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FORM TP 2016019 JANUARY 20I6
CARIBBEAN EXAMINATIONS COUNCIL
CARIBBEAN SECONDARY EDUCATION CERTIFICATE@
EXAMINATION
OFFICE ADMINISTRATION
Paper 02 - General proficiency

2 hours

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

l. This paper consists of SEVEN quesrions: 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 correctlv.

5. Do NOT write in the margins.

6. You may use a silent, non-programmable calculator to answer questions.

7. lf you to rewrite any answer and there is not enough space to do so on the
need
original page, you must use the extra lined page(s) provided at the
backofthis 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, wherc relevant, include the
question part beside the answer.

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

Copyright @ 20 l4 Caribbean Examinations Council

All rights reserved.

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SECTION I !r=:
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Answer ALL questions in this section' ::.:i.\
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l. (a) (i) State TwO ofnce support functions ofthe centralized office'
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(ii) State TWO disadvantages ofusing the centralized ofnce system' FE

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(b) An organization is structured according to levels of staff. Describe EACH ofthe following
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( ii) Assistant
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(c) Reid and co. Ltd just started

irs operations and had to decide on the type of office rayout
to
implement. The company implemented the tmditional office layout.

SuggestTHREE ways in which the traditionaloffice layout courd promore

effective monitoring
and supervision at the company.

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(d) Explain how the effectiveness of an organization can be increased through the following
electron ic channels of communicarron:

(i) Telecommuting

( ii) Telemarketing

(4 marks)

Total 15 marks

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^, (a) Suggest TWo cultures that are observed in EACH of the following: i.ti
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(i) A school
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( ii) A business organization Irt
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(4 marks)
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(b) State ONE characteristic of EAcH of the following information management data systems: 1,.:.:::r:
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(i) Batch processing f-.-..:
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( ii) Data input

( iii) Archiving

(3 marks)

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(c) Sienna Hepbum, who lives at 24 Highfield Close, Kingston 6, Jamaica, applied to Myers
and Mason Manufacturing Co., I 6 Kranston Avenue, Kingston I 0, Jamaica, for the
position ofaccounts clerk. The Fnst was advertised in the Jamaica Daily Gtobe on Sunday
2 lanuary 2016. In her excitement, Sienna mailed the application immediately to Mr Richard
Richmond, the human resource manager. It is now three weeks and she has liad no response.

Assume you are Sienna Hepbum, write a letter to the organization enquiring about the progress
ofthe application.

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(E marks)

Total l5 mrrks

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3. (a) State the function of EACH of the following:

(i) A tickler file

An out sheet

( iii) A card indicator

(3 marks)

(b) state FouR ways in which a receptionist can maintain positive interpersonal relationships
between an organization and the public.

(4 marks)

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Medical Complex She
(c.) Kathryn Ramlal was recently employed as a reception^ist at-Grey's
the following aPpointments made for 4 January 2016'
*u. urk"d to
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4 Jan 2016 APPOINTMENT BOOK
Time First Name Last Name Telephone No. Doctor

Ian McGregor 242-2240 Ian Green

9:00
l0:40 Sonia Brown 383-r2'l Ian Green

I l:00

l2:00 Janet Ha\4'thorn 243-t414 Michelle White

I :45 Geraldine Thompson 383- l 7 l9 M ichelle White

The nurse in charge asked Kathryn to reschedule all these appointments to I I January 20 | 6;
rescheduling all the moming appointments for the aftemoon session, and the aftemoon for
the mominj session. The reason given was that Dr Michelle White would not be available
in the aftemoon session on 4 January and Dr Green agreed to switch times with her on
I I January. Dr Creen also made his appointments in error, as his office will be closed on
4 January.

(i) Rescheduling the appointments can cause negative feelings between the nurse and
clients.

Recommend FOUR suitable ways in which the nurse could communicate the changes
to the clients to resolve the rescheduling problem satisfactorily.

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( ii) On the appointment sheet provided on page ll, reschedule the appointments made
for I I January 20 l6 as outlined in the scenario. (4 marks)

Total 15 marks

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Appointment Book for Question 3 (c) (ii)

APPOINTMENT BOOK

Grey's Medical Complex

Date:

Time First Nsme Last Narne Telephone No. Doctor

9:00

9:30

l0:00

l0:30

l0:40

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ll:30

l2:00

l2:30

l:00

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2:00

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SECTION II

Answer any THREE questions in this secrion'

(a) (i) Define the terms'quorum'and'ad hoc'as they relate to meetings'

Quorum

Ad hoc

(2 marks)

(ii) State TWO protocols that are followed during meetings.

