CARRIBEAN EXAMINATION

COUNCIL
SCHOOL BASED ASSESSMENT
[S.B.A]

Candidate Name: Renecia Lawrence

Registration Number: 1006120952
Name of School: Belmont Academy
Subject: Office Administration
Centre Number: 100612
Name of Teacher: Mrs. Stone
Territory: Jamaica
Year: 2019
Title: An investigation into the communication services offered by telecommunication provider
Digicel

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 Table of Contents

Title Pages
Acknowledgement…………………………………………………….. 3
Introduction……………………………………………………………... 4

Criteria 1- Presentation
Title of Project………………………………………………………….. 5
Aims…………………………………………………………………….. 6
Functions of the office………………………………………………….. 7
Letter of Correspondents……………………………………………….. 9

Criteria 2- Gathering Data

Methodology……………………………………………………………. 10
Questionnaire…………………………………………………………… 11
Interview Questions…………………………………………………….. 13
Schedule of Activities…………………………………………………... 15
Regulations ……………………………………………………………... 18

Criteria 3- Presentation
Report…………………………………………………………………… 19
Office equipment………………………………………………………... 24
Bibliography…………………………………………………………….. 25

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 Acknowledgement

The researcher would like to thank God for giving her the strength to do this investigation. The

researcher would also like to thank Mrs. Stone for guiding her through the guidelines to do the

investigation. The researcher would like to thank her parents and friends for providing the

resources and support to do this SBA.

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 Introduction

This School Based Assessment (S.B.A) is an investigation into the communication services

offered by telecommunication providers at Digicel. The aims of this investigation were to

outline the communication services offered by telecommunication provider Digicel and to

identify the barriers that exist with the telephone services offered. The Digicel organization was

chosen for this investigation because it was easily accessible.

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 Title

An investigation into the communication services offered by telecommunication providers

Digicel.

5
 Aims

1. The researcher seeks to outline the communication services offered by

telecommunication providers at Digicel.

2. Identify the barriers that exist with the telephone services offered.

6
 Functions of the Office

1. Collecting Data: Raw facts and figures, on computer organized in bits, bytes, fields,

records and databases. It is important to collect data is because this information for the

planning, organizing and smooth running of the business and to meet customers’

demands.

2. Processing Data: Data is processed manually or electronically into information so that

related data can be used by managers and supervisors in decision-making, examples;

updating charts, making entries in diaries and filling out forms.

3. Preserving Information: So that documents can be stored safely in filing cabinets or on

drives for future reference, and be retrieved quickly by authorized personnel when

required.

4. Disseminating Information: To authorized personnel from inside and outside sources,

example; the mail room clerk distributes the mail, the filing department loans files to

other departments and office staff members give information to public, suppliers,

employees and customers.

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5. Dealing with financial matters, stock and control methods: Keeping books of accounts,

records, the payroll and wages register; collecting debts; ordering equipment and

materials; controlling stock and maintaining the security of the plant, vehicles,

equipment, furniture, materials and employees.

6. Organizing an efficient staff: Recruiting, training and placing staff; allocating workload

according to post; negotiating with trade unions and dealing with employee’s problems.

7. Fulfilling organizational and legal obligations: Carrying out policies and decisions and

observing statutory laws.

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 Correspondence

Mt. Airy District

Bluefields P.O
Westmoreland

October 25 2018
Manager
Great George’s Street
Savanna la mar
Westmoreland

Dear Sir/Madam,
Re: Permission to conduct research.
My name is Renecia Lawrence. I attend the Belmont Academy. I am currently in 4th form and I
will be sitting the Office Administration Caribbean Secondary Education Certificate (CSEC). I
am doing my School Based Assessment (SBA) and I would like to conduct my research at your
organization. I am asking for your permission to carry out interviews and hand out
questionnaires to staff members, so that I can collect enough information to complete my
research.

The topic of my research is an investigation into the services offered by telecommunication

providers and also the barriers that exist with the telephone services offered. Thank you in
advance for extending your kind courtesies to me. I can be contacted at (876) 278-2232 if you
have any questions.

Your sincerely
R. Lawrence
Renecia Lawrence

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 Methodology

The researcher chose to conduct research into the telecommunication department at Digicel using

questionnaires and interviews.

A questionnaire is a set of printed or written questions with a choice of answers, devised for the

purposes of a survey. The questionnaire contained ten (10) questions which were handed out to

the employees. Questionnaires were chosen because adequate information can be obtained from

them and it is also time efficient. Workers can answer in their own time.

