2005 Caribbean Examinations Council ®


All rights reserved.

01 237032/F 2006
Office Admin Paper 3-2 2006 138x216.qxd 16/10/08 14:09 Page 2

-2-

Read carefully the case below and answer all the questions that follow.

Burrows and Sons Ltd. of 16 Halliday Avenue, Belmopan, Belize, is a medium-sized, family-
owned, wholesale and retail business. Martin Burrows, its founder, boasts of developing the business
over the thirty years of its existence. Most of the staff have been employed with the company since
its inception. Over the years these individuals cultivated a sense of loyalty and adopted a ' family-
like' approach at the workplace. More recent recruits, however, complain about the manual systems,
workflow problems, long hours, poor work environment and ergonomics. As a result, there is a
rapid labour turnover among the younger staff members. Furthermore, Mr Burrows has refused
the advice of his staff concerning upgrading the technology in the business and introducing new
products.

lO Dean Burrows, his son, joined the company as Marketing Manager. He has completed tertiary-
level stndies in Entrepreneurial Education. He has listened to the staff, spoken to his father and
assessed the financial status of the company.

The eventual result of this situation will be a merger with the technology-driven Integrated
Information Systems Company. As the terms and conditions are being negotiated, some employees
IS at Burrows welcome the change and readily express their feelings that new processes and
opportunities for advancement will be forthcoming. Others are fearful of the demands and plan to
retire. The Human Resource Department of Integrated Information Systems Company is aware of
the need to prepare workers of Burrows and Sons Ltd. for the process of change. They have
planned a series of staff workshops that are aimed at providing support to employees so that they
20 may cope with the transformation.

+ 1.
Answer ALL questions.

List THREE traits that Mr Burrows should possess that would demonstrate a positive relationship
with his employees.
+
(3 marks)

2. State TWO ways in which a 'positive' culture is demonstrated in the workplace among employees.

(2 marks)

GO ON TO THE NEXT PAGE


01237032/F 2006
Office Admin Paper 3-2 2006 138x216.qxd 16/10/08 14:09 Page 3

-3-

3. Stare FOUR ergonomic changes that Mr Burrows could have made in the workplace.

(4 marks)

4. State TiiREE reasons why employees' loyalty is particularly necessary among the staff in the
Sales and Marketing Department.

{3 marks)

5. Your friend works in the Sales Department of Burrows and Sons Ltd. List FOUR pieces of
modem technology that he can suggest to Integrated Information Systems Ltd. to support his
work on a daily basis.

+ (4 marks)
+
6. The Human Resource Department of Integrated Information Systems Company is conducting a
needs analysis on employees at Burrows and Sons Ltd. Employees' skills and attitudes are the
main categories assessed.

List THREE examples of EACH category.

SKILLS ATTRffiUTES

(6 marks)

GO ON TO THE NEXT PAGE


01237032/F 2006
Office Admin Paper 3-2 2006 138x216.qxd 16/10/08 14:09 Page 4

-4-

7. For EACH of the two categories, skills and attitudes, that Integrated Information Systems Company
is focusing, develop THREE questions that may be asked in a needs analysis questionnaire.

Questions on SKILLS:

(i)

(ii)

(iii)

Questions on ATTITUDES:

(i)

(ii)

(iii)
(6 marks)

8. In the space provided below, prepare a notice to ALL staff to inform them of the workshop on
"CHANGE" which will he held on June 30,2006 from 9:00-11:00 a.m. It will be conducted by
Mrs Liz Selman, the Human Resource Manager of Integrated Information Systems Company.
The workshop is intended to provide employees with information and strategies in relation to the
change process.

+ Burrows and Sons Ltd.

(6 marks)

GO ON TO THE NEXT PAGE


01 237032/F 2006
Office Admin Paper 3-2 2006 138x216.qxd 16/10/08 14:09 Page 5

- 5-

9. Assume that you are Britt Kellshall of 12 Cape City, Belmopan , Belize. You accepted a job orter
for the post of Marketing Clerk from a company that is located closer to your home and you pl an
to resign your position a:; Senior Clerk in the Administration Department of BmTows and Sons
Ltd. within a month's time. Write a letter of resignation.

+ (8 marks)
+

GO ON TO THE NEXT PAGE


01237032/F 2006
Office Admin Paper 3-2 2006 138x216.qxd 16/10/08 14:09 Page 6

-6-

10. (a) Identify FOUR skills that Britt Kellshall would have acquired in her job as Senior Clerk
in the Administration Department that will be utilized in her new job as Marketing Clerk.

(4 marks)

(b) State FOUR ways in which the clerk in the Human Resource Office will give support to
the Human Resource Manager as she conducts the workshop sessions referred to in
Question 8.

(4 marks)

+ +
Total 50 marks

ENDOFTEST

01237032/F 2006
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 1

TEST CODE 01237020


FORM TP 2007112 MAY/JUNE 2007

CARIBBEAN EXAMINATIONS COUNCIL


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 - General Proficiency
2 hours

( 05 JUNE 2007 (a.m.))

INSTRUCTIONS TO CANDIDATES

I. Number each answer in your booklet correctly.

2. Begin each answer on a new page.

3. Use the blank form(s) supplied to prepare answers where necessary.

+ 4. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright© 2006 Caribbean Examinations Council®.


All rights reserved.
01237020fF 2007
- 2 -

SECTION I

Answer ALL questions in this section.

1. (a) (i) Give T W O reasons for the deploym ent of stuff in an organisation.
( 2 marks)

(ii) State T W O ways in w hich an em pioyee may benefit from deployment.


( 2 marks)

(b) List T H R E E physical objects that can contribute to ergonom ics in the office.
( 3 marks)

(c) You believe that your co-w orkers need to display positive attitudes in the workplace.

Copy the table below in your answ er booklet. U nder EA CH type of responsibility,
state O N E activity that indicates how EA CH o f the positive attitudes listed can be
dem onstrated.

Key Positive
Attitudes Employee’s Responsibility Employer’s Responsibility

Team -spirit and


cooperation

Honesty

Politeness

Punctuality and
regularity

( 8 marks)

Total IS marks

GO ON T O THE NEXT PAGE


01237020/F 2007
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 3

-3-

2. (a) (i) Give ONE advantage and ONE disadvantage of using electronic mail (e-mail)
as a means of conununication in business. ( 2 marks)

(ii) List THREE examples of visual forms of conununication. ( 3 marks)

(iii) State TWO barriers to effective conununication. ( 2 marks)

(b) You are Greta, the receptionist, at Ambit Marketing Services where an upgraded voice
messaging system has been installed on the switchboard.

Ms. Chin, the Office Administrator, left the following note on your desk.

Greta:

Please draft a message for the new voice messaging system. Organise the
following information in the message so that when customers call they will
hear it.

Instructions to record a message


Action that will be taken by Ambit Marketing System
Name of the Company
Reason for recording a message
Thanking the caller

+ A greeting

Draft a message for the new voice messaging system using the instructions given in
tl1e note. ( 8 marks)

Total 15 marks
+

GO ON TO THE NEXT PAGE


01 237020/F 2007
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 4

-4-

3. (a) (i) List FOUR steps in the information cycle of an information management
system. ( 4 marks)

(ii) Identify THREE types of information that will be found in the records
management system in a school. ( 3 marks)

(b) (i) Copy the following table in your answer booklet. Use the format provided to
write EACH of the following names in the boxes to show the correct indexing
order.

UNIT

Names 1 2 3 4

Grenada Labour
Surveys Department

The Daily Review.


Jamaica

Mary Samson-Hill

+ +
Bank of the
Caribbean

4marks)

(ii) Prepare the cross-reference sheet for Mary Sampson-Hill. ( 1 mark)

(iii) Arrange the THREE remaining names in alphabetical order. ( 3 marks)

Total 15 marks

4. (a) State THREE ways in which employees, while working in reception and hospitality,
could portray a positive image of the business. ( 3 marks)

(b) Identify TWO categories of visitors to the Reception and Hospitality area.
( 2 marks)

(c) List TWO steps that should be followed by the receptionist when c ancelling an
appointment. ( 2 marks)

GO ON TO THE NEXT PAGE


01237020/F 2007
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 5

-5-

(d) Read the following advertisement which appeared in the Daily Spectrum Newspaper.

Office Assistant

Are you willing to take the challenge?

A promising new organisation is seeking to fill a vacancy in its Marketing


Customer Relations Division. The prospective candidate must have
a vibrant personality and should be a hard-working team player.
Competence in word processing skills and proficiency in oral and written
communication will be an asset. Excellent salary and benefit package.

Address applications to the Human Resource Manager, 481 Haskins


Road, Georgetown, Guyana.

Closing date for receipt of applications is June 30, 2007.

Use the headings in the following table to develop a checklist of FOUR factors and
considerations to help you make a decision about applying forthe position. An example
is done for you.

+ Factors

What are my personal wishes?


Considerations

To work in an office
Yes

"
No

+
( 8 marks)

Total 15 marks

GO ON TO TilE NEXT PAGE


01237020/F 2007
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 6

-6-

SECTION II

Answer any TWO questions in this section.

5. (a) Identify THREE criteria that employers may use for short listing applicants for a job.
( 3 marks)

(b) State THREE possible reasons for the dismissal of an employee from a job.
{ 3marks)

(c) The human resource department of a service business provided the following data for
the management report.

STAFF EMPLOYMENT 2005 2006


Number of employees on staff 200 200

Unauthorised sick leave 500 400


Days lost due to industrial disputes 130 10

Authorised sick leave 170 190


Staff terminated 20 5
Staff hired 0 0

+ (i)

(ii)

(iii)
Given that there are 200 working days in a year, how many working days could
be expected of the number of employees in 2005 and 2006?

What percentage of working days was lost in each year?


( 2 marks)

( 4 marks)

Draw the comparative graph to show the relationship between THE DAYS OF
WORK LOST for the two years. ( 3 marks)
+
Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2007
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 7

- 7-

6. (a) State THREE factors that the purchasing manager of a business should consider
when ordering goods. ( 3 marks)

(b) Give THREE reasons for keeping control of stock in a business. ( 3marks)

(c) The computer system at Marine Supplies Company Ltd updates its records when
items are sold or placed on the shelves.

As purchasing clerk you use the record of tnmsactions to prepare a quarterly report on
the value of stock.

On the form provided, use the information in the table below to calculate the value of
inventory using the FIFO method of stock valuation.

Record of Transactions
For period May -August, 2007

RECEIPTS/PURCHASES ISSUES
AC-DC Motors AC-DC Motors

2007 2007

May 5 5@$2 000 June 21 2

+ +
June 17 3@$3 000 July 22 1

July 21 2@$3 500 August 31 3

August 10 2@$5 000 - -

( 9 marks)

Total 15 marks

7. (a) State TWO duties performed by clerical staff in the factory office. ( 2 marks)

(b) List FOUR documents used in the despatch and transport of goods. ( 4 marks)

(c) An accident occurred in the factory of Bronson Office Furniture Manufacturers Ltd. at
1500 hours on May :'i, 2007. Mr Harry Khan was lifting planks of wood when they fell
on his left foot. The Emergency Health Services ambulance was called and he was
taken lo !he StMary's Hospital. This was the tenth accident for the year.

On the form provided, complete the accident report form so that the factory manager
will sign it on his retum to the office. ( 9 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


0 123 7020/F 2007
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 8

- 8-

8. (a) List THREE factors that must be considered when organising promotional activities
for a specific target market. ( 3 marks)

(b) Identify THREE persons that the marketing clerk may work with to generate suitable
packaging designs to promote their products. ( 3 marks)

(c) Walter and Chris work for the same company. Use the information provided below to
calculate:

(i) their gross pay; and

(ii) net wages for one week.

NATIONAL
HOURLY BASJC OVERTIME INSURANCE
COMMISSION
NAMES RATE OF HOURS ATTlME DEDUCTIONS
EARNED
PAY WORKED ANDA HALF FROM GROSS
PAY
Walter $10.00 40 5 hours 2% of $50.000 5%
Chris $20.00 39 7 hours - 5%

( 9 marks)

+ +
Total 15 marks

ENDOFTEST

II Ill
01237020/F 2007

8371 12
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 9

?: .. .. ~7).... .................
Question No . ........... Candidate No ................... .. ......... .... ....... .

MARINE SUPPLIES COMPANY


Purchasing Department

Record of Transactions FIFO Method


for Period May - August 2007

Item: AC-DC MOTORS

VALUE
DATE RECEIPTS ISSUES BALANCE
$
MayS

June 17

June 21

+ +
July 21

July22

August 10

August 31

01237020/F 2007
Office Admin Paper 2 2007 138x216.qxd 16/10/08 14:08 Page 10

Question No.......... . .?:....~~~···· .. ........... .... Candidate No............ .. . .. ............. . ...........

BRONSON OFFICE FURNITURE MANUFACTURERS LTD


&2 Harper Valley

Phone: 868-235-7786
e-mail: Bronsonfurniture@dyson.com

ACCIDENT REPORT

Accident No: Name of Employee:

Date: Time:

Description of Accident:

+ Action Taken:
+

Production Manager

01237020/F 2007
TEST CODE 01237032
FORM TP 2007113 MAY/JUNE 2007

CARIBBEAN EXAMINATIONS COHNCl L

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 - General Proficiency

'1hours

In addition to the 1*| hours candidates arc allowed


15 minutes to read through the paper. Writing MAY
begin during this time.

INSTRUCTIONS TO CANDIDATES

1. Candidates MUST use this answer booklet when responding to the questions, For EACH
question, write your answer in the space indicated and return the answer booklet at tiie end of the
examination.

2. Use the CASE to answer the questions-

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2006 Caribbean Examinations Council®.


All rights reserved.
01237032/F2007
Office Admin Paper 3-2 2007 138x216.qxd 16/10/08 14:10 Page 2

-2-

THE CASE

Mike's Hardware Store situated in Central Jamaica has long become a household name and is
currently celebrating forty years of excellent service.

Mike, his wife and two children put their partnership to business, sharing their time between
home, school and work. They perform all the administrative duties - from purchasing to
accounting, and from advertising and sales to despatch. With much work and dedicated service,
they have expanded to form a branch in the neighbouring parish with the two stores having
similar stock. Opening hours vary to reflect the areas in which they operate.

With the expansion, as well as changing times and the impact of modem technology, what started
out as a small hardware store can now be described as a 'one-stop shop'. Today, dry goods as
well as the manufacture and sale of furniture comprise their main business venture. Customer

+ +
service and high quality merchandise at competitive prices continue to be their focus. The staff,
three of whom have been there from its inception, is small but dedicated.

From the two stores, Mike is able to deliver orders island wide, even if it means sourcing goods
from outside Jamaica. Since they have become a cutting-edge business in more ways than one,
there is a lot to deliver. Delivery is done in a short time, as long as conditions are favourable and
the customers are willing to pay for the extra service. Customers have a choice of ordering their
goods through Mike's fax-in, telephone or e-mail services.

With the reputation for efficient and dependable service the stores have developed a good
clientele over time. They are sure that they will continue to reap good and lasting success.

GO ON TO THE NEXT PAGE


001237032/F 2007
Office Admin Paper 3-2 2007 138x216.qxd 16/10/08 14:10 Page 3

- 3-

Answer ALL questions.

1. To celebrate the company's 40th anniversary, Mike intends to run an advertisement for a
grand mid-year sale. In the space provided below, design an advertisement for Mike's
Hardware Store.

( 5 marks)

+ 2. Identify ONE way in which EACH of the following departments contributes to Mike's
Hardware Store.

Purch~ing: ----------------------------------------------------------

Accounting: ----------------------------------------------------------
+
Advertising: ---------------------------------------------------------

Srues: ----------------------------------------------------------

Despaoch: --------------------------------------------------------
( Smarks)

3. Dry goods as well as the manufacture and srue of furniture comprise Mike's business venture.
List TWO possible types of dry stock and TWO types of furniture stock that would be on sale.

DRY STOCK FURNITURE STOCK

1. ------- - - -- -------------- 1.
2. ______________________
2. ------------------------
( 4marks)

GO ON TO THE NEXT PAGE


01237032/F 2007
Office Admin Paper 3-2 2007 138x216.qxd 16/10/08 14:11 Page 4

-4-

4. Design a questionnaire for Mike's Hardware Store with FIVE questions to gather information
from customers and prospective customers on the possibility of establishing a third store.

( 7 marks)

5. (a) State THREE marketing strategies that could be put in place by Mike's Hardware
Store to attract customers to purchase items at competitive prices.

+ +
( 3 marks)

(b) "Customer Service" continues to be the focus of Mike's Hardware store.

Identify THREE ways in which Mike's Hardware stores can ensure customer
satisfaction.

( 3 marks)

6. Identify THREE safety measures that should be put in place by Mike's Hardware Store in the
making of furniture.

( 3 marks)

GO ON TO THE NEXT PAGE


01237032/F 2007
Office Admin Paper 3-2 2007 138x216.qxd 16/10/08 14:11 Page 5

-5 -

7. S tate 1HREE precautions that may be taken by employees at Mike 's Hardware Store to ensure
their safety at the workplace.

( 3marks)

8. State THREE traditional duties that may have been performed at Mike's Hardware Store, but
which arc now done using advanced technology.

TRADITIONAL DUTIES PERFORMED ADVANCED TECHNOLOGY NOW USED

1.

2.

3.
{ 6marks)

9. (a) Identify THREE personal skills/qualities that the staff should display at Mike's
Hardware Store if they are to maintain efficient and dependable service.

+ (b)
( 3 marks)

Identify THREE documents that would be used on a regular basis in the accounts
department at Mike's Hardware Store.
+
( 3marks)

G O ON TO THE NEXT PAGE


01 237032/F 2007
Office Admin Paper 3-2 2007 138x216.qxd 16/10/08 14:11 Page 6

-6-

10. Make FIVE recommendations to Mike's Hardware Store that are likely to ensure a low
turnover of staff.

( 5 marks)

Total SO marks

END OF TEST

+ +

01237032/F 2007
TEST CODE 01237020
FORM TP 2008019 JANUARY 2008

CARIBBEAN EXAMINATIONS COUNCIL


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 - General Proficiency
2 hours

( 09 JANUARY 2008 (a.m.))

INSTRUCTIONS TO CANDIDATES

1. Number each answer in your booklet correctly.

2. Begin each answer on a new page.

3. Use the blank form(s) supplied to prepare answers where necessary.

4. Answer ALL questions in SECTION I and any TWO in SECTION II.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright© 2007 Caribbean Examinations Council®.


All rights reserved.
· 01237020/JANUARY/F 2008
- 3-

2. (a) (i) Describe TWO ways in which EACH of the following functions can be achieved
in an office.

a) Obtaining information

b) Conveying information ( 4 marks)

(ii) Identify THREE skill s that are essential to the clerk who is performing the
functions mentioned in (i) a) and b) above. ( 3 marks)

(b) You are Ali Tee Boyd, Administrative Assistant in the office of the Sales Manager at
Super Sellers Inc. The Manager has asked you to organise a whole day follow-up
meeting for 10 sales representatives for January 30, 2008 in the Boardroom starting at
9:00a.m.

At the previous meeting you took the minutes and were required to update the price list
and reprint the 20 pages of the catalogue for representatives.

(i) Draft the NOTICE of the meeting to be sent out to participants.


( 3 marks)

(ii) Prepare a CHECKLIST of FIVE other tasks you must perform in preparation
for the meeting. ( 5 marks)

Total IS marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2008
-5-

4. (a) List THREE types of travel services that can be obtained from a travel agency.
( 3 marks)

(b) The following advertisement appeared in The Sun newspaper of December 2007.

VACANCY

SALES REPRESENTATIVE

A fast-paced growing company wishes to employ a hard-working,


self-motivated individual.

Required Skills: computer literacy, ability to drive, good


interpersonal skills. CXC Mathematics, English and Office
Administration will be an asset. The successful applicant will be
required to work without supervision.

Salary commensurate with qualifications and experience.

Send applications to: The H uman Resource Manager


55 Che Campache Ville
Roadtown, St. Kitts

Deadline for applications is January 31, 2008

Assume that you are Jean Paul of 36 Riverside Road, Roadtown, St. Kitts and that you
are interested in the position. Write a COVER LETTER to the firm indicating that your
resume is attached. ( 8 marks)

(c) Identify FOUR factors that are to be considered before applying for the vacancy that
you saw advertised above in the newspaper. ( 4 marks)

TotallS marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2008
Question No. . . .. ... . ~: . . .. .C~HD..... . Candidate No. . . . .. . .... . . . . . . .... . .

PURCHASE ORDER JoMarj Enterprise Order # 100


7 Vilmore Drive
Manchester

TO: DATE:

ADDRESS:

Please supp ly the following:

Unit Price Total


Quantity Description
$ $

TOTAL

•••••• • • •• • • • 0 ••••••• • •••• • •• • • • • • • • •• •

Prepared by

01237020/JANUARY/F 2008
Question No......... ?: ... .(~) .(i}~~q .(~i) Candidate No. . .... ............. . .. .

(i)
CURRENCY MEMORANDUM

Payments $100 $50 $20 $10 $5 $1

$500

$450

$420

$612

$706

(ii)
CASH SUMMARY

Notes:
$

X $100

X $50

X $20

X $10 =

X $5

X $1

TOTAL

01237020/JANUARY/F 2008
-7-

7. (a) List THREE internal factors and THREE external factors that contribute to high
employee turnover in an organisation. ( 6 marks)

(b) The company at which you are employed accepted FIVE students to complete their
Work Experience component of a two-year Business Studies Programme. They were
given the following amounts from the company for their outstanding services.

Syl Chin-Sue $500.00


Lynda Osugi $450.00
Olivia Subraj $420.00
Sandra Haliday $612.00
Mary Donley $706.00

The Accounts Department has issued a cheque for the total amount.

(i) Complete the CURRENCY MEMORANDUM FORM provided to send to the


bank with the cheque. The cash should be in the highest denominations issued,
so that EACH student will receive the exact amount due to her. ( 5 marks)

(ii) Prepare the CASH SUMMARY for the banlc ( 4 marks)

Total 15 marks

8. (a) Identify THREE types of bank accounts. For EACH type identified, state ONE
characteristic of it. ( 6 marks)

(b) A customer, Mr. Jade Gate, telephoned your sales office regarding- an order which was
placed two months ago and which was not delivered to him. The sales supervisor, Mr.
Orphy, after checking the sales orders for the period, believes that the order had been
filled and perhaps the problem lies with the Dispatch and Transport office. Mr. Orphy is
busy and is unable to follow up on what transpired, but has called you to explore the
possibilities. It is now your responsibility to determine what may have happened and
how best to resolve the issue to the satisfaction of Mr. Gate.

State the procedure to be followed to ascertain that ALL angles have been examined and
that the necessary persons are informed of the steps you have taken. Indicate also, what
. should be done to resolve the problem for Mr. Gate. ( 9 marks)

Total 15 marks

ENDOFTEST

01237020/JANUARY/F 2008
TEST CO DE 01237032
FORM TP 2008020 JA N U A RY 2008

CARIBBEAN EXAMINATIONS COUNCI L

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 - General Proficiency

1—hours
2

In addition to the 1-j hours candidates are allowed


15 minutes to read through the paper. W ritingM AY
begin during this time.

INSTRUCTIONS TO CANDIDATES

1. Candidates M UST use this answ er booklet when responding to the questions. For EACH
question, write your answ er in the space indicated and return the answ er booklet at the end of the
exam ination.

2. Use the C A SE to answ er the questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

C opyright © 2007 Caribbean Exam inations Council® .


All rights reserved.
01237032/JA N U A R Y /F 2008
-3-

2. Develop a checklist of SIX "Things to do" to prepare for career week.

( 6 marks)

3. Write a notice to your classmates for a meeting to decide on the theme for the career address by
Mr. Lenox Budram.

( 4 marks)

4. Prepare a FIVE item agenda for the meeting.

( 5 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2008
-5-

7. At a meeting following career week, the treasurer gave the following comparative report on the
expenditure for the last two years.

2007 2008
Expenditure $ $
Transport 300 250
Refreshment 100 200
Stationery 100 70
Press release 70 50
Miscellaneous 60 90

Draw a comparative graph to represent the above data.

( 7 marks)

8. From your experience in the planning of career week, and your general business studies, outline
TWO benefits to an organisation of working together as a team.

( 2 marks)

9. Write TWO recommendations to next year's business students for improving their career week.

( 2 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 1

TEST CODE 01237020


FORM TP 2008107 MAY/JUNE 2008

CARIBBEAN EXAMINATIONS COUNCIL


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 -General Proficiency
2 hours

( 30 MAY 2008 (a.m.))

INSTRUCTIONS TO CANDIDATES

1. Number each answer in your booklet correctly.

2. Begin each answer on a new page.

3. Use the blank form( s) supplied to prepare answers where necessary.

+ 4.

5.
Answer ALL questions in SECTION I and any 1WO questions in SECTION II.

The use of a silent non-progr=able electronic calculator is allowed.


+

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright© 2007 Caribbean Examinations Council® .


All rights reserved.
01237020/F 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 2

-2-

SECTION I

Answer ALL questions in this section.

1. (a) One method of distributing information is through e-mail messages. State TWO
other ways in which information is distributed

(i) within an organisation. ( 2 marks)

(ii) to customers. ( 2 marks)

(b) List THREE basic skills that are required of a general office clerk in a modem office.
( 3 marks)

(c) Assume that you are Massey Sam, office assistant. You received a voice mail from
Mr. Fitz, office manager, who is overseas. He asked you to send e-mail messages to
all managers to inform them that the weekly meeting has been postponed. In addition,
they must forward their departmental reports to him via e-mail by 30 June 2008.

Compose an e-mail message to be sent to all managers as requested by the office


manager. ( 8 marks)

Total 15 marks

+ +

GO ON TO THE NEXT PAGE


01237020/F 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 3

- 3-

2. (a) Give the meaning of the following terms:

(i) Telephone etiquette ( 2marks)

(ii) 'Smile with your voice' ( 2marks)

(b) List THREE categories of information contained in a telephone directory.


( 3marks)

(c) Assume that you are Julia Murray of 128 Melrose Lane, Roseau, Dominica. Write a
letter of application in response to the following advertisement that appeared in the
Daily Record, on 20 May, 2008.

VACANCY

Applications are invited from suitably qualified persons to fill the position of

GENERALOFACECLERK
at
MODERNINFOSYSTEMSLTD
Applicants must have:

+
General Education - at least 5 CXC General Proficiency subjects including
Office Administration
An effective command ofthc English Language

Applications with proof of qualifications and two recent references should reach

The Human Resource Manager.


Modern Info Systems Ltd.,
+
New Village,
P.O. Box 513,
Roseau, Dotninica

NO LATER THAN 10 .July. 2008.

( 8 marks)

Total 15 marks

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01237020/F 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 4

-4-

3. (a) Define EACH of tht: following terms lhat relate to meetings:


(i) Adjourn ( 2mnrks)

(ii) Motion ( 2marks)

(b) Identify THREE reasons why departmental meetings are important to staff.
( 3 marks)
(c) The Office Improvement Committee at your workplace is developing a Procedures
Manual that will be used to train new employees in customer relations. You have been
asked to develop a checklist of steps for the manual. Indicate SIX steps to be followed
when screening and receiving visitors.
(i) In your answer booklet, use the format given below to develop the checklist.

CHECKLIST

Did the employee? Yes No


I.
2.

3.

4.
5.

6.
( 6 marks)

+ 4. (a)
(ii) Write brief instructions for using the checklist. ( 2marks)

Total 15 marks

Identify THREE stages in the information cycle of a records management system.


( 3marks)
+
(b) List FOUR types of supplies used in the storage of records. ( 4 marks)

(c) You have been assigned the task of organising some files for the human resource
department of your company. Following is the list of potential providers:

The National Training Agency


St. Joseph' s Employment Agency
First Class Trainers
C & S Trainers

Arrange the files of these providers in the correct order for:


(i) indexing ( 4marks)
(ii) filing ( 4marks)

Total 15 marks

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01237020fF 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 5

-5 -

SECTION II

Answer any TWO questions in thi.~ section.

5. (a) State THREE situations in the workplace that may result in the need for disciplinary
action by the human resource department. ( 3 marks)

(b) List THREE pieces of information that are included in a Contract of Employment.
( 3 marks)

(c) On 30 April, 2008 the Payroll Clerk at Saithy's Hardware visited the bank and
withdrew money from Account No. 540673LT to pay wages to the following persons:

NAMFS WAGE AMOUNTS


Barry Hart $375.00
Perry Lewis $249.00
Ricky Ali $400.00
Henry Tidd $195.00

When the clerk returned to the office he prepared a wage package for each employee.

+ +
Use the form provided to complete:

(i) The wage cash analysis sheet provided. Use the highest denomination in
each case. ( 6 marks)

(ii) The signed withdrawal slip provided for the total sum of money to be withdrawn.
( 3marks)

Total IS marks

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0123 7020/F 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 6

-6-

6. (a) State THREE functions of the sales clerk in engaging in customer follow-up.
( 3 marks)

(b) The facsimile, answering machine and risograph are pieces of equipment that are
used in an organisation. Select any ONE of these and state THREE ways in which it
contributes to efficiency in the sales and marketing office. ( 3 marks)

(c) The information below relates to the stock record of Harding Stationers Ltd. Calculate
the value of the closing stock at May 31, 2008, using the Last In First Out (LIFO)
method of stocl:: valuation. You are required to show workings in your answer
booklet.

Harding Stationers Ltd.


Stock Record Card

Ruled Paper, Coloured


Maximum Level: 200 reams
Minimum Level: 50 reams

REMAINING TOTAL
DATE RECEIVED DATE SOLD STOCK VALUE

t May3

Mayl4

Mayl7
25 @ $40. each

10 @ $45. each

40 @ $50. each
May15

May31
5@ $45. each

10@ $50.
+
Closing
stock

( 9 marks)

Totall5 marks

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01237020/F 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 7

- 7-

7. (a) (i) Nrune the symbol shown below.

III
6 9 7 5 384
( 1 mark )

(ii) State TWO ways in which the above symbol is used in stock control.
( 2 marks)

(b) Identify THREE documents that are used in the purchasing procedure. ( 3 marks)

(c) As an employee of the promotions and marketing department of New Age Products
Inc., you have been asked to develop a new portfolio of promotional strategies for
the latest cellular telephone on the market called ' Hi Life'. Your competitors are
offering free phones and I 000 minutes of free talk time.

(i) State FOUR promotional activities that may be organised by New Age
Products Inc., for the launch of the cellular telephone. ( 4 marks)

+ +
(ii) Prepare an advertisement on any media for example radio, television, print, for
the cellular telephone to inform buyers about its latest technology, size,
appearance, availabiHty and price. ( 5 marks)

Total 15 marks

8. (a) Identify THREE functions of the factory office. ( 3 marks)

(b) List THREE documents used when sending air freight to another country.
( 3 marks)

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01237020/F 2008
Office Administration 2 2008.qxd 16/10/08 16:02 Page 8

- 8-

(c) The production manager at Fit Right Garments Ltd. has to make decisions based on
the production cost of ONE sports t-shirt. She prepares the Job Cost Card shown below.

FIT RIGHT GARMENTS LTD.


JOB COST CARD
Job No ..........•....... 321 Number of Units ....... 600
Job Title ....•..•....... Sports t-shirts
Description .......... Crew neck cotton t-shirts assorted colours and sizes

UNIT
DATE REF PARTICULARS UNIT COST COST

MAY31,
2006 TSSOO $ $
Ma.tmll
Stretch cotton 300metres 5.00 1500.00
Cotton thread 40 reels 2.00each 80.00
Stretch collars 600 .50 each 300.00
Fabric dye 20boxes 2.00each 40.00
Labour 50 hours 20.00 1000.00

+ +
Total Costs

Ea~:;t!.lcy !.lll~:rh!:iUl~

Add:20%
Total costs of job
COST PER UNIT

(i) In your answer booklet, show the procedure used to calculate EACH of the
following:
a) Total costs ( 1 mark)
b) Factory overheads at 20% ( 1 mark )

c) Total costs of job ( 1 mark)


d) Cost per unit ( 2marks)
(ii) The production manager plans to sell the t-shirts at $10.00 each. Calculate
whether there will be a profit or loss at this price, and if so, how much.
( 2marks)

--- (iii) State TWO reason s for the production manager's liaising with the accounts
department on this job. ( 2 marks)

--
iiiiiiii

-= ENDOFTEST
Thtal15 marks

01237020/F 2008
Office Administration 2 2008.qxd 16/1 16:02 Page 9

5. (c) (i) & (ii)


Question N o..................... ....................................... Candidate No.

(i)
CASH ANALYSIS

NOTES CASH
X S100
X $20
X $10
X $ 1
COINS
TOTAL

(ii)
WITHDRAWAL SLIP

ACCOUMT NUMBER D ate 30 A pril, 2 0 0 8

B ia n c b : B elm opan

NAME _______ S a i th y ’s H a rd w a re _______________


DEBIT the above mentioned account w ith the sum of

DOLLARS

Sign here Troy Campbell/


$

ALGERIAN BANK TOTAL DEBIT

01237020/F2008
Office Administration 3-2 2008.qxd 16/ 0/08
16/1 08 16:30 Page 1
J

TEST CODE 01237032


FORM TP 2008108 MAY/JUNE 2008

CARIBBEAN EXAMINATIONS COU N C IL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 - General Proficiency

j J . I* l i t I W ‘
2

In addition to the l4 hours candidates are allowed


15 minutes to read through the paper. WritingMAY
begin during this time.