(2 marks)

(iii) ldentif, TWO duties to be performed by the secretary before the meeting date.

(2 marks)

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(b) Sash.anna Alexander won a trip toTrinidad and robago for being
the most outstanding customer
service employee at Moulton car Rentar Ltd. The company made a tentative
booklng for her
to stay at a five-star hoter and offered to pay all expenses for the trip including the
airlare and
a rental car. She was allowed US$3,000 spending money in traveller's cheques.

(i) Sashanna decides to take her trip at the beginning of February and has just a short
time in which to make the final anangements. The company had done most ofthe
planning but she now has to complete the final arrangemenrs.

using the information provided above, prepare a checkrist of FlvE ourstandins

actions that Sashanna must take to complete her travel arrangements.

(5 marks)

( ii) Assume you are Sashanna, share FOUR experiences you had which show the benefits
of using the traveller's cheques while on your trip.

(4 marks)
Total 15 marks
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State TWO roles of the procurement omce.

(2 marks)

(b) Give the meaning of EACH of the following terms:

Cos! insurance and freight (ClF)

Frce on board (FOB)

(4 marks)

(c) David Kingsley is the payroll clerk at Brydson & Sons Co. Ltd. He is responsible for the
payroll of three employees. The monthly payroll for these staff members is as follows:

Juliett Butler $E,ss0

Gamey Green $r0,000
Beverly Williams $9,840

(i) David has to prepare a culrency memorandum for the three employees. Each
employee must receive l0 five-hundred dollar bills. The remaining amounts should
be paid using the next highest denominations. Complete the form pmvided below
to show the disbursement ofcash to these employees.

Currcncy Memoraodum

Name $500 $r00 $50 $20 sl0 Total Cash

Juliett Butler l0 s8,ss0

Gamey Creen l0 $ 10,000

Beverly Williams l0 $9,840

TOTAL 30
(5 marks)

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(ii) Complete the cash summary sheet below to b€ taken to the bank to withdraw the exact
amount ofcash needed to pay employees.

Cash Summary Sheet

No. of Notes Notcs ($) Total Cash ($)

500
100
50
20
l0
Total
(4 marks)

Total 15 marks

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6. (a) State TWO duties that a clerk in the customer services department is required to perform.

(2 marks)

(b) One ofthe functions ofthe transport office is to collect relevant documents from the despatch
office.

(i) Identifo TWO ofthose documents other than the destination sheet.

(2 marks)

(ii) Explain the purpose ofa destination sheet.

(2 merks)

(c) (i) Bujmar Manufacturing Co. Ltd created a line of sportswear for the l0O-strong
Caribbean track team to the Olympics, with colours that reflect the spirit and pride of
Caribbean people.

As the marketing clerk, compose an advenising gimmick, not exceeding 25 words,

that reflects the spirit and pride ofthe Caribbean and its people.

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( ii) Create a brand name that represents the Caribbean and its people for the line of
spoftswear.

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(iii) What THREE precautions could Bujmar Manufacturing Co. Ltd put in place to ensure
ofthe sportswear to the team's headquarten?
the safe movement

(3 narks)

Totrl 15 marks

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7. (a) State THREE items of information that are found on a customs form.

(3 marks)

(b) List THREE key responsibilities ofthe operations office.

(3 marks)

(c) (i) The following information was sent from Superior Ofhce Supplies, l0 Duke Slreet,
St John's, Antigua, to Mr Richard Dillard, lA Barbuda Crescent, St John's, Antigua.

Date: 2 January 2016 Invoice No. 50

Order No. ll Delivered by company truck

To supply: 3 four-drawer filing cabinets at $800 each

6 ergonomic office chairs at $300 each
Lessl2 t/zYo quantity discount
Add I5%VAT

E&OE

Use the form prcvided on page 19 to complete the invoice. (7 marks)

(ii) What would be the consequence if the term 'E & OE'was omitted from the invoice?

(2 marks)

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Form for Question 7 (c) (i)

INVOICE

No.

To: Date:

Order No.:

Delivered by:

Quantity Description Unit Price ($) Total ($)

l2 % o/o quanliry discount

l5% vAT
TOTAL
E&OE

Total 15 marks

END OFTEST

IFYOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORT( ON THIS TEST.

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EXTRA SPACE

If you use this extra page, you MUST write the quBtion number clearly in the box provided.

Question No.

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EXTRASPACE

If you use this extra prge, you MUST write the question number clearly in the box provided.

Question No. |
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If you use thb extra page, you MUST write the question number clearly in the box provided.

Question No.

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