An interview is a meeting of people face to face to receive valuable information on a topic. The

researcher also conducted interviews with customer care representatives in the organization.

Interviews are very essential because you gather a lot more information on a one and one basis,

and the interviewer is able to ask follow-up questions to gain clarity.

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 Questionnaires
1. Age

☐ 21-24 ☐ 25-29 ☐ 30-34 ☐ 34-50

2. How long have you been employed in the organization?

☐ 0-11 months ☐ 1-5 years ☐6-10 years ☐ over 10 years

3. What position do you occupy in the organization?

______________________________________________________________________________

______________________________________________________________________________

4. Tick the services that your telephone company provides:

☐ Speed dialing ☐ call forwarding ☐ voice over internet protocol ☐ caller ID

5. Is a conference call relevant in this technology age? If yes state why.

☐ Yes ☐ no ☐ sometimes
______________________________________________________________________________

______________________________________________________________________________

6. Which of the following communication media gives a better feedback?

☐ Written ☐ oral ☐ directional ☐ visual

7. Which of the following is utilized more to make every day calls?

☐ Data services ☐ mobile services ☐ landline services

8. Which of the following channels of communication is in your organization?

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☐ Oral communication ☐ written communication ☐ electronic communication ☐ visual
communication
9. Are all calls recorded by your organization? If yes state why.

☐ Yes ☐ no
______________________________________________________________________________

______________________________________________________________________________

10. What are some of the incentives given to loyal customers?

☐ Free credit ☐ unlimited data service ☐ free WhatsApp messages ☐ unlimited calls
If you selected all of the above, how do you determine who is a loyal customer?
______________________________________________________________________________

_____________________________________________________________________________________

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 Interview Questions

1. What are your biggest challenges working in the telecommunication department?

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

2. What are some of the reasons you would communicate with your manager/supervisor?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

3. Why is the type of communication medium that is used suitable?

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

4. What are some of the regulations that governs your company?

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
_______________________________________________________________________

5. What types of policies are in place for worker protection?

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

6. Are the communication strategies that are exercised by the organization suitable for the
workers who carry out such task?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

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 7. Are there any difficulties when workers are becoming oriented with the
telecommunication policies?
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________________________________________________________________________

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 Schedule of Activities
Date Activity Comments
September 10, 2018 Went to the Digicel The manager said that he

organization to drop off letter. would call at a later date to

confirm.

September 14, 2018 Received the call from the The manager read the letter

manager at Digicel. thoroughly and confirmed

that I could conduct my

research.

September 17, 2018 Went to the organization to The staff members accepted

drop off questionnaires. them kindly and were willing

to answer them.

September 24, 2018 Went back to the organization They weren’t quite done, so I

to check on the gave them additional time.

questionnaires.

September 28, 2018 Went back to the organization The questionnaires were all

to collect the questionnaires. completed.

October 8, 2018 Went back to the organization I interviewed a

to conduct my interviews. telecommunication

representative to collect

adequate information, the

representative had to stop the

interview to attend to an

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 emergency.

October 9, 2018 Called the organization to The response was that I

reschedule another interview. would have to call another

day because of operations

taking place.

October 11, 2018 Called the organization again They confirmed that the

to check for a date. operations were finished and

I could come in on October

15.

October 15, 2018 Went to the organization to The telecommunication

continue doing interviews. representative was out again

so I was told to await another

representative.

October 1, 2018 Went to continue my Interviews were completed. I

interviews at the was told to come back on the

organization. 22nd to do a tour.

October 22, 2018 Went to the organization to Toured the

tour the building. telecommunication

department, but the other

departments were closed and

wouldn’t be opened until the

following day.

October 23, 2018 Went to continue my tour. My tour was completed and I

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 collected enough information

and found out the regulations

of the organization.

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 Regulations

Legislation
The Telecommunications Act
The Telephone Act makes provisions for the regulation of telephony, telegraphy and other means

of communication and the provision of telecommunication services throughout Jamaica and for

connected matters.

Awareness of legislation given

The researcher became aware of the legislation because it was posted on the wall in the

telecommunications department.

Health and safety

It is the policy of the organization to ensure that no smoking takes place in the office. The NO

SMOKING sign is posted in the office.

Staff rule
It is the policy of the organization to ensure that the dress code, grooming and the consumption

of food is prohibited in the office.

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Title: An investigation into the communication services offered by telecommunication providers
Digicel.