INSTRUCTIONS TO CANDIDATES

1. You MUST use this answer booklet when responding to the questions. For EACH question*
write your answer in the space indicated and return the answer booklet at the end o f the
examination.

2. Use the CASE to answer the questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO,

Copyright © 2007 Caribbean Examinations Council®.


All rights reserved.
01237032/F 200S
Office Administration 3-2 2008.qxd 16/10/08 16:30 Page 2

-2-

TIIECASE

Investing in Business Education

Education and skills training are valuable assets in a world of technological change. These are
assets that itinerant employees take with them and use to carve out a successful future. In the
Caribbean, for example, with the onset of the Caribbean Single Market (CSM), many persons are
benefiting from inter-island movement for employment opportunities.

Business education programmes have always been a popular choice among students as there is
access to practical, hands-on experience, opportunities for entry-level employment, multiple skills
development and training for self-employment, as well as options for lifelong learning in formal and
non-formal sectors. From the vast number of students opting for courses in Business Education, it
seems that more and more, parents are en<:ouraging and investing in their children's general and
vocational education. They are guided by the fact that education makes one trainable and training
makes one employable. Training in the use of modem-day office equipment, including the computer, is
an integral tool for enhancing employability.

What better area to invest in, since courses in Business Education with a blend of core subjects such
as the languages and mathematics can instantly provide employment in entry level positions such
as clerical assistants, receptionists, bank tellers, data-entry clerks, among several other jobs.
Additionally, those who specialise in Business Education can pursue studies at the tertiary level
where they can become professionals such as teachers, financial analysts, business managers or
administrators. In the spheres of industry, technology and commerce, many job vacancies are filled

+
with Business Education Specialists.

+ It cannot be disputed that dynamics in the business and technological world have forced many people
to change jobs or careers as well as to retrain. Despite the fact that organisations and jobs may
disappear, the skills, attitudes, attributes, and knowledge gained through a properly structured Business
Education Programme, including work experience, will remain, and can be transferred, upgraded, and
utili sed in different occupations and career field s.

GO ON TO THE NEXT PAGE


01237032/F 2008
Office Administration 3-2 2008.qxd 16/10/08 16:30 Page 3

-3-

Answer ALL questions.

1. Three functions that are usually performed in schools' administrative processes are:

Record-keeping
Word processing
Updating accounts

How can the use of the computer enhance efficiency in the schools' administrative processes?

The use of computer in promoting efficiency:

(a) Record-keeping: - - - - - - - - - - - - - - - - - - - - - - -

(b) WordProcessing: - - - - - - - - - - - - - - - - - - - - - - - -

(c) Updating accounts: - - - - - - - - - - - - - - - - - - - - - - -

( 6 marks)

+ 2. How can a Business Education Programme prepare an individual for entry level positions?

(a)

(b)

(c)
+
( 3marks)

GO ON TO THE NEXT PAGE


01237032/F 2008
Office Administration 3-2 2008.qxd 16/10/08 16:30 Page 4

-4-

3_ How can the entry-level positions outlined in the case (Para. 3) contribute to the achievement
of an organisation's goals?

(a) Clerical Assistants: - - -- - -- - - -- - -- - - -- -- - - -

(b) Receptionjsts: - - - - -- - -- - -- - -- - - -- -- - - -

(c) BankTellers: - - - -- -- - - - -- - - - - -- -- - - --

(d) Data Entry Clerks: - - - - - - - -- - - - - -- -- - - - -

( 8marks)

+ +

GO ON TO THE NEXT PAGE


01237032/F 2008
Office Administration 3-2 2008.qxd 16/10/08 16:30 Page 5

-5-

4. A recent survey provided data on the number of school graduates occupying various
positions. This information is presented in the table below.

Positions Number of Graduates

Clerical Assistants 55
Receptionists 70

Bank Tellers 80

Data Entry Clerks 90

Construct a graph to represent the Jata provided in the survey shown above.

-t+' ; ' : : ' , : , ' . : . ' . -H++ !-H+


l±m
·t ' 4-+++~-++-n.
·-l-+-!-J+ ' • ~t-i rt ~ 1-l-:±t~t- LLLL' .._.,++
- ) +: !-+-R-_"·+.. E. E
W::U
:_ ......... 1 m•
. -, ; -tT
-
,-. r-1-M'-
tt-.
. , • .:•·. __
._: .•
,
• -:.._

· -L..1:_
• ,
1 1_
.J- T ...Ll.....Ll..
-111 t - -t-1-ti-
: ·. ±
~ -t-H-t·
-
r1 , ,
tttt i ii H-H+ -
: .j:j:(
m~:tr
. .t:. ~t:p-r

' +++ ~+4 Jt±1~ ~ l ! i !


. . ! I
.....r..-4-
-'' !

+ t++t
..A itit~# ­
!:t*m"ltl~f m
~ ' ttttat"ff !l 1-t t
' ! +

+
H- H++H-+++
~ i ; i i

++++ ;.,; :: :: H+ t- I

( 5 marks)

5.. State THREE activities that a person should engage in to be competitive in the marketplace.

(a)

(b)

(c)
( 3 marks)

GO ON TO THE NEXT PAGE


01237032/F 2008
Office Administration 3-2 2008.qxd 16/10/08 16:30 Page 6

-6-

6. Outline FOUR areas a Career Guidance Officer should address in order to help high school
students to decide upon a career in Business Studies.

(a)

(b)

(c)

(d)
( 4 marks)

7. Assume that you are Bessie Logan, a student of Central High School at 4 Sure Pass Avenue,
Windsor Castle, St. Lucia. Miss Betty Blaine is a resource person who lives in your community.
You have already been given permission by your teacher to invite her to address this year's
graduating class on the topic, "Shaping Attitudes for Success in Business" .

Draft the letter to be sent to Miss Blaine.

+ +

( 7 marks)

GO ON TO THE NEXT PAGE


01237032/F 2008
Office Administration 3-2 2008.qxd 16/10/08 16:30 Page 7

-7-

8. The human resource department is conducting a training needs assessment in the organisation.
Prepare FOUR questions for the questionnaire.

(a)

(b)

(c)

(d)
( 4 marks)

9. State THREE factors that should be considered to ensure that an organisation continues to be
profitable.

(a)

(b)

(c)
( 3marks)

10. (a) State THREE benefits to be gained from a Work Experience Programme.

(i)

+ (b)
(ii)

(iii)

Market (CSM) (Paragraph 1).


( 3 marks)

State TWO benefits to both the employee and the employer from the Caribbean Single
+
Benefits to employee:

(i)

(ii)

Benefits to employer:

(i)

(ii)
( 4 marks)

Total 50 marks

END OF TEST

01237032/F 2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 1

CARIBBEAN EXAMINATIONS COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

SPECIMEN
MULTIPLECHOICEQUFSTIONS
FOR

OFFICJ<: ADMINISTRATION

READ THE FOLLOWING DIRECTIONS CAREFULLY

Each item in this test has four suggested answers lettered (A), (B), (C), (D). Read each item you are
ahout to answer and tltcitle which choice is best.

Sample Item

A cheque is us ually c rossed in order to


Sample Answer
(A) prevent theft
(B)
(CJ
provide a means of tracing it
allow a particular pe rson to cash it
® e ©®

+ +
(D) supply a special endorsement

The he.•t answertothisitcmis "provide a mea n..; of tracing il",so answerspace ( B) has been shaded.

Copyright© 2008 Caribbean Examinations Council.


AllrightHcscrved.

0 12370 J(l/SPEC 2008


Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 2

-2-

l. Which of the following organizationsfhusi- lil:rl:!Arcfcrs to the following information:


nesses will at some time be involved in office
activities?
I. Ascertain value of production
I. Schools
II. Rc<..:reational centres 2 . Conserve time and materials
Ill. Hair-dressing salons
IV. Departmental stores 3. Maintain control over the stores

(i\) I only 4. Provide figures for final accounts


(B) I and IV only
(C) I. Ill and IV only 5. Keep management infonned on all points J
j
(D) !, ll, TTl and TV

4_ The duties listed above could BEST be per-


2. You are u clerk in u small organization. Your formed by the
supervisor is the Secretary, and the head of
the organisation is the Geneml Manager. You (A) bookkeeper
feel that some improvements can be made in (B) progress chaser
the tiling system. What should you do? (C) cost accounts clerk
(D) stores clerk
(A) Di.,cuss your ideas with the
Secretary. 5. Your regular lunch hour is from 1200 hours
(B) Make the changes you feel are to I 300 hours, but you have an appointment
necessary. between 1300 hours and 1400 hours today.
(C) Continue with lhe old system until you You should request
are asked for an opinion.
(D) Discuss your ideas with the General (A) a switch with a colleague who has

+ +
Manager. lunch fmm 1300 hours to 1400
hours
(B) that the Human Resource Manager
3. Whi<:h of the following equipment would be change your working hours
MOST useful for an office that needs repucus (C) the Supervisor to pcnnit a change in
of original documents? your lunch hour
(D) that a colleague explain your absence
(A) Offset litho machine if anyone asks for you
(B) Spiritduplicator
(C) Ink duplicator
(D) Photocopier

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01237010/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 3

-3-

6. Which of the tollowing items ofinfonnation 9. Which of the following methods may be used
could be obtai ned from an airline schedule? for written communication to staff members'!

I. The cost of fares forthe a irline I. Mem oranda


II. The flight number of the airline for a n. Circulars
particular route at a specified time Ill. Letters
Jll. The idcntitlcation of the aircraft used IV. Index cards on tiles
hy an airline v. Minute ~heels on fil es
IV, 11>e times at. which the airline fli es
to and f rom different airportS (A) I and II o nly
(B) l, 11 and lll only
(A) I, II and Ill only (C) 1, ll and IV only
(B) !.II and IV only (D) I, III, IV and V only
(C) l, Ill, and lV only
(D) TJ,m. andrv only
10. Which of the following procedure> should be
used tu find a te lephone number in the yellow
7. An o fficer left last 11ight for a three-J ay pages for Thompson Electrical Service;?
business conference in another Caribbean
tcnitnry. You have jU>t seen on your desk a T. Look fo r the section headed Sen•-
copy of a very sho rt leue r which you had ices.
prepared for his folder. Which of the foUowing ll. Look for the section headed Electric.
is the MOST appropriate action to take'! Ill. Look for the Thompson Electrical
Services.
(A) Send the d etails of the letter by
electronic mail. (A) Ill only
(B) Send a copy of the letter by s[X'('ial (B) I and m only
delivery. (C) ll and Ill only

+ +
(C) Tell him the d etails of the le tter by (D) I, Il and Ill
telephone.
(0) Assu me that he no lo nger requires
the letter and file it. 11. W hich of the following i> NOT pro per
telephone etiquette in a business environment?

8. For what purpose should a memorandum be (A) Answeri ng the telephone as soon as
used '! it rings
(B) Thanking the custo mer for calli ng
( A) To communicate with externa l busi- (C) Allowing the person who called to end
ness associates the conversation
(B) For messages received from external (D) Answe ring the phone wilh a c heery
callers " he llo"
(C) For informal confmnation of business
(D) To communicate within an organi7.a-
tion

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0 1237010/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 4

-4-

12. Jt is your first day at work. The office 16. To which of the following departments should
manager was discmsing your duties with you the mail clerk in a large company send a letter
but has just left her office when the telephone which is addressed to the General Manager
nngs. What should you do? and which outlines a complaint about the
non-delivery of an assignment of goods?
(A) Answer the telephone.
(B) Try to find her. (A) Sales
(C) Let the telephone ring. (B) Production
(D) Ask someone to answer the (C) General Administration
telephone. (D) Despatch and Transport

13. A staff member has asked the receptionist to 17. Information from scalf tiles has been leaked
make a person-to-person call to Mr. Wray. on many occasions. Which of the following
Which of the following procedures should the actions would MOST likely reduce the
receptionist use? problem?

(A) Requesl an uppoi.ntmenlfor lhe sluff I. Use U1e alphabetic filing system for
member to see Mr. Wrny. staff files.
(B) Ask the operator at the local H. Use the numeric filing system for
telephone company to place a call staff files.
to Mr. Wray. lll. Ask each staff memher to keep his/
(C) Dial Mr. Wray's number and connect her file.
the staff member when Mr. Wray IV. Store all start' tiles in the central filing
is on the line. department.
(D) Dial Mr. Wray' s number and connect v. Store all staff files in the personnel
the staff member. department.

+ +
(A) land III only
14 . Only July 6, the Bridgetown office received (B) Tl and IV only
a telephone call at 2.00 p.m. from London, (C) Tl and V only
England. What time was the call made in (D) In and IV only
England?

(A) l4()()hours
(B) 0200hours
(C) 1900hours
(D) 2000 hours

15. Which of the following equipment would


NOT be found in a mailing room?

(A) Collatingmachine
(B) Sortingmachine
(C) Franking machine
(D) l:'olding rnachinc

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01237010fSPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 5

·5·

18. The accounts department has requested 22. Which of the following situations would cause
inform acton fi·om the central filing depa11ment. a file to be classified as inactive?
Which of the following actions should the file
clerk take? (A) A supplier now sells a wider range
of goods.
L Make a record of the written request (B) The organization has stopped buying
for information. from a particular supplier.
II. Complete an ''ou L" sheet and place (C) A company with which the
it in the file. organization deals has changed its
til. Ask the person receiving the name.
information to sign for it. (D) A company with which the
TV. Semi the file with a request for it to organization deals has changed ils
be returned in an hour·s titnc. business addJ~css.

(A) I, II and III only


(B) 1, ll and IV only 23. Which of the following equipment is/are NOT
(C) I, III and IV only needed when using nlicrofilmi ng?
(D) II, III and IV only
(A) A reader/printer
(B) Apenure cards
19. In a terminal digit t11in g system a folder in
(C) Arolloffilm
position 7 on shelf 4 of bay 36 would be
(D) Magnetic tape
numbered

(A) 7436
24. Which of the following arc desirable attributes
(B) 4736
of the receptionist?
(C) 3674
(D) 3647
I. Deportment

+ +
II. Courtesy
20. Which of the foUowing items would be MOST ill. Tact
suitable for filing petty cash vouchers? IV. Influence

(A) Circular rotary fik (A) Tandiionly


(B} Concertina file (B) II and III only
(C) Visible index file (C) I, II and III only
(D) Can! wheel index file (D) II, Ill and IV

21. Microfilm will be MOST useful when lhcre 25. 11. busy receptionist remembers having wken
is limited space for the storage of a call for a company executive from a regu-
lar client but cannot find a record of the n1es-
(A) temporary f!lcs sage. What should she do?
(B) inactive files
(C) docwncnts transferred from inactive (A) Decide not to mention the call.
Jiles (B) Apologize and explain that she was
(D) documents transferred between busy.
active files (C) Call the client to get the information.
(D) Hope for the client to call again.

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01237010/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 6

-6-

26. A rcccptioni~t forgot to notify an executive 30. When can minutes of a meeting be corrected''
of an appoinunent with a consultant. When
the consultant anives the receptionist should I. Anytime the Secretary or Chainnan
immediately detects an error
II. At a meeting at which the. minutes
(A) ask if the executive would sec the arc presented but before they are
consultant adopted
(B) let the consultant know that she forgot III. At the meeting at which the minutes
to tell the executive are presented but after they arc
(C) offer to make another appointment adopted
for the consultant IV. At a subsequent meeting following
(D) tell the consultant that she made a the adoption of tbe minutes
mistake about the date
(A) !only
(B) llonly
27. The receptionist has been infonncd thai Mr. (C) I and III only
Bell will be out of the office for the day. She (D) II and IV only
has noted that he has a number of
appointments for that day. What action should 31 You have been elected as Secretary to a
she take? Committee. What duties will you have to
perform prior to meetings"
(A) Explain his absence to clients when
they come to the office. T. Circulate minutes oflast meeting
(B) Noli ry dicnls by telephone and offer II. Annnge seatjng accommodation
to make new appointments. III. Circulate notice and agenda
(C) Postpone all appointments for that IV. Obtain Chairman 's signature on
day by letter. minutes of last meeting
(D) Remind Mr. Bell of his appointments

+ +
suggesting that he use another day. (A) Ionly
(B) II and UI only
(C) I, nand m only
29. Assume that you have been elected to he (D) I, m and IV only
Secretary of your school's Thrift Society.
Which oftbe following gives the CORRECT
32. Two staff members and a consultant were
sequence of the items to be put on the
invited to a management committee meeting
agenda'!
to discuss a particular ite m on the agenda.
Who should receive copies oftbe minutes of
I. Matters arising
this meeting'!
II. New business
III. Approval of the minutes
I. M e mbers of the m a nagement
TV. Any other business
com•nittee who were present
II. Members of th~ management
CA) I, II, Ill, IV
committe:t" who were absent
<B) II, III. l, IV
Ill. The two staff members
(C) Ill, 1, 11, 1V
IV. The consultant
(D) III, 1, IV, 11
(A) !only
(B) I and 11 only
(C) I, II and Ill only
(D) l, II, III and TV

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01237010/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 7

-7-

33. An annual general meeting for the finn is 36. Which of the following documents must a
planned. Whi~h of the following MUST be Caribbean citizen ALWAYS submit at aport
cin.:ulatcd before the meeting? of entry before he or she can enter into a
foreign country?
l. Notice of the meeting and agenda
TJ. Minutes of the last annual general I. Passport or travel permit
meeting II. Vaccination certificate
III. Minutes of the regular meeting III. Visitors' Visa
IV. Copy of the firm's memoranda of IV. Travellers cheques or bank draft
association
(A) I only
(A) I and rr only (B) I and II only
(B) II and III only (C) I, 11 and III only
(C) IT and IV only (D) I, ll, Ill and IV
(D) IJI and IV only

37. On what basis would a person enrolled in a


34. Which of the following is the MOST sandwich course altend classes?
appropriare sequence to be used when giving
informatiun in a lctttor uf applkatiuu for ajub? (A) An extended period, pa11-lime
(B) An extended period, full-time
I. Qualifications (C) Short- term, part- time: In-house
IL List of rc:fcren~es (D) Short-term, full-time: Externally
III. Request for an interview
IV. lnlcrest. in lhc posiLion
38. Which of the following functions are carried
(A) IV, I, II and lJI out by the Human Resource office?
(B) m. IT, IV and I

+ +
(C) I, IV, III and II l. Preparing job cards
(D) II, Ill, I and IV II. Shortli,tingjob applications
III. Preparing wages and salaries for
staff
35. The document which outlines the details for IV. Arranging training and providing
a business trip for an executive is referred to welfare facilities for staff
as a/an
(A) I and IV only
(A) schedule (B) II and IV only
(B) programme (C) I, ll and Ill only
(C) itincmry (D) II, III and IV only
(D) travelogue

39. Which of the following contributions is NOT


a fringe benefit for employees?

(A) National insurance


(B) Pension plan
(C) Trainingprogramme
(D) Medical insurance

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01237010/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 8

- 8-

40. An employee became ill while on holiday and 44. l11e following information was extracted from
will therefore be late in returning to work. B. Smith's statement of account.
Which of the following persons should the
employee contact? Balance B/F $60
March 2, Invoice $150
(A) Human Resource Manager March 4, Invoice $78
(B) Receptionist March 20, Debit Note $11.60
(C) General Manager
(D) Clerk performing his duties The amount outstanding on March 21 is

(A) $299.60
41. A company receives an invoice for goods pur· (B) $276.40
chased on May 6, costing Sl 350. The terms (C) $179.60
are 211 0, N/30. If the invoice is paid on May (D) $156.40
8 how much must be paid?

(A) $ 945 45. Wlrich of the following documents would be


(13) $1 215 used by holders of current ac<:ounts?
(C) $1 323
(D) $1350 r. Countctfoils
II. Paying-in slips
III. Withdrawal slips
42. The term ''By Returns" and a corresponding IV. Cheques
credit of$80 on a statement of account mean
that a sum of $80 w as (A) IV only
(B) TT and TIT only
(A) paid to the seller (C) I, II and IV only
(B) paid to the buyer (D) I, II, ill and IV

+ +
(C) deducted from the amount owing
(D) added to the amount owing
46. The cancelled cheques that one receives with
a bank statement arc those cheques which
43. Mr. Jones has an agreed credit limit of$250.
He submits an order for 5 school shirts at (A) thehankdishonou.red
$60 each. Which of the following should the (B) the bank exchanged for cash
credi t clerk do? (C) arc more than 3 months old
(D) the account holder did not negotiate
(A) Show the order to the Credit
Manager.
(B) Send a statement to the customer 47. Mr. Parker is trying to prepare a bank rec-
showing overdue amount. <.mciliation statement but is unable to complete
(C) Adjust the order and supply the it because a cheque paid for S60 should be
gocxis.
(0) Return the order to the customer and (A) added to the cash book balance
request prior payment. (B) deducted from the cash book ha l·
ance
(C) added to the bank statement balance
(D) deducted from the bank statement
balance

GOONTOTHENEXTPAGE
01 237010fSPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 9

-9-

48. Which of the fulluwing would be the MOST 52. Which of the following activities are normally
econumical purchase price? carried out by a sales department of a whole-
sale grocery''
(A) $20 per 50 kg CTF
(B) $22 per 50 kg FOB I. Preparation of invoices
(C) $24 per 50 kg Less 5% trade disc II. Completion of order forms
(D) $24 per 50 kg Less 10% cash disc III. Submission of pun:hase requisitio ns
IV. Preparation of credit notes

49. The Joy High School wants to build a new (A) I and II only
canteen. In order to select the most suitable (B) I and TIT only
flm1 for the job, the school should invite firms (C) II and JV only
to submit (D) II, III and IV only

(A) price lists


(B) catalogues 53. Which of the following is NOT a duty of a
(C) slatements sales clerk?
(D) tenders
(A) Filing correspondence
(B) Despatc.l1ingquutatiom
50. Assuming a similar quality and quantity of (C) Preparing U1e index of suppliers
goods and lhe same rate of in.,urance (D) Dealing with telephone enquiries
coverage, which of the following shipping
terms will gi vc the greatest benefit to a
company purcha'i ng goods~ 54. What information should be used in preparing
a sales quotation?
(A) F.O.B.
(B) C.I.F. (A) Price, goods available, delivery dates,

+ +
(C) Ex works terms
(D) C. F. (B) Quantity, discounts, dcscriptwn,
ddi very dales
(C) Trade price, quality, catalogue No.,
51. OnApri120, the stock card for leather bags, method of deltvery
l91-l2B showed that the stock in hand was (D) Tcnns, quantity, condH\on, goods
650 bags. On April 20, 150 ba gs were available
rccci vcd from the factory and 90 bags were
sold. Which ofthe following would show the
entries in the order that the y would have been
made un the stock card on April 20°

I. Issues 90, Balance 71 0


II. Receipts 150,lssues 90, Balan.:c 71 0
ill. Receipts 150,Balance800
IV Receipt 800, Issues 90, Balance 710

(A) II only
(B) !V only
(C) I und n only
(D) Tandnlunly

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Ol237Ul0/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 10

-10-

Item 55 refers to the stock card below.

Stock Record

Description: Bond paper Supplier: Getfers Ltd.


Stock Ref: 8/12 Max: 100 reams
M.in: 20 rc;;nns

Date Order No. In Out Balance

2007

Jan 01 22
Jan 02 40/2 1 78 100
Jan03 5c/8 14 86
Jan 04 Bf/10 20 66
JanOS Tec/4 15 51
Jan07 Af10 30 21
Jan OS So/4 2 19
Jan 10 Ag/2 4 15

55. The stock clerk should have placed an order


fnrpaperon

(A) JanOS

+ +
(B) Jan 07
(C) JanOS
(D) Jan 10

56. Which of the following documents originates 57. Which of the fo llowing documents must be
from the carrie r as a c ontract between the prepared when e xporting goods by a ir?
carrier and the supplier when goods are to be
shipped? l Airway bill
II. Bill oflading
(A) Bill oflading III. Invoice
(B) Consignment note IV. Destinalion sheet
(C) Delivery note
(D) Despatc h note (A) land II o nly
(B) I and l1l only
(C) I, II and lll only
(D) I, II. III and I V

GO ON TO THE NEXT PAGE


0 1237010/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 11

- lI-

58. You would like to work with a particular firm 60. What action should you take if you are offered
but you are not sure what vacancies they a job which you do not wish to accept'!
have. In your letter of application you would
request that you be considered for (A) Visit the human resource officer and
apologize for not taking the job.
(A) any vacancy which may exist (B) Telephone the human resource
(B) any vacancy for which you seem officer, tha nk him and advise that
qualified you will not be taking the job.
(C) a vacancy in a spec ified depanment (C) Write a letter thanking the human
(D) a vacancy in a partictJlar TYPE of resource officer but declining the
work offer of the job.
(D) Decide that if the company does not
hear from you they will know you
59. Which of the following usually appears first are not taking the job.
on a resume?

(A) Telephone number


(B) Date of birth
(C) Address
(D) Na~ne

+ +

OJ 2370 10/SPEC2008
Office Administration MCQ 2008.qxd 16/10/08 17:15 Page 12

CARIBBEAN EXAMI~ATIONS COUNCIL

SECONDARY EDUCATION CERTIF1CATE


EXAMINATION

O~CEAD~TRATION

SPECIMEN PAPER 2008

Item No. Key Item No. Key


1 D 31 c
2 A 32 B
3 D 33 A
4 c 34 D
5 c 35 c
6 B 36 A
7 c 37 D
8 D 38 B
9 B 39 A
10 D 40 A
11 D 41 c
12 c 42 c
13 c 43 D
14 c 44 A
15 B 45 c

+ +
16 A 46 B
17 c 47 D
18 A 48 A
19 D 49 D
20 B 50 B
21 B 51 A
22 B 52 B
23 D 53 c
24 c 54 A
25 c 55 B
26 A 56 B
27 B 57 B
28 A 58 B
29 c 59 D
30 B 60 c
TEST CODE 01237020
FORM TP 2009017 JANUARY 2009

CARIBBEAN EXAMINATIONS COUNCIL


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 - General Proficiency
2 hours

( 09 JANUARY 2009 (a.m.0

INSTRUCTIONS TO CANDIDATES

1. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

2. Use the blank form(s) supplied to prepare answers where necessary.

3. Number each answer in your booklet correctly.

4. Begin each answer on a new page.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright © 2007 Caribbean Examinations Council®.


All rights reserved.
01237020/JANUARY/F 2009
- 2-

SECTION I

Answer ALL questions in this section.

1. Use the following letter to answer (a)- (c).

STAROPENER INC.*
21 Bradshaw Drive, St. P eter, Barbados, Telephone: 1-246-2677-2509
F ax: 1-246-267-8809; e-mail: Staropener-Inc@starshop.net

20 December 2008

The Sales Manager


Modem Trends & Systems Ltd
New Village
P 0 Box 513
Roseau, DOMINICA

Dear Madam

S tarop ener Inc. is in the process of marketing easy-style denim Jay Jeans. We anticipate we will have
the competitive edge in the jeans market among trendy young males and females ages 16 - 35.

I wish to draw attention to this new product that we are willing to offer you at an introductory price that
is well below our listed price.

S tarop ener Inc. is prepared to negotiate a price tailored for you and ship at your earliest convenience.

P lease see the attached catalogue and price list which you will agree offers the best choices and prices
in the fashion industry.

Yours truly
STAROPENERS INC.

Jack Rene
Jack Rene
Regional Sales Manager

Enc

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2009
-3-

The letter was received and dealt with by your department manager on January 2, 2009. She
has asked that you process and prepare it for filing.

(a) List THREE steps used to process the letter from receipt to filing under an appropriate
heading. ( 3 marks)

(b) Draft a letter for your sales manager in response to the offer by Staropener Inc.
Inform Staropener Inc that you are willing to meet with them to negotiate the
proposed price for the order. ( 8 marks)

(c) Two types of layouts most often applied to office design are as follows:

• Conventional Plan
• Open Plan

(i) List ONE advantage of EACH plan. ( 2 marks)

(ii) List ONE disadvantage of EACH plan. ( 2 marks)

Total 15 marks

2. (a) List FOUR factors that a business should consider when deciding to use the World
Wide Web (WWW) as a medium of communication. ( 4 marks)

(b) State THREE ways in which an itinerary could be important to a manager who has to
travel abroad to address a marketing group. ( 3 marks)

(c) The marketing manager of Modern Trends and Systems Ltd. requires a meeting within
two days to continue discussions on the strategy for marketing the new blue and black
Jay Jeans. This meeting will take place in the conference room. At this meeting, the
team will elect a member to head a committee that will put the marketing plan into
action so that the jeans will be available to the public by the end of next month.

Prepare a Notice and Agenda to circulate to members of the marketing department,


informing them of the manager's intention. ( 8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2009
-4-

3. (a) Identify THREE steps that should be taken with files that will no longer be used.
( 3 mar ks)

(b) State FOUR ways in which a charge-out card is useful to the records management
clerk. ( 4 marks)

(c) As a receptionist at Staropener Inc. you are responsible for maintaining records of
the visitors to the company. On January 5th 2009 the following persons visited the
company:

• Mrs. D. Clarke from Graphic Solutions Ltd. saw Mr. Arnold in the transport
department during the hours of I 0:30a.m. and 11.15 a.m.
• Mr. C. Franci s from the Kingstown branch of Insurers Inc. saw Dr. Henry, the
I
human resource manager at 2:00 p.m. The meeting lasted for hour.

• Dr. Carrington from Management Inc., in St. James arrived on time for his l: 15
appointment with Ms. M. Jordan, the accounting manager.

• Mr. Yuri Terry from TOFAS Inc. in Alexander City met with Mr. Ian Fay, the
systems manager from 3:25p.m. to 4:45p.m.

(i) Design a simple reception register with appropriate headings to assist in


organizing the record of visitors to the company. ( 4 marks)

(ii) Record the visitors for January 5th 2009 in the register. ( 4 marks)

Total 15 marks

4. (a) Define the following terms:

(i) Verbatim

(ii) Proxy

(iii) Casting Vote ( 3 marks)

(b) List TWO of the duties performed in a meeting by:


(i) The Chairperson
(ii) The Secretary ( 4 marks)

(c) An executive will be attending a regional conference from March J 5 - J 8, 2009.


Registration for the event must be completed in advance at the conference venue,
Hotel Ces Chez Nous, in Belize. You are required to assist in making the arrangements
for travel.
Prepare a checklist showing FOUR things that you must do to ensure the executive
member attends the conference. ( 8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2009
- 5-

SECTION II

Answer any TWO questions in this section.

5. (a) State THREE reasons why a business may find it necessary to deploy staff.
( 3 marks)

(b) State THREE effects of staff welfare programmes within a company. ( 3 marks)

(c) The company in which you are employed is currently reorganizing the system of
working in the human resource department in an effort to optimize its human
resource. One of the measures that your supervisor is thinking of is the introduction of
an Employee Appraisal System.

Outline TWO ways in which an employee appraisal system may benefit the

(i) employee

(ii) organization ( 9 marks)

Total 15 marks

6. (a) Define the following terms used in sales transactions:


(i) Free on Board (f.o.b.)

(ii) Cost, Insurance & Freight (c.i.f.)

(iii) Ex works ( 3 marks)

(b) State THREE ways in which the use of modem technology at 'point of sale' check out
counters has facilitated inventory control. ( 3 marks)

(c) Assume you are Zoe Hart, a clerk in the purchasing department. You have been asked
by your supervisor to place an order for the following items of stock.

3 boxes envelopes 12..!:_" X 19" @ $40.00 per box


2
5 boxes airmail envelopes 5" X 12" @ $25.00 per box
1 dozen accordion files 12 inch @ $50.00 each

The stock is available from Stationery Supplies Ltd., 21 Mountain View Park, Kingston.

(i) Use the Purchase Order form provided to complete the order. ( 7 marks)

(ii) A quantity discount of 2% has been applied to the price of the envelopes.
Calculate the revised purchase order total. ( 2 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2009
- 6-

7. (a) Give THREE reasons why it is important for the sales and marketing office to engage
in customer follow-up. ( 3 marks)

(b) List THREE duties of a clerk in the sales department. ( 3 marks)

(c) Certain discounts were omitted from a customer's invoices, as shown on the incomplete
record below.

Receipts from Reception


Sub-total invoiced (Not including discounts) $1,000 00
Discount allowed for special promotion 15%
SUB-TOTAL

VAT 10%
SUB-TOTAL
Service Charge 8%
TOTAL

In your answer booklet, compute the discount and other charges to reconcile the
account. ( 9 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2009
- 7-

8. (a) State TWO ways in which ensuring quality control of goods produced in a factory
will be of benefit to the:

(i) Factory

(ii) Customer ( 4 m arks)

(b) Identify TWO ways in which a carefully completed cost card will benefit a company
responsible for the production of goods and the provision of services. ( 2 m arks)

(c) Use the information below to complete the delivery schedule.

Goods are to be delivered today to the following customers in the town of Mongouge:

Joan Davis, 12 Mountain View Park,


Shana Sekou, Cane Gardens,
Merry Dian, Sunset Drive,
Blurry Mountain, 300 Mountain View,
Holly Wells, 119 Chateau Belair, Samsland.

