Task 3 Develop strategies for use and improvement of standard documentation

Procedure

Part A

1. Plan a short training session (for your assigned staff member) on the use of the
letter template that you developed in Assessment Task 2:

The purpose and audience when designing and formatting texts are:

○ referencing the purpose of the letter template: to standardise the organisation’s

communications with affected customers

○ provide very simple instructions on Word template use if training Sam; focusing
on using form fields if training Pat, etc.

The document naming and storage requirements

● Create a personal subfolder within the server (using your name as the subfolder
name) to hold your day-to-day working files.

○ Do not store company data on your computer unless absolutely necessary.

Company data should be stored in the appropriate server drive. Unlike the
servers which are backed up automatically, data on your own computer is not
backed up and your work may be lost if you experience a system crash.

○ If you use a laptop and require access to files offsite, you will be set up with
offline files allowing remote access to server files away from the office.

● ‘Move’ completed files to the appropriate folder in your department.

● Filenames:

○ Speak to your Manager regarding the filenaming conventions used in your

Department

○ For ease of operator identification, add your initials to the end of each
filename. For example, JulyConf-mq.doc (document about July Conference-
keyed in by Mary Quinlan)
 ● Back-ups:

○ Back-up copies of all electronic files on the server are made twice weekly.

○ If you spend an extended time away from the office network using a laptop,
it is your responsibility to ensure local copies of company files are backed
up.

Letters

Content and presentation

Structure Header, Address block, Greeting line, Content and Signature block

Header Letter headers must always include:

 the Adept Owl Games Company logo:

o full logo

o positioned at the left side of header

o on the first page only

 a date, which should be the date upon which the letter was
signed and sent

 company details and address, left justified and as shown

below:

Adept Owl Games Company

42 Challenge Lane
RICHMOND VIC 3121
Ph: 03 9234 5678
Fax: 03 9234 5679
www.adeptowl.com.au

Greeting Letters should always use the salutation ‘Dear Mr’ ‘Dear Ms’ or
line ‘Dear Dr’ (as appropriate) followed by the addressee’s last name,
unless the sender personally knows the addressee, in which case their
first name can be used (e.g. ‘Dear Bob’).
Letter Bulleted lists Bulleted lists should:
content ● have line spacing values before and after of 3pt

● start each point with a capital letter

● contain no punctuation

● not allow bulleted lists to run across multiple

pages

Bulleted lists should contain no more than two levels:

● Level one should have:

○ an indent of 0.5cm

○ a hanging indent of 0.5cm

● Level two should have:

○ an indent of 1.5cm

○ a hanging indent of 0.5cm.

Numbered Numbered lists should:
lists ● have line spacing values before and after 3 pt

● start each point with a capital letter

● contain no punctuation

Numbered lists should contain no more than two

levels:

● level one should:

○ use Arabic numbers

○ have an indent of 0.5cm

○ have a hanging indent of 0.5cm

● level one should:

○ use alphabetical characters

○ have an indent of 1.5cm

○ have a hanging indent of 0.5cm

Colour Do not use colour for fonts or highlighting unless

directed.

Tables Use tables where noted in templates, and presented as

noted in this guide.

Table rows should have headings.

General Do not indent text.

All text to be left justified.

Language to be set to English (Australian).

 Letters should always be signed ‘Yours
Signature
sincerely’
block followed by the signatory’s name and job title in bold
If documents are attached, letters should indicate this by use of the term ‘enc.’ directly beneath the Sign
If other parties will also receive a copy of the letter, this should be indicated beneath the Signature Bloc

a. Develop a session plan for a 10–20 minutes session:

Training timetable
Date Topic To whom By whom
29/8/17 Creating and using templates in Word and Sam IT manager
Excel.
29/8/17 Creating and using mail merge features in Pat and Kim IT manager
Word.
29/8/17 Creating and using form fields in Word. Pat and Sam IT manager

From the current skills, there are 3 staffs need to be trained in the different areas
regarding to the requirement of the letter of the business. According to the administration
team capability table, it illustrated that:
Pat has lacked:

o Creating and using macros in Word

o Creating and using mail merge features in Word.

o Creating and using form fields in Word.

Sam has lacked:

o Creating and using templates in Word

o Creating and using macros in Word

o Creating and using form fields in Word.

Kim has lacked:

 o Creating and using mail merge features in Word.

2. Deliver the training. Ensure you:

LETTER FORM TRAINING

Adept Owl Company

OVERVIEW
The purpose of the forms

The letter Form

The expense form

How to create the Macro

File Management
For consistency and clarity of communications, Adept Owl Games Company requires all internal documents to conform to

As a general rule, for clarity of communications, Adept Owl favours cleanly and simply presented documents.
FOR THE LETTER TEMPLATE:
Content:

Opening paragraph: thanking the customer for their purchase and informing there is a delay

Body content: apologizing for delay; stating the reasons for the delay, and expected date of delivery

Closing paragraph apology for inconvenience and an invitation for contact if required.

