Office

Administration
School Based Assessment
(2018-2019)

Name of candidate: Shackera Richards

Candidate number: 1003790728

Centre name: Troy High School

Centre number: 100379

Territory: Jamaica

Year: 2018 - 2019

Teacher: Mr. Anderson

Title of project: An investigation into the factors that affects communication in the Operations
Department at Davin’s Wholesale & Supplies located in Warsop Trelawny.
 Title Page
Title of project: An investigation into the factors that affects communication in the Operations
Department at Davin’s Wholesale & Supplies located in Warsop Trelawny.

Name of candidate: Shackera Richards

Candidate number: 1003790710

Centre name: Troy High School

Centre number: 100379

Territory: Jamaica

Year: 2018 - 2019

Teacher: Mr. Anderson

Mrk 1/1
 Introduction

This School Based Assessment (SBA) is based on an investigation into the factors that
affects communication in the Operations Department at Davin’s Wholesale & Supplies located in
Warsop Trelawny. This research was conducted to investigate the major factors that affects the
channels of communication in the Operations Department at Davin’s Wholesale & Supplies and
the effects that lack of proper communication in the operations department of Davin’s Wholesale
& Supplies poses on the future of the business and what are the possible solution to this problem.
Therefore the researcher chose to conduct a survey to gather such information.
 Table of Contents
Criteria 1
Title page …………………………………………………………………………….1
Introduction ………………………………………………………………………….2
Title of project ……………………………………………………………………… 3
Aims of the project …………………………………………………………………. 4
Functions of the department ……………………………………………………….. 5
Letter of Correspondence ……………………………………………………………6

Criteria 2
Methodology ………………………………………………………………………..... 7
Sample specimen used to collect data …………………………………………………8
Five questions asked of personnel ……………………………………………………10
Schedule of activities ……………………………………………………………… 11
Regulations and policies governing the firm ……………………………………… 12

Criteria 3
Written report ………………………………………………………………………. 13
Impact of office equipment used …………………………………………………… 17
Bibliography …………………………………………………………………………18

Mrks 2/2
 Title of Project

An investigation into the factors that affects communication in the Operations Department at
Davin’s Wholesale & Supplies located in Warsop Trelawny.

Mrks 2/2
 Aims of project

To find out:
 What are the major factors that affects the channels of communication in the Operations
Department at Davin’s Wholesale & Supplies?
 What are effects of lacking proper communication in the operations department of
Davin’s Wholesale & Supplies?

Mrks 2/2
 Functions of Department
 Ensures that equipment, tools and machineries are well maintained and moved around
when necessary.
 Maintains stock control

Mrks 2/2
 Letter of correspondence

Troy High School

Troy P.O,
Trelawny
03 September 2018

Davin’s Wholesale & Supplies

Warsop District
Warsop P.O
Trelawny

Dear Sir/Madam

I am Shackera Richards a fifth (5th) form student of Troy High School, where I am currently
conducting a School Based Assessment (S.B.A) on the topic; An Investigation into the factors
that affects communication in the Operations Department within your respectable firm. In order
for the successful completion of this project and to obtain valid data, I am seeking your
permission to visit your firm at a convenient date and time prior to business schedule or activities
to issues questionnaires to your employees at work. If my request is accepted please contact me
at (876)-389-0473 or by my email at shackerarichards@gmail.com.
I look forward to your response.

Yours truly

S. Richards
Shackera Richards

(Student)
Grammar 1/1 Presentation1/1 Salutation + Complimentary close 1/1 Content 1/1

Marks 13/13
 Research Methodology
For the successful completion of this project, the researcher has decided to use printed
questionnaires. This method was chosen because:
 It allows easy collection of data
 It guarantees confidentiality and anonymity of data since respondents/ participants
are not required to write their names
 It can be done at any time convenient to the person who is completing the given
questionnaire
There are approximately 15 (fifteen) employees working in at Davin’s Wholesale & Supplies.
However in order to collect accurate data, the researcher distributed 10 (ten) questionnaires .The
researcher chose to distribute the questionnaires by giving 10 (ten) staff of the Operations
Department. The researcher gave two days to complete questionnaires. Out of the questionnaires
issued only eight were returned. The Researcher reprinted 2 (two) questionnaires and gave the
participants who lost theirs a time period of one day to complete them.

Reason given for method used 1/1

Explanation 1/1
Data gathering specimen 1/1
 Questionnaire
Instructions: The following survey is to be completed for office administration SBA. Please be

advised that this is a not test so therefore you are required to answer the question as honest as

possible. Please indicate your response by placing a tick in the circle or write your response on

the space provided. (You are not required to write your name).