Layout o f Mongouge

' S*1
S Mountain
View '''« Mountain View Park
700 Mountain View Park
Samsland Park'-' - ^

Evan Lane
sunset Dr

Your Cane Gardens


Company

Copy the follow ing headings in your answ er booklet and prepare a d eliv ery
schedule using the layout of Mongouge for driver Leon Small, vehicle: Nissan truck
number 3467, showing a logical delivery sequence.

Vehicle
Vehicle No.
D river

Destination Client

( 9 m arks)

Total 15 m arks
END O F TEST

01237020/JANU ARY/F 2009


.. .
4 I '
;

Question No . .....~:.......... ~~!


....................... . Candidate No ................................................. .

ORDER NO.:
PURCHASE ORDER

TO: DATE:

ADDRESS:

Pl ease supply the following:

QTY DESCRIPTION UNIT COST TOTAL COST


$ $

TOTAL

PREPARED BY:

01237020/JANUARY/F 2009
TEST CO D E 01237032
FORM TP 2009018 JAN U A RY 2009

CARIBBEAN E X A M I N A T I O NS COUNCI L

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 - General Proficiency

1^- hours
2

In addition to the 1-^ hours allowed for the examination,


you are allowed 15 minutes to read through the entire
paper. You may write during the 15-minute period.

1. You M U ST use this answer booklet when responding


to the questions. For EACH question, write your
answ er in the space indicated and return the answer
booklet at the end o f the examination.

2. Use the C A SE to answ er the questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

C opyright © 2007 Caribbean Exam inations Council®.


All rights reserved.
01237032/JA N U A R Y /F 2009
- 2-

THE CASE

The Rise and Fall of Apex Inc.

Apex Inc. is a large service complex that offers training in the use of office supplies and equipment. In
their ftrst ten years of existence, they sourced from a "pin to an anchor" to ensure that their clients got
the best possible hands-on experience on their latest stocks. Their location was ideal and business was
at its peak. Their experienced staff developed a cordial relationship with all their clients. However, in
recent times, with new machines on the market, and competitors flooding the business environment,
clients were visiting other stores frequently.

Management at APEX Inc. conducted surveys of clients' needs, concerns and suggestions for new
and improved services. They realized that for them to compete with other firms, they would have to
offer a variety of services. That would mean expanding the office space, relocating the machines and
equipping the building with appropriate health and safety measures. This restructuring would require
added capital immediately.

The company was only making a marginal profit. Additionally, salaries for the competent staff as
well as several scholarships offered to employees were posing a huge financial constraint on the
company. A n immediate answer would be to increase the fees for training in the use of office
equipment, particularly those clients who have to learn several computer applications in preparation for
the numerous positions available in Information and Communications Technology (ICT). However,
fewer persons began to register at this company for training -alas! This spelt trouble for Apex Inc.

Answer ALL questions.

1. File folders, treasury tags and CD-ROMs are used at Apex Inc. on a daily basis. State ONE way
in which each item is used at the company in the training of clients.

Supplies Usage

File folders

Treasury tags

CD-ROMS

( 3 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2009
- 3 -

2. M anual typewriters, telex machines, spirit duplicators and PMBX switchboards have
become obsolete. Identify FOUR corresponding modern replacements and state the purpose of
each piece of modem equipment.

Obsolete Equipment Modern Equipment

(i) Manual typewriters __________________________________

P urpose____________________________________________________________________

(ii) Telex machines

Purpose

(iii) Spirit duplicators

Purpose

(iv) PMBX switchboards

Purpose

( 8 marks)

3. The layout of furniture and lighting are two ergonomic factors to be considered in the work
environment. State TWO ways in which EACH contributes to enhancing the workplace.

(i) Layout of furniture ________________________________________________________

(ii) Lighting ___________________________________________________________________

( 4 marks)

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01237032/JANUARY/F 2009
- 4-

4. (a) Management of Apex Inc. has decided to conduct a survey of clients' needs and
concerns about new and improved services. Identify THREE methods of gathering
information in a survey.

( 3 marks)

(b) Design an instrument with FOUR items to be used in ONE of the methods that you have
identified in 4 (a) above.

(i)

(ii)

(iiii)

(iv)

( 4 marks)

5. State THREE health and safety precautions that Apex Inc. should implement to ensure that clients
are adequately protected.

( 3 marks)

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01237032/JANUARY/F 2009
-5-

6. Identify THREE things, other than increasing fees, that Apex Inc. could do to ensure their
survival in a highly competitive market.

( 3 marks)

7. State FOUR computer applications that Apex Inc. could offer to their clients to make them
marketable.

( 4 marks)

8. State FOUR jobs/professions in Information and Communications Technology (ICT). For


EACH job/profession identified state its function.

ICT Position Functions

(i)

(ii)

(iii)

(iv)

( 8 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2009
-6-

9. Draft a memorandum to all members of staff, from the managing director, inviting them to
a meeting to discuss the restructuring programme of the company. The meeting will be held
in the main Conference Room at 2:00p.m. on Monday, January 19, 2009.

( 6 marks)

10. State TWO ways in which Apex Inc. can seek to maintain good interpersonal relationships
with employees during the restructuring process.

( 4 marks)

Total 50 marks

END OF TEST

01237032/JANUARY/F 2009
TEST CODE 01237020
FORM TP 2009099 MAY/JUNE 2009

CARIBBEAN EXAMINATIONS COUNCIL


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 - General Proficiency
2 hours

( 29 MAY 2009 (a.m.) )

INSTRUCTIONS TO CANDIDATES

1. This paper consists of EIGHT questions.

2. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

3. Number each answer in your booklet correctly.

4. Begin each answer on a new page.

5. Use the blank form(s) supplied to prepare answers where necessary .

6. The use of a silent non-programmable calculator is allowed.

DO NOT TURN TillS PAGE UNTIL YOU ARE TOLD TO DO SO.


Copyright © 2007 Caribbean Examinations Council ®.
All rights reserved.
01 237020/F 2009
- 2-

SECTION I

Answer ALL questions in this section.

1. (a) Identify THREE levels of staff that may be employed to run a large industrial complex.
( 3 marks)

(b) Olivia, a word processing clerk, is employed in the Administrative Department of


Technology Plus Inc.

Give TWO tasks she would be expected to perform. ( 2 marks)

(c) List ONE advantage and ONE disadvantage of working in an enclosed office.
( 2 marks)

(d) Assume that you are employed at the Inland Revenue Department. You notice Keno, a
new worker, is often alone. He seems to have difficulty relating to customers, his
supervisor and colleagues. Members of staff are willing to assist him in overcoming
this problem.

(i) Outline TWO actions that should be recommended to Keno to improve


relationships. ( 2 marks)

(ii) State TWO benefits that can be gained from maintaining good relationships
with EACH of the following:

a) Customers
b) Supervisors
c) Colleagues ( 6 marks)

Total 15 marks

2. (a) (i) Give the information that is found in EACH of the following sources:

a) Hansard
b) Post Office Guide
c) Travel Schedule
d) Official Gazette ( 4 marks)

(ii) Name THREE reference materials, other than those mentioned in 2 (a) (i) above,
that are considered useful in the library of a public high school.
( 3 marks)

(b) (i) In your Office Administration class, Jon argues that despite the technological
era, there is still need for courier services.

State THREE points that Jon can use to convince the class that courier services
will be required as long as businesses exist. ( 3 marks)

GO ON TO THE NEXT PAGE


01237020/F 2009
-3-

(ii) Give ONE reason an international sales representative would find the poste
restante service convenient. ( 1 mark )

(iii) A junior clerk has been assigned to the registry of your firm.

Develop a checklist of THREE procedures for receiving a parcel by post that


can be given to him to assist in performing this duty. ( 4 marks)

Total 15 marks

3. (a) As a receptionist, two of your duties are to


(i) attend to visitors

(ii) receive and file business cards.

For EACH of the above duties, state TWO steps you should take to ensure that the
duties are performed effectively. ( 4 marks)

(b) State THREE attributes that a receptionist should display when introducing visitors.
( 3 marks)

(c) You are Jon Wiles and you need to develop a Reminder System for your Manager, Mrs.
Hilda Coates, who has just returned from an overseas trip. The following activities
have been scheduled between 9:00a.m. and 5:00p.m. on June 01 , 2009.

Conduct regular monthly meeting with officers two hours before lunch.
Meet with secretarial staff two hours before the end of the work day.
Review activities listed in the diary for the day. This will take one hour.
Three-hour working lunch with directors from noon.

Copy the "Things To Do, Reminder System" given below in your answer booklet and
complete it by arranging the activities given in 3 (c) above in order of scheduled time.

Things To Do, Reminder System

N arne: Hilda Coates Date: June 01, 2009

Time Activity

1.

2.

3.

4.
( 8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2009
- 4-

4. (a) Identify FOUR factors that should be taken into account when making hotel reserva-
tions for a company executive. ( 4 marks)

(b) You are required to prepare the travel folder for Mr. Bob Levy who will be travelling to
Barbados, St. Lucia, Antigua and Jamaica during August 20-27, 2009. You have begun
to compile material for his travel folder.

State the information that should be included on the label of the travel folder.
( 3 marks)

(c) You have been chosen by your graduation class of the High Flyers Secondary School
in your country to sit on a panel to discuss the topic, "Requirements of the Work
Environment".

Prepare TWO points for EACH of the following headings that you will address in the
panel discussion.

Differences between school and the workplace


Confidentiality at the workplace
Development of new skills
Desirable attitudes ( 8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2009
-5-

SECTION II

Answer any TWO questions in this section.

5. (a) (i) State FOUR reasons employers should provide for the safety of workers.
( 4 marks)

(ii) The Factories Act requires employers to put in place certain safety, health and
welfare provisions as approved by the Chief Factory Inspector.

State ONE health and ONE welfare provision employers should put in place for
their workers. ( 2 marks)

(b) (i) Copy the cheque below in your answer booklet and prepare and sign a crossed
cheque with today's date and paid to Wil Paymar for the amount of $1 001.50.

Antigua Publishing House 01

Date _ _ _ _ _ __ _ _ __

Pay to the order of _ _ _ _ _ _ _ _ _ _ _ _ __ $ _ _ _ __

Theswmof _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ ___

Citizens ' Bank of Antigua Ltd.


Rose Street Branch

002 003 004

( 6 marks)

(ii) Other than the information represented on the cheque, prepare a set of THREE
guidelines for junior clerks to use when writing a cheque.
( 3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2009
- 6-

6. (a) (i) Define the term 'stock control'. ( 2 marks)

(ii) List FOUR reasons for controlling stock. ( 4 marks)

(b) (i) Your supervisor gave you the following list of items to record on the Stock
Control Card.

50 1L bottles cleaning fluid- order No. 10AI received May 2, 2009


100 1L bottles cleaning fluid- order No. 5B8 received May 28, 2009.

Copy the Stock Control Card given below in your answer booklet and complete
it using the information given in 6 (b) (i) above.

STOCK CONTROL CARD

(Item)

Date Order No. Received Used Total Balance

( 3 marks)

(ii) On the form provided, use the information presented in the table below to
calculate the value of inventory, using the FIFO method of stock valuation.

Record of Transactions
For Period September - December 2008

RECEIPTS/PURCHASES ISSUES

AA Batteries AA Batteries
2008 2008
September 5 10@ $50 October 20 20
October 17 15 @ $60 November 22 12
November 21 12@ $40 -

December 10 12@ $70 -

( 6 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2009
- 7-

7. (a) State ONE function of EACH of the following items of equipment used in sales and
marketing.
Answering machine
Calculator
Computer
Risograph ( 4 marks)

(b) Give TWO uses of a Planning Master. ( 2 marks)

(c) Assume you are Jhane Brew who works as a clerk in the Factory Office of Trendy
Garment Ltd. Suzie Crowne is your supervisor and Sam Hugh is the factory manager.
The factory has just completed 50 dozen white, size 12 school blouses.
The following were required to complete the job No. 100.

Material 700 metres white cotton


200 dozen white buttons
150 spools white cotton thread
Labour 4 cutters @ $50.00 for 4 hours
20 stitchers @ $60.00 per hour for 26 hours
4 packers @ $40.00 per hour for 5 hours
Use the form provided to complete Job Card #50. Assume it was prepared by the
factory clerk on August 01 , approved by the supervisor on August 02 and inspected by
the factory manager on August 20. ( 9 marks)

TotallS marks

8. (a) (i) Identify TWO duties, other than the routine office duties, of a clerk in the
Despatch and Transport office. ( 2 marks)

(ii) State TWO responsibilities of a clerk in the Despatch and Transport office.
( 2 marks)
(b) Define the following terms used in Despatch and Transport documents:
Consignee
Freight ( 2 marks)

(c) (i) You are Jay Wray, a clerk employed by the firm KSO Corporation in Lakeville,
Spanish Town, Jamaica. The telephone number for the company is 479-2525.
Your supervisor told you to inform Liz Hector of Bridge Palm Grove, Steer
Town, Hanover, in response to Order No. 25D that her goods will be sent by
truck on June 8, 2009. The order contained 1 000 bags of brown rice, to be
received by Ms. M. Wheatley.
Use the form provided to complete the Advice Note. ( 6 marks)

(ii) What THREE actions should a driver of a transport vehicle take before
delivering goods to customers? ( 3 marks)

TotallS marks
ENDOFTEST

01237020/F 2009
Question No . • • • • • • • • • •
8. (c) (i)
• • • • 0 ••• ••••• • • Candidate No ........ .. ............ .

ADVICE NOTE

Seller: Telephone:

Order No:

Buyer:

Please receive the following on:

Quantity Item Description

Received by:

01237020/F 2009
Question No. . ........ ~· .. (c) .......... . Candidate No. . .................... .

JOB CARD

Job No: Card No: _ _ _ _ _ _ _ __

Date:

Job description:

Material used:

Quantity Description

Workers employed:

Number Type Rate of pay

Time taken to complete job:

Approved by:------------------- Date:


Inspected by: Date:
Prepared by: Date:

01237020/F 2009
:,

6. ( b) (ii) Candidate No ................. . .... .


Question No. 0 0 •• 0. 0 0. 0 • • • • • • • • • • • • • • •

BATTERY SUPPLIES COMPANY


Purchasing Department

Record of Transactions FIFO Method

For Period September- December 2008

Item: AA Batteries

DATE RECEIPTS ISSUES BALANCE VALUE

September 5

October 17

October 20

November 21

November22

December 10

01237020/F 2009
TEST CODE 01237032
FORM TP 2009100 MAY/JUNE 2009

CARIBBEAN EXAMINATIONS COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 - General Proficiency

11 hours

In addition to the tj hours candidates are allowed


15 minutes to read through the paper. Writing MAY
begin during this time.

INSTRUCTIONS TO CANDIDATES

1. Candidates MUST use this answer booklet when responding to the questions. For EACH
question, write your answer in the space indicated and return the answer booklet at the end
of the examination.

2. Use the CASE to answer the questions.

DO NOT TURN TillS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright© 2007 Caribbean Examinations Council®.


All rights reserved.
01237032/F 2009
-2-

CASE STUDY

Lennard's, a chain of restaurants in Belize, has been in business for the past 20 years, and has a vision to
quickly expand by franchising in other parts of the Caribbean. Having recently researched all the
possible markets for their company, David Lennard, founder and Managing Director, has decided on six
countries (Dominica, Jamaica, St. Lucia, Guyana, Barbados and Trinidad and Tobago) and six likely
companies.

Mr. Lennard intends to hold a two-day seminar for all the investors at the Island Hotel, Belmopan,
Belize, during the frrst weekend in November, 2009. He has indicated that all travel arrangements must
be perfectly organized and synchronized.

To ensure that the two days spent in Belize are worthwhile, Mr. Lennard wants to show his clients his top
three performing restaurants, the newest of which is at the Island Hotel itself. The clients must also
spend at least a half-day learning about franchising.

Answer ALL questions.

1. Assume that you are Mrs. Janine Espinoza Uaninespinoza@yahoo.com), the Barbados
Representative. Write an email to Pat Morian (patmorian@islandtravel.com), a travel agent,
confirming flight arrangements made for November 06- 08, 2009 to Belize.

( S marks)

GO ON TO THE NEXT PAGE


01237032/F 2009
-3-

2. Final arrangements have been made for the six representatives from the different islands and an
itinerary drafted to be sent to the attendees to confirm the details. Complete the itinerary for the
first day from the details given below.

The delegates will be arriving at the Benn Benn Airport, Belize, on Flight BIA 495 at 1700 hours
on Friday, November 06, 2009. They will take a taxi from the airport to The Belize Regency
Hotel, after they clear customs, which is expected to take about an hour and a half. The drive into
Belize City from the airport will take approximately an hour. Mr. David Lennard will meet with
all the delegates at 2000 hours in the Go Go Lounge of the hotel for a cocktail meeting. Dinner
will be at 2100 hours in the JoLo Dining Room of the hotel.

( 7 marks)

GO ON TO THE NEXT PAGE


01237032/F 2009
- 4-

3. The delegates have asked that they be sent a notification of regulations that apply to Belize so that
they can ensure that they have all the necessary travel documents. As assistant to Mr. Lennard,
you will be assisting in this area.

Use the information below from the Government of Belize, which details the requirements for
EACH country and where appropriate, place a tick (.V) in the appropriate column.

Visitors from all Caribbean islands must have a health certificate with international certificates
of vaccination (cholera and yellow fever) to enter Belize. The accepted travel document is the
passport, since the travel permit is not being accepted in Belize. The currency accepted is the US
dollar, but some banks will accept other currencies (TT$; BD$). Most banks accept the EC$. All
delegates must have a US visa to enter Miami for the connecting flight to Belize.

Requirements C<:l
en
u C<:l
0
"0
ro
·t:;
.....
C<:l
c:
ro
u ·u::l "0
..g 0
"0 0.0
ro ·~
.D
~
s0 >.
::l s .....::1
.._;
·a
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@2
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Health Certificate (international certificates


of vaccination: cholera and yellow fever)

Passport

US Currency

Local Currency

US Visa

( 5 marks)

GO ON TO THE NEXT PAGE


01237032/F 2009
- 5-

4. As part of the travel requirements, on April24, 2009, Ms. Lana Soo applied for a health certificate
to indicate that she is free of yellow fever and cholera. She has been vaccinated at the St. Agnes
Health Clinic, which is located at 15 Camden Parkway, St. Augustine, St. Lucia.

Complete the Certificate of Health so that Dr. Donnie Fraser, Registrar of Health, could sign it
when he returns to the office.

CERTIFICATE OF HEALTH

This is to certify that Mr/Mrs/Ms

has been tested and vaccinated at the office of the

located at . .. . . .. . . .. . . ... . ..................................... . .... .

Ms. Soo has been vaccinated against .......................... . .......... .

on ................... , 2009.

Dr. Donnie Fraser Date


Registrar of Health

( 7 marks)

5. In preparation for the trip to Belize, Ms. Susan Maingot of Trinidad and Tobago is planning her
personal budget. She will need US $150 per night for the hotel for two nights and US $300 for
meals and incidentals. The Departure Tax from Trinidad and Tobago is TT $100 and from Belize
US $20. Taxi fare to and from Piarco airport in Trinidad is TT $260 round trip and in Belize
US $100. Her company will be providing her with TT $3 000 and she must supply the rest. The
conversion rate is US $1.00 = TT $6.30. Calculate how much more money Ms. Maingot must
provide.

( 4 marks)
GO ON TO THE NEXT PAGE
01237032/F 2009
- 6-

6. Mr. Lorrie Hope, Manager of the Seaview Cafe, in Montego Bay, Jamaica, has been invited to
Belize where he will attend a seminar to learn about franchising.

As Administrative Assistant to Mr. Hope, write a letter to Mr. Lennard, Managing Director of
Lennard's chain of restaurants, Belmopan, Belize, to confirm his attendance at the seminar.

( 5 marks)

GO ON TO THE NEXT PAGE


01237032/F 2009
-7-

7. The following is an extract from an airline schedule.

FROM JAMAICA TO BELIZE

Date Airport Departure Time Arrival Time Airport


Thursday
Nov. 05,2009 NMI 1500 hours 1630 hours MIA
Nov. 05, 2009 SIA 2200 hours 0100 hours BIA
Nov. 05,2009 SIA 0700 hours 1030 hours BIA
Nov. 06,2009 NMI 0500 hours 0900 hours BIA

KEY: NMI =Kingston, Jamaica SIA = Montego Bay, Jamaica BIA =Belize MIA= Miami

The schedule above shows that the aircraft will stop at times in Miami on its way to Belize from
Jamaica. Select the flight that will ensure that Mr. Lorrie Hope, who resides in Montego Bay,
gets to Belize on time to attend the seminar on franchising. Give ONE reason for your selection.

( 2 marks)

GO ON TO THE NEXT PAGE


01237032/F 2009
-8-

8. The delegates, upon arrival at the seminar in Belize, will each receive a conference bag with
brochures and other important documents. Create a design that includes a logo, to be placed on
the front of the conference bag.

( 4 marks)

9. You are assisting Sandy, Mr. Lennard's secretary, with the planning. She asked you to telephone
the hotel 's reservations office in Belize to request an executive suite with an all inclusive meal
plan. Mr. Lennard will be arriving on November 04 and will depart on November 10, 2009.

Draft a short note to plan the information that you will provide to the reservation clerk.

( 5 marks)

GO ON TO THE NEXT PAGE


01237032/F 2009
-9-

10. As assistant to your manager who will be travelling to Belize on November 06, 2009, develop
a travel checklist to include the name of the traveller, date of travel, purpose of visit and TWO
activities you will undertake to ensure a stress-free flight for your manager.

( 6 marks)

Total 50 marks

ENDOFTEST

01 237032/F 2009
TEST CODE 01237020
FORM TP 2010017 JANUARY 2010

CAR I B B EAN E XAM I NAT I O N S C O U N C I L


SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 – General Proficiency
2 hours

08 JANUARY 2010 (a.m.)

INSTRUCTIONS TO CANDIDATES

1. This paper consists of EIGHT questions.

2. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

3. Use the blank form(s) supplied to prepare answers where necessary.

4. Begin each answer on a new page.

5. You may use a silent non-programmable electronic calculator.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright © 2008 Caribbean Examinations Council®.


All rights reserved.
01237020/JANUARY/F 2010
-2-

SECTION I

Answer ALL questions in this section.

1. (a) List FOUR functions of the office in an organization. ( 4 marks)

(b) State THREE ways in which an office worker can manage time effectively in the
organization. ( 3 marks)

(c) You are a word processing clerk in the sales and marketing department of Onyx Software
Company. A copy of the department’s organizational chart is shown below.

Organizational Chart of the Sales and Marketing Department

The Onyx Software Company


(Sales and Marketing Department)

Managing Director

Marketing Manager

Executive Secretary

Senior Sales Clerk Senior Warehouse Clerk


Word Processing
Clerk

Junior Sales Clerk Despatch Clerk

Use the chart above to answer the following questions:

(i) To whom is the senior warehouse clerk responsible? ( 1 mark )

(ii) State FOUR facts which the organizational chart illustrates about the Sales
and Marketing Department of Onyx Software Company. ( 4 marks)

(iii) State TWO advantages and ONE disadvantage of this organizational plan.
( 3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2010
-3-

2. (a) There are plans to use teleconferencing and video conferencing facilities in your
organization.

(i) State TWO ways in which these facilities are similar, and TWO ways in which
they are different. ( 4 marks)

(ii) State THREE ways in which the organization will benefit from using video
conferencing. ( 3 marks)

(b) You are Marv Harper, mail room clerk. Barb Kelly, administrative assistant, sent you
the following e-mail.

To: < marv.harper@onyx.com>

From: < barb.kelly@onyx.com>

Subject:
Procedures for Incoming Mail

Marv, I am noticing that the company’s Training Manual does not


contain information on the procedures for handling incoming mail. Please
provide the necessary details and include information on remittances. No
more than 6 steps are required. Thanks.

Barb

Draft an e-mail response to Barb Kelly giving the procedures for handling incoming
mail. ( 8 marks)

Total 15 marks

3. An efficient records management system requires equipment and supplies.

(a) List TWO pieces of equipment and TWO types of supplies that are used in records
management. ( 4 marks)

(b) Identify THREE legal stipulations that regulate what information is stored in files.
( 3 marks)

(c) You are Jess Narine, records clerk. In the small law office where you work, clients’
folders have been inactive in file drawers for more than 10 years. Business opportunities
are growing and there is a shortage of record keeping space. You feel that new procedures
should be implemented.

Write a memorandum to Ms. Jean Friday, records manager, to inform her of the
situation. Suggest THREE ways of solving the problem. ( 8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2010
-4-

4. (a) State FOUR items of business that usually appear on an Agenda. ( 4 marks)

(b) List THREE legal requirements of the Annual General Meeting (AGM) of an organization.
( 3 marks)

(c) You are responsible for performing some of the follow-up activities after the sales team
has completed its quarterly meetings.
(i) Copy the following table in your answer booklet and complete it to prepare a
‘TO DO LIST’.

TO DO LIST
Activities to be Action required to Resources Needed
Performed complete task

a) Ensure that the meeting


room is restored

b) Filing of minutes in
chronological order

c) Circulation of minutes
and action sheets to
members of the sales
team

( 6 marks)
(ii) State TWO possible consequences of the sales team’s failure to take the
follow-up action suggested at a previous meeting. ( 2 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2010
-5-

SECTION II

Answer any TWO questions in this section.

5. (a) (i) State THREE functions of the Purchasing Office. ( 3 marks)

(ii) Identify THREE main types of purchases that are made by a company.
( 3 marks)

(b) Gmaxx is a large wholesale company. On 6 January, 2010 Brands Inc. of 7 Bath Street,
Gaston, Nevis, ordered 2000 Shore high grade CDs at $5.00 each, and 100 2.0 flash
drives at $20.00 each. Gmaxx is offering a cash discount of 12% for all accounts settled
within 20 days. The net amount of the invoice is due in 30 days of billing.

(i) Use the form provided to complete the invoice to reflect the sales transactions.
( 7 marks)

(ii) If the debt is paid by 17 January, 2010 how much will Brands Inc. be expected
to pay? ( 1 mark )

(iii) How much should Brands Inc. pay if the debt is settled by 30 January, 2010?
( 1 mark )

Total 15 marks

6. (a) List THREE items of information that are placed on a destination sheet. ( 3 marks)

(b) State THREE reasons for providing the driver of the vehicle with a delivery schedule
on a daily basis. ( 3 marks)

(c) Phillip hopes to become involved in the import business. He is attempting to increase
his understanding of the EIGHT documents that are used for overseas trade.

Draw a flow chart to show the movement of the documents that are required for
overseas delivery. ( 9 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2010
-6-

7. (a) (i) Identify THREE personnel records that are maintained by the clerk in the
human resource office. ( 3 marks)

(ii) List THREE duties that a clerk in the human resource office must perform in
preparation for the conduct of interviews. ( 3 marks)

(b) Assume that you are Bena Wills. You have a chequing account at the Sea Front
Commercial Bank. On 3 January 2010, you received the following statement from the
bank.

Sea Front Commercial Bank


St. John’s Antigua

In account with
Ms. Bena Wills SFCB
Jolly Beach Road
St. John’s Antigua
BANK STATEMENT

ACCOUNT # 6205011871 Personal

Beginning Balance
As of 01/12/2009 3, 725.30

Deposits & Other Credits 3, 202.05



Cheques and Other Debits 1, 680.10

Ending Balance as of
31/12/2009 5, 247.25

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2010
-7-

TRANSACTION INFORMATION

Date Cheque # Description Amount Balance

12/12/09 ABM POS Debit 100.10 - 3, 625.20

13/12/09 Salary from Kings Bank 3, 200.00 6, 825.20

17/12/09 Standing Order – Core Life 75.00 - 6, 750.20

17/12/09 Teller Withdrawal 1, 500.00 - 5, 250.20

20/12/09 Maintenance Fee 5.00 - 5, 245.20

27/12/09 Interest Credit 2.05 5, 247.25

Head Office – 9-12 Muttel Place, St. John’s, Antigua, W.I. Tel: 1 (268)346-9745, Email: bank@Seafront.com
Website: www.seafront.com

Key to Abbreviations Used

ABM Automatic Banking Machine


POS Point of Sale

(i) Briefly explain the transactions that are recorded on the bank statement on the
following dates:

a) 12 December, 2009

b) 13 December, 2009

c) 17 December, 2009 ( 3 marks)

(ii) You checked your records and noted the following:

a) Cheque No. 351 for $340.00 that you issued to J. Morres & Co. Ltd.
on 29 December 2009 was not listed in the bank statement. Give ONE
reason for this. ( 1 mark )

b) You received a cheque for $395.00 from Allan Parsley, and deposited it
in your chequing account on 31 December, 2009. It was not recorded
on the bank statement. Give ONE reason for this. ( 1 mark )

c) All entries on the bank statement were correctly entered in your records.

On the form provided, use the information on the bank statement in questions
(i) and (ii) above to prepare a Bank Reconciliation Statement as at 31 December,
2009 to reconcile the balance as shown in your personal records. ( 4 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2010
-8-

8. (a) State THREE duties that a sales clerk will perform in the Sales and Marketing Office.
( 3 marks)

(b) List THREE pieces of equipment that will assist sales personnel in the performance
of their duties. ( 3 marks)

(c) The following advertisement appeared in the daily newspaper. You plan to apply.

Wanted! Wanted! Wanted!

Teen Tyme Fashion Statement will pay


you to write and describe your creative ideas on how
we can improve our CATALOGUES AND PRICE LISTS
to meet retail supplier requirements and beat the competition.

We are manufacturers of fashion accessories that attract


a youthful and trendy male and female clientele.

The media will be a booklet and the Internet.

Make your submissions to: fashionstatement@teentyme.com


before 3 January, 2010.

(i) Write your response to the advertisement above, indicating SIX points to
improve the company’s catalogues and price lists. ( 6 marks)

(ii) State THREE ways in which Teen Tyme Fashion Statement can use e-commerce
to expand its business opportunities. ( 3 marks)

Total 15 marks

END OF TEST

01237020/JANUARY/F 2010
7. (ii) c)
Question No. ..................................................... Candidate No. ................................................

BANK RECONCILIATION STATEMENT 3 JANUARY, 2010

Balance shown on statement 31 December, 2009 $5,247.25

Less unpresented cheques:

Cheque to J. Morres & Co. Ltd. (bank not aware) ______________

Adjusted Balance

Plus: deposits not yet recorded by bank:

31 December (Bank not aware) ______________

Balance as per personal records

01237020/JANUARY/F 2010
5. (b) (i)
Question No. ..................................................... Candidate No. ................................................

GMAXX 13 Craig Hall, St. Kitts W.I. Tel.1-869-333-4000. E-mail: sales@geemaxx.com


where all items are for less and the only reduction is in the price
_________________________________________________________________________________

INVOICE

Brands Inc. Invoice No. 0683


7 Bath Street
Gaston, Nevis Terms: 12% – 20 days

8 January, 2010

Customer Order No.: 4412

Quantity Description Unit Price Amount

01237020/JANUARY/F 2010
TEST CODE 01237032
FORM TP 2010018 JANUARY 2010

CAR I B B EAN E XAM I NAT I O N S C O U N C I L

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 – General Proficiency

1½ hours

In addition to the 1½ hours candidates are allowed


15 minutes to read through the paper. Writing MAY
begin during this time.

INSTRUCTIONS TO CANDIDATES

1. You MUST use this answer booklet when responding to the questions. For EACH question,
write your answer in the space indicated and return the answer booklet at the end of the
examination.

2. Use the CASE to answer the questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2008 Caribbean Examinations Council®.


All rights reserved.
01237032/JANUARY/F 2010
-2-

THE CASE

The Head Office of Devon Bank will be hosting the 20th Annual General Corporate Meeting and
Conference, to be held in Trinidad and Tobago at the Vacationers Paradise, Churchill Roosevelt
Highway, Trincity, Trinidad, from 25 - 27 January 2010.

The purpose of the event is to communicate new developments in the organization, encourage
teamwork by building working teams and break down barriers with the 300 delegates from subsidiaries
in Trinidad and Tobago, Jamaica, St Lucia, Grenada, Barbados, St Vincent and the Grenadines.
The conference must also celebrate the success of the bank, motivate participants and provide
entertainment.

As all Heads of Departments are expected to attend, the Annual General Meeting will be held on the
first day of the three-day conference, followed by the conference activities.

All necessary documents for the Annual General Meeting will be prepared and packages made
ready for the Conference by 2 December, 2009.

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2010
-3-

Answer ALL questions.

1. The secretary is preparing for the upcoming Annual General Meeting. Develop a six-point
checklist using the form below to include:

(i) TWO tasks for the day before the meeting


(ii) TWO tasks for the day of the meeting
(iii) TWO tasks for the day after the meeting

Plan of Tasks to be done for


Annual General Meeting

DATE TASKS

7 January, 2009 Day before the meeting:

________________________________________________________________

________________________________________________________________

________________________________________________________________

8 January, 2009 Day of the meeting:

________________________________________________________________

________________________________________________________________

________________________________________________________________

9 January, 2009 Day after the meeting:

________________________________________________________________

________________________________________________________________

________________________________________________________________

( 6 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2010
-4-

2. The following Members of the Board of Devon Bank will be attending a breakfast meeting:

• Chairman of the Board

• Managing Director

• Financial Comptroller

• Recording Secretary

Using the seating plan in Figure 1, arrange seating of the members. Pay attention to designated
seating arrangements. Use letters (a) - (d) to indicate the positions of the members. The legal
advisor is seated at (e).

