Title

An investigation into the Records and information Management, Sales Managing and
Customer Service of PC Clinic Company Limited of #15 King Street, Princes’ Town.

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AIMS

The purpose of this is study are:

To identify the core function of the sales, marketing and customer service.

To determine how feedback from customer service would help improve the business

Whether filing is done manually or electronically.

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FUNCTIONS OF THE DEPARTMENTS

Marketing Department
The main functions of the Marketing Department include:

Organising promotional activities

Budgeting
Advertising
Publishing
Liaising with advertising entities

Sales Department
The main functions of the Sales Department include:

Maintaining sales records

Monitoring stock control
Liaising with other departments

Customer Service
The main functions of Customer Service include:

Communicating with both customer and company

Take care of the customer complaints
Ensure customer satisfaction

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LETTER OF CORRESPONDENCE

November 5th , 2015

Darren Ali
Manager of PC Clinic Private Limited Company
#15 King Street
Princes’ Town

Dear Mr Ali,

My name is Amirah Ali and I’m a form five student of Cowen Hamilton Secondary School.
I’m writing to ask permission to conduct a research for my Office Administration School
Based Assessment (SBA). I’ll be mainly focusing on the Records and information
Management, Sales Managing and Customer Service.

My survey and questionnaire would not hinder the company in anyway. I’ll be mainly
interviewing the Marketing, Sales and records department in your company.

It will be greatly appreciated if you would grant me permission to do the interview. All
information collected will be confidential. I can be contacted at 702-9954 or 655-6878.

Yours sincerely,

_____________________
Amirah Ali

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METHODOLOGY
The SBA was conducted at PC Clinic Private Limited Company. A primary

source provides direct or first-hand evidence about an event, object, person, or

work of art.

Secondary sources describe, discuss, interpret, comment upon, analyse,

evaluate, summarize, and process primary sources. Secondary source materials

can be articles in newspapers or popular magazines, book or movie reviews, or

articles found in scholarly journals that discuss or evaluate someone else's

original research.

Primary Sources Secondary sources

Questionnaire Internet
Formal Interviews Textbook

ADVANTAGES OF DISADVANTAGES OF SECONDARY

SECONDARY SOURCESS SOURCES
You will be able to obtain the Not all of the information
information needed faster obtained from the internet is accurate

ADVANTAGES OF DISADVANTAGES OF PRIMARY

PRIMARY SOURCESS SOURCES
You'll get first hand The person may give you wrong
information about the topic information

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QUESTIONNAIRE
My name is Amirah Ali. This questionnaire is part of research for my Office Administration School-
Based Assessment project. It will be greatly appreciated if you answer the questionnaire honestly.

Sex: male  female 

Age: ________

Department: Marketing  Customer Service  Sales 

Job title: _________________________

Years of Service: ___________________

1) Are Records and Information Management done in your company?

Yes 
No 

2) If yes how is it done?

Manually 
Electronically 

3) If done manually how is it organized?

Alphabetically 
Geographically 
Numerically 
Other _________________

4) How are your filing cabinets and supplies organized?

Horizontal 
Vertical 
Lateral 
Open shelves 

5) If done electronically how is it organized?

Alphabetically 
Geographically 
Numerically 
Other _________________

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6) How is the filing system set up in your organization?

Centralized 

Decentralized 

7) State why.

_____________________________________________________________________
_____________________________________________________________________

8) What is the main function of the Customer Service in the organization?

_____________________________________________________________________
_____________________________________________________________________

9) What is the main function of the Marketing Department in the organization?

_____________________________________________________________________
_____________________________________________________________________

10) What is the main function of the Sales Department in the organization?

_____________________________________________________________________
_____________________________________________________________________

11) Are there any customer feedback established in the business to help promote sales?

Yes 
No 

12) How do you analyse the data from the feedback, do you try to improve the problem?

_____________________________________________________________________
_____________________________________________________________________

13) Identify and health and safety regulation followed in your organization.

_____________________________________________________________________
_____________________________________________________________________

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SCHEDULE OF ACTIVITES
Date Activities Comments
29-10-15 Title and aims Coming up with aims wasn’t difficult
05-11-15 Letter of Correspondence It was printed, reviewed by my teacher
and the stamped.
9-11-15 Methodology and Questionnaire The questionnaire was done and prove
read.
7-12-15 Going to visit the business Visited the business to examine the
environment.
10-12-15 Distribution of questionnaire and Visited the business gave the
conducted interviews questionnaire out and did the
interviews.
04-01-16 Analysis of Data was written up Review the answers to the
questionnaire and
07-01-16 Doing the written report Writing the report was a little tricky
due to the fact that there’s an word limit
07-01-16 Preparing business document This was easy because I had an idea of
what an business document looks like.
11-01-16 Assessing how the equipment used has The questionnaire and interview gave
an impact on the firm. me the answers.
14-01-16 Preparing the bibliography Fairly easy to do.

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Regulations
Since PC Clinic is a Private Limited Company it must be incorporated and therefore must
give to the Registar of Companies the following documents:
 Memorandum of Association
 Articles of Association
 Statement of Authorized, Registered or Nominal Capital.

The business area was properly ventilated and there were a lot of emergency exits in the firm.
The company also set policies on dress code and the behaviour of the staff. These regulations
were brought to my attention while doing the interview with the employees. One rule which I
had to comply with while carrying out this project was the dress code.

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REPORT
The major findings or accomplishments that were found in this project were; the marketing
department’s main function are too, organise promotional activities, designing and managing
marketing strategies, budgeting, advertising, publishing and liaising with advertising entities. I also
found out the main functions of the Customer Department is to build long term relationships with the
customers of the business, to respond to enquiries or complaints of the customers. The Sales
Department’s main functions are too, maintain sales record, monitoring stock control and to liaise
with other departments.

Some of the problems which where encountered while doing this research are as follows:

 Some employees were fearful to answer the questions honestly because of fear of
victimization from their employer.
 Because of certain policies some of the information was withheld because of confidentiality
resulting in inadequate data.
 Some employees had hesitated to conduct said interview because of their workload.
 The timing of my interview did not coincide with the employees’.

One way to solve the above problems is ensuring strictest confidentiality with regarding to data
collection, also ensuring that I’ve met the employees criteria with regards their timing.

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BUSINESS FORMAILITY

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EQUIPTMENT USED IN THE FIRM

DATE EQUIPMENT USED PURPOSE OF SUITABILITY FOR

EQUIPMENT TASK
10-12-15 Filing Cabinets Used to store important Very useful to store
documents information.
10-12-15 Index Cards They are used to create Very useful to store
index for a filing information.
system.
10-12-15 Label These are applied to Very useful to store
the tabs with names of information.
the files.
10-12-15 Compact disk CD Compact disk are used Very useful to store
to load programs onto information.
computers and to store
data.

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BIBLIOGRAPHY
Reid J Finisterre S Payne L Longman Office Administration
for CSEC- 2nd edition Pearson 2012

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