1. How effective is communication in the operations department of your organization?

o Very Effective
o Not Very Effective

2. What are the major factors that affects communication in the operations department of
this firm?
o Poor Literacy skills
o Time Pressure
o Physical distance
o Perceptual biases
o Others _________________ (please state)

3. Does directives sent by sender and received by the person to whom it is directed to well
understood or interpreted without any doubts or misunderstandings?
o Yes
o No
o Sometimes
o Always
4. What are the effects that the lack of communication in the operations department of your
firm poses on the future of the business?

_____________________________________________________________________________.

5. What are the possible solutions to the issue mentioned above?

_____________________________________________________________________________.

6. Does the information provided by the operations department traceable and well preserved
at all times?
o Yes
o No

7. What are some documents used in the operations department?

_________________________________________________________________________.

8. What are the various means and channels of communication used in the operations
department?
o Directional
o Oral
o Electronic
o Written
o Others ________________(please state)

9. Does your co-workers or boss use formal or informal communication when talking to
you?
o Formal
o Informal

10. What are the duties of the clerk in the Operations Department?
____________________________________________________________________.
 Five questions asked of personnel
1. What are the major factors that affects the channels of communication in the Operations
Department at this firm?
________________________________________________________________________.

2. What are some barriers to communication in the operations office?

____________________________________________________________________.

3. How effective is communication in the operations office?

_____________________________________________________________________.
11. Does your co-workers or boss use formal or informal communication when talking to
you?
o Formal
o Informal

4. What are effects that lack of proper communication in the operations department of this
business poses on the future of the business and what are the possible solution to this
problem?
_____________________________________________________________________.

Mrks 3/3
 Schedule of Activities
Dates Activities
July 18, 2018 Mr. Anderson issued the
criteria for the S.B.A to the
researcher.
July 20 ,2018 The researcher was told to
choose a topic to conduct the
research on from an area of
special interest from what
was prescribed by the
syllabus.
July 23, 2018 The letter was prepared and
sent to business.
July 30, 2018 Mr. Anderson mark criteria
one (1).
August 1, 2018 Methodology was written
Aug 3, 2018 The business accepts the
request and grant permission
for the researcher to
Conduct the research.
Comments
The criteria was collected
and was read thoroughly by
the researcher.
Topic was chosen by the
researcher and was approved
by Mr. Anderson (teacher)
and was later told to write the
letter of correspondence to
seek permission to conduct
research at the selected
business.
The researcher awaits the
response to the letter from
business.
He told the researcher to do
corrections and attempt
criteria two (2). The
researcher made the
necessary corrections as
recommended by teacher.
The Researcher wrote the
methodology and use the
aims of project to make
questions for the
questionnaire.
The researcher was told to
visit Mondays to Thursdays
of any week to conduct
research.
 Aug 7, 2018 Questionnaires were
distributed and request for a
copy of staff rule and
legislation.
Aug 8, 2018 The business was visited by
the researcher.
Aug 10, 2018 The questionnaires were
collected and analyzed.
Aug 13 2018 Findings were analyzed
Aug 27 2018 Project was completed and
emailed to teacher.
Sept 12 2018 (SBA) School Based
Assessment was given back
to the researcher to make
further corrections and
adjustments.
10-12 activities, Headings 1/1
Comments 4/4
The researcher gave the
participants two days to
return the questionnaires.
The researcher received the
questionnaires and got the
staff rules and health and
safety practice.
The researcher only received
8(eight) questionnaires out of
the 10 (ten) that was
distributed.
Teacher approved
The researcher awaits
corrections from teacher.
The research complete the
necessary adjustments and
emailed the SBA back to
teacher.
 Regulations and Policies governing the firm

Legislation

 Health and Safety in Employment Act 1992 The Health and Safety in Employment Act

1992 (the HSA) also has a significant impact on employers. It is designed to “promote

the prevention of harm to all persons at work”. Mrk 1/1

The researcher became aware of this legislation while visiting, a copy of this legislation was

framed and exhibit in the operations office. Mrk 1/1

Healthy and Safety Practice

 One health and safety practice observed is that signage indicating no smoking in the

work place. Mrk 1/1

Staff Rule

 One staff rule which the researcher followed was that bags had to be left in the designated
area. Mrk 1/1

Mrks 15/15
 Written Report

The researcher proposed to conduct an investigation at Davin’s Wholesale & Supplies

located in Warsop, Trelawny on the topic ‘An investigation into the factors that affects
communication in the Operations Department at Davin’s Wholesale & Supplies. The main aims
of this project were to discover the major factors that affects the channels of communication in
the operations department at Davin’s wholesale and to investigate the effects that the lack of
communication in the operations department.