(e)

Figure 1
( 4 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2010
-5-

3. Prepare a combined Notice and Agenda for Devon Bank’s Annual General Meeting which
starts at 10 a.m., and will be held in the Battimamzelle Room. Use the information given in
the Case. Include FOUR of the usual Annual General Meeting items.

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________
( 8 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2010
-6-

4. Additional help has been recruited to assist the Minuting Secretary with the upcoming
Devon Bank’s 20th Annual Corporate Meeting and Conference. You realise at a meeting
with these assistants that they are unfamiliar with meeting jargon and you have decided to
prepare a glossary of meeting terms to be included in their folders. Prepare the glossary for the
following terms:

(a) Point of order

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

(b) Ad hoc

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

(c) Lie on the table

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________
( 3 marks)

5. You need to provide some guidance to the assistants on how to take minutes. Develop FOUR
points to which they can refer.
_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________
( 4 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2010
-7-

6. Prepare the minutes using the information from the excerpt given below of the Chairman’s
Agenda from the Devon Bank’s Board of Directors’ breakfast meeting.

CHAIRMAN’S AGENDA

A meeting of the Board of Directors will take place in the Board Room on Monday
5 January 2010 at 8.00 a.m.

AGENDA

4. Profit & Loss Statement at Increased profits noted:- no queries –


31 December 2009 Alan Smart congrats for clear presentation
of financial position – also John Holman on
Marketing effort

5. Appointment of new Human Resource Six candidates short-listed.


Manager Proposer – Peter Delphi, Seconder – Alan Smart,
that an ad hoc committee of myself (Raymond
Devon), Arnold Lewis and Tara Bachoo be set up
to interview applicants – Carried unanimously

6. Retirement of Mr G Moon Proposer: Arnold Lewis, Seconder: Ken Job,


that a collection be organized and a presenta-
tion made – Carried U. Ken volunteered to take
charge of arrangements.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

GO ON TO THE NEXT PAGE


01237032/JANUARY/F 2010
-8-

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________
( 8 marks)

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01237032/JANUARY/F 2010
-9-

7. Give FOUR reasons why the Proxy Form below is being submitted at the Devon Bank’s
Annual General Corporate Meeting.

ANNUAL GENERAL MEETING PROXY

I hereby constitute and appoint the person named below as my proxy to act on my
behalf at the General Meeting of 25 January, 2010.

My proxy shall have full authority to vote upon all matters that may be presented
at the named meeting.

Notwithstanding the foregoing, the undersigned hereby directs the said proxy holder
to vote as indicated herein below on the following matters:

Yes, to the appointment of Mr Raymond Devon as chairperson of the company.

PLACE AN ‘X’ ON THE LINE NEXT TO THE CANDIDATE OF YOUR CHOICE

Mr Jon Burns – 94 Luis Street, Morvant { }

Ms Cita Khan – 456 Manahambre Road, Princes Town {X}

Ms Peta Barnes – 29 Long Street, Chaguanas { }

The undersigned has executed this directed proxy:

Name: Mary Phelps

Address: 140 Parlour Lane, Castries, St Lucia

Mary Phelps
Signature:

This is to be returned by: 02 December, 2009 TO: Devon Bank, POS, T&T

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________
( 4 marks)

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01237032/JANUARY/F 2010
- 10 -

8. Devon Bank has noted that over the past three years, the attendance at the Annual General
meetings has been dwindling. The Research Unit is conducting research to gather data on the
possible reasons why shareholders are not attending. You are asked to write FIVE questions
that can be included on the questionnaire.

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________
( 5 marks)

9. As a coordinator in charge of arranging the meetings that are held at Devon Bank’s Head
Office, state FOUR factors you think contribute to the high absenteeism at the Annual General
Meeting.
___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________
( 4 marks)

10. Give FOUR recommendations for improving the attendance at Annual General Meetings.

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________
( 4 marks)

Total 50 marks
END OF TEST

01237032/JANUARY/F 2010
TEST CODE 01237020
FORM TP 2010094 MAY/JUNE 2010

CAR I B B EAN E XAM I NAT I O N S C O U N C I L

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

25 MAY 2010 (a.m.)

INSTRUCTIONS TO CANDIDATES

1. This paper consists of EIGHT questions.

2. Number each answer in your booklet correctly.

3. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

4. Use the blank form(s) supplied to prepare answers where necessary.

5. Begin each answer on a new page.

6. The use of a silent non-programmable electronic calculator is allowed.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2008 Caribbean Examinations Council®.


All rights reserved.
01237020/F 2010
-2-

SECTION I

Answer ALL questions in this section.

1. (a) (i) Identify THREE channels, other than the consumer, that a manufacturer or
producer may use to distribute his goods and services. ( 3 marks)

(ii) State TWO roles that the office should perform in the exchange of goods and
services. ( 2 marks)

(b)
Copy the organization chart below in your answer booklet and complete it to show the
positions for a general manager, a secretary and an administrative assistant.
( 2 marks)

(c) In her application letter to Hi-Tech Solutions Co. Ltd, Shauna Lee stated that she possessed
excellent “literacy, word-processing, time management and problem-solving” skills.

For EACH of the skills listed above, state TWO ways in which Shauna Lee could
contribute to efficiency in the organization. ( 8 marks)

Total 15 marks

2. (a) (i) State THREE techniques that an employee should display in answering the
company’s telephone. ( 3 marks)

(ii) List THREE types of information that may be found in the telephone direc-
tory. ( 3 marks)

GO ON TO THE NEXT PAGE


01237020/F 2010
-3-

(b) (i) State ONE reason why knowledge of time zones is important in business.
( 1 mark)

(ii) The table below lists THREE countries which are either behind in hours (indicated
by the minus sign (–), or ahead, (indicated by the plus sign (+) of Greenwich
Mean Time.

Countries Behind or Time on 12-hour clock


Ahead
Delhi, India +05.5 hours
Kinston, Jamaica –05 hours
Tokyo, Japan +09 hours

Copy the information given in the table above in your answer booklet and
calculate the time for the THREE countries when it is 12 noon in England, using
the 12-hour clock. ( 3 marks)

(iii) Copy the following information in your answer booklet and determine the time
on the 24-hour clock.

12-hour clock 24-hour clock


12:00 noon
12:00 midnight
12:01 p.m.
1:00 a.m.
1:00 p.m.
( 5 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2010
-4-

3. (a) (i) State TWO reasons for preserving records in a business. ( 2 marks)
(ii) Identify TWO means by which data may be preserved. ( 2 marks)

(iii)
Copy the information below in your answer booklet and for EACH duty, give
ONE task that the records management clerk is expected to perform.
( 3 marks)

Duties Tasks to be performed


Preparing documents
Managing documents
Retrieving documents

(b) Arrange the following list of names as they would appear in an alphabetical filing system.

Olga Read
Amy Reed
O. Read
A. Reide
A. Reede
O. Reade
A. Reid
O. Reed ( 8 marks)

Total 15 marks

4. (a) (i) State ONE follow-up activity of a meeting that should be performed by the
chairperson. ( 1 mark)

(ii) State THREE reasons for sending copies of minutes of the previous meeting to
members ahead of the next meeting day. ( 3 marks)

(b) List THREE items of business that may be included on the agenda of a meeting.
( 3 marks)

(c) As a new employee in the organization, you notice that each week, attendance at meetings
seems to be dwindling.

Draft a memo to all members of staff explaining the problem. Suggest FOUR actions
that can be taken to deal with the poor attendance at meetings. The memo will be signed
by the general manager. ( 8 marks)

Total 15 marks

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01237020/F 2010
-5-

SECTION II

Answer any TWO questions in this section.

5. (a) (i) State TWO reasons for the human resource management office to conduct an
induction programme. ( 2 marks)

(ii) State TWO purposes for appraising employees in an organization.
( 2 marks)

(b) Identify TWO duties of the purchasing clerk. ( 2 marks)

(c) (i) You are Shirley Showers, a data entry clerk. You informed your supervisor,
Mrs Olivia Grange, that you will require the following items in the next two
days. Mr Bigga Henry is the stores clerk.

• 2 reams A4 copy paper


• 6 black deskjet cartridges
• 100 D6 brown envelopes
• 1 gross HB pencils

Use the form provided to request the items. The requisition number is 101.
( 5 marks)

(ii) As data entry clerk, you are asked to print 250 copies of a four-page annual news-
letter for the company, immediately. You, therefore, need to order 3 reams of A4
copy paper at a cost of $100.00 per ream from Chin Lees Stationery Ltd, 5 Savana
Road, Grenada.

Use the Order form provided to ensure that the paper required is supplied to you
on the same day. ( 4 marks)

Total 15 marks

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01237020/F 2010
-6-

6. (a) (i) List THREE items of information that the accounts clerk will place on an
employee’s Pay Advice. ( 3 marks)

(ii) State THREE reasons usually considered for paying an employee by cheque.
( 3 marks)

(b) You are Seeta Roopria, petty cashier, who has been handling small cash transactions for
the marketing division of the Starlet Electrical Company, 148 Taylor Drive, Belmont,
St. Kitts.

Use the Petty Cash Book form provided to record the following information. You are
required to balance the book and restore the imprest on June 01.

May 01 Petty cash brought forward $300.00

May 06 Paid postage – PCV #1 $20.00

May 08 Bought stationery – PCV #2 $10.00

May 09 Paid travel expenses – PCV #3 $30.00

May 11 Paid office expenses – PCV #4 $25.00

May 13 Paid window cleaner – PCV #5 $40.00

May 15 Bought sundry items – PCV #6 $30.00

May 21 Paid for small office supplies – PCV #7 $35.00

May 22 Bought stamps – PCV # 8 $10.00

May 24 Paid for stenopad – PCV #9 $15.00

May 31 Paid taxi fare – PCV # 10 $20.00

( 9 marks)

Total 15 marks

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01237020/F 2010
-7-

7. (a) (i) State ONE function of EACH of the following pieces of equipment used in Sales
and Marketing:

• Fax machine
• Computer
• Answering machine ( 3 marks)

(ii) Apart from the pieces of equipment mentioned in 7 (a) (i) above, identify THREE
machines used in the sales office. ( 3 marks)

(b) Top-Brand Stationery Supplies Ltd, of 15 Hanover Street, Kingstown, St Vincent, is a


large retailer of hardcover notebooks. On June 03, Studywise Agencies, of 20 Ballater
Drive, Kingston 10, Jamaica, ordered 500 hardcover notebooks at $10.00 each. Top-
Brand Stationery offers a trade discount of 20% for orders above 400 notebooks. The
company also offers a cash discount of 10% for all accounts settled within 20 days. The
net amount of the invoice is due within 30 days of the invoice date to avoid a late fee
of 1% of the total amount of the order.

You are required to:

(i) Use the form provided to prepare the invoice to reflect the sales transactions.
( 5 marks)

(ii) Calculate, showing all working, how much Studywise Agencies is expected to
pay if the invoice is paid by June 15. ( 2 marks)

(iii) Calculate, showing all working, the amount Studywise Agencies should pay if
the bill is settled on July 15. ( 2 marks)

Total 15 marks

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01237020/F 2010
-8-

8. (a) (i) List THREE specific duties performed by a clerk in a factory office.
( 3 marks)

(ii) State THREE ways in which a factory office can ensure that goods are completed
on schedule. ( 3 marks)

(b) There are documents that move between the factory office and the despatch and transport
office.

FACTORY OFFICE

1 2 3 4

DESPATCH AND TRANSPORT OFFICE

(i) Identify FOUR documents that move in BOTH directions between the factory
office and the despatch and transport office. ( 4 marks)

(ii)
State THREE ways in which the factory office and the despatch and transport
office may depend on each other for the efficient operation of the business.
( 3 marks)

(iii) Explain TWO problems that may arise if both departments are unable to co-
ordinate their activities. ( 2 marks)

Total 15 marks

END OF TEST

01237020/F 2010
5 (c)(i)
Question No. ............... Candidate No. .............................................................

DEPARTMENTAL STOCK REQUISTION

To: No:

Date:

Please supply the following iitem(s)

Quantity Description

Requested by: Department:

Authorized by: Date:

Received by: Date:

5 (c)(ii)
Question No. ...............

ORDER FORM

To: .............................................................................. Date: ..........................................................

.............................................................................. Quotation # 10

..............................................................................

Please supply the following C.O.D.

Quantity Particulars Unit Price Total

01237020/F 2010
6 (b)
Question No. ............. Candidate No. ...................................................................

Dr Petty Cash Book Cr

Receipts Payments

Analysis

Fo/
Sundries

Travel
Expenses

Postage
Office
Expenses

Stationery

Amount Date Details PCV TOTAL

01237020/F 2010
7(b)(i)
Question No. ............... Candidate No. .............................................................

SALES INVOICE
No. TBSS220

TO: TERMS:

DATE:

Quantity Description Unit Price $ Total $

E & OE

01237020/F 2010
TEST CODE 01237032
FORM TP 2010095 MAY/JUNE 2010

CAR I B B EAN E XAM I NAT I O N S C O U N C I L

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 – General Proficiency

1 hours
1–
2

In addition to the 1–2 hours candidates are allowed


1

15 minutes to read through the paper. Writing


MAY begin during this time.

INSTRUCTIONS TO CANDIDATES

1. You MUST use this answer booklet when responding to the questions. For EACH question,
write your answer in the space indicated and return the answer booklet at the end of the
examination.

2. Use the CASE to answer the questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2008 Caribbean Examinations Council®.


All rights reserved.
01237032/F 2010
-2-

THE CASE

B A George and Company is a newly established and rising firm of young Attorneys -at -Law in Basseterre,
St Kitts. Its complement of full-time staff consists of four attorneys, two legal assistants, an accountant,
an administrative assistant, a messenger, and a receptionist/telephonist. The firm offers all the usual
legal professional services and serves as agents for one of the larger insurance companies on the island.

Valerie Lewis joined the firm a year ago as the receptionist/telephonist. She is supervised by Penny
Melrose, the administrative assistant. Miss Lewis’ position in the firm brings her into personal contact
with clients when they telephone or visit the office. She enjoys this opportunity to be of service to the
clients.

During the busy periods, Valerie’s responsibilities can be somewhat overwhelming, and she has asked
for some assistance during those times. She has been asked to document her duties and responsibilities
as receptionist/telephonist and has started to prepare a manual which can be used to assist whoever
comes to assist her.

GO ON TO THE NEXT PAGE


01237032/F 2010
-3-

Answer ALL questions.

1. Valerie’s duties include maintaining a tickler file and receiving parcels. State FOUR procedures
that Valerie MUST follow when performing EACH of these duties.

(a) Maintaining a tickler file –

(i) ______________________________________________________________

______________________________________________________________

(ii) ______________________________________________________________

______________________________________________________________

(iii) ______________________________________________________________

______________________________________________________________

(iv) ______________________________________________________________

______________________________________________________________
( 4 marks)

(b) Receiving parcels –

(i) ______________________________________________________________

______________________________________________________________

(ii) ______________________________________________________________

______________________________________________________________

(iii) ______________________________________________________________

______________________________________________________________

(iv) ______________________________________________________________

______________________________________________________________
( 4 marks)

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01237032/F 2010
-4-

2. On the reception register shown below complete the headings and enter the following details
of callers in the order in which they visited the firm on 27 April 2010. Use the 24-hour clock
system.

– At 4:20 p.m. Mr Colin Nathan of Trimline Ltd called to see Mr Leo Stanley – he was
seen by Ms Penny Melrose.
– At 2:15 p.m. Ms P. Watts from Jamco enterprises called and was seen by Mr Fred Jones,
legal assistant.
– At 10:40 a.m. Mrs Jane Scott of JURO Services called to see Mr Mack Namara – she
was seen by Ms Bett Ann Rogers.

RECEPTION REGISTER

DEPARTURE
TIME OF
ARRIVAL
TIME OF
DATE BUSINESS OR
OTHER ADDRESS

27 April
2010

27 April
2010

27 April
2010

27 April
2010

( 5 marks)

3. The firm has hired a new trainee receptionist. Valerie wants to ensure that the trainee performs
in a manner that would maintain a good relationship between the organization and members of
the public. State THREE ways in which this can be done.

1. ____________________________________________________________________

____________________________________________________________________

2. ____________________________________________________________________

____________________________________________________________________

3. ____________________________________________________________________

____________________________________________________________________
( 3 marks)
GO ON TO THE NEXT PAGE
01237032/F 2010
-5-

4. The following visitors have made arrangements to call on B A George & Co. on 25 June 2010.
Copy and complete the appointment book below with the following details:

(a) Mr K. John, ACE Printers Ltd., Charlestown, to see administrative assistant at 0830 hrs.

(b) Ms S. Salloum, 135 Miles Road, Frigate Bay, to see Mrs George, attorney at 1100 hrs.

(c) Mr Q. Olson, 23A Horizon Villas, Bird Rock, to see Mr Leo Stanley, legal assistant at
1030 hrs.


APPOINTMENT BOOK

25 JUNE 2010
TIME OF
NAME OF CALLER FIRM ARRIVAL TO SEE

( 3 marks)

5. Valerie Lewis is being promoted to another post in the organization. The new receptionist is
expected to demonstrate the following THREE qualities:

• Discretion
• Tact
• Initiative

State ONE way in which the receptionist will demonstrate EACH quality.

Discretion –
___________________________________________________________________________

___________________________________________________________________________

Tact –
___________________________________________________________________________

___________________________________________________________________________

Initiative –
___________________________________________________________________________

___________________________________________________________________________
( 3 marks)

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01237032/F 2010
-6-

6. Penny Melrose received the following phone call at 4:14 p.m. on 04 May 2010. Complete the
telephone message form using the information received.

“Good Afternoon, George and Co.? I am Theresa Simmons calling on behalf of my son Jeremy
Simmons. He has been unexpectedly delayed in St. Lucia. His flight was cancelled and there
isn’t another flight out of St. Lucia to St. Kitts until tomorrow morning at 7:00. Can he come
for the interview with Mrs George in the afternoon instead? Could you call him to confirm if
that is okay? – The number is 749-8372. Thanks, Goodbye”.

MESSAGE FOR

WHILE YOU WERE OUT


OF
TELEPHONE NO.

TELEPHONED PLEASE RING


CALLED TO SEE YOU WILL CALL AGAIN
WANTS TO SEE YOU URGENT

Message:


Date: 04 May 2010 Time: 4:15 p.m.

Received by: Penny Melrose

( 8 marks)

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01237032/F 2010
-7-

7. Valerie received the following note from Nancy, the trainee receptionist/telephonist, who has
been with the company for only three weeks.


Valerie

I have been having problems dealing with visitors and clients at the front office.
I feel that I am not doing a good job because they get annoyed with me. I
really want to keep this job and do not want to be fired, so I am asking you
to give me some pointers. I panic when visitors arrive unexpectedly and the
managers are unable to meet with them. I am expected to make excuses and
there are times when I am unable to do so and they leave in a huff. There are
other times when they come in and I am on the telephone, they get impatient
when they are kept waiting.

My other problem is with the telephone. I try to take messages but at times
I am unable to understand the person’s name or spell it correctly. There are
times when I am tempted to snap at them and cut them off. I know that you will
be able to assist me.

Thanks, Nancy.

(a) For EACH of the following identify TWO things that Nancy, the trainee receptionist/
telephonist is doing wrong.

(i) Receiving unexpected visitors:

a) ________________________________________________________

________________________________________________________

b) ________________________________________________________

________________________________________________________

(ii) Answering the telephone:

a) ________________________________________________________

________________________________________________________

b) ________________________________________________________

________________________________________________________
( 4 marks)

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01237032/F 2010
-8-

(b) For EACH of the problems identified in (a) above, suggest TWO tips to Nancy, which
could be used to rectify the problems.

(i) Receiving unexpected visitors:

a) ________________________________________________________

________________________________________________________

b) ________________________________________________________

________________________________________________________

(ii) Answering the telephone:

a) ________________________________________________________

________________________________________________________

b) ________________________________________________________

________________________________________________________
( 4 marks)

8. The drawing below shows the cramped reception area at B A George & Co. Recommend FIVE
ways in which the reception area can be improved to make it more comfortable and attractive
to visitors who have to wait for a short time.

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01237032/F 2010
-9-

1. _________________________________________________________________________

___________________________________________________________________________

2. _________________________________________________________________________

___________________________________________________________________________

3. _________________________________________________________________________

___________________________________________________________________________

4. _________________________________________________________________________

___________________________________________________________________________

5. _________________________________________________________________________

___________________________________________________________________________
( 5 marks)

9. Nancy checked her appointment diary and noted that an appointment has been made on Wednesday
02 June for a meeting between Ms Rogers of B A George and Company and Mr Jacobs of GLG
Insurance. What FOUR arrangements should Nancy put in place the day before the meeting?

1. _________________________________________________________________________

___________________________________________________________________________

2. _________________________________________________________________________

___________________________________________________________________________

3. _________________________________________________________________________

___________________________________________________________________________

4. _________________________________________________________________________

___________________________________________________________________________
( 4 marks)

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01237032/F 2010
- 10 -

10. Recommend to Nancy the correct way to introduce a visitor.

1. ___________________________________________________________________

______________________________________________________________________

2. __________________________________________________________________________

____________________________________________________________________________

3. __________________________________________________________________________

____________________________________________________________________________
( 3 marks)

Total 50 marks


END OF TEST

01237032/F 2010
TEST CODE 01237020
FORM TP 2011019 JANUARY 2011
CARIBBEAN E XAM I NAT I O N S COUNCIL
SECONDARY EDUCATION CERTIFICATE
EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

07 JANUARY 2011 (a.m.)


INSTRUCTIONS TO CANDIDATES

1. Number each answer in your booklet correctly.

2. Begin each answer on a new page.

3. Use the blank form(s) supplied to prepare answers where necessary.

4. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2009 Caribbean Examinations Council


All rights reserved.

01237020/JANUARY/F 2011
-2-

SECTION I

Answer ALL questions in this section.

1. (a) List THREE activities performed in the office that relate to processing information.
 (3 marks)

(b) State TWO differences between a small company and a large company with respect to the

(i) employees (2 marks)

(ii) structure. (2 marks)

(c) As an employee you believe that your co-workers must promote positive relationships with
each other in the workplace.

Copy the table below in your answer booklet. For EACH positive attitude listed, state One
appropriate action by the employee and ONE appropriate action by the employer that would
promote the attitude.

Employee’s Actions/ Employer’s Actions/


Key Positive Attitudes
Demonstrations Demonstrations
Respect and consideration for others

Loyalty

Motivation

Self-esteem

(8 marks)

Total 15 marks



GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2011
-3-

2. (a) State THREE uses of the Internet. (3 marks)

(b) List FOUR items of information that should be included on a telephone message form.
(4 marks)

(c) Some employees at your workplace have been abusing the use of cellular telephones during
working hours. As a result, policy guidelines regarding the use of cellular telephones have
been developed. Ms Eva Bain, manager, asked you to draft a memorandum TO ALL STAFF
for her signature.

The memorandum is to inform staff of the plan to introduce new policies on the use of cellular
telephones during working hours and should include:

‒ THREE ways in which cellular telephones are inappropriately used by employees in


the work place

‒ ONE disadvantage of using cellular telephones during working hours (8 marks)

Total 15 marks

3. (a) (i) State the meaning of the term ‘indexing’ as it is used in records management.
(2 marks)

(ii) State TWO reasons for cross-referencing a name. (2 marks)

(b) List THREE regulations that relate to access and retention of documents. (3 marks)

(c) You are a clerk with Prime Real Estate Ltd which has recently merged with two other companies.
At Prime Real Estate Ltd you used a departmental filing system. The merged company is now
using a centralized filing system.

(i) Identify FOUR changes that you must make to facilitate the use of the centralized
filing system. (4 marks)

(ii) State FOUR activities that management should undertake to ensure that the change
from a departmental to a centralized filing system is successful. (4 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2011
-4-

4. (a) (i) Define the term ‘quorum’. (1 mark )

(ii) State FOUR legal requirements of an Annual General Meeting. (4 marks)

(iii) List TWO ways in which the Chairman’s Agenda is different from the general
Agenda. (2 marks)

(b) Use the information provided in the electronic mail below to prepare an itinerary for Mr Sant.
Use the 12 or 24 hour clock in your response. (8 marks)

E-mail

TO: micah@ymail.com

SUBJECT: Travel to Sales Workshop and Conference

Anisa:

Approval has been given for Mr Dennis Sant, Senior Sales Manager, to attend meetings and training
workshops in Barbados, St Lucia and Antigua. Please use my notes below to prepare his travel itinerary.

Monday January 7th – to Barbados for Sales Policy Training (duration, 2 days). LIAT 203 @ 3:50 p.m.
and LIAT 113 @ 1800 hours to St Lucia. The Orchid House Hotel is reserved for his stay in Barbados.

Thursday January 10th – to St Lucia for Sales Inspection Workshop (duration, 1 day). Made reservations
at The Bird of Paradise Inn.

Leave the weekend free for Mr Sant’s personal time.

On Monday 14 (0945 hours) he departs St Lucia for Antigua on LIAT 522 to attend The Planners
Conference (4 days at the Bay View Harbour Place, he will stay at the same hotel.) He leaves Antigua
at 2:40 p.m. on Caribbean Airways CA77. He returns to Grenada on Friday 18.

Lana

Total 15 marks

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01237020/JANUARY/F 2011
-5-

SECTION II

Answer any TWO questions in this section.

5. (a) (i) State THREE responsibilities of the human resource department with regard to
deployment. (3 marks)

(ii) State THREE items of information that the human resource department must obtain
from other departments to develop job descriptions. (3 marks)

(b) It is the first time Ryce Parsons is making credit purchases. The goods are valued at $8 500.00.
The terms of payment are 2 per cent net 15 days. Assume that you are working in the accounts
department of the company which has granted credit facilities.

(i) Outline THREE actions that your company should take before granting credit facilities
to Ryce Parsons. (3 marks)

(ii) Write THREE recommendations to deal with delinquent debtors. (3 marks)

(iii) Ryce Parsons repays the loan within eight days. Calculate his final payment. Show
all working. (2 marks)

(iv) Write a justification to indicate if Ryce Parsons is entitled to a discount. (1 mark)

Total 15 marks

6. (a) (i) State THREE reasons why stock control is important to a company. (3 marks)

(ii) Identify THREE factors that will influence a company’s decision on what items to
stock. (3 marks)

(b) Assume that you work in the accounts department of Fores Construction Company. Your duties
include preparing statements of accounts. The account of Charters Equipment of 36 Hades
Park, Anguilla, showed the following transactions for the month of December.

Purchase on December 12 amounted to $1 270.00


Purchase returns on December 15 were $ 760.10
A cheque was received on December 18 for $1 104.55

The statement number was 5732 and the brought forward balance on December 02 was $655.25.

Use the form provided to prepare a statement of accounts to be sent to Charters Equipment
Company. (9 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2011
-6-

7. (a) State THREE duties that may be required of a clerk in the sales department when dealing with
customers. (3 marks)

(b) List THREE steps in the purchasing procedure. (3 marks)

(c) Suppliers of office equipment will be invited to submit tenders for a photocopy machine to the
company in which you are employed. The equipment must have the cutting edge technology
in order to meet the needs of the marketing department.

(i) You are required to draft the request for tenders that will be sent out to suppliers.
Include THREE main components. (4 marks)

You are assisting the sales manager in evaluating the tenders received from suppliers. You feel
that a checklist will help to identify the major features of the photocopy machine.

(ii) Design a checklist that identifies FOUR features of the photocopy machine that will
meet the needs of the marketing Department. (5 marks)

Total 15 marks

8. (a) State TWO tasks performed by a clerk in the factory office in the preparation of a shift
roster. (2 marks)

(b) State TWO uses of EACH of the following:

(i) Destination sheet (2 marks)

(ii) Delivery note (2 marks)

(c) You work in the Production Department of The Fashion Statement Company, 14 Chaud Place,
Bridgetown, Barbados. Mr Chris Welsh, production manager, left the following note on your
desk.

It is time to re-order Production forms from the printers.

The older forms did not contain most of the information that was needed.

Prepare a draft form and include the following headings with adequate space for inserting information.

(i) Date to commence job

(ii) Number of units required

(iii) Production order number.

(iv) Materials required (leave most space here)

Thank you
CW

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01237020/JANUARY/F 2011
-7-

(i) Use the information in the note from Mr Welsh, to design a production order form for your
company. (5 marks)

(ii) Use the form you designed at (i) above to record the Production Order No 56/2011, received
by your company for 1000 ladies straw hats. The form must be signed by Mr Welsh, who
informed you that the job must commence today. (4 marks)

Total 15 marks

END OF TEST

01237020/JANUARY/F 2011
TEST CODE 01237020
FORM TP 2011019 JANUARY 2011
CARIBBEAN E XAM I NAT I O N S COUNCIL
SECONDARY EDUCATION CERTIFICATE
EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

6 (b)
Question No. ........................................... Candidate No. ...............................................................

STATEMENT
No.963
Fores Construction
Fores Park
Antigua

DATE:

NUMBER:

TERMS:

TO:

DATE DETAILS DR CR BALANCE

Payments made during the month will not be reflected on this statement

01237020/JANUARY/F 2011
TEST CODE 01237032
FORM TP 2011020 JANUARY 2011

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 – General Proficiency

1 –1 hours
2

In addition to the 1–
1
2
hours candidates are allowed
15 minutes to read through the paper. Writing MAY
begin during this time

INSTRUCTIONS TO CANDIDATES

1. Candidates MUST use this answer booklet when responding to the questions. For EACH
question, write your answer in the space indicated and return the answer booklet at the end of
the examination.

2. Use the CASE to answer the questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2009 Caribbean Examinations Council


All rights reserved.

01237032/JANUARY/F 2011
- 2 -

THE CASE

ACME Limited of 123 Hardhat Court, Arima, Trinidad and Tobago, is a thriving medium-sized construction
company in existence for the past 20 years. With the construction boom at its peak in the country, ACME
Ltd needs to expand its operations. This means hiring more full-time staff for the office and for various
work sites.

Answer ALL questions.

1. The management of ACME Limited has to decide on the most effective method of advertising for
the new staff. As the clerk in the human resource department, you have suggested using the

(i) electronic media


(ii) newspapers
(iii) employment agencies.

In the space below, discuss why you have selected the three methods above. You should include
TWO advantages of using EACH method.

(i) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(6 marks)

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01237032/JANUARY/F 2011
- 3 -

A friend at the company has informed Kim Coker that new positions may soon be available. However,
Kim is concerned about the

(i) hours that she may be required to work and

(ii) the qualifications needed for the posts.

2. Explain, giving TWO reasons for EACH, why these concerns should be considered before applying
for a position at the company.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(4 marks)

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01237032/JANUARY/F 2011
- 4 -

3. The advertisement below appeared in the local newspaper. You have decided to apply for the
position. In response to the job advertisement, write a cover letter to ACME Limited that would
accompany the résumé.

Applications are invited for the position of


CLERK/TYPIST

Job Summary: Word processing, filing, reception and other clerical duties required in
the General Office

Requirements: Education/Training -
Five CXC General Proficiency subjects, including English A,
Mathematics, Office Administration and Electronic Document
Preparation and Management.

Microsoft Office Specialist Certification in word processing,


spreadsheet and database management would be an asset.

Work experience in a related field would be an asset.

Other: • Excellent interpersonal skills


• Ability to work well without supervision
• Ability to work extra hours if and when required
• Willingness to participate in on-the-job training programmes

Two references required

Applications should be sent to:

The Human Resource Officer


ACME Ltd
123 Hardhat Court
Arima
Trinidad and Tobago

Closing Date: 10 December 2010


TRINIDAD HERALD 30 NOVEMBER 2010

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01237032/JANUARY/F 2011
- 5 -

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
 (6 marks)

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01237032/JANUARY/F 2011
- 6 -

The extract below shows information on Kim Coker who is completing her résumé.

Kim Coker is a citizen of Trinidad and Tobago who lives at 48 Tweeter Lane, Siparia. She
was born on 15 August 1988. Her telephone number at home is 868 400-3333 and she
is currently working at the Bank of the Republic in Front Street, San Fernando. She has
worked there since July 2007. Kim went to school at San Fernando Primary from 1992
to 1999 and Bentley High School from 1999 to 2005. She likes to read and play netball.

4. In the space below, suggest a layout for the résumé. Use the information given above, to include
the appropriate headings and related details.

RÉSUMÉ

(10 marks)

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01237032/JANUARY/F 2011
- 7 -

5. Kim has submitted her application and has been invited to an interview in two weeks. Write
THREE recommendations that would assist her in preparing for the interview.

(i) _________________________________________________________________

_________________________________________________________________

(ii) _________________________________________________________________

_________________________________________________________________

(iii) _________________________________________________________________

_________________________________________________________________
(3 marks)

6. At the interview, Kim will be asked some questions by the interviewers. She has asked you to
help her prepare for the interview. Suggest ONE likely response to each of the three questions
below.


Question Likely Responses

(i) Why do you want to work with


the company?