Style:

Professional

Formal language

The macro was used in this document

Tone:

Friendly and apologetic

EXPENSE REIMBURSEMENTFORM
 FOR THE EXPENSE REPORTING SPREADSHEETTEMPLA

Presentation:

Spreadsheet must be able to be printed on a single A4 page; landscape or portrait.

Dates:

Data entry must be constrained to: date format only.

Data entry must be formatted to: short date form.

Department:

Must be chosen from list: Sales & Marketing, Administration, Executive, Operations, Dispatch, Logistics.

Expense types:

Must be chosen from list: Food; Transportation; Communication; Training; Other.

FOR THE EXPENSE REPORTING SPREADSHEETTEMPLA

Client ID number:

Must be chosen from list: NA, AO-2006-0046, AO-2006-0050, AO-2008-0049, AO-2009- 0047, AO-2009-0051, AO-2009-0052, AO-2009-0053, AO-2010-0045, AO-2010
Purchase or estimated amount, value or cost:

Data entry must be formatted to: accounting.

Receipt attached?

Must be chosen from list: Yes, No.

The macro was used in this document

 HOW TO C REATE THE MAC RO?
Developer Tab

1. Right click anywhere on the ribbon, and then click Customize the Ribbon.

Under Customize the Ribbon, on the right side of the dialog box, select Main tabs (if neces ary).

Check the Developer check box.

 Click OK.
You can find the Developer tab next to the View tab.

Command Button
To place a command button on your worksheet, execute the following steps.
On the Developer tab, click Insert.
In the ActiveX Controls group, click Command Button.
Drag a command button on your worksheet.
 Assign a Macro
To as ign a macro (one or more code lines) to the command button, execute the follo

Right click CommandButton1 (make sure Design Mode is selected).

Click View Code.

Place your cursor between Private Sub CommandButton1_C lick() and End Sub.
Add the code line shown below.
 Close the Visual Basic Editor.
Click the command button on the sheet (make sure Design Mode is deselected).

FILE MANAG EMENT

Create a personal subfolder within the server (using your name as the subfolder name) to hold your day-to-day working files.

Do not store company data on your computer unless absolutely necessary. Company data should be stored in the appropriate server drive. Unlike the servers which are backed up automatically, data on your own computer is not backed up and your work
If you use a laptop and require access to files offsite, you will be set up with offline files allowing remote access to server file s away from the offi
c e.

‘Move’ completed files to the appropriate folder in your department.

Filenames:

Speak to your Manager regarding the file naming conventions used in your Department

For ease of operator identification, add your initials to the end of each filename. For example, J ulyC onf-mq.doc (document about J uly C onference-keyed in by Mary Quinlan)
Back-ups:

Back-up copies of all electronic files on the server are made twice weekly.
If you spend an extended time away from the office network using a laptop, it is your responsibility to ensure local copies of company file s are backed up.
“
ANY QUESTIONS?

THANK YOU FOR LISTENING

 An evaluation report
on the state of document design and production at
Adept Owl
Introduction

According to the Adept Owl vision statement, the company intends to

establish its reputation within five years, ‘as one of the finest, most innovative
and entertaining board game developers in Australia’.

To implement strategies for improving capability and monitoring and reviewing

performance for the purpose of continuous improvement, business needs to
consider the current skills and performance of the team.

The purpose of this report is to evaluate the information on performance, current

skills of staffs regarding to the standards for document production, including
performance targets, with actual skills and performance to identify gaps.
Performance metrics

Performance area Performance metric Target Outcomes

(KPI)
Customer focus Per cent of 100% 80%
documents
conforming to style
guide
Productivity Average time (per 30 minutes 60 minutes
mail- out) to edit the
letter
being sent
Average time per mail 5 minutes 10 minutes
merge
Data entry error rate 3% 10%
Employee Number of training 20 hrs per 5 hours in
development hours per employee first
employee per quarter quarter
Expense Average cost per mail- $100 $165
out (excluding postage)
Average labour cost per $50 $68
page of edited text
Sustainability Average sheets of 3 sheets 10
paper used per letter
Average toner uses per 10 15
quarter cartridges cartridges
Compliance Identified breaches 0 incidents 0 incidents
of legislation,
including WHS/OHS,
anti-
discrimination, privacy
Privacy related 0 incidents 1 incident
complaints
 Performance metrics

Privacy related complaints

Identified breaches of legislation, including WHS/OHS, anti-discrimination, privacy

Average toner use per quarter, catridges

Average sheets of paper used per letter

Average labour cost per page of edited text, $

Average cost per mail-out (excluding postage), $

Number of training hours per employee

Data entry error rate, %

Average time per mail merge, minutes

Average time (per mail-out) to edit the letter being sent,minutes

Per cent of documents conforming to style guide

0 20 40 60 80 100 120 140 160 180

Target Outcomes

Performance have been under target for all the KPI measured expect for the
breaches of legislation.
The