Some major limitations were encountered by the researcher. The Researcher faced
challenges when selecting the topic since, the researcher didn’t know the ideal topic to conduct
research on. The researcher sought to solve this issued by selecting a topic from an area of
special interest from what was prescribed by the syllabus.

Another major challenge, the researcher encountered while doing the research was
retrieving the data collection instrument. When the researcher went to collect the questionnaires,
two participants lost theirs. This was a major problem since the researcher printed just (10) ten
questionnaires in order to collect adequate information, the researcher sought to solve this
problem by reprinting (2) two copies of the questionnaire and gave them back to participants to
be completed in (1) one day. The researcher was frustrated since the travel expense was costly to
travel from business to home town. Limitations Mrk 2/2

Findings

It was revealed that the major factor that affect the channels of communication in the
Operations Department of Davin’s wholesale is time pressure which was indicated by 48% of
participants on the pie chart. Lacking proper communication impact negatively on the business
as well as employees (workers).The Participants stated that lacking proper communication
mainly affect the productivity levels of the business, this was specified by 97% of respondents
which they suggested affects the profitability of the business. It was also discovered that all the
information from the operations department are recorded and traceable at all times. Participants
stated that their co-workers or boss normally communicate with them by using informal
communication, this was indicated by 88% of responders.

Findings 4/4
 Recommendations
From the investigation of the survey the researcher would like to recommend the following to
employer; the purchase a more advanced telephone and computer system to communicate
directly and indirectly with clients and customer. The researcher also recommends the purchase
of another cash register and barcode reader so that persons may not have to wait in long lines in
order to have or get service.

Mrks 2/2
 Presentation of Findings

Question # 2

PIE CHART SHOWING THE MAJOR

FACTORS THAT AFFECTS
COMMUNICATION IN THE OPERATIONS
DEPARTMENT OF DAVIN'S WHOLESALE
7%
13%
POOR LITERACY SKILLS
TIME PRESSURE
PHYSICAL DISTANCE
PERCEPTUAL BIASES
32%

48%

Figure #1 the pie chart shows that the major factor that affect communication in the
Operations Department of Davin’s wholesale is time pressure which was indicated by
48% of participants, 32% says poor literacy skills, 13% says physical distance, and the
remaining 7% says perceptual biases.

Question # 5

Effects of lacking proper Effect it poses on the future of The percentages of response
communication in the the business
 operations department of
Davin’s wholesale
Relational Breakdown
Low morale
It slows down productivity 2%
and workers output
1%
Coworkers finds it difficult to
trust each other, making it
difficult to work together to
meet deadlines. When people
miss deadlines, they tend to
feel poorly about
performance. This vicious
cycle prevents teams and
businesses from reaching their
true potential.

Low productivity levels 97%

This affects the profitability of
the business

Figure #2 table showing effects of lacking proper communication in the operations department of

Davin’s wholesale, it is shown that lacking proper communication mainly affect the productivity

level of the firm, this was indicated by 97% of respondents, 1% of participants says lacking

proper communication gives workers low Morales which affects their performance and failing to

meet deadlines. The remaining 2% says relational break down, which they suggested affect the

output per worker and productivity of business.

 Office equipment

Date Equipment used Purpose of Equipment Suitability for tasks

Aug 8 2018 Telephone Used to make and receive It allows the indirect
business calls. flow of
communication
between the business
and its clients, which
maintains the flow of
communication with
clients or customers.

Aug 8 2018 Computer Used to type business It allows for easier

documents, keep tract of accessing of
operational business activities information in quick
and transactions and effective manner.

Aug 8 2018 Barcode reader It used by business to reader This is suitable since
barcodes on products. it improves efficiency,
speed and accuracy

“Date”, “Equipment used”, “Purpose of equipment” and “Suitability for tasks” 1/1
Accurate response on purpose and suitability of equipment for task. 3/3

Conclusion

It can be concluded that the operations and communication department plays and integral
role in the operation of Davin’s wholesale & Supplies. There are various factors that may
affect communication in the Operations Department of Davin’s wholesale which is time
pressure, poor literacy skills, physical distance, and perceptual biases. The researcher also
conclude that lacking proper communication mainly affect the productivity levels of the
businesses, which may or will affect the profitability of the business.
 Bibliography
Finisterre S. et al. 2013. Longman Office Administration for CSEC. 2nd Edition. Pearson

Education Limited.

Whitcomb.A (2012) Heinemann Office Administration for CSEC®.2nd Edition. Pearson

Education Limited. (pp.346)
Bibliography Mrk 2/2

Grammar Mrks 4/4

All required components included. Mrk 1/1
Use of appropriate chart/graphics to compliment project. Mrk 1/1
Overall appearance of project: Mrks 2/2

Total Mrks 50/50