(ii) Why do you think you are suitable


for this position?

(iii) What are your long-term goals?


(3 marks)

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01237032/JANUARY/F 2011
- 8 -

7. At the interview, it is also possible for Kim to ask the interviewer some questions. Write THREE
questions that she could ask the interviewer.

(i) ______________________________________________________________________

______________________________________________________________________

(ii) ______________________________________________________________________

______________________________________________________________________

(iii) ______________________________________________________________________

______________________________________________________________________
 (3 marks)

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01237032/JANUARY/F 2011
- 9 -

ACME Limited completed its interviews and hired new staff. Kim Coker received a letter dated
03 December 2010 offering her a job as a clerk in the human resource department, starting 04 January
2011. Kim is preparing the letter of acceptance which was started below.

8. Complete the letter with the relevant information.

48 Tweeter Lane
Siparia

07 December 2010

Mr Rex Ford
Human Resource Officer
ACME Ltd
123 Hardhat Court
Arima
Trinidad and Tobago

Dear Mr Ford

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

 (5 marks)

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01237032/JANUARY/F 2011
- 10 -

9. On the first day at the office, Kim will have to attend an orientation session where she will be
informed of her duties and responsibilities. Draft an email to Kim from the Human Resource
Officer, Mr Ford, inviting her to attend the session and highlighting THREE other pieces of
information that will be discussed during the orientation and induction session.

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________

______________________________________________________________________________
(5 marks)

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01237032/JANUARY/F 2011
- 11 -

During the orientation and induction, Kim was informed that as part of her duties, she will be responsible
for handling confidential files. She was presented with the following scenario.

You are having lunch with Rashad, a clerk in another department, who repeatedly asks you to share
information on other employees in the company.

Rashad: “Kim, we have been friends for a long time. Give me FOUR reasons why you can’t tell
me who is next in line for promotion.”

10. Write a response to Rashad’s statement.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________

______________________________________________________________________________
(5 marks)

 Total 50 marks

END OF TEST

01237032/JANUARY/F 2011
TEST CODE 01237020
FORM TP 2011099 MAY/JUNE 2011
CAR I B B EAN E XAM I NAT I O N S C O U N C I L
SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 – General Proficiency
2 hours

24 MAY 2011 (a.m.)

INSTRUCTIONS TO CANDIDATES

1. This paper consists of EIGHT questions.

2. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

3. Use the blank form(s) supplied to prepare answers where necessary.

4. Begin each answer on a new page.

5. You may use a silent non-programmable electronic calculator.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

Copyright © 2010 Caribbean Examinations Council.


All rights reserved.
01237020/F 2011
-2-

SECTION I

Answer ALL questions in this section.

1. (a) The labour laws of most Caribbean countries include the right to freedom of association
and assembly.

(i) Identify ONE other right included in the labour laws of any Caribbean
country.
( 1 mark )

(ii) Identify TWO desirable attitudes that employees should demonstrate in the
workplace. ( 2 marks)

(b) Phoenix Distributors is moving to newer premises and would like to reduce the number
of files that it now stores.

(i) State ONE way in which Phoenix Distributors may dispose of EACH of the
following types of files:

a) Non-confidential

b) Confidential ( 2 marks)

(ii) Identify TWO types of files which are usually archived. ( 2 marks)

(c) Your name is Pat Brown. You reside at Soufriere, St Lucia. You submitted an application
to Phoenix Distributors for the post of Clerical Assistant I. More than six months have
passed and you have not received a response. You feel you may have a better chance
now that they have expanded.

Write an appropriate follow-up letter to Mrs Penny Wise, The Director, Human Resource
Division, Phoenix Distributors, Gros Islet, St Lucia. ( 8 marks)

Total 15 marks

2. (a) As a receptionist at a small firm, your duties include managing and maintaining the
reception area, receiving and filing business cards and operating a switchboard.

(i) State TWO practices which would assist in keeping the reception area tidy.
( 2 marks)

(ii) It is common practice for each visitor to the office to leave a business card with
the receptionist. Identify TWO items of information that may be found on a
business card. ( 2 marks)

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01237020/F 2011
-3-

(iii)
The temporary receptionist continues to use inappropriate words and phrases
when using the telephone. Copy and complete the table below by suggesting
professional alternatives to each of the unprofessional responses given by the
temporary receptionist.

Unprofessional Phrase Professional Alternative
a) Hello, Hi
b) What you want?
c) I eh hear what you say
d) Wait a minute, ok?
( 4 marks)

(b) Two popular reminder systems in use in the office are the tickler system and the diary.

(i) Describe, using THREE points, how a tickler system works. ( 3 marks)

(ii) Copy the diary sheet shown below in your answer booklet and complete it
showing the diary entries recorded by the receptionist for EACH of the
following activities.
- Mr Jones’ visit with Mr Lake was postponed to Friday, 22 July 2011 at
2.00 p.m.
- Pests B Gone Ltd will be returning at 8.00 a.m. on 22 July 2011 to spray the
ground floor.

DIARY
Date: __________________________________________________________

0800
0900
1000
1100
1200
1300
1400
1500
1600
Notes:

( 4 marks)
Total 15 marks

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01237020/F 2011
-4-

3. (a) Organizations normally engage in the functions of collecting and processing data and
producing and distributing goods and services.

(i) Explain what is meant by EACH of the following:

a) Collecting data

b) Processing data

c) Producing goods ( 3 marks)

(ii) Differentiate between ‘goods’ and ‘services’. ( 2 marks)

(iii) State TWO reasons for preserving information in an organization. ( 2 marks)

(b) You are Shirley Weese, the supervisor of an Information Technology department. Your
neighbour, Mr Jade Pryce, works in the same department and is your good friend.
However, you have noticed that he is often late for work and, on some days, does little
or no work.

(i) Write a memo to be e-mailed to Mr Pryce expressing your disappointment with


his conduct at the workplace and stating the impact of his frequent lateness on
the achievement of goals in the department. ( 4 marks)

(ii) State TWO actions that you as the supervisor should take and TWO actions that
Mr Pryce should take to improve the efficiency of the department.
( 4 marks)

Total 15 marks

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01237020/F 2011
-5-

4. (a) State ONE example of EACH of the following methods of communication:

(i) Oral

(ii) Electronic

(iii) Visual

(iv) Written ( 4 marks)

(b) State THREE items of information that should be given to the hotel reservations clerk
when making hotel reservations. ( 3 marks)

(c) (i) You are Olay Reid and you attended a meeting on 20 April 2011. While you
were away, a message from Evelyn Thames of the Examinations Council,
10 Main Street, St. Michael, Barbados, Telephone: 246-207-1733 was received
by the secretary, Ms Grace Powell, at 10:00 a.m.

The message states that your travel itinerary has been prepared and will be sent
to you shortly. You will be traveling on West Indian Airlines 615 which will
depart from Kingston, Jamaica at 2:00 p.m. on 6 December 2011. However,
you should present yourself at the check-in counter with your passport at least 2
hours before your flight time. Ms Thames says that your travel will be processed
in the usual manner by the airline. You should bear in mind that although your
airline reservation has been confirmed, it is your responsibility to check with
the airline, preferably the day prior to your departure, to ascertain whether there
has been any change to your booking. You will return to Jamaica from Barbados
on West Indian Airlines 616 on 10 December 2011.

Use the Message Form provided on the enclosed sheet to record the
RELEVANT points of the message. ( 6 marks)
(ii) State TWO actions that Ms Powell may take to ensure the accuracy of the
message. ( 2 marks)

Total 15 marks

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01237020/F 2011
-6-

SECTION II

Answer any TWO questions in this section.

5. (a) List TWO attributes of an accounts clerk. ( 2 marks)

(b) State how the Accounts Office of a manufacturing firm interacts with the following
offices:

(i) Factory

(ii) Human Resource

(iii) Transport ( 3 marks)

(c) The following information was included in a quotation submitted for furniture items:

Orders in excess of $4 000.00 are allowed a discount of 12½%

(i) Calculate the trade discount for a purchase of $6 000.00. ( 2 marks)

An additional discount of 10% is available for accounts paid within


one month of the due date

(ii) Calculate the cash discount. ( 2 marks)

(iii) If the account is settled one week before the due date, what price will a customer
pay for the furniture? ( 2 marks)

(d) There are several internal factors that may contribute to the high labour turnover in an
organization.

(i) List ONE such internal factor. ( 1 mark )

(ii) Suggest THREE measures that an organization may adopt to remedy the
situation. ( 3 marks)

Total 15 marks

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01237020/F 2011
-7-

6. (a) Two functions of the human resource department are administering performance
appraisals and training. For EACH of these functions, state TWO activities that should
be completed by the department in performing these functions. ( 4 marks)

(b) State TWO actions an employer may take to discipline employees. ( 2 marks)

(c) (i) The employer has a responsibility to provide for the health, safety and welfare
of the employees at the workplace.
Copy the following table in your answer booklet and for EACH of these
aspects, outline TWO benefits that an employee may derive from these statutory
provisions. The first example of each aspect is done for you.

Aspect Benefits from statutory provision
Health eg adequate workspace for each employee
1.
2.
Safety eg warning notices posted in places considered to be dangerous
1.
2.
Welfare eg adequate and sanitary washroom
1.
2.
( 6 marks)
(ii) A clerk in the human resource office is assisting with short-listing applicants for
the interview. State THREE actions that the clerk should carry out to ensure
that the process of short-listing applicants is fair. ( 3 marks)

Total 15 marks

7. (a) Identify FOUR duties of a clerk in the accounts office. ( 4 marks)

(b) Write any ONE of the following abbreviations in full and explain what it means.

(i) C.O.D

(ii) E & OE ( 2 marks)

(c) (i) The table below shows the pay advice for Anne Hart for the first week in December
2010.

National Insurance
Hourly Rate of Basic Hours Total Overtime
Deductions from
Pay Worked Pay
Gross Pay
$15.00 40 $180.00 $39.00

Use the information provided in the table to calculate the weekly


a) gross pay
b) net pay ( 4 marks)

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01237020/F 2011
-8-

(ii) Ms Hart was also given a commission of 20% of her net pay. Calculate her
TOTAL net salary for that week. ( 2 marks)

(iii) Copy the cheque below in your answer booklet and complete it to show the
TOTAL salary paid to Anne Hart for that week. The cheque should be signed
by Mr Dave Watts, the Accountant.

120
Bank of Bristol
Silver Spring, Fairview
..............................................................
Anne Hart
Pay to the order of .......................................................................................................
the sum of ............................................................................................................ dollars
$ ...............................
.................................................................
512 77-44 40 20 01

( 3 marks)

Total 15 marks

8. (a) List THREE duties of a clerk in the factory office. ( 3 marks)

(b) Identify THREE documents, other than the job card, that are used in the factory office.
( 3 marks)

(c) You are Paula Kelly, a clerk in the factory office of Hi-Fashion Limited. Sally Burke is
your Supervisor and Peter Kim is the Factory Manager. The factory has just completed
Job No. 12 which comprised 40 dozen white, size 10 school shirts.

The following materials and labour were required to complete this job.

Material: 500 metres white cotton


160 dozens white buttons
100 spools white cotton thread

Labour: 3 cutters @ $20.00 per hour for 5 hours


10 stitchers @ $25.00 per hour for 20 hours
3 packers @ $18.00 per hour for 4 hours

Use the form provided to complete Job Card #15. Assume it was prepared by the factory
clerk on 17 September, approved by the supervisor on 18 September and inspected by
the factory manager on 25 September. ( 9 marks)

Total 15 marks

END OF TEST

01237020/F 2011
TEST CODE 01237020
FORM TP 2011099 MAY/JUNE 2011
CAR I B B EAN E XAM I NAT I O N S C O U N C I L
SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 – General Proficiency
4 (c) (i)
Question No. ..................................................... Candidate No. ................................................

MESSAGE FORM

MESSAGE FORM

To:

From:

Organization: Examinations Council

Address: 10 Main Street

St Michael

Barbados

Phone: 246-207-1733

Message:

Message taken by:

Date:

Time:

01237020/F 2011
TEST CODE 01237020
FORM TP 2011099 MAY/JUNE 2011
CAR I B B EAN E XAM I NAT I O N S C O U N C I L
SECONDARY EDUCATION CERTIFICATE
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 – General Proficiency
8. (c)
Question No. ..................................................... Candidate No. ................................................

JOB CARD
Job No: __________________ Card No. 15

Date: .........................................
Job Description

__________________________________________________________________________________

_________________________________________________________________________________

Material used:

Quantity Description

__________________________________________________________________________________

_________________________________________________________________________________

_________________________________________________________________________________

_________________________________________________________________________________

Workers employed: ___________________

Number Type Rate of pay

__________________________________________________________________________________

_________________________________________________________________________________

_________________________________________________________________________________

_________________________________________________________________________________

Time taken to complete job: ______________

Approved by: __________________________________________ Date: ______________________

Inspected by: __________________________________________ Date: ______________________

Prepared by: __________________________________________ Date: ______________________


Factory Office Clerk

01237020/F 2011
TEST CODE 01237032
FORM TP 2011100 MAY/JUNE 2011

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 03/2 – General Proficiency

1½ hours

In addition to the 1½ hours candidates are allowed


15 minutes to read through the paper. Writing MAY begin
during this time.

INSTRUCTIONS TO CANDIDATES

1. You MUST use this answer booklet when responding to the questions. For EACH question,
write your answer in the space indicated and return the answer booklet at the end of the
examination.

2. Use the CASE to answer the questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2010 Caribbean Examinations Council.


All rights reserved.
01237032/F 2011
- 2 -

THE CASE

Provision of Secondary Textbooks in Fairview

In the past, secondary school students in Fairview were responsible for purchasing their textbooks.
However, many students were unable to purchase books because of the high cost. To ensure that all
secondary school students have access to books, the Fairview Education Board is considering providing
them with free textbooks using a loan scheme. Under the scheme, students will be supplied with the books
for each subject and will be required to return them at the end of the school year.

Before starting this project, the Board decided to find out what parents thought about the loan scheme.

1. Construct THREE questions to be included in a questionnaire to find out what parents think about
receiving books from the loan scheme.

( 3 marks)

The results of the questionnaire circulated by the Fairview Education Board are shown in the bar chart
below. The questionnaires were sent to four schools (A, B, C and D). The chart shows the number of
parents at each school who would want to be part of the textbook loan scheme (Yes) and those who do not
support it (No). Use the bar chart to answer Questions 2 and 3.

Results of Questionnaire

45
40
35
fi
£IS 30
Ph
«4H
25
o
h0» 20
•A
□ Yes
ss 15 □ No
10
5
0
A B C D

Secondary School

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01237032/F 2011
-3-

2. (a) How many parents DO NOT support the textbook loan scheme?

________________________________________________________________________

________________________________________________________________________
( 2 marks)

(b ) A total of 200 parents completed the questionnaires. The bar chart is incomplete. How
many parents from Secondary School D support the introduction of the textbook loan
scheme?

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________
( 3 marks)

You are a clerk in the sales department. You have been asked to analyse the results of the questionnaire and
inform the Fairview Education Board if it should introduce the textbook loan scheme in the schools.

3. Write a short paragraph highlighting the results of the questionnaire at EACH school and state
whether the textbook loan scheme should be introduced. Justify your response.

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________
( 6 marks)

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01237032/F 2011
-4-

Textbooks for the loan scheme are selected from a range of books supplied by the publishers. The Board
has decided to start the loan scheme with books for Office Administration and Information Technology. An
advertisement will be placed in the local newspaper inviting publishers to submit books, in the two subject
areas, which they may want included in the loan scheme. Three copies of each book should be submitted to
the Chief Education Officer, Fairview Education Board, University Drive, Fairview, before 30 June 2011.

4. Use the information above to prepare an advertisement to be placed in the local newspaper.

Advertisement

( 6 marks)

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01237032/F 2011
-5-

5. You are Lisa Reddie, a sales clerk at Best Books Inc. located at 10 Villa Close in Fairview. You
are submitting copies of the textbook Sure Pass Office Administration to be considered for selection
by the Fairview Education Board. Write a cover letter that would accompany the books to be sent
to the Board. Your letter should include THREE reasons why Sure Pass Office Administration
should be included in the textbook loan scheme.

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________
( 8 marks)

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01237032/F 2011
-6-

6. A report must be prepared on all books submitted to the Fairview Education Board outlining if they
are suitable for the students. Criteria used to determine suitability include whether the book:

• Covers the curriculum


• Promotes problem solving

(a) Suggest an appropriate title for the report.

________________________________________________________________________

________________________________________________________________________
( 1 mark )

(b) Outline FOUR other features of the textbook that may encourage students to use it.

This book

1. Covers the curriculum (√)

2. Promotes problem solving (√)

3. _________________________________________________________________

4. _________________________________________________________________

5. _________________________________________________________________

6. _________________________________________________________________
( 4 marks)

GO ON TO THE NEXT PAGE


01237032/F 2011
-7-

The Fairview Education Board has decided to include Sure Pass Office Administration in the loan scheme.
Three hundred copies of the textbook are needed urgently and must be sent from the main suppliers in
London. You were asked to call the London supplier at 3:00 p.m. local time but the call was not answered.
The time in London is 5 hours ahead of the time in Fairview.

7. Explain why the call might not have been answered.

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________
( 2 marks)

8. The supervisor has suggested that you send a letter informing the suppliers that the textbooks
are needed urgently. Suggest to the supervisor TWO other methods of communicating with the
suppliers, giving ONE reason for EACH method.

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________
( 4 marks)

GO ON TO THE NEXT PAGE


01237032/F 2011
-8-

The order for the books was received and they are to be shipped using Freight Xpress. The books have been
packaged for delivery in 20 boxes with a total weight of 250 kg. The shipment is expected the following
day.

Use the rates in the table below to answer Question 9.

Shipping $8.00 per kilogram

Handling $5.00 per box

5 days Delivery $15.00

Overnight Delivery $45.00

9. (a) Calculate the shipping and handling costs for the books.

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________
( 3 marks)

(b) Calculate the TOTAL cost of the shipment.

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________
( 2 marks)

GO ON TO THE NEXT PAGE


01237032/F 2011
-9-

10. The Board is concerned that the textbooks do not last more than two years because of the manner in
which they are treated by the students.

Design a flyer for distribution to students, identifying FOUR ways to care for textbooks.

( 6 marks)

Total 50 marks

END OF TEST
01237032/F 2011
TEST CODE 01237020
FORM TP 2012019 JANUARY 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

09 JANUARY 2012 (a.m.)

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of EIGHT questions.

2. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

3. Number each answer in your booklet correctly.

4. Begin each answer on a new page.

5. Use the blank form(s) supplied to prepare answers where necessary.

6. You may use a silent, non-programmable calculator to answer items.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2010 Caribbean Examinations Council


All rights reserved.

01237020/JANUARY 2012
-2-

SECTION I

Answer ALL questions in this section.

1. (a)
You recently received an appointment as the marketing clerk at Super J Barbados. Identify
TWO modes of oral communication that can be used to advertise the company’s products.
(2 marks)

(b) (i) Suggest TWO sources of reference materials which may be used by a receptionist.
(2 marks)

(ii) Identify ONE item of information which a secretary could obtain from EACH of the
following sources:

a) Map (1 mark )

b) Official Gazette (1 mark )

c) Post office guide (1 mark )

(c) You are the receptionist at Northern Supplies, Trinidad. Mr Neal Sparks, the purchasing
clerk, is currently at a four-day conference in Barbados and he has asked you to take all of
his messages and convey them to him by email. At 1100 hours, on the second day of the
conference, Mrs May Peters of Home Supplies Ltd., called to speak with Mr Sparks. She
indicated that she received the order that Mr Sparks placed two weeks ago. However, there
are some queries that she would like resolved. Mrs Peters would like Mr Sparks to return her
call as soon as possible.

(i) State TWO consequences of NOT reporting this message accurately. (2 marks)

(ii) Compose an email to be sent to Mr Sparks to convey the message. (6 marks)



Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY 2012
-3-

2. (a) Identify THREE advantages of using the electronic filing system as a means of storage.
(3 marks)

(b) Define EACH of the following terms in relation to records and information management.


(i)
Copyright (2 marks)


(ii)
Libel (2 marks)

(c) You are employed as a general office clerk in a large company. You are due to go on vacation
a week from today. You have been asked to explain your duties to the assistant clerk who will
be replacing you while you are on vacation.

Outline TWO tips for carrying out EACH of the following duties that you would give to the
assistant clerk before you proceed on vacation.

(i) Answering the telephone (2 marks)

(ii) Filing inactive files (2 marks)

(iii) Dealing with outgoing mail (2 marks)


(iv)
Scheduling appointments (2 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY 2012
-4-

3. (a) The Geography Club at your school is planning an overseas field trip to the American Rain
Forest. List FOUR travel documents that might be required for the trip. (4 marks)

(b) Identify ONE service that is offered by EACH of the following organizations:


(i)
Bank (1 mark )


(ii)
Travel agency (1 mark )


(iii)
Embassy (1 mark )

(c) An executive will be attending a regional conference from 15 to 20 January 2012. Registration
for this event must be completed in advance at the conference venue, Sandals Resort in
St Lucia. You are required to assist in making hotel arrangements for travel.

Prepare a list of THREE tasks that you must perform to ensure that appropriate hotel
arrangements are made. (3 marks)

(d) Mr Arnold James will be travelling on Tuesday, 26 January 2012 from Port of Spain, Trinidad
to Georgetown, Guyana to attend a meeting at the Pegasus Hotel. He will travel on Southern
Airways, flight number S690, which is scheduled to depart at 9:00 p.m. local time and should
arrive at 11:00 p.m. in Barbados where he will stay overnight. He is scheduled to leave
Barbados at 7:50 a.m. on flight number S780 and should arrive in Guyana at 11:00 a.m. He
will return to Trinidad on the 29 January on flight S692 which is scheduled to depart Guyana
at 5:00 p.m. Check-in time is two hours before departure. The expected flying time from
Guyana to Trinidad is approximately 2 hours.

The meeting will begin at 10:30 a.m. on the 28 January 2012. He will have lunch at the hotel
at 1:30 p.m. He will leave from the hotel on the 29 January at 3:00 p.m. for the airport.


Using the information above, prepare an itinerary for Mr James. Give details of dates and
times of departure and arrival at the various destinations. Express all times using the 24-hour
clock. (5 marks)

Total 15 marks

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01237020/JANUARY 2012
-5-

4. (a) You recently graduated from a secondary school and would like to work for two years before
pursuing further studies. List THREE factors which you should consider when seeking this
employment. (3 marks)

(b) (i) Define the term ‘deportment’. (1 mark )

(ii) State THREE fringe benefits that an employer may offer an employee. (3 marks)

(c) You have been employed at the Bridge Street branch of Bank of St Lucia for the last four
years. However, you have just been offered a new position as the Administrative Assistant
of Customer Services at another bank. This offer provides you with better training and
promotional opportunities.

Write a letter of resignation, effective 31 January 2012, to your employer, Bank of St Lucia.
(8 marks)

Total 15 marks

SECTION II

Answer any TWO questions in this section.

5. (a) Penn Ltd is on a recruitment drive. As a clerk in the Human Resources department of Penn
Ltd, you are expected to assist in the preparation of several documents for the recruitment of
a new clerk.

One of the tasks in the recruitment process is to “consider completed application forms”. List
TWO other tasks that you would be expected to perform. (2 marks)

(b) As the clerk who is responsible for the welfare of staff at Penn Ltd, identify FOUR areas of
welfare that can be provided by the company to show that employees are valued. (4 marks)

(c) (i) Mr Rajesh Boola, a new employee to the organization, is required to attend an
induction session. Outline THREE activities he should undertake in preparation for
this induction session. (3 marks)

(ii) After one year, he has been deployed from the Human Resource department to the
Factory and Transport department. State THREE challenges he is likely to face in his
new role. (3 marks)

(iii) Describe THREE desirable attitudes that are likely to lead to Rajesh’s success in the
department. (3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY 2012
-6-

6. (a) Write ONE of the following acronyms in full and state what it means:

(i) E & O E

(ii) C O D (2 marks)

(b) State TWO reasons for keeping control of stock. (2 marks)

(c) Define the terms ‘continuous or perpetual inventory’ and ‘annual inventory’.
(2 marks)

(d) You are employed as stock control clerk at Menny Lanes Ltd. Your supervisor informs you
that the item Ref No 207 in the stock list below has reached its minimum level and has been
re-ordered from Suppliers Plus, St Vincent.

MENNY LANES LTD


Arnos Vale, St Vincent

STOCK OF STATIONERY AT 1 JANUARY 2012


Re-order Balance Cost per
Ref No Item Location Unit Size Maximum Minimum
Level in stock Unit
$

200 Bond Paper A4 R1 ream 50 20 10 44 47.00

201 Bond Paper A5 R2 ream 50 10 5 12 45.00

202 Memo forms A4 R3 ream 20 6 4 10 45.00

203 Memo forms A5 R4 ream 20 6 4 14 43.00

204 Compliment slips R5 50 pack 20 8 6 12 40.00

205 Envelopes C4 S1 25 pack 20 6 4 14 39.00

206 Envelopes C5 S2 25 pack 30 10 5 11 38.00

207 Correction Fluid White T1 12 pack 10 4 2 3 48.00

208 Correction Fluid Thinners T2 12 pack 10 4 2 6 48.00

On the stock record cards provided, enter the details for items Ref Nos 205 and 207
(i)
as at 1 January, 2012. (2 marks)

(ii) Item Ref No 207 re-order was received on 3 January 2012 on invoice No M388.
Record this on the relevant stock record card. (3 marks)

Using the stock requisition sheet provided, complete a stock requisition for
(iii)
100 envelopes C4 (4 packets) on 4 January 2012 requested by G. Steele, Sales
Department. (2 marks)

(iv) The stock requisitioned in (iii) above has been delivered on 6 January 2012. Update
the relevant stock record card. (2 marks)

Total 15 marks

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01237020/JANUARY 2012
-7-

7. (a) State THREE key functions that are performed by a marketing clerk. (3 marks)

(b) State THREE uses of a mailing list. (3 marks)

(c) DMV Motors is running an end of quarter sales promotion. Mr L. C. Bennett, of 44 Pearl
Street, Bon Accord is interested in purchasing six vehicles. He wants brochures, available
sales literature and a list of display times.

(i)
As marketing clerk you are responsible for assisting with the promotional activities.
Advise your supervisor of your FOUR-point strategy to keep Mr Bennett informed.
(4 marks)

(ii) The figure below shows the enquiry submitted by Mr Bennett. All sales from DMV
Motors are subject to a 5% cash discount with an additional 10% trade discount
allowed to customers purchasing more than three vehicles on one invoice.

ENQUIRY

Mr L. C. Bennett
44 Pearl Street, Bon Accord
Tel: 768-876-5542 Email: bennettdealers@live.com

7 January 2012

DMV Motors
High Street
Bon Accord

Dear Sir

We are interested in purchasing the items listed below and would be pleased if you can send
us a quotation for your best price. If you are able to supply us, we are hoping for a delivery
date of 25 May 2012.

QUANTITY DESCRIPTION PRICE EACH

6 Sports Utility Vehicles (SUVs) in assorted colours $100,000.00



An early reply would be appreciated.

Yours faithfully

LCBENNETT
L. C. Bennett

Use the form provided and the information given in the enquiry above, to prepare a
quotation for Mr Bennett. (5 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY 2012
-8-

8. (a) Identify TWO types of factory records that a clerk who works in the Factory, Despatch and
Transport offices, would use. (2 marks)

(b) Explain any TWO of the following terms:

(i)
Progress Chasing

(ii)
Overheads


(iii)
Quality Control (2 marks)

(c) A customer requests a delivery note to accompany the goods being delivered. Explain TWO
purposes of the delivery note. (2 marks)

(d) An urgent order has been placed for a box of spare parts which has been imported and cleared
by your company.

(i) Outline FIVE actions which should be taken by the Despatch and Transport Office to
ensure delivery of the order to the customer. (5 marks)

(ii) Several failed attempts have been made to deliver the goods. On the first attempt,
poor directions were given to the driver who eventually returned to the office. On the
second attempt, the customer was not at home.

State FOUR actions that should have been taken to avoid these problems.
(4 marks)

Total 15 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237020/JANUARY 2012
TEST CODE 01237020
FORM TP 2012019 JANUARY 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency


6 (d) (i), (iv)
Question No. ....................... Candidate No. ............................................................

STOCK RECORD CARD

ITEM: Maximum:

Ref: Re-order:
Unit: Minimum:
Date Reqn. No Issues Department Invoice No Receipts Balance

STOCK RECORD CARD


ITEM: Maximum:
Ref: Re-order:
Unit: Minimum:
Date Reqn. No Issues Department Invoice No Receipts Balance

STOCK REQUISITION

Date: …………………………. No. ………………………….


Quantity Description Stock Ref No Dept/Staff

Signed: …………………………………. Authorised by: ……………………………..

01237020/JANUARY 2012
TEST CODE 01237020
FORM TP 2012019 JANUARY 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency


7 (c) (ii)
Question No. ....................... Candidate No. ............................................................

QUOTATION

DMV MOTORS
High Street
Bon Accord
Tel: 787-998-5622 email dmvmotorsba@ymail.com
No: 7382
Vat Reg No 93830221

Quotation prepared for: Date:

Terms of sale: Delivery by ……...............................

Cash Discount ………...............................................

Trade Discount ……..................................................


To supply

Quantity Item Unit Price $ Total Price $

Subtotal

Trade Discount

TOTAL

01237020/JANUARY 2012
TEST CODE 01237032
FORM TP 2012020 JANUARY 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. You MUST use this answer booklet when responding to the questions. For
EACH question, write your answer in the space indicated and return the
answer booklet at the end of the examination.

2. Use the CASE to answer the questions.

3. You are advised to take some time to read through the paper and plan your
answers.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2010 Caribbean Examinations Council


All rights reserved.

01237032/JANUARY 2012
-2-

THE CASE

Ecel Product Ltd (EPL), is a newly registered, middle-size production company in Grenada with directors
from four other Caribbean countries. The company intends to officially open its doors to the public on
30 July 2012. To facilitate the opening, an extra-ordinary meeting was convened by the chairman of the
Board of Directors to discuss and review the following:

• The company’s Mission Statement


• Its ethical policies
• The organizational structure the company would like to adopt
• The logistics of the grand opening
• Recruitment of workers for positions in the company
• Market research plans
• Implementation of marketing strategies

After the meeting with the Board, it was noted that two positions in the company were still not filled. One
of the vacant positions was that of the marketing clerk.

Answer ALL questions.

1. A short excerpt of a casual conversation held between the Chairman and the Secretary after the
Board Meeting is shown below.

From the Chairman:

I am looking for a young, energetic individual to run my Marketing Department.


He or she can be between the ages of 30 to 35. That person must have a clean
police record. Working hours will be tedious. He or she will be required to
work for 8 to 10 hours per day. The salary is negotiable. I am looking for
some form of advanced qualifications. I do not want a person with a diploma
– I need someone with a higher form of qualification. Experience is also very
important, say at least 4 years.

The person must have an outgoing personality. For example, he or she will
have to interact with customers and will have the responsibility to promote and
advertise products. There are also budgets to be completed in that department.
Since we will be promoting a new product there is a lot of advertising to be
done regionally and internationally. The individual should possess computer
skills because most of the advertising and promotional activities will be done
electronically.

Using the information given in the excerpt, prepare an advertisement for the position of marketing
clerk to appear in the weekend newspaper.

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
-3-

ADVERTISEMENT

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________


(6 marks)

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01237032/JANUARY 2012
-4-

2. The Marketing and Production department has had numerous meetings concerning the development
of a lucrative and innovative local product line for the Caribbean. They have finally decided to
develop a fruit bar from Caribbean fruits.

As the marketing clerk, suggest THREE marketing strategies that would effectively promote this
new product line.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(3 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
-5-

3. Before the grand launch of the new fruit bar, the marketing manager has given the sales clerk the
responsibility of getting feedback from persons from the other Caribbean countries on the new
product line.

(a)
Write THREE questions to be included in a questionnaire designed to find out how feasible
the introduction of such products will be in the Caribbean.

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(3 marks)

(b) The sales clerk is responsible for carrying out a market research study on the fruit bar.
Suggest the MOST appropriate type of research method he/she should use, and give THREE
reasons to justify your response.

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(4 marks)

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01237032/JANUARY 2012
-6-

4. The following is a summary of the information collected from the research.



• 95% of the population returned questionnaires. Of these, 80% thought that the introduction
of the fruit bar was an excellent idea, while the others (12%) considered it to be just a
waste of resources. Some reasons given were:

- Fruits are in abundance in the Caribbean


- Fruits are always available
- Cheap form of raw material
- Products are healthy
- Availability of raw materials

• Majority believes that prices are affordable.

• 88% thinks it is a healthy alternative.

Write a short report highlighting the results of the research. Identify ONE recommendation for
developing this new product.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(5 marks)

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01237032/JANUARY 2012
-7-

Recommendation

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(1 mark )

5.
You are required to present your report to the Board of Directors at the next Annual General
Meeting. To make your presentation more effective, the marketing manager has recommended
that you:
• use a multi-media projector
• include graphs/charts in your presentation

State TWO ways in which EACH of these recommendations could enhance the quality of your
presentation to the Board of Directors.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(4 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
-8-

6. Based on the results of the survey, the Board has decided to host a conference in Antigua where
all investors would be invited to view samples of the fruit bars and discuss the future plans for
marketing the new line of fruit bars in the Caribbean.