Report

Communication is a vital part of the society we live in today. There are organizations that

provide worldwide communication panels or transmitters. This allows users to communicate

with each other freely and to allow information to be transmitted clearly. The organization

involved in this research is Digicel. This is a worldwide organization that provides

telecommunication services. This organization was chosen because it was easily accessible. The

topic of this investigation fits with the organization because Digicel has a wide

telecommunication service and it would show how well customers utilize these services. Also the

researcher wanted to find out the barriers that exist with the telephone services offered.

The functions of a good office are as follows; collecting data for the planning, organising and

smooth running of the business to meet customers’ demands, processing data so that data is

turned into information so that it can be used by managers and supervisors in decision making,

preserving information so that it is stored safely in filing cabinets or on drives for future use.

Disseminating information stored with authorised persons from inside and outside the

organisation, dealing with financial matters keeping a book of accounts, profit register, ordering

equipment or materials maintaining the security of the plants, equipment, furniture and

employees, organising of efficient staff recruiting, training and placing staff, allocating work

load, negotiating with trade unions and dealings with employee problems.

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Telecommunication services must be provided so that customers can have reliable features.

Some of these features or services include; speed dialling, call forwarding, voice over internet

protocol, and caller ID. In this organization channels of communication are used for better

feedback these include; oral communication, written communication and electronic

communication. The most effective way of communication is the oral and electronic. Digicel

also has a number of incentives given to loyal customers such as free credit unlimited data

services, free WhatsApp messages and unlimited calls. These customers are determined by how

often they top up their phones.

Communication strategies has to be suitable for the worker to carry out task, so that it will

become convenient to the users and allows comfortable usage as they are supposed to be easy

understood. The barrier to communication that was identified by representatives of the

organization was noise. The duties of the customer care representative is to ensure that customers

are satisfied with their products and services. They also give a warm-friendly attitude towards

their customers and assist them with technical difficulties.

The type of office layout that currently exist in organization was an open-plan office. The open-

planned office is a large office or room that is divided into smaller areas. The researcher

recommends that they implement more closed offices, this would reduce the noise level in the

organization so that when customers make calls to the organization they can talk freely without

shouting. In this investigation the question was asked if all calls are recorded. The response was

yes because it helps to keep track of all out-going and incoming calls so that the organization can

have follow ups on different matters.

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Another question was is a conference call relevant in this technology age? The response was

positive, the reason for a conference call is because it helps to communicate with persons in a

different geographic range so they can prearrange time for discussing business matters and other

important decisions. In this organization it was reported that the communication strategies that

are exercised by the organization are suitable because workers have shown excellent work ethics

over the pass years and the business has been successful.

It was also reported that there are difficulties when workers are becoming orientated because

they are not properly educated, they aren’t verse in the English language and they are not aware

of the telecommunication policies in the organization.

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Findings
Q7 from the questionnaires: Which of the following is utilized more to make everyday calls?

SERVICES USED BY THE COMMUNICATION OFFICE AT DIGICEL

TO MAKE CALLS

20%

DATA SERVICES
20% 60%
MOBILE SERVICES
LANDLINE SERVICES

Figure 1. The pie chart above illustrates, how services used by the communication office at

Digicel to make calls, 20% used data services, 20% used mobile services and 60% used landline

services.

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 Limitations

In this investigation challenges arising such as picking up questionnaires, this was a challenge

because they weren’t ready at the first pick up. Other challenges faced was getting access to

information because of the different activities that took place during interviews and the customer

care representative had to be changed.

Recommendations

The researcher recommends that the organization visited should get more personal offices,

because of the noise level. The noise affects others in a way that the correct information is not

converted at all times. The researcher also recommends that the organization give better

responses to customers regarding promotions that are ongoing.

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 Impacts of equipment

Date Equipment used Purpose of equipment Suitability for work

September 10, 2018 Filing cabinet To store documents To keep relevant

so that they keep documents safe for

protected. future use.

September 11, 2018 Telephone Used to make phone Allows information

calls and to receive to be transmitted

calls. quickly and easily.

September 12, 2018 Printer Used to print Makes hardcopy.

questionnaires to

handout.

September 13, 2018 Photocopier Used to make copies Allows you to have

of documents. multiple copies.

September 14, 2018 Shredder Used to destroy Allows documents

documents or papers. that are not needed to

be destroyed so that

they are visible to

anyone.

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 Bibliography

Reid. J. Finnistre, S. Payne, L. Longman. (2012) Office Administration for CSEC (2nd edition)

Pearson.

Ramtahal. F. (2013) Office Administration. Trinidad Caribbean Educational Publishers.

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