The secretary seems to be encountering major problems setting an appropriate date and time for
the conference in the month of May 2012 at the TEX hotel in Antigua due to heavy previous
bookings:

Dates Available for Conference:

Monday, 21 May 2012 8:00 a.m. – 1:00 p.m.


2:00 p.m. – 6:00 p.m.

Monday, 28 May 2012 8:00 a.m. – 12:00 p.m.


1:00 p.m. – 4:00 p.m.
5:00 p.m. – 9:00 p.m.

Wednesday, 2 May 2012 4:00 p.m. – 9:00 p.m.

Monday, 14 May 2012 9:00 a.m. – 12:00 p.m.


1:00 p.m. – 4:00 p.m.
5:00 p.m. – 8:00 p.m.

Develop a checklist in chronological order, to be sent to invitees, asking them to indicate the most
convenient days, dates and times for the conference. The checklist heading has been prepared for
you.

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
-9-

CHECK LIST


Day and Date Times Check box

(5 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
- 10 -

7. Prepare a departmental budget outlining the overall costing of the conference. The budget should
include overall revenue and monies spent.

REVENUE

Revenue at hand:

FLG has sponsored $5,000.00 for the hosting of the conference


Allocated departmental funds – $3,000.00

Intended Revenue:

Sale of 50 recipe books at $20.00 each


Registration Fee – $20.00 per person (100 persons intend to attend the conference)

EXPENDITURE

Rental of meeting room – $1,000.00

Travel arrangement for overseas guests – $200.00 per night (2 night stay)
(Guests expected – 8 persons)
Materials and stationery to be used at conference – $250.00

Food and refreshments to be served at conference – Approximately $2,500.00


(Any other relevant information)

Miscellaneous – $500.00

N.B. Calculate the profit or loss of this event.

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01237032/JANUARY 2012
- 11 -

DEPARTMENTAL BUDGET

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

(5 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
- 12 -

8. Develop a short advertisement for the radio. This advertisement should focus on promoting the
conference and what it entails, its location, time and date and registration fee. This advertisement
should be very persuasive since you would like to attract many persons to attend.

ADVERTISEMENT

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

(5 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
- 13 -

9. The marketing manager has decided that additional advertising should be used in promoting
the conference. Therefore he has decided that a banner should be designed. He has given that
responsibility to the marketing clerk.

In the space below, draft a banner that could be used to advertise the conference. The banner
should include:

- Name of conference
- Date and day and time
- Banner theme
- Logo

BANNER

(5 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY 2012
- 14 -

10. Using the information given about the conference, prepare a welcome address to be delivered at
the conference.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(4 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237032/JANUARY 2012
TEST CODE 01237020
FORM TP 2012099 MAY/JUNE 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

24 MAY 2012 (a.m.)

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of EIGHT questions.

2. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

3. Number each answer in your booklet correctly.

4. Begin each question on a new page.

5. Use the blank form(s) supplied to prepare answers where necessary.

6. You may use a silent, non-programmable calculator.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2011 Caribbean Examinations Council


All rights reserved.

01237020/F 2012
-2-

SECTION I

Answer ALL questions in this section.

1. (a) State THREE characteristics of an efficient records management system. (3 marks)

(b) (i) List TWO types of filing classifications. (2 marks)

(ii) For EACH filing classification listed above, identify ONE type of record that is filed
using that classification. (2 marks)

(c) (i) Copy the following table in your answer booklet. Using the format provided, complete
the table to show the correct indexing order of EACH name.

Correct Indexing Order

NAMES 1 2 3 4

Dr A. Lenna Facey

Ministry of Education

Fabes & Chang Ltd

Jascinth Stone-Cummings

(4 marks)

(ii) Prepare the cross-reference sheet for Jascinth Stone-Cummings. (1 mark)



(iii) Arrange the THREE remaining names in alphabetical order. (3 marks)

Total 15 marks

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01237020/F 2012
-3-

2. (a) State the meaning of EACH of the following terms in relation to meetings:


(i)
ad hoc (1 mark)

(ii) ex officio (1 mark)



(iii) proxy (1 mark)

(iv) motion (1 mark)

(b) The 15th Annual General Meeting of the International Insurance Company of 10 College
Crescent, Mona, Kingston 7, will be held on Friday, 24 August 2012 at 10:00 a.m. in the
Boardroom of the Pegasus Hotel, Main Street, Montego Bay. The following resolutions are
to be discussed at the meeting:

– That the Directors’ report for the year ended 30 June 2012 be approved and
adopted.

– That the existing auditors not be reappointed.

Prepare the notice of meeting which is to be sent out by order of the board and signed by
O. Perkins, secretary. Include any TWO agenda items. (8 marks)

(c) State THREE legal requirements for convening an Annual General Meeting. (3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2012
-4-

3. (a) (i) List THREE main duties of a receptionist. (3 marks)

(ii) It is important for the receptionist to have a good temperament. Identify TWO other
attributes that a receptionist should possess. (2 marks)

(iii) State TWO security measures that should be practised by the reception staff.
(2 marks)

(b) The following are appointments for today:

• 9:15 a.m. Jas Bucknor, Ministry of Finance, Kingston 4, to see the Chief Accountant.

• 8:30 a.m. Nichola Rhodd of Speedy Hardware, 27 Job’s Avenue, May Pen,
Tel. 984-3240 to see the Business Development Manager.

• Sean Hanson, Youth Development Centre, Kingston 5, Tel. 907-7070 to see the Chief
Technical Director, half an hour after Ms Rhodd’s appointment time.

• 1000 hours Winnie Hall, Tel. 983-1220 to see the Purchasing Manager.


1150 hours Rajesh Maraj of Total Delight Restaurant, Santa Cruz, Tel. 966-2334 to
see the General Manager.

Use the form provided as an insert, to enter the appointments above for the S & K Company,
Spanish Town, Jamaica. Convert all times to the 24 hour clock and place in order of time.
(8 marks)

Total 15 marks

4. (a) (i) State TWO advantages of the open plan office. (2 marks)

(ii) State TWO disadvantages of the cellular office. (2 marks)

(b) State THREE functions of the office when carrying out business activities. (3 marks)

(c)
You are a receptionist of a large organization in Bridgetown, Barbados. Management has
employed a junior clerk to help you with your duties. Write a memorandum to the junior clerk
indicating FOUR main rules she should follow when answering the company’s telephone.
(8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2012
-5-

SECTION II

Answer any TWO questions in this section.

5. (a) (i) Outline TWO duties of the accounts clerk. (2 marks)

(ii) Identify TWO tasks that the computer can help the accounts clerk accomplish in the
Accounts Office. (2 marks)

(b) The spreadsheet is one of the most useful tools available to accounts personnel because they
can be used for numerous purposes. State any TWO of these purposes. (2 marks)

(c) (i) Consider the following cash book and bank statement for the OMB Company Ltd.
Prepare a reconciliation statement starting with the bank statement balance.

CASH BOOK (BANK COLUMNS ONLY)

DATE PARTICULARS FOL BANK DATE PARTICULARS FOL BANK

1 Feb 2011 Balance b/d $300.00 27 Feb 2011 M. Potter $80.00

29 Feb 2011 P. Williams $500.00 29 Feb 2011 S. Downs $100.00

29 Feb 2011 Balance c/d $620.00

$800.00 $800.00

1 March 2011 Balance b/d $620.00

BANK STATEMENT

DATE PARTICULARS DEBIT (DR) CREDIT (CR) BALANCE

1 Feb 2011 Balance $300.00

27 Feb 2011 M. Potter $80.00 $220.00

29 Feb 2011 Deposit $500.00 $720.00

(6 marks)

(ii) State THREE reasons why the Cash Book and the Bank Reconciliation Statement
may differ. (3 marks)

Total 15 marks

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01237020/F 2012
-6-

6. (a) Identify TWO duties of a clerk in the Purchasing and Stock Control Office. (2 marks)

(b) (i) List TWO factors that the purchasing clerk must consider when ordering goods.
(2 marks)

(ii) Outline the procedure that a department should follow when making an internal
request for supplies that

a) are in stock

b) are not in stock. (2 marks)

(c) (i) The stock records at Northern Supplies Company Ltd are updated when items are
received or sold.

As purchasing clerk, you use the record of transactions made to prepare a quarterly
report on the value of stock.

On the form provided as an insert, use the information in the table below to calculate
the value of the stock using the FIFO method.

RECEIPTS ISSUES

AC-DC AC DC Motors

2011 2011

5 September 10 @ $50.00 20 October 20

17 October 15 @ $60.00 22 November 12

21 November 12 @ $40.00 – –

10 December 12 @ $70.00 – –

(6 marks)

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01237020/F 2012
-7-

(ii) Your supervisor gave you the following list of items to record on the stock control
card:-

• 60 one-litre bottles of dish washing liquid – order No. 210A6 received


3 April 2012.

• The marketing department completed a requisition for 40 bottles of dish


washing liquid on 14 April 2012.

• 100 one-litre bottles of dish washing liquid – order No. 6D120 was ordered on
28 April 2012.

Copy the stock control card given below in your answer booklet and use the
information above to complete it.

STOCK CONTROL CARD

DISH WASHING LIQUID


----------------------------------------------------------------------------

Date Order No. Received Used Total Balance


(3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2012
-8-

7. (a) Identify THREE functions of the Marketing Office. (3 marks)

(b) State THREE reasons why a clerk in the Sales and Marketing Department should maintain a
mailing list. (3 marks)

(c) (i) Explain the difference between a ‘trade discount’ and a ‘cash discount’.
(2 marks)

(ii) Mr Charles Brown has sent the Sales Department at Pristine Attire an order for 25
shirts. The price list shows a unit price of $50.00. Customers who order at least
20 shirts receive a 20% trade discount. In addition, sales are subject to a 5% cash
discount with a further 15% special discount allowed to customers who settle their
accounts within 14 days. Mr Brown has no prior credits or debits in hand.

Calculate the amount Mr Brown will pay if he takes advantage of all the discounts.
Show all working. (7 marks)

Total 15 marks

8. (a) Outline THREE functions of the Factory, Despatch and Transport Office. (3 marks)

(b) Identify THREE duties, other than routine office duties, of a clerk in the Transport Office.
(3 marks)

(c) (i) You are Patrica Peterson, a clerk employed by Gummy Corporation, Bridge Street,
Castries, St Lucia. The office telephone number is 758-453-7869.

Your supervisor has asked you to inform Petal Smith of Mary Ann Street, Hanover,
that her goods will be delivered by truck on 5 June 2012. The order (Order No. 034B)
which contains 500 bags of gummy bears @ $5.00 per bag is to be received by Ms
Sylma Charles.

On the form provided as an insert, complete the advice note for the information
above. (6 marks)

(ii) As clerk in the Despatch and Transport department, you have been asked to assist
in the design of a gate pass to grant permission for persons and vehicles to leave the
compound. Suggest THREE items of information that should be included on the gate
pass. (3 marks)

Total 15 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237020/F 2012
TEST CODE 01237020
FORM TP 2012099 MAY/JUNE 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

6 (c) (i)
Question No. ....................... Candidate No. ............................................................

NORTHERN SUPPLIES COMPANY LTD.


Purchasing Department
Record of Transactions FIFO Method
for the period September – December 2011

Item: Cell Phone Cases

Date Receipts Issues Balance Value

5 September

17 October

20 October

21 November

22 November

10 December

01237020/F 2012
TEST CODE 01237020
FORM TP 2012099 MAY/JUNE 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

8 (c) (i)
Question No. ....................... Candidate No. ............................................................

ADVICE NOTE
Seller: ___________________________________ Telephone No. ____________________

___________________________________

___________________________________

Buyer: ___________________________________ Order No. ____________________

___________________________________

___________________________________

Please receive the following on: _________________________________________________________

Quantity Item Unit Price Total

Received by: ________________________________________________________________________

01237020/F 2012
TEST CODE 01237020
FORM TP 2012099 MAY/JUNE 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

3 (b)
Question No. ....................... Candidate No. ............................................................

S & K Company
Spanish Town
Jamaica

APPOINTMENT BOOK

Date: _________________________________________

Time Name Address Telephone No. To See

01237020/F 2012
TEST CODE 01237032
FORM TP 2012100 MAY/JUNE 2012

CARIBBEAN E XAM I NAT I O N S COUNCIL

SECONDARY EDUCATION CERTIFICATE


EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. You MUST use this answer booklet when responding to the questions. For
EACH question, write your answer in the space indicated and return the
answer booklet at the end of the examination.

2. Use the CASE to answer the questions.

3. You are advised to take some time to read through the paper and plan your
answers.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2011 Caribbean Examinations Council


All rights reserved.

01237032/F 2012
-2-

THE CASE

Hi Tech Limited of 21 Super-Way Drive, Kingston 10 is a large Caribbean-owned company that specializes
in providing office products and technology services to its customers. The company prides itself on being
one of the most innovative and customer-focused companies in the Caribbean. In preparation for increasing
global competition, management has decided to place more emphasis on employing a workforce that is
not only competent at multitasking but multi-skilled as well.

Management believes this strategy will lead to increased productivity for the organization. As a result,
the company has started a recruitment drive to employ staff with a wide range of skills who can also adapt
easily to perform different activities within the organization.

Answer ALL questions.

1. Outline THREE characteristics that the management of Hi Tech Limited would want its employees
to display. Employees should be


(i) _______________________________________________________________________

(ii) _______________________________________________________________________

(iii) _______________________________________________________________________
(3 marks)

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01237032/F 2012
-3-

2. Kamla Ramugh of 10 Queen’s Drive, Kingston, Jamaica has pursued studies in Office Administration
and has also completed some introductory courses in Information Technology. She is currently
employed as an administrative clerk at a small offshore company but would like to work for Hi
Tech Limited.

Write a short paragraph explaining why she should apply to Hi Tech Limited for employment.
Use the case to support your response.

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
(5 marks)

GO ON TO THE NEXT PAGE


01237032/F 2012
-4-

3. Kamla has decided to apply for a post as an administrative assistant at Hi Tech Limited. However,
that post has not yet been advertised.

Draft an unsolicited letter of application for the position of administrative assistant at Hi Tech
Limited.

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
(8 marks)

GO ON TO THE NEXT PAGE


01237032/F 2012
-5-

4. Kamla has received an email from Mr Devarde Levi, the Human Resource Manager at Hi Tech
Limited, acknowledging receipt and thanking her for her letter of application. His email address
is delivi@hitech.com.

Draft a copy of the email that Kamla received at her email address, kramugh@mail.com.

Sent:( )
To: ( )
Subject:

(8 marks)

GO ON TO THE NEXT PAGE


01237032/F 2012
-6-

5. One month after Kamla sent her letter of application, a vacancy opens at Hi Tech Limited for an
Administrative Assistant in its Records department. The following information is to be included
in the advertisement which will appear in the weekend newspapers.

• Applications are invited from suitably qualified individuals to fill the position of
Administrative Assistant.

• Responsibilities: Day-to-day provision of administrative support to the company’s


Records department. Also responsible for the recording, filing and retrieval of the
company’s records and documents.

• Education and Training: Diploma in Information Technology and Records Management.

• Knowledge & Skills: Knowledge of Microsoft suite of programs, knowledge of basic


records and database management.

• Compensation: $60, 000 - $70, 000 per annum.

• Contact: Submit application to Mr Devarde Levi, the Human Resource Manager at delivi@
hitech.com

Use the information provided above to prepare the advertisement.

GO ON TO THE NEXT PAGE


01237032/F 2012
-7-

(6 marks)

GO ON TO THE NEXT PAGE


01237032/F 2012
-8-

6. Mr Levi contacts Kamla to inform her that he has reviewed her application which was placed on
file and would like to invite her to an interview for the position of administrative assistant.

State FOUR ways in which she can prepare for the interview.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(4 marks)

7. Kamla believes that she has adequately prepared for the interview. However, on the morning of
the interview, she starts to feel very nervous.

Suggest THREE techniques she could use to remain calm during the interview.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(3 marks)

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01237032/F 2012
-9-

8. Hi Tech Limited is aware of the factors that individuals consider when seeking a job. These
include:

(i) Education
(ii) Job security
(iii) Opportunities for promotion
(iv) Working hours
(v) Training

For EACH of the above factors, develop ONE question that Kamla could ask during the interview.
Use the format indicated below.

Factor Possible Question

(i) Education

(ii) Job security

(iii) Opportunities for promotion

(iv) Working hours

(v) Training

(5 marks)

GO ON TO THE NEXT PAGE


01237032/F 2012
- 10 -

9. Two weeks after the interview Kamla receives a call from Mr Levi. He informs her that she did
not get the position of administrative assistant. However, because she presented herself well in
the interview and displayed an excellent knowledge of the company, he has agreed to offer her
an entry-level position as an administrative clerk. Kamla has mixed feelings about accepting this
position.

Suggest THREE factors she should consider when deciding whether to accept this position.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(3 marks)

10. Kamla has decided to accept the position of administrative clerk. She has received the job offer
letter which states that her expected date of commencement is in two weeks.

Prepare a checklist of FOUR tasks that she should complete before leaving her current job.

CHECKLIST

Tasks to be completed

(5 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237032/F 2012
TEST CODE 01237020
FORM TP 2013019 JANUARY 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

09 JANUARY 2013 (a.m.)

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of EIGHT questions.

2. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

3. Number each answer in your booklet correctly.

4. Begin each answer on a new page.

5. Use the blank form(s) supplied to write answers where necessary.

6. You may use a silent, non-programmable calculator to answer questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2011 Caribbean Examinations Council


All rights reserved.

01237020/JANUARY/F 2013
-2-

SECTION I

Answer ALL questions in this section.

1. (a) Identify THREE functions of the General Administrative Office. (3 marks)

(b) State FOUR advantages of working in an office that has centralized its services. (4 marks)

(c) You are Ms Susan Andrew, an office clerk employed at Best Deal Documentation Centre. In
your regular staff meeting you learn that the company is soon to advertise a job vacancy in the
reprographics department and you are interested in the position.

Write a memorandum to the Office Manager, Ms Linda Charles, suggesting FOUR ways
in which your knowledge and skills match those required for the upcoming position in the
reprographics department. (8 marks)

Total 15 marks

2. (a) State ONE purpose for which a records management clerk may use EACH of the following
reference materials in the office:

(i) Post office guide (1 mark)

(ii)
Dictionary (1 mark)

(iii) Internet (1 mark)

(iv) Map (1 mark)

(b) Identify THREE items that must be included on an agenda for a regular business meeting.
(3 marks)

(c) Your employer, Mr Paul Newton, has to travel to Trinidad and Tobago for five days from 6 to
10 February 2013. You have been asked to assist Mr Newton in arranging this business trip.

Prepare an itinerary using the following information:

• Mr Newton will depart from George Charles Airport (Saint Lucia) on Monday 6
February 2013 on LI 465 at 1:00 p.m., and is scheduled to arrive at Piarco International
Airport in Trinidad at 2:30 p.m. He will be picked up by Mr Chad St. Paul, who will
take him to the Hylton Hotel, where he will be staying.

• On Tuesday, 7 February 2013, from 9:00 a.m. to 3:00 p.m., Mr Newton is expected to
attend a meeting at the Almond Hotel on 32 Crown Plaza Avenue. On the same day,
Mr Newton will attend a cocktail party at his hotel at 5:00 p.m.

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2013
-3-

• On Wednesday, 8 February 2013, Mr Newton is scheduled to attend a conference with


the CARICOM Heads of State from 8:30 a.m. to 5:00 p.m. The meeting will be held in
the Hylton Conference Room.

• On Thursday, 9 February 2013, a sightseeing trip has been scheduled. The bus leaves
the Hylton Hotel at 10:00 a.m. Mr Newton is also scheduled to attend a banquet at
6:00 p.m. at the Marrion Hotel on the same day.

• On Friday, 10 February 2013, Mr Newton will depart from Piarco International Airport
at 8:00 a.m. on BW231. He is scheduled to arrive at George Charles Airport (Saint
Lucia) at 12:30 p.m.

You are required to prepare the itinerary using the 24-hour clock. (8 marks)

Total 15 marks


3. (a) State THREE steps that should be taken when transferring funds electronically. (3 marks)

(b) The ABC Company has employed a new receptionist to operate its switchboard. As the
senior switchboard operator, explain to the new receptionist the MAIN difference between the
following:

(i) ‘Station-to-station’ and ‘person-to-person’ calls (2 marks)

(ii) ‘Call waiting’ and ‘call forwarding’ (2 marks)



(c) The Human Resources Manager of Pete’s Co. Ltd, Kingston 5, has had several meetings
with the receptionist about the company’s policy regarding the use of cell phones. However,
despite several warnings, the receptionist continues to use her cell phone improperly.

Draft a letter using today’s date, to remind the receptionist, Ms Pat Reynolds, 3rd Avenue,
Kingston 5, of the following points:

• Cell phones should be on silent while at work.


• Cell phones should not be used while attending to customers.
• Messaging and texting services should not be used while on duty at the front desk.
(8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2013
-4-

4. (a) State THREE reasons why a company may decide to microfiche its records. (3 marks)

(b) You have received many complaints that visitors are unhappy with the manner in which
they are treated at the receptionist’s desk. The company has decided to conduct a workshop
highlighting the attributes of an efficient receptionist. As one of the receptionists at the
company, you have been asked to attend this workshop. On your return to the office, your
supervisor has asked you to share with staff what you learnt at the workshop.

State FOUR attributes that the receptionist should display at the reception area. (4 marks)

(c) Assume that you are employed as a clerk in the Records and Information Management
department of a company.

State the MOST appropriate filing classification/method that should be used with EACH of
the following:

(i) Invoices numbered AB5689 and AJ6000 received for goods bought in February 2013

(ii) Letter dated 16 February 2013 to be put on the personal file of Ms Lucy Brown

(iii) A collection of CDs consisting of jazz, hip hop, reggae and rock music

(iv) A set of bills to be filed according to the dates on which they were paid

(v) Application forms for delegates from various islands in the Caribbean attending a
conference in Jamaica (5 marks)

(d) Use the form, provided as an insert, to complete the Reception Register for the following
visitors. Use today’s date on the form.

• 9:40 a.m. Mr D. French of Lever Brothers, Port-of-Spain, Trinidad and Tobago, to


meet with the Office Manager. He left the office at 10:30 a.m.

• 10:45 a.m. Mr A. Amos of Amos Bakers, 2 Frederick Street, Trinidad and Tobago, to
meet with the Purchasing Manager. The meeting lasted 25 minutes.

• 1:30 p.m. Mrs P. Charles of Henwood Co. Ltd, Marcus Avenue, Trinidad and
Tobago, to meet with the Marketing Manager. She left the office
75 minutes later. (3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2013
-5-

SECTION II

Answer any TWO questions in this section.

5. (a) List THREE rules that an employee should observe when using office equipment.
(3 marks)

(b) State ONE purpose of EACH of the following documents used by the Human Resources
Department:


(i)
Appraisal form (1 mark)

(ii) Job description (1 mark)

(iii) Contract of employment (1 mark)

(c) (i) Use the form, provided as an insert, to prepare a Statement of Account for P & P
Enterprises for the month of February 2013.

Name of Customer: Name of Supplier:

P & P Enterprises Hart and Sole Co Ltd,


12 Brush Street, Castries Harmony Road, Bridgetown

Tel: 758-234-1234 Tel: 246-333-3444



• Balance on account on 31 January 2013 was $430.00.

• P & P Enterprises made payments by cheque to Hart and Sole’s account on the
15 and 18 February 2013.

– 15 February Cheque #23845 $ 120.00


– 18 February Cheque #34901 $ 160.00

• On the 20 February, P & P Enterprises received a credit note for the return of
defective goods.

– 20 February Credit note 00800 $ 35.00

• Additional goods were bought on 23 February 2013.

– 23 February Invoice #: CL90881 $ 200.00

• 10% special discount if payment is made within 30 days. (7 marks)

(ii) Calculate the amount that P & P Enterprises will be required to pay if the company
settles its accounts within 30 days. (Show all working.) (2 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2013
-6-

6. (a) List TWO duties performed by the clerk in the purchasing office. (2 marks)

(b) Standing orders and credit cards are two common methods of making payments.

(i) Define the term ‘standing order’. (2 marks)

(ii) State TWO advantages of using a credit card. (2 marks)

(c) The following are bank statement and cash book as at 1 April.

BANK STATEMENT

Date Particulars Debit Credit Balance

1 March 2013 Balance b/f $300.00

12 March M. Mark $80.00 $220.00

20 March Deposit $500.00 $720.00

CASH BOOK


Date Particulars Fol Bank Date Particulars Fol Bank

1 March 2013 Balance b/d $300.00 23 March 2013 A. Vince $80.00

27 March K. Baker $500.00 27 March O. Moore


Cheque 12945 $100.00

27 March Balance c/d $620.00

$800.00 $800.00

1 April Balance b/d $620.00

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2013
-7-

(i) Explain what is meant by the following transactions:

a) i) Bank Statement: M. Mark, $80.00. (1 mark)

ii) On which side of the cash book would this same transaction be recorded?
(1 mark)

b) Cash Book: A. Vince, $80.00 (1 mark)

c) Cash Book: K. Baker, $500.00 (1 mark)

(ii) Use the bank statement and cash book to prepare the bank reconciliation statement
starting with the bank statement balance of 1 March 2013. Cheque No. 12945 had not
yet been presented to the bank. (5 marks)

Total 15 marks

7. (a) Identify THREE pieces of equipment used in the Sales and Marketing Department.
(3 marks)

(b)
One of the duties of the marketing clerk is to maintain a mailing list. State THREE reasons
why it is important to keep an updated mailing list in the Marketing Department.
(3 marks)

(c) You were reassigned as a stock clerk in a company’s stock department. You noticed several
malpractices/occurrences with the company’s stock control procedures and plan to report
your observations to the purchasing manager.

(i) Outline FIVE malpractices/occurrences that could breach a company’s stock control
procedures. (5 marks)

(ii) After a recent inventory it was found that the value of the company’s stock was
falling due to

a) theft by employees

b) deterioration.

Suggest TWO stock control methods that could be used to overcome the problems
listed in a) and b) above. (4 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2013
-8-

8. (a) List THREE duties that should be performed by the clerk in the Factory Office.
(3 marks)

(b) Identify THREE items of information that are found on a consignment note. (3 marks)

(c) Walter James is an employee of Singh Song Company. His weekly payroll information is
given in Table 1 below.

TABLE 1: PAYROLL DATA FOR WALTER JAMES

Employee Hourly rate Basic Hours Overtime Hours Commission National


pay Worked (Paid at Time Earned Insurance
and a half) Deduction

Walter James $10.00 40 5 hours $50.00 5%

(i) Use this information to calculate Walter James’ weekly

a) gross pay

b) net pay. (6 marks)

(ii) Use the form, provided as an insert, to prepare the weekly cheque for Mr Walter
James. (3 marks)

Total 15 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237020/JANUARY/F 2013
TEST CODE 01237020
FORM TP 2013019 JANUARY 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency


4(d)
Question No. ....................... Candidate No. ............................................................

RECEPTION REGISTER

Date Name of Visitor Visitor’s Company Address Arrival Referred to Departure


Time Time

01237020/JANUARY/F 2013
TEST CODE 01237020
FORM TP 2013019 JANUARY 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency


5 (c) (i)
Question No. ....................... Candidate No. ............................................................

STATEMENT OF ACCOUNT No. 123

Hart and Sole Co. Ltd.


Harmony Road
Bridgetown
Tel: 246-333-3444

To: ___________________________________ Terms: _________________________

___________________________________ _________________________

___________________________________ _________________________

Date: _________________________

DATE DETAILS DR CR BALANCE

01237020/JANUARY/F 2013
TEST CODE 01237020
FORM TP 2013019 JANUARY 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

8 (c) (ii)
Question No. ....................... Candidate No. ............................................................

Golden Bank, Antigua _____________________

Pay to
the order of ______________________________________________ $

The sum of _________________________________________________ Dollars

Johanna Bravo

123456789 007897-749302039-999

01237020/JANUARY/F 2013
TEST CODE 01237032
FORM TP 2013020 JANUARY 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. You MUST use this answer booklet when responding to the questions. For
EACH question, write your answer in the space provided and return the
answer booklet at the end of the examination.

2. Use the CASE to answer the questions.

3. You are advised to take some time to read through the paper and plan your
answers.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2011 Caribbean Examinations Council


All rights reserved.

01237032/JANUARY 2013
-2-

NOTHING HAS BEEN OMITTED.

GO ON TO THE NEXT PAGE


01237032/JANUARY 2013
-3-

THE CASE

Exploring career opportunities

Raven Corporation is a large manufacturing company with offices located at 14 Kings Crescent, Kingston,
Jamaica. For the past year, Shanice Green has been working as an assistant clerk in the Purchasing
Department of Raven Corporation. This is Shanice’s first job since leaving secondary school. However,
she believes that she has already acquired sufficient experience in this position.

She believes that her prospects for upward mobility at Raven Corporation are poor and has decided to
start her search for a new job. Her search for suitable jobs was mainly confined to advertisements in the
daily newspapers.

Answer ALL questions.

1. (a) Outline FOUR ways in which a careful study of an advertisement can assist Shanice in
deciding on the kind of job she really wants.

(i) _________________________________________________________________

_________________________________________________________________

(ii) _________________________________________________________________

_________________________________________________________________

(iii) _________________________________________________________________

_________________________________________________________________

(iv) _________________________________________________________________

_________________________________________________________________
(4 marks)

(b) Personal contacts through friends and relatives are regarded as another effective way of
finding a job. However, some companies, as a matter of policy, do not employ relatives
of employees.

Give TWO reasons why a company may NOT want to employ relatives of employees.

(i) _________________________________________________________________

_________________________________________________________________

(ii) _________________________________________________________________

_________________________________________________________________
(2 marks)

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01237032/JANUARY 2013
-4-

2. Shanice is pursuing a part-time course in Accounting and Business Management. She has not
updated her résumé since joining Raven Corporation. Below is a summary of her personal history.

Shanice Green was born on 31 December 1990. She currently lives at 12 Highland Drive,
Kingston, Jamaica. She has been employed at Raven Corporation since January 2012. Her
telephone number at home is 876-999-0000.

She attended Gainsborough High School from 2002 to 2007. She attained Grade II in five
CSEC subjects, namely English Language, Mathematics, Spanish, Principles of Accounts
and Information Technology and Grade I in Office Administration.

Her hobbies are dancing, reading and listening to music. Her supervisor, Ms Marie Brown,
(Raven Corporation, 14 Kings Crescent, Kingston, Jamaica), has agreed to supply her with
a character reference.

In the space provided on page 5, prepare a draft of Shanice’s updated résumé with the information
given above. Include the appropriate headings and related details as well as her career goal.

GO ON TO THE NEXT PAGE


01237032/JANUARY 2013
-5-

RÉSUMÉ

(8 marks)

GO ON TO THE NEXT PAGE


01237032/JANUARY 2013
-6-

3. Shanice wishes to work for Briggsland Co. Ltd but the company is not currently advertising any
vacancies. She is not sure if she should still apply and has sought your advice on this matter.
You assure her that she does not have to wait for a job opening to apply and that she can submit
an unsolicited application letter.

Shanice has an interest in working as a purchasing clerk. She calls the company and learns that
the name of the Human Resources Manager is Mrs Ola Wren. The company’s offices are located
at 16 Old Kingston Plaza, Kingston, Jamaica.

In the space below, draft a cover letter to Briggsland Co. Ltd that will accompany Shanice’s résumé.

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________
(8 marks)

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01237032/JANUARY 2013
-7-

4. Two months later, Shanice receives a call that a position has opened in the Purchasing Department
at Briggsland Co. Ltd. She is invited to attend an interview on Thursday, 3 January 2013.

Suggest THREE things that Shanice must do to ensure that she does not waste her time or the
company’s time at the interview.

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________
(3 marks)


5. Shanice wants to create a good first impression at the interview. Suggest FOUR items of clothing
Shanice should NOT wear on the day of the interview.

(i) _______________________________________________________________________

(ii) _______________________________________________________________________

(iii) _______________________________________________________________________

(iv) _______________________________________________________________________
(4 marks)

6. During the interview, Shanice was given the opportunity to ask some questions. State THREE
questions that Shanice should ask to increase her chance of getting the job.

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________
(3 marks)

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-8-

7. After the interview, Shanice feels very confident about the prospects of getting the job. She sends
a note thanking the company for inviting her to the interview.

In the space provided below, draft a copy of an appropriate thank you note that Shanice should
send to Mrs Ola Wren, the Human Resources Manager.

THANK YOU NOTE

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

(3 marks)

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01237032/JANUARY 2013
-9-

8. Two weeks after Shanice sent the thank you note, she receives a telephone call from the Human
Resources Manager informing her that she has gotten the job. Mrs Wren tells her that she needs
to visit the offices of Briggsland Co Ltd to collect her welcome package.

Outlline THREE ways in which a welcome package can benefit a new employee.

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________
(3 marks)

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01237032/JANUARY 2013
- 10 -

9. During the first week of her new job, Shanice was required to attend a two-day orientation
programme. The presentations focused on the labour laws that employees need to be aware of
as well as the company’s expectations of employees. The following scenario was presented to
Shanice to solve during the second day of orientation.

SCENARIO

Employees in the Human Resources Department complained of constant backaches due


to uncomfortable and improper layout of office furniture, inadequate lighting and air
conditioning, small office space, and inadequate protective clothing for some employees.


Recommend to management FOUR changes that could improve the conditions in the Human
Resource Department.

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________

(iv) _______________________________________________________________________

_______________________________________________________________________
(8 marks)

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01237032/JANUARY 2013
- 11 -

10. After three months on the job, Shanice will be having her first evaluation meeting with her
supervisor. Two of the areas to be assessed are ‘confidentiality’ and ‘desirable attitudes’. Shanice
was asked to assess herself on these areas.

For EACH of these areas, compose TWO statements that could adequately assess Shanice’s ability
to maintain confidentiality and to display desirable work attitudes.

1.
Confidentiality
2.

1.
Desirable work attitudes
2.

(4 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237032/JANUARY 2013
TEST CODE 01237020
FORM TP 2013099 MAY/JUNE 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

28 MAY 2013 (a.m.)

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of EIGHT questions.

2. Answer ALL questions in SECTION I and any TWO questions in SECTION II.

3. Number each answer in your booklet correctly.

4. Begin each answer on a new page.

5. Use the blank form(s) supplied to prepare answers where necessary.

6. You may use a silent, non-programmable calculator.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2011 Caribbean Examinations Council


All rights reserved.
01237020/F 2013
-2-

SECTION I

Answer ALL questions.

1. (a) The guillotine, risograph and computer are three vital pieces of equipment that are used in
general and specialized office work.

State the purpose of EACH piece of equipment listed above. (3 marks)

(b) (i) Define the term ‘skill’. (2 marks)

(ii)
Word processing and time management are two important skills for office workers.
State ONE reason why EACH of these skills is important to an organization.
(2 marks)

(c) Vijay is employed as a clerical assistant in the Technical and Vocational Unit of the Ministry
of Education. After six months, he is appraised by his supervisor as “someone with excellent
interpersonal skills”.

Outline TWO ways in which Vijay’s interpersonal skills can be used to settle disputes/conflicts
at his workplace. (2 marks)

(d) Ayana recently graduated from the School of Excellence with Grades I and II in eight CSEC
subjects. She applies for a job as a teller at a local bank and is invited to attend an interview
for the position. During the interview, she is asked the following questions:

(i) Why did you apply for this job?

(ii) What is your greatest strength?

(iii) What are your career goals for the next five years?

For EACH of the questions listed above, write TWO appropriate responses that Ayana could
give. (6 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2013
-3-

2. (a) Identify ONE use of EACH of the following types of paper:


(i)
Bond


(ii)
Parchment (2 marks)

(b) State THREE desirable attributes of a receptionist. (3 marks)



(c) (i) Outline TWO guidelines that a receptionist should follow when taking telephone
messages. (2 marks)

(ii) Assume that you are Maya, a receptionist at Office Plus Inc. Indicate what actions
you would take for EACH of the following situations:

a) An angry customer calls to report that the photocopying machine that she
purchased recently from your company is faulty.

b) The human resource manager wants to get in contact with a client immediately
and gives you the client’s telephone number to dial. You dial the number but
keep getting a busy signal.

c) A message was left at your desk to call the travel agency to confirm your
supervisor’s flight to an upcoming office supplies trade fair. You accidentally
dial the wrong number.

d) You call to make hotel reservations at the Caribbean Spa Resort for your
manager. You hear a pre-recorded message. (8 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2013
-4-

3. (a) State ONE use of EACH of the following as a means of telecommunication:

(i) Paging device

(ii) Facsimile/fax machine

(iii) Internet (3 marks)

(b) State TWO uses of a postage book. (2 marks)

(c) The organization in which you work is engaged in trading globally and you have to frequently
make telephone contact with customers overseas.

State TWO reasons why understanding time zone differences is important to your work.
(2 marks)

(d) You work as a mail clerk for D & O Associates which is about to relocate its offices in town.
The company wishes to convert to a centralized mailing system. Mr Wray, the managing
director, has asked you to assist with identifying equipment for the new office.

(i) Identify FOUR modern pieces of equipment that are suitable for the new centralized
mail room. (4 marks)

(ii) Outline how EACH piece of equipment identified in (i) above could increase the
efficiency of outgoing mail. (4 marks)

Total 15 marks

4. (a) State THREE classifications of a records management system. (3 marks)

(b) (i) Define the term ‘archiving’. (2 marks)



(ii) Identify TWO types of microfilming. (2 marks)

(c) O & R Credit Union Limited has expanded its operations and has decided to change from
a departmental to a centralized filing system. As the senior records management clerk, you
have been asked to advise Mr Guy Briggs, the manager, how he could improve records
management in the organization.

(i) Suggest THREE factors that should be considered in using a centralized filing system
to improve records management. (6 marks)

(ii) Suggest ONE disadvantage of implementing a centralized filing system. (2 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2013
-5-

SECTION II

Answer any TWO questions.

5. (a) List THREE functions of the accounts office. (3 marks)

(b) Define EACH of the following types of cheques:


(i)
Post dated

(ii) Counter

(iii) Certified (3 marks)

(c) Mr Dwayne Chung received the following invoice. He is required to prepare payment by
cheque on 10 May 2013 for the amount due.

INVOICE

R.K.C. BUJAM & CO LTD


19 Happy Hill, Gaspillo, Trinidad
3 May 2013
In account with
Mr Dwayne Chung
7 Chester Avenue
Santa Cruz, Trinidad

Terms: 10 % discount if paid within 7 days

Quantity Description Unit Price Total


$ $

20 Reams Legal-Size Paper 200 4 000


10 Packs Computer Printout Paper 100 1 000

(i) a) Calculate (showing your working) the amount due to R.K.C. Bujam and
Company Ltd.

b) On the form provided as an insert prepare the cheque for the amount calculated
in (i) a) above. (7 marks)

(ii) State TWO consequences if the amount on a cheque did not agree in words and
figures. (2 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2013
-6-

6. (a) State THREE duties of a purchasing clerk. (3 marks)

(b) Define the following terms as used in the purchasing department:


(i)
Tender

(ii) Enquiry

(iii) Quotation (3 marks)

(c) Below are samples of four petty cash vouchers.

No. 1 No. 2

Petty Cash Voucher Date: 5 May 2013 Petty Cash Voucher Date: 12 May 2013

Required for: Amount: Required for: Amount:

Cleaning $35.00 Stamps $15.00

Signature: __________________________
Ed Donley Ed Donley
Signature: __________________________

Passed by: __________________________


Ali Brown Ali Brown
Passed by: __________________________

No. 3 No. 4

Petty Cash Voucher Date: 20 May 2013 Petty Cash Voucher Date: 30 May 2013

Required for: Amount: Required for: Amount:

Travelling $25.00 Envelopes $15.00

Signature: __________________________
Ed Donley Masking Tape $10.00

Passed by: __________________________


Ali Brown Signature: __________________________
Ed Donley

Passed by: __________________________
Ali Brown

(i) Record the above transactions in the petty cash book provided as an insert. Total
all columns and balance the petty cash book at the end of the month, restoring the
imprest to the beginning balance of $120.00. (7 marks)

(ii) State TWO consequences of abusing the petty cash funds. (2 marks)

Total 15 marks

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01237020/F 2013
-7-

7. (a) State EACH of the following acronyms in full and explain their meanings.

(i) LIFO

(ii) FIFO (4 marks)

(b) Identify TWO reasons why it is important to monitor stock levels. (2 marks)

(c) On 1 May 2013, Mr Harry Duggam, a manager at Perfect Block Construction Ltd, Middlesex,
Antigua, sent a request for a quotation of the following items:

• 12 ergonomic office chairs


• 6 four-drawer vertical filing cabinets

The request was sent to Hi-Tech Office Supplies located at 25 Kings Street, Kingstown,
St Vincent.

On receipt of the quotation #10, the Sales Manager of Hi-Tech Office Supplies, Mr Ramesh
Rooplal, decides to send a thank you note to Mr Duggam to let him know that he would be
happy to supply his order. Mr Rooplal provides a quotation with the following terms:

• 12 ergonomic office chairs @ $500.00 each


• 6 four-drawer vertical filing cabinets @ $1 000.00 each
• Terms of sale: Delivered by company’s delivery truck within two days of receipt of order
• Trade discount: 5%
• Cash discount: 10% if paid within one month, otherwise net cash
• Goods can be taken from the warehouse and the offer is valid for two months

Draft the quotation to Mr Duggam, using a letter format, signed by Mr Rooplal, Sales
Manager. (9 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2013
-8-

8. (a) State THREE functions of the staff in the factory office. (3 marks)

(b) List THREE documents that are used in the factory office. (3 marks)

(c) An advice note with serial no. 98762RM, order no. 17B and terms = charge, was sent from
OMJ Corporation, Industrial Terrace, Georgetown, telephone number (592) 333-7777 to
customer SKR Central Reprographics, Freepark, Georgetown.

The shipment which was sent by van on 11 May 2013 consisted of:

• 50 reams A4 paper
• 25 reams legal paper
• 1 000 plastic file jackets
• 100 packages of note pads.

On receipt of the advice note, Jahari Baptiste, the receptionist, should sign and date the
document on behalf of the company.

(i) Use the form provided as an insert to record the above information. (7 marks)

(ii) State TWO consequences to the purchaser in the event that goods are dispatched and
the advice note is omitted. (2 marks)

Total 15 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237020/F 2013
TEST CODE 01237020
FORM TP 2013099 MAY/JUNE 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

5 (c) (i)
Question No. ....................... Candidate No. ............................................................

No. 1000

MIDTOWN BANK LTD ………………………………………………………


81 Bond Street, Santa Cruz, Trinidad

Pay
to the order of _________________________________________ $

The sum of __________________________________________________________________

__________________________________________

A/C No. 1562370

01237020/F 2013
TEST CODE 01237020
FORM TP 2013099 MAY/JUNE 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

6 (c) (i)
Question No. ....................... Candidate No. ............................................................

Complete the Petty Cash Book on the back of this sheet.

01237020/F 2013
PETTY CASH BOOK
(Imprest System)
Dr Cr

RECEIPTS AND PAYMENTS ANALYSIS OF PAYMENTS

Imprest Date Details Voucher # Payments Postage Fares Cleaning Stationery


2013

$
120 00 1 May To Imprest

01237020/F 2013
TEST CODE 01237020
FORM TP 2013099 MAY/JUNE 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

8 (c) (i)
Question No. ....................... Candidate No. ............................................................

ADVICE NOTE
Seller: ___________________________________ Date: ____________________

___________________________________ Serial No.: ____________________

___________________________________ Order No.: ____________________

___________________________________ Terms: ____________________

Telephone No.: ___________________________________

Buyer: ___________________________________

___________________________________

___________________________________ Via: ____________________

Please receive the following on: _________________________________________________________

QUANTITY ITEM DESCRIPTION

Received by:

Date:

01237020/F 2013
TEST CODE 01237032
FORM TP 2013100 MAY/JUNE 2013

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of a CASE with TEN questions. Use the CASE to
answer the questions.

2. Answer ALL questions.

3. You MUST use this answer booklet when responding to the questions. For
EACH question, write your answer in the space indicated and return the
answer booklet at the end of the examination.

4. You are advised to take some time to read through the paper and plan your
answers.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2011 Caribbean Examinations Council


All rights reserved.

01237032/F 2013
-2-

Read the CASE and answer the TEN questions which follow.

CASE

The Golden Anniversary

The Caribbean School of Excellence, located at 10 Techie Drive, Salem, Antigua, will be celebrating its
50th Anniversary in November 2013.

To celebrate this golden anniversary, the principal of the school has proposed that a week-long series of
events be organized. An activities committee has been named to carry out the planning and implementation
of the various events. The committee will be expected to engage as many past students of the school as
possible in planning activities to ensure a memorable and successful week of activities.

You have recently been hired as the administrative clerk in the Alumni Office. Your responsibilities include
the marketing of the week of activities, managing event registration, organizing travel plans, providing
information to interested past students on the activities and helping to maintain the 50th Anniversary
Alumni website. Over the past nine months, the planning committee has been meeting to plan the schedule
of activities. At the last meeting, it was agreed that it was time to sensitize the general public and past
students about the upcoming week of events through newspaper advertisements.

1. Draft a newspaper advertisement that could be used to highlight the week of activities. Include a
school logo/emblem in the advertisement.

The advertisement must highlight the dates of the celebrations as 17–23 November 2013. The
public should also be informed that events are scheduled to be held in Antigua and Miami, Florida.
Early bird bookings made by 7 June 2013 will receive a discount on events. For further information,
interested persons can contact the Alumni Office at 999-222-1111, email alumni@caribschlexcel.
org or visit the website at http://www.csoe/50anniversary.

GO ON TO THE NEXT PAGE


01237032/F 2013
-3-

Write your answer to Question 1 here.

(6 marks)

GO ON TO THE NEXT PAGE


01237032/F 2013
-4-

2. The activities committee has finalized the list of activities that will be held to celebrate the school’s
50th Anniversary.

The activities are as follows:

• On Sunday, 17 November 2013, a church service will be held at St Mark’s Anglican Church
in Salem, Antigua, at 9:00 a.m. After the service, there will be a brunch at the Grand Antigua
Hotel.

• On Monday there will be a family fun day and picnic on the grounds of Country Xcape
Villas.

• The Caribbean School of Excellence will host an open day on Tuesday from 9:00 a.m. to
5:00 p.m. Guided tours of the campus will be conducted.

• The 50th Anniversary lecture will be delivered in the auditorium of the University of Antigua
on Wednesday, 20 November 2013.

• Thursday, 21 November 2013 will be a travel day.

• On 22 November 2013, a welcome reception will be held at 6:00 p.m. at the Miami Convention
Centre in downtown Miami.

• The Awards dinner and dance will be held in the ballroom of the Miami Convention Centre
on the 23 November 2013. This event begins at 7:30 p.m.

Design a programme that will be featured on the Alumni website to promote the week of activities.

GO ON TO THE NEXT PAGE


01237032/F 2013
-5-

Write your answer to Question 2 here.


(3 marks)

GO ON TO THE NEXT PAGE


01237032/F 2013
-6-

3. The Alumni Office has been bombarded with calls and emails from past students requesting
information regarding travel.

State FOUR items of information that the administrative clerk should be prepared to provide to
them.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(4 marks)

4. The response to the week of activities, particularly the Florida events, has been very positive.
Fifty past students have indicated that they will be travelling to Florida to attend the activities.
After providing the principal with the final numbers, he suggested that you start making the hotel
reservations at Paradise Suites in Miami, Florida.

Identify FOUR pieces of information the administrative clerk would need to get from past students
in order to make suitable hotel reservations for them.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(4 marks)

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01237032/F 2013
-7-

5. The hotel reservations clerk has indicated to you that Paradise Suites offers special rates to large
groups. The rates are as follows:

Double rooms:

• Double room with en suite bathroom and kitchenette US$150 per night
• Group of fifteen or more 25% discount

Single rooms:

• Single room with en suite bathroom only US$125 per night


• Groups of ten or more 20% discount

The group from The Caribbean School of Excellence will require twenty double rooms and ten
single rooms. The group will be staying for three nights.

Calculate the total cost of the rooms for the group. (Show your working.)

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(7 marks)

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01237032/F 2013
-8-

6. To ensure that the rooms are reserved, the hotel reservation clerk has asked you to send a letter to
the manager of the hotel confirming your telephone reservation for twenty double rooms and ten
single rooms for three nights. The group will arrive on Thursday, 21 November 2013 and depart
on Sunday, 24 November 2013.

Draft a letter communicating this information to the manager of Paradise Suites.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(8 marks)

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01237032/F 2013
-9-

7. You were asked to prepare travel folders for all participants travelling to the celebration.

State FOUR pieces of information that you would include on the label for the travel folders.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(4 marks)

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01237032/F 2013
- 10 -

8. Mr Herbert Dan, a past student of The Caribbean School of Excellence, will be receiving the
‘Distinguished Alumni Award’ at the Awards ceremony to be held in Miami. Currently, Mr Dan
lives in the United Kingdom and will be travelling from London to Miami where he will attend
the Welcoming Reception Awards ceremony and the Awards dinner and dance.

(a) The departure time of Mr Dan’s flight from Heathrow Airport is 7:00 a.m. on Thursday,
21 November. If the time in London is five hours ahead of the time in Miami, Florida,
what time will it be in Miami when the flight departs?

_______________________________________________________________________
(1 mark)

(b) Mr Dan’s flight, Virgin Airlines, VA 322, is scheduled to arrive in Miami on Thursday,
21 November at 10:30 a.m. local time. He is scheduled to leave Miami at 6:00 a.m. on
Sunday, 24 November on Virgin Airlines, VA 929 and should arrive at Heathrow Airport
at 7:30 p.m. local time.

Using the information above, prepare Mr Dan’s itinerary. Express all times using the
24-hour clock.

Write your answer to Question 8 here.

(4 marks)

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01237032/F 2013
- 11 -

9. The secretary of the planning committee is preparing a programme which will outline the evening’s
proceedings for the Awards ceremony. She has asked for your assistance in drafting this document.

Recommend THREE items which must be included in the programme.

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________
(3 marks)

10. A survey evaluation form will be included in the registration package which will be presented to
past students at the welcoming reception. The evaluation form will be used to assess the success
of the week of activities and for the planning of future events.

For EACH of the following areas, recommend TWO questions that the planning committee should
ask past students attending the activities in Miami.

Areas to be Evaluated Questions to be Asked

(i) Travel Arrangements

(ii) Hotel Accommodation

(iii) Awards Dinner and Dance

(6 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237032/F 2013
TEST CODE 01237020
FORM TP 2014019 JANUARY 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

08 JANUARY 2014 (a.m.)

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of TWO sections with FOUR questions in each section.

2. You are required to answer SIX questions in all: ALL questions in SECTION I
and any TWO questions in SECTION II.

3. Number each answer in your booklet correctly.

4. Begin the answer to each question on a new page.

5. Use the form(s) supplied to write answers where necessary.

6. You may use a silent, non-programmable calculator to answer questions.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2013 Caribbean Examinations Council


All rights reserved.

01237020/JANUARY/F 2014
-2-

SECTION I

Answer ALL questions in this section.

1. (a) (i) Define the term ‘organizational structure’. (2 marks)

(ii) Describe how the size of a small business may affect the way it deploys its staff.
(2 marks)

(b) State the purpose of EACH of the following pieces of office equipment:


(i)
Shredder (1 mark)

(ii)
Overhead Projector (1 mark)

(iii) Risograph (1 mark)

(c) Sasha Wray is employed at OJC Company Limited, which operates in the city. At the end of
the year she was appraised by her supervisor. She obtained a low score for punctuality and
regularity in her evaluation. Suggest FOUR ways in which she may improve her punctuality
and regularity. (4 marks)

(d) Outline TWO ways in which the following skills can improve efficiency in the office.

(i) The ability to operate a variety of office machines (2 marks)

(ii) The ability to solve problems (2 marks)

Total 15 marks

2. (a) (i) State the purpose of the following machines when dealing with outgoing mail in a
large office:

a) Sealing machine (1 mark)

b) Addressing machine (1 mark)



(ii) List THREE guidelines the user needs to follow when preparing to rent and operate a
new franking machine. (3 marks)

(b) State the difference between an electronic mail and a facsimile. (2 marks)

GO ON TO THE NEXT PAGE


01237020/JANUARY/F 2014
-3-

(c) The students and teacher of Form 4A were involved in cleaning their classroom on
13 December 2013 at 2:00 p.m. Ted Brown, a student, was standing on a table to remove a
box of old projects from the cupboard when he lost his balance and fell on his back. He was
then taken by two students to the sick bay. On arrival, the nurse gave him two pain tablets
but he still complained of severe pains. The nurse called his parents and on their arrival she
recommended that Ted be taken to see the family doctor.

Assume you are Shane Miller, the prefect of the class, and you witnessed the accident. Write
a report of the accident for your principal. (8 marks)

Total 15 marks


3. (a) List THREE duties a receptionist may be asked to perform. (3 marks)

(b) State TWO reasons a desk diary is a good reminder system. (2 marks)

(c) Give TWO instances when a breach of confidentiality may arise at the workplace.
(2 marks)

(d) (i) As a records management clerk, Wayne Biggs works at a large company which trades
with international clients. He was asked to create a filing system for his company.

Listed below are some of the clients with whom the company does frequent business:

• Rajesh Rooplal, Gasparillo, Trinidad
• Isaac Rowe, Newark, New Jersey, USA
• Peter Lake, Buenos Aires, Argentina
• Joy Chandlers, Havana, Cuba
• Indira Lall, New Delhi, India

Imagine you are Wayne Biggs, choose an appropriate filing system and arrange the
clients’ names as they would appear in that system. (6 marks)

(ii) At the company where you work as a records management clerk, you were given the
names of the newest clients to be cross-referenced. Give the cross-referencing order
for the names of the following clients.

• Keisha Browne-Smith
• Saleem Nherd, Nhurd (2 marks)

Total 15 marks

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01237020/JANUARY/F 2014
-4-

4. (a) Define the following terms which are associated with meetings:

(i) Adjourn (1 mark)

(ii) Chairperson (1 mark)

(iii) Ex-Officio (1 mark)

(b) (i) List TWO types of monetary instruments, other than cash, that can be used for
overseas travel. (2 marks)

(ii) State TWO types of services that are provided by travel agencies. (2 marks)

(c) Assume you are Karol Drummond. You are responsible for taking minutes of monthly
meetings at Super Tech Company Limited, 50 Hope Boulevard, St Michael, Barbados. On 3
December 2013, you needed to attend to an urgent medical appointment and you asked your
colleague, Ann Reid, with the permission of the chairperson, Mr Guy Sobers, to take notes at
the meeting for you.

The following are the notes given to you:

• Meeting held in the conference room on Monday, 3 December 2013 at 1400 hours.
• All members were present, except Mr Jim Brown who was out of the country on
company business.
• Minutes of last meeting read, Ms Rose moved that it be adopted as correct, and was
seconded by Mr Lopez.
• Matters arising from minutes: Lateness and tardiness at work, health and safety, canteen
facilities, correspondence and sports day.
• New business: Increase in business journal subscription from $15 to $20. There was no
other business.
• Date of next meeting: 8 February 2014, chairperson declared the business closed at
1530 hours.

Using an appropriate format, prepare a draft of the minutes for the chairperson. (8 marks)

Total 15 marks

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-5-

SECTION II

Answer any TWO questions in this section.

5. (a) List FOUR methods by which payments can be made and received through the bank.
(4 marks)

(b) State the difference between a debit note and a credit note. (2 marks)

(c) You have been asked to assist in preparing workers’ wages at your company. The following
information was given for two employees who are paid weekly:

Period: 3 – 7 January

Name Hours Worked

Neal Burke 45

Herbert Grant 42

Each employee is paid:

• $2 000 for a 40-hour work week, Monday to Friday


• Overtime is paid at the rate of $40 per hour
• The weekly contribution for union dues is $10
• PAYE is computed at 20 per cent of gross weekly wages
• Each employee pays $5 towards recreational facilities

Complete the payroll form, given as an insert, by calculating and inserting all required
information. (9 marks)

Total 15 marks

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-6-

6. (a) Define EACH of the following terms:

(i) Cash on delivery (COD) (1 mark)

(ii) Discounts (1 mark)

(iii) Errors and omissions excepted (E&OE) (1 mark)

(b) List THREE reference sources that a purchasing department may consult when acquiring
goods and services. (3 marks)

(c) (i) You are a purchasing clerk at the RKS Marketing Company and you have been asked
by your supervisor, Mr Jayden Weeks, to prepare a Purchase Requisition, No. 57, for
the following items for his signature:

• 12 boxes of recordable compact discs
• 4 dozen ball point pens (black ink)
• 1 box of B5 envelopes
• 3 cases of printer cartridges (black)

Use the Purchase Requisition form, given as an insert, to complete the order. Use
today’s date. (5 marks)

(ii) A purchasing clerk was given the responsibility to make requisitions for goods and
services on a timely basis from the head office in the city, however, he was often
negligent in carrying out his duties.

Explain TWO effects a late requisition could have on a company’s operations.


(4 marks)

Total 15 marks

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-7-

7. (a) (i) List THREE functions of the marketing office. (3 marks)

(ii) State ONE purpose of EACH of the following pieces of equipment used in the sales
and marketing office:

a) Computer (1 mark)

b) Calculator (1 mark)

c) Scanner (1 mark)

(b) (i) Julius & Hains Company Limited, 6 Market Street, Kingston 10, purchased over
$9 000 of goods for its fifth anniversary to be celebrated on 28 February 2014. A
cash discount of 15% was promised to the company for payments made within five
days of purchase. The company was promised a further special discount of $550 to
commemorate Julius & Hains’ anniversary. As the sales clerk:

a) Calculate the cash discount for the period. (2 marks)

b) Calculate the total discounts offered. (2 marks)



c) Find the overall total amount due for the goods. (2 marks)

Show all working.



(ii) As a sales clerk you wondered why discounts are given despite the fact that companies
are making a loss. Explain THREE ways a company can benefit from offering
discounts. (3 marks)

Total 15 marks

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01237020/JANUARY/F 2014
-8-

8. (a) (i) List THREE functions of the factory office. (3 marks)

(ii) State THREE duties of a clerk in the factory office. (3 marks)



(b) In the Caribbean, it is the culture for parents to migrate to foreign countries and later send
back foodstuff and other goods to relatives by sea. A Bill of Lading should accompany goods
to be supplied.

(i) As a shipping clerk, employed at a local shipping agency, advise the families who
ship items of THREE consequences they may encounter should the Bill of Lading not
accompany the goods sent. (3 marks)

(ii) Outline THREE guidelines which would further ensure that the goods arrive in good
condition to the consignee. (6 marks)

Total 15 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237020/JANUARY/F 2014
TEST CODE 01237020
FORM TP 2014019 JANUARY 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

Insert for Question 5 (c) Centre Number ____________________________



Candidate’s Number ________________________

PAYROLL

Period: _______________________________

Rate of Deductions
Hours Pay Overtime Gross
Name Worked (Weekly) Rate Pay PAYE Union Other Net
$ $ $ $ Dues $ Pay
$ $

Neal 45 2 000 10 5
Burke

Herbert 42 2 000 10 5
Grant

TO BE ATTACHED TO YOUR ANSWER BOOKLET

01237020/JANUARY/F 2014
TEST CODE 01237032
FORM TP 2014020 JANUARY 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. You MUST use this answer booklet when responding to the questions. For
EACH question, write your answer in the space provided and return the
answer booklet at the end of the examination.

2. Use the CASE to answer the questions.

3. You are advised to take some time to read through the paper and plan your
answers.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2013 Caribbean Examinations Council


All rights reserved.

01237032/JANUARY 2014
-2-

THE CASE

The Merger

Ramjeed & James Company Ltd. and Davis Bargain Centre have been planning since last year to merge
their businesses to benefit from both human and physical resources. This they consider a necessary
measure if they are to survive during the time of recession being experienced not only in the Caribbean
but worldwide. They plan to open a new office which will be at 27 Cunningham Drive, Kingston 5,
Jamaica, and the consolidated name will be Ramjeed & Davis Company Ltd.

They plan that all staff re-employed will receive a 20 percent increase on their old salaries and will report
to the new company on 3 February 2014. The new company has pledged to offer increased benefits and
improved human resources procedures and functions aimed at increasing productivity. It has also pledged
to work within the laws of the country and improve conditions for every worker within the organization.

The companies realize that, there will be duplication of functions as a result of the merger. This problem
needs to be resolved. The new company has planned to consolidate all the departments from both companies
beginning with the Human Resources (HR) Department. Some staff will be kept, while others will be
made redundant. New persons will have to be employed as new skills will be required. So far, several
meetings have been held to plan the way forward.

Answer ALL questions.

1. The newly formed management team has examined the operations of the HR Department because
the company wants to improve the quality of services offered to all employees.

State FOUR work tasks that the HR Department would be required to perform before hiring the
new staff for the merger.

(i) _______________________________________________________________________

(ii) _______________________________________________________________________

(iii) _______________________________________________________________________

(iv) _______________________________________________________________________
(4 marks)

2. Although staff from both companies will be merged, new records must be kept for them. New
application forms must be filled out by those who are offered employment as well as new applicants.

Draft a new application form to be used for updating records in the HR Department.

GO ON TO THE NEXT PAGE


01237032/JANUARY 2014
-3-

APPLICATION FORM

(7 marks)

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01237032/JANUARY 2014
-4-

3. Letters are to be written to members of staff whose services will be retained. Rosemarie James
will be re-employed and is to be given new conditions of employment.

Explain FOUR actions that management should take to satisfy the conditions of employment at
the workplace.

Conditions of employment:

(i) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(iv) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(8 marks)

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01237032/JANUARY 2014
-5-

4. Both companies had major problems pertaining to their recruitment procedures. New procedures
would allow for the recruitment of qualified, knowledgeable and experienced staff that would
include the best from both companies.

Recommend FOUR recruitment procedures may be used to recruit the most competent persons
for the new company.

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________

(iv) _______________________________________________________________________

_______________________________________________________________________
(4 marks)

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-6-

5. Ramjeed and Davis Company Ltd. decides to hire a HR Clerk IV from the wider job market. This
person will be reporting to the HR Manager and responsible for two junior staff.

Draft a Job Description for the HR Clerk IV. Include THREE of the most important duties and
responsibilities for the Clerk IV position.

JOB DESCRIPTION

Job Summary:

Duties and Responsibilities:

(7 marks)

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01237032/JANUARY 2014
-7-

6. An experienced human resource personnel should know that disposing of waste materials safely,
providing clean and sufficient toilet facilities and enabling access to clean water throughout the
company contribute to a healthy environment.

State ONE action that management could take to ensure the health and safety of its employees in
EACH of the following situations:

(i) Disposing of waste materials

_______________________________________________________________________

_______________________________________________________________________
(1 mark)

(ii) Providing clean and sufficient toilet facilities

_______________________________________________________________________

_______________________________________________________________________
(1 mark)

(iii) Providing access to clean water

_______________________________________________________________________

_______________________________________________________________________
(1 mark)

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-8-

7. The managers of both companies admitted that they had problems with managing disciplinary
procedures. At times they acted too quickly by firing employees without thorough investigation.
They welcome any suggestions from the new HR Clerk IV.

(a)
Suggest to management FOUR ways they could discipline their employees, other than by
firing them.

(i) _________________________________________________________________

(ii) _________________________________________________________________

(iii) _________________________________________________________________

(iv) _________________________________________________________________
(4 marks)

(b) For any ONE of the suggestions made in (a) above, give ONE reason it is likely to succeed.

_______________________________________________________________________


_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(2 marks)

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01237032/JANUARY 2014
-9-

8. Both companies did not have a problem with staff retention and prided themselves on attracting
and maintaining staff by observing the best practice.

Indicate ONE way in which EACH of the following conditions may prevent staff turnover:

(i) Offering competitive salaries

_______________________________________________________________________

_______________________________________________________________________
(1 mark)

(ii) Providing good working conditions

_______________________________________________________________________

_______________________________________________________________________
(1 mark)

(iii) Offering training for staff

_______________________________________________________________________

_______________________________________________________________________
(1 mark)

(iv) Providing competitive fringe benefits

_______________________________________________________________________

_______________________________________________________________________
(1 mark)

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01237032/JANUARY 2014
- 10 -

9. Sam and Sue work with Ramjeed and Davis Company Ltd. Based on their qualifications, they
both applied for the vacant position of Chief Accountant. However, Sue is younger and has a
physical disability. She is being discouraged by her colleagues who try to present reasons that
someone of her age, gender, physical ability and other attributes will not get the job.

Advise Sue of THREE ways in which the Employment Act can protect her.

(i) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(3 marks)

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01237032/JANUARY 2014
- 11 -

10. Both companies expressed disappointment with the way in which workers performance was
evaluated. The new company plans to put in place an appropriate appraisal system which will
have workers completing annual performance evaluation, among other things.

What are FOUR consequences for staff, if annual performance appraisals are NOT completed and
done on time?

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________

(iv) _______________________________________________________________________

_______________________________________________________________________
(4 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237032/JANUARY 2014
TEST CODE 01237020
FORM TP 2014095 MAY/JUNE 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

27 MAY 2014 (a.m.)

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of SEVEN questions: THREE in SECTION I and FOUR in


SECTION II.

2. Answer ALL THREE questions in SECTION I and any THREE questions in


SECTION II.

3. Begin each answer on a new page in your answer booklet.

4. Number each answer correctly.

5. Use the blank form(s) supplied to prepare answers where necessary.

6. You may use a silent, non-programmable calculator.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2013 Caribbean Examinations Council


All rights reserved.
01237020/F 2014
-2-

SECTION I

Answer ALL questions in this section.

1. (a) Name TWO channels of oral communication. (2 marks)

(b) List THREE ways in which communication can flow in an organization. (3 marks)

(c) State the information that is obtained from EACH of the following reference sources:

(i) Thesaurus (1 mark)

(ii) Maps (1 mark)

(iii) Post office guide (1 mark)

(d) Superior Software Company Ltd of 20 Westmore Crescent, St Johns, Antigua, requires a
clerical assistant immediately.

As the senior clerk, you are given the following information to draft an advertisement for the
Sunday Herald.

• Interested persons may submit résumé on or before 31 May 2014, via email to
www.supesoftco.com, or by mail to: PO Box 101, 20 Westmore Crescent, St Johns,
ANTIGUA.

• We need an energetic, organized and technically-oriented person to perform general


office duties, word processing and spreadsheet software applications.

• Knowledge of basic accounts and a foreign language are necessary.

• Competence in oral and audio-visual communication would be an asset.

Draft the advertisement in your answer booklet, organizing it in an appropriate format, for
insertion in the Sunday Herald. (7 marks)

Total 15 marks

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01237020/F 2014
-3-

2. (a) List THREE statutory provisions which are designed for employee protection at the
workplace. (3 marks)

(b) State TWO factors that are used to determine the period for retaining records in the office.
(2 marks)

(c) List TWO duties of a records management clerk. (2 marks)

(d) Assume you are Collie Narine who resides at 17 Main Street, Santa Cruz, Trinidad. For the
past two years you have been working at Raja’s Auto Supplies Company at 8 Main Street in
Santa Cruz, Trinidad, as an accounting clerk. During the last couple of months, you have
applied to the University of the West Indies, Mona, Kingston, Jamaica, to pursue a degree
programme in Business Management. You have been accepted to begin your studies in
September. Write the letter of resignation you would send to your employer. (8 marks)

Total 15 marks

3. (a) State the meaning and function of a ‘tickler reminder system’. (2 marks)

(b) List THREE duties that a receptionist is required to perform on a daily basis. (3 marks)

(c) Ed Browne says he is attending the board meeting as an ‘ex officio’ member. Explain Ed’s
statement. (2 marks)

(d) (i) As a new employee in your organization, you notice that attendance at the monthly
departmental meetings has been decreasing. You suggest to your supervisor that the
following points can help to improve attendance:

• Being on time • Being prepared


• Having an agenda • Greeting/welcoming staff
• Maintaining focus

State how EACH of the points listed above could contribute to a successful meeting.
(5 marks)

(ii) Assume that you are a resident of Barbados and that you intend to travel to Antigua,
Jamaica and England during your upcoming vacation. You are informed that Antigua
shares the same time zone as Barbados, Jamaica is one hour behind Barbados while
England is five hours ahead of Barbados. If it is 5:30 p.m. in Barbados, what time
will it be on the 24-hour clock in the following countries?

a) Antigua (1 mark)

b) Jamaica (1 mark)

c) England (1 mark)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2014
-4-

SECTION II

Answer any THREE questions in this section.

4. (a) (i) List TWO specialized functions, other than maintaining confidentiality, which are
performed by the human resource clerk. (2 marks)

(ii) In the conduct of regular duties, the human resource clerk will have to ‘keep
information confidential’. Give TWO types of employee information that must be
kept confidential by the human resource clerk. (2 marks)

(b) Explain the importance of any TWO of the following concepts to the success of a business
entity:

• Collection of accounts
• Credit control
• Audit (2 marks)

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01237020/F 2014
-5-

(c) The following represents an appraisal for Ann Wisdom, who is employed in the Human
Resource Department at Superior Stationery Ltd, 6 Hope Avenue, St. Andrew.

Superior Stationery Ltd


6 Hope Avenue
St Andrew

APPRAISAL

Employee: Ann Wisdom Department: HR Supervisor: Oliver Hugh

Date of Hire: 2 Jan. 2013 Date of Last Review: 29 March 2013 Date of Review: 29 June 2013

Rating System:

4 = Excellent 3 = Good 2 = Satisfactory 1 = Needs Improvement

Description Rating Comment


Quality of work 1
Quantity of work 2
Attendance 3 A
Team spirit 4
Organizational skills 1
Job knowledge/expertise 2
Attitude 2

Overall Performance Rating: __________B________________________________________________

Areas of Strength: ___________________C________________________________________________

Areas that need Improvement: ________D_________________________________________________

Supervisor’s signature: _______________E_______________ Date: _____________F_____________

Employee’s signature _______________G_______________ Date: _____________H______________

(i) For EACH of the sections labelled A, B, C, D, E, F, G and H, write the likely responses
in your answer booklet which could complete the performance appraisal for Ann
Wisdom. (6 marks)

(ii) State THREE ways in which an appraisal serves as an effective tool in managing the
performance of an employee whose appraisal results are unsatisfactory. (3 marks)

Total 15 marks
GO ON TO THE NEXT PAGE
01237020/F 2014
-6-

5. (a) State TWO functions of the Procurement and Inventory Management Office. (2 marks)

(b) Explain the difference between a ‘standing order’ and a ‘letter of credit’. (4 marks)

(c) Assume you are the payroll clerk at Bujmars and Associates Ltd and that you are responsible
for preparing cash pay packets for weekly paid employees. In order for you to prepare the pay
packets, you must have the correct denominations. On the week ending Friday 30 May 2014,
the pay packets for weekly employees are as follows:

Name Net Pay Amount ($)

1. Sasha Thomas 2 010.25



2. Rajesh Maraj 2 400.75

3. Karla Burns 3 005.15

4. Paul Deans 1 490.30

On the forms provided as inserts:

(i) Prepare a Currency Memorandum for the employees by giving the highest currency at
all times possible. You must ensure that EACH employee gets at least ONE $500.00
note. (6 marks)

(ii) Prepare a Cash Summary for the National Commercial Bank at King Street,
Kingstown, for the amount to be paid to the employees. (3 marks)

Total 15 marks

GO ON TO THE NEXT PAGE


01237020/F 2014
-7-

6. (a) State TWO factors that can influence the procedures for purchasing goods and acquiring
services in the Procurement and Inventory Management Office. (2 marks)

(b) The Marketing, Sales and Customer Service Department is responsible for various duties in
the organization. Identify TWO duties of the clerk in EACH of the following offices:


(i)
Sales (2 marks)

(ii) Marketing (2 marks)



(c) (i) Use the form, given as an insert, to calculate and complete the stock card for Glow
Head Phones at AAA Company Ltd. (7 marks)

(ii)
Your company has decided to change from a manual recording system of stock control
to an electronic method. Most staff members are resisting this change. Outline TWO
ways in which the electronic method of stock control can benefit your organization.
(2 marks)

Total 15 marks

7. (a) State TWO functions of EACH of the following offices:

(i) Operations (2 marks)

(ii) Despatch (2 marks)



(b) Listed below are two documents used in the Operations, Despatch and Transport Department.
State the purpose of EACH document:

(i) Destination sheet (1 mark)

(ii) Advice note (1 mark)

GO ON TO THE NEXT PAGE


01237020/F 2014
-8-

(c) TMBT Enterprises is a newly established wholesale company which specializes in


manufacturing and exporting trendy men, women and children’s polo shirts globally. Frank
and James Enterprises, Port of Spain, Trinidad, issued the following order two weeks ago.

ORDER

TO: TMBT Enterprises


High Street
Greenfield
St Vincent 23 June 2014

Please supply the following: COD

QUANTITY DESCRIPTION UNIT PRICE

20 boxes Ladies’ polo (black and red) $210.00


10 boxes Men’s polo (green and brown) $250.00
5 boxes Boys’ polo (white only) $100.00
10 boxes Girls’ polo (pink and purple) $120.00

Order carries a 15% VAT charge on the subtotal

The goods are ready for shipment. Terms and conditions are stipulated as cash on delivery and
errors and omissions excepted.

Use the form, provided as an insert, to calculate and write the required information on
Invoice #7. Use today’s date. (9 marks)

Total 15 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237020/F 2014
TEST CODE 01237020
FORM TP 2014095 MAY/JUNE 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

5 (c) (i)
Question No. ....................... Candidate No. ............................................................

CURRENCY MEMORANDUM

NOTES COINS TOTAL


Name
$1 000 $500 $100 $50 $20 $10 $5 .50 .25 .10 .05 $

1. Sasha
Thomas

2. Rajesh
Maraj

3. Karla
Burns

4. Paul
Deans


TOTAL

TO BE ATTACHED TO YOUR ANSWER BOOKLET

01237020/F 2014
TEST CODE 01237020
FORM TP 2014095 MAY/JUNE 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

5 (c) (ii)
Question No. ....................... Candidate No. ............................................................

CASH SUMMARY

NATIONAL COMMERCIAL BANK


KING STREET
KINGSTON

____________ × 1000 = ____________

____________ × 500 = ____________

____________ × 100 = ____________

____________ × 50 = ____________

____________ × 20 = ____________

____________ × 10 = ____________

____________ × 5 = ____________

____________ × .50 = ____________

____________ × .25 = ____________

____________ × .10 = ____________

____________ × .05 = ____________

TOTAL AMOUNT $

TO BE ATTACHED TO YOUR ANSWER BOOKLET


01237020/F 2014
TEST CODE 01237020
FORM TP 2014095 MAY/JUNE 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

6 (c) (i)
Question No. ....................... Candidate No. ............................................................

STOCK CARD

DATE RECEIVED ISSUED BALANCE

1 June 5 boxes
2012 containing
100 per box

4 June 6 boxes containing 100


2012 per box – [Invoice # 391]
Supplier – Taylor &
Taylor Ltd.

5 June 4 boxes containing 100 per box


2012 Issued to the Accounts Department
[Requisition # 219]

7 June 3 boxes containing 100 per box


2012 Issued to the Human Resource Department
[Requisition # 220]

10 June 2 boxes containing 100 per box


2012 Issued to Sales Office
[Requisition # 221]

14 June 1 boxes containing 100 per box


2012 Issued to Sales Department
[Requisition # 223]

___ June Closing balance (last day of the month)


2013

TO BE ATTACHED TO YOUR ANSWER BOOKLET


01237020/F 2014
TEST CODE 01237020
FORM TP 2014095 MAY/JUNE 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

7 (c)
Question No. ....................... Candidate No. ............................................................

INVOICE

Invoice To: ____________________________ From: ___________________________

____________________________ ___________________________

____________________________ ___________________________

Date: ____________________________ Invoice No.: ___________________________

QUANTITY DESCRIPTION UNIT PRICE TOTAL

TO BE ATTACHED TO YOUR ANSWER BOOKLET

01237020/F 2014
TEST CODE 01237032
FORM TP 2014096 MAY/JUNE 2014

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of a CASE with EIGHT questions. Use the CASE to
answer the questions.

2. Answer ALL questions.

3. You MUST use this answer booklet when responding to the questions. For
EACH question, write your answer in the space indicated and return the
answer booklet at the end of the examination.

4. You are advised to take some time to read through the paper and plan your
answers.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2013 Caribbean Examinations Council


All rights reserved.

01237032/F 2014
-2-

Read the CASE and answer the EIGHT questions which follow.

CASE

The Economic Plunge

Marci and Marci Company Ltd, a large clothing company, has been operating in Georgetown, Guyana,
for the past fifteen years. Recently, the company experienced a significant drop in sales. This contributed
to the low profit returns of 45–60 per cent for the last two years.

After a review of Marci and Marci’s financial report for the period 2012–2013, the majority of the board
members, at the last Annual General Meeting, voted on the following three major changes to the company’s
operations:

• Downsizing the company to a small business


• Diversification of the company’s product – stop manufacturing clothing, and instead retail cellphones
and computer accessories which seem to be in high demand
• Change from the traditional to a modern office system

Following the decision made by the board of Marci and Marci, the company’s mission, vision and objectives
have to be changed to reflect its new perspective.

1. List THREE important points that should be considered in revising the company’s Mission
Statement to reflect its new perspective.

(i) _______________________________________________________________________

(ii) _______________________________________________________________________

(iii) _______________________________________________________________________
(3 marks)

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01237032/F 2014
-3-

Suggest THREE actions that Marci and Marci Company Ltd should take to effectively downsize
2.
the company to a small business.

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________
(3 marks)

3. A number of persons involved with the business are still uncertain about the decision of downsizing
from a large to a small business. As the senior clerk of the company, suggest to those persons
THREE advantages a small business may have compared to a large business.

(i) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(3 marks)

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01237032/F 2014
-4-

4. On 12 May 2014, Mr Perry Jackson, office manager, sent out the following note.

12 May 2014

Office Equipment

Ms Ramesh please note:

• Most of the traditional office equipment used in the general office are
obsolete and not properly maintained.

• Suitable and efficient equipment will be required for use in the modern
office.

Kindly make recommendations on the furniture and equipment you would want
to have in the new office.

Perry Jackson, Office Manager

Assume you are Ms Alice Ramesh, senior clerk of Marci and Marci Company Ltd. Write a memo,
on the form provided on page 5, to the office manager recommending THREE pieces of modern
equipment you would like ordered for the newly designed office. Suggest how the THREE pieces
of modern equipment recommended may be used in the newly designed office to enhance sales.

GO ON TO THE NEXT PAGE


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MEMORANDUM

TO: FROM:

DATE: SUBJECT:

(8 marks)

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5. (a) For the past five years you have worked as a junior clerk in a traditional office structure at
Marci and Marci Company Ltd. Soon, you will have to adapt to the modern office system.
To keep abreast with the changes, you decided to do some research on the modern office
system.

Give FOUR reasons why the modern office system would be better for Marci and Marci
Company Ltd to adapt in order to maintain efficiency in its new line of operation.

(i) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________

(ii) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________

(iii) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________

(iv) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________
(4 marks)

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01237032/F 2014
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(b) Marci and Marci Company Ltd is considering changing its structure from a traditional to
a modern office.

Based on the principles of ergonomics, suggest FOUR factors that Marci and Marci should
consider when designing its new office.

(i) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________

(ii) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________

(iii) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________

(iv) _________________________________________________________________

_________________________________________________________________

_________________________________________________________________
(4 marks)

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6. Considering that the company is diversifying its product line in order to meet customer demand,
suggest THREE activities that Marci and Marci Company Ltd could centralize in order to be more
efficient in its operations.

(i) _______________________________________________________________________

_______________________________________________________________________

(ii) _______________________________________________________________________

_______________________________________________________________________

(iii) _______________________________________________________________________

_______________________________________________________________________
(3 marks)

7. The management of Marci and Marci Company Ltd has asked the office administrator for an
updated review of the duties of its junior office clerks.

In the space provided on page 9, draft a Job Description outlining FOUR duties of a Level 1 Junior
Office Clerk, who is presently receiving a salary of $1,200 monthly.

GO ON TO THE NEXT PAGE


01237032/F 2014
-9-

JOB DESCRIPTION

Job Title:

Grade:

Department:

Responsible to:

Salary:

Job summary:

Duties and responsibilities:

1.

2.

3.

4.


(8 marks)

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8. (a) Due to the downsizing of Marci and Marci Company Ltd, some of the office clerks will
be made redundant. In order to gain a fair opportunity for re-employment at the company,
the board has asked the human resource officer to advertise the position of ‘office clerks’
internally.

Draft an internal advertisement to be posted on the notice board. The advertisement should
include:

• Two attributes of office workers
• Two skills that office workers should possess

ADVERTISEMENT



(8 marks)

GO ON TO THE NEXT PAGE


01237032/F 2014
- 11 -

(b) Four employees have applied for the office clerk position. Two of the employees were
shortlisted and interviewed. At the interview, the HR officer asked one of the interviewees
to suggest ways in which good human relationships can contribute to fulfilling the
company’s mission.

For EACH of the roles shown below, suggest ONE way in which a good relationship
among staff can improve productivity at Marci and Marci Company Ltd.

Supervisor:
____________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

Colleagues:
____________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

External customers:
______________________________________________________

_______________________________________________________________________

_______________________________________________________________________
(6 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

01237032/F 2014
TEST CODE 01237020
FORM TP 2015095 MAY/JUNE 2015

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 02 – General Proficiency

2 hours

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. This paper consists of SEVEN questions: THREE in SECTION I and FOUR in


SECTION II.

2. Answer ALL THREE questions in SECTION I and any THREE questions in


SECTION II.

3. Write your answers in the spaces provided in this answer booklet.

4. Number each answer correctly.

5. DO NOT write in the margins.

6. You may use a silent, non-programmable calculator to answer questions.

7. If you need to rewrite any answer and there is not enough space to do so on the
original page, you must use the extra lined page(s) provided at the back of this booklet.
Remember to draw a line through your original answer.

8. If you use the extra page(s) you MUST write the question number clearly in the
box provided at the top of the extra page(s) and, where relevant, include the
question part beside the answer.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2014 Caribbean Examinations Council


All rights reserved.
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SECTION I

Answer ALL questions in this section.

1. (a) Computer literacy and proficiency in the use of productivity tools and office equipment are
essential skills for office workers.

Differentiate between:

(i) Computer literacy and productivity tools

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................
(2 marks)

(ii) Collating and addressing machines

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................
(2 marks)

(b) Speed dialling and electronic top-up are two services that a telephone company provides.
Describe the features of EACH of these services.

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(4 marks)
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(c) our friend Eric Luwis has seen a job vacancy for a receptionist at a five-star hotel in town.
Y
He feels that the job would be ideal for him as it satisfies his personal taste; the ‘image of the
firm’ also appeals to him.

ompose TWO questions EACH on ‘personal taste’ and the ‘image of the firm’ that Eric
C
should consider before applying for the job.


....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(4 marks)

(d) Your colleague who works as a clerk in the human resource (HR) department had to attend to
urgent personal matters overseas. As the data entry clerk, you were deployed to her desk but
without any information as to what the position entails.

(i) Suggest ONE duty not performed in the data entry position which would be required
in the HR clerk’s position.

.......................................................................................................................................

.......................................................................................................................................
(1 mark)

(ii) Explain ONE way in which a job description for the HR clerk’s position could assist
the data entry clerk to perform her ‘new’ role effectively.

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................
(2 marks)

Total 15 marks
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2. (a) List THREE characteristics of an effective records management system.

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(3 marks)

(b) (i) Explain the meaning of the term ‘defamation’ as it relates to legal issues.

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................
(2 marks)

(ii) Infringement of copyright is the act of reproducing or imitating other persons’ ideas
or inventions without permission.

State TWO examples of works that may be copied by unauthorized persons.

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................
(2 marks)

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(c) Sam works as the records and information manager in the computer department of a large
company. He reads the following extract on the minute sheet from his assistant.

* Ten laptops purchased for supervisors over the last calendar year cannot be
accounted for.

** Reports were not submitted on a timely basis by two supervisors over the last three
months.

Draft a follow-up comment that Sam could write on the minute sheet to ensure that appropriate
action is taken to address the matters in the extract.

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(2 marks)

(d) You work in a large government ministry which is in the process of transferring information
from filing cabinets to an electronic database.

(i) Outline FOUR precautionary measures that should be considered in moving from a
manual to an electronic mode of information management.

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................
(4 marks)

(ii) Explain ONE benefit to the organization if computers rather than filing cabinets are
used.

.......................................................................................................................................

.......................................................................................................................................
(2 marks)

Total 15 marks
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3. (a) Identify THREE records that may be regarded as corporate records.

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(3 marks)

(b) State ONE legal requirement for holding statutory meetings.

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(2 marks)

(c) State TWO pieces of information that are usually found on an e-ticket for a flight.

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(2 marks)

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(d) Kerry Lindo, the administrative assistant, was given instructions by the principal of Quality
Academy to prepare a notice of meeting. All senior teachers must be informed that the staff
meeting of the academy will be held in the boardroom on 28 August 2015 at 10:00 a.m.

Based on the information given, write the notice the administrative assistant would place on
the staff notice board.

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(4 marks)

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(e)
A curriculum officer is going on a tour of educational facilities in a country which is affected
by yellow fever. He needs to obtain a visa and health certificate.

Explain why it is necessary to obtain EACH of the documents mentioned above for use on the
trip.

Visa: ..........................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

Health Certificate: .....................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
(4 marks)

Total 15 marks

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SECTION II

Answer any THREE questions in this section.

4. (a) Two of the functions of the HR management office are as follows:

• Recruitment
• Induction

Identify ONE task that must be performed for EACH of the above mentioned HR management
functions. (2 marks)

Recruitment: ..............................................................................................................................

....................................................................................................................................................

Induction: ...................................................................................................................................

....................................................................................................................................................

(b) State TWO types of leave, other than vacation leave, for which an employee could request
time off from work. (2 marks)

....................................................................................................................................................

....................................................................................................................................................

(c) Give TWO external factors that contribute to employee turnover. (2 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

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(d) (i) On 4 April 2015, Media Services Ltd, 10 Georgetown Drive, Guyana, purchased the
following items from Best Buy Co. Ltd, 17 Parkway Drive, Guyana.

• 10 memory sticks, 8 GB @ $750 each


• 15 packs HP deskjet ink cartridges @ $500 each
• 20 boxes of A4 paper @ $100 each

The terms of sale offered by Best Buy Co. Ltd are 10% trade discount and a cash
discount of 5% if the net amount is paid within 10 days.

Use the invoice below to complete the sales transaction. (7 marks)

INVOICE
Invoice #:100

BEST BUY CO. LTD


17 Parkway Drive
GUYANA
Telephone: 867 123 4567

Media Services Ltd Terms: 5%/10/N30


10 Georgetown Drive
GUYANA 4 April 2015

To supply:

QUANTITY DESCRIPTION UNIT PRICE TOTAL

(ii) If the debt is settled within 10 days, calculate the amount that Media Services Ltd
would be required to pay. (Show all working.) (2 marks)

Total 15 marks

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5. (a) Explain the meaning of the term ‘just-in-time’ as it relates to inventory management.
(2 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

(b) State TWO disadvantages of having too much stock. (2 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

(c) State TWO functions of the marketing office. (2 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

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(d) (i) Pete Danvers, a clerk in the procurement and inventory management department, was
asked to order the following items from Mathews Co. Ltd, 17 Pear Drive, Antigua.

• 5 dozen #2 HB pencils @ $20 per dozen


• 2 boxes letter size envelopes @ $25 per box
• 10 reams legal size paper @ $50 per ream
• 3 packs sarasa 0.7 black ink pens @ $30 per pack

Complete the purchase order using the form provided below. (7 marks)

PURCHASE ORDER
Order No. 101

To: ............................................................................ Date: ........................................

Address: ...............................................................................................................................................

...............................................................................................................................................

...............................................................................................................................................

Please supply the following:

QUANTITY DESCRIPTION UNIT PRICE TOTAL

TOTAL

..................................................................
Prepared by

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(ii) What action should Pete Danvers take if the paper delivered was the wrong size?
(2 marks)

.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................

Total 15 marks

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NOTHING HAS BEEN OMITTED.

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6. (a) List FOUR functions of the corporate communications clerk. (4 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

(b) Identify TWO tasks that the customer service clerk should perform in assisting with the
maintenance of a website. (2 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

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(c) Mr Charleston, an angry customer, storms into Murrell Motors and the following conversation
takes place between him and the customer service clerk.

Customer Service Clerk: Good morning Mr Charleston. May I help you?

Mr Charleston: This is nonsense! This is the second time in two months I’m in
here with this car. It’s just two months old! You people don’t
seem to know what you’re doing! A new car and it needs a part
already! I was promised that someone would call me when the
part came in and not a word have I heard from anyone!

Customer Service Clerk: Mr Charleston there’s no need for you to behave like that.
After all it’s only a car. Besides we’ve been busy with other
customers, and I have no idea when that part will be in. You’ll
just have to wait.

Mr Charleston: What! The customer service in this place stinks! I demand to


see the brand manager. I want my money back now! I’ll never
do business with this company again!


(i) Identify THREE rules of good customer service relations which the customer service
clerk at Murrell Motors failed to observe. (3 marks)

.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................


.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................

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(ii)
State THREE ways in which such actions will affect the company, if this clerk
continues to deal with customers in the same manner Mr Charleston was treated.
(3 marks)

.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................


.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................

(iii) Instead of removing the clerk from the job (firing), what THREE actions could the
company take to improve this clerk’s handling of customers? (3 marks)

.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................

.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................

Total 15 marks

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7. (a) List THREE duties of the clerk in a despatch office. (3 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

(b) Identify THREE items of information, apart from the price or price list, that may be found in
a catalogue. (3 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

(c) The following is an extract of an advice note.

ADVICE NOTE

OFFICE OUTFITS
24 Baldwin Avenue
Newport
St John’s
ANTIGUA

Advice Note #: AN73192 Date: June 08, 2014

TO: FTC BUSINESS INSTITUTE Order No. 18098


#18, 8th Avenue Dated: October 02, 2014
Bellevue, St Michael Terms: 4.5% 7 days
BARBADOS
(1) 3% 21 days
(2) Otherwise net
Despatch details
1 carton
Air 6/10/14

uggest TWO actions that the seller could take if the goods are not despatched to the customer
S
by 6/10/14. (2 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................
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(d) The owner of FTC Business Institute wants to get some information from a supplier about
products for his business, and is advised to use an enquiry. Advise him of

(i) ONE benefit he could gain by using an enquiry to get information from suppliers
(2 marks)

.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................

(ii) the next step to take in the purchasing procedures after deciding on the supplier.
(1 mark)

.......................................................................................................................................


.......................................................................................................................................

.......................................................................................................................................

(e) You are assigned the responsibility of maintaining a mailing list for the sales department at
Yoo Toob IT Resources Inc. A most valued customer handed you a letter, complaining of not
receiving any correspondence from the company since moving to her new address.

Suggest TWO ways the company could maintain its mailing list to communicate effectively
with customers. (4 marks)

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

....................................................................................................................................................

Total 15 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

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EXTRA SPACE

If you use this extra page, you MUST write the question number clearly in the box provided.

Question No.

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

...........................................................................................................................................................................

01237020/F 2015
*0123702022*
0123702022
TEST CODE 01237032
FORM TP 2015096 MAY/JUNE 2015

CARIBBEAN E XAM I NAT I O N S COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®


EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. You MUST use this answer booklet when responding to the questions. For EACH
question, write your answer in the space provided and return the answer booklet at
the end of the examination.

2. Use the CASE STUDY to answer the questions.

3. Do NOT write in the margins.

4. You are advised to take some time to read through the paper and plan your answers.

5. You may use a silent, non-programmable calculator to answer questions.

6. If you need to rewrite any answer and there is not enough space to do so on the
original page, you must use the extra lined page(s) provided at the back of this
booklet. Remember to draw a line through your original answer.

7. If you use the extra page(s) you MUST write the question number clearly in the
box provided at the top of the extra page(s) and, where relevant, include the
question part beside the answer.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2014 Caribbean Examinations Council


All rights reserved.

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

CASE STUDY

‘Cheques’ and Balances

Harlington’s Business College is an offshore educational institution in Hamilton, Bermuda. The college
has been experiencing some challenges with significant errors and omissions in its accounting records and
documents over the last two years. Despite all of this, they continued to make a sizable profit. Normally,
the duties of the accounts clerk at the college would include receiving payments from students, making
out cheques to suppliers, preparing wages for some employees, among other things.

You are Halle Marson, hired with good references specifically for the department, and with the task of
assisting with efforts to correct some of the problems mentioned. On this assignment, you worked very
closely with the accountant, Shaun Andrews. You will be expected to deal with incomplete documents,
identify errors and make recommendations as necessary.

1. When checking the payroll for August 2014, you realized that no wages sheet was prepared for
the week ending 19 August 2014, resulting in no payment for national insurance. Note that each
employee works a 40-hour week and receives a basic pay of $550 per week. You are required to
use the following information to complete the wages sheet on page 3.

• Overtime – paid at a rate of $45 per hour.


• National insurance – calculated at 10% of gross wages.
• Income tax – calculated at 17.5% of gross wages.
• Pension – calculated as 5% of gross wages.

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PAYROLL NUMBER


50
40

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TUTOR

GALE T.
NAME OF

REIFER W.
HOURS WORKED

Space for calculations


51
40
OVERTIME HOURS

BASIC PAY

550
550
OVERTIME PAY
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WAGES SHEET

GROSS WAGES
for 15–19 August 2014

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Harlington’s Business College

NATIONAL INSURANCE

INCOME TAX

PENSION

TOTAL DEDUCTIONS

NET WAGES

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2. Shaun was asked to secure $150 000 from the profits of Harlington’s Business College to open
an account to assist financially challenged students in paying for their core areas.

(a) Give TWO reasons why Shaun would want to open a savings account rather than a current
account.


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................
(2 marks)

(b) Shaun was considering depositing $150 000 into the central bank instead of a commercial
bank.

Suggest TWO reasons why this decision would NOT be a wise one.


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................
(2 marks)

(c) On reading some information from a brochure on the operations of a credit union,
Shaun is further contemplating whether to open an account at the credit union.

Outline THREE benefits the college would experience if Shaun decides to deposit the
money in the credit union.


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................
(3 marks)
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(d) During the financial year, Shaun receives a tangible donation of US $20 000 from past
students to assist financially challenged students. He wishes to use the service of a bureau
of exchange/cambio.

Explain ONE reason for Shaun’s decision to utilize a bureau of exchange/cambio.


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................


.............................................................................................................................................
(2 marks)

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3. (a) Halle was assigned the task of checking through the batch of dishonoured cheques as there
were quite a few of these for which payments were refused.

Give FOUR suggestions Halle could provide as reasons for the dishonoured cheques.

(i) ..............................................................................................................................

..............................................................................................................................

(ii) ..............................................................................................................................

..............................................................................................................................

(iii) ..............................................................................................................................

..............................................................................................................................

(iv) ..............................................................................................................................

..............................................................................................................................
(4 marks)

(b) Assume you are Shaun Andrews, complete the cheque below (including the stub/counterfoil)
for the amount of $1 500 to be paid to MOJ Publishers for a set of books purchased for
the college’s library. Use the current date.

Date _____________ First Bankers


Hamilton, Bermuda
To _____________
_____________________
Pay to the
order of ___________________________________ $______________

Total _____________ ____________________________________________________/100 dollars

This
Cheque ___________ ____________________

_________________ 237 6 650 911


(6 marks)

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4. In checking through documents, Halle discovered that the current petty cash system was not being
properly used, nor was the book correctly written up and, as a result, a few cheques were found
written for amounts as little as $7. To prevent these problems from continuing, Halle has the task
of getting the petty cash system operating correctly again.

Use the petty cash form provided below to

(a) correct any errors identified (2 marks)

(b) balance the account and show the amount to restore the imprest. (6 marks)

Show all working under the table.

Petty Cash Book


Dr Cr

Cash Date Details VOU Totals Postage Travel Stationery Sundries


Received No.

$ 2015 $ $ $ $ $


200 00 May 1 Cash

May 5 1 get well card 8 65 8 65

May 6 1 ream A4 paper 12 45 12 45

May 14 Stamps 11 00

May 22 1 printer cartridge 78 83 78 83

Total for
the month

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5. To improve the department’s performance, the accountant, Shaun Andrews, considered ordering
some up-to-date accounting software. Before ordering, he wanted to be assured of ways in which
the department could improve efficiency from using such software.

Outline THREE benefits the department would experience if management implemented the
up-to-date accounting software.

(i) .............................................................................................................................................

.............................................................................................................................................

(ii) .............................................................................................................................................

.............................................................................................................................................

(iii) .............................................................................................................................................

.............................................................................................................................................
(3 marks)

6. Halle has discovered that Harlington’s Business College often stores large sums of cash on the
compound and this increases the chances of robbery and theft.

Recommend THREE approaches that the college should take in safeguarding the collection and
storage of cash.

(i) .............................................................................................................................................

.............................................................................................................................................

.............................................................................................................................................

.............................................................................................................................................

(ii) .............................................................................................................................................

.............................................................................................................................................

.............................................................................................................................................

.............................................................................................................................................

(iii) .............................................................................................................................................

.............................................................................................................................................

.............................................................................................................................................

.............................................................................................................................................
(6 marks)

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7. The following is an extract of the cash book and bank statement of Harlington’s Business College
for the month of May 2014.

Cash Book (Bank columns only)

Date Particulars Folio Bank Date Particulars Folio Bank

2014 2014

01 May Balance b/d 1 500 06 May D. Platt 50

06 May R. Ray 200 06 May Watermount 10

18 May B. Gray 100 09 May E. Reddie 60

30 May C. Chung 700 20 May Drawings 500

31 May Balance c/d 1 880

2 500 2 500

01 June Balance b/d 1 880

Bank Statement

Date Particulars Debit (Dr) Credit (Cr) Balance


$ $

2014

01 May Balance b/d 1 500

06 May Cash 50 1 450

06 May Cash 10 1 440

06 May Cheque deposit 200 1 640

09 May Cheque # 070 60 1 580

15 May Insurance: Standing order 100 1 480

18 May Cash deposit 100 1 580

20 May Cheque # 071 500 1 080

23 May Loan payment: Standing order 120 960

31 May Salary 1 500 2 460

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(a) Prepare the updated cash book and a bank reconciliation statement for the college, starting
with the cash book balance.

Harlington’s Business College


Updated Cash Book

Date Particulars Folio $ Date Particulars Folio $

Harlington’s Business College


Bank Reconciliation Statement

$ $

(4 marks)

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(b) Based on the information provided in the cash book and bank statement shown on
page 9, suggest TWO reasons why the accountant would want to reconcile the cash book
of Harlington’s Business College with the bank statement.

(i) ..............................................................................................................................

..............................................................................................................................

..............................................................................................................................

(ii) ..............................................................................................................................

..............................................................................................................................

..............................................................................................................................
(2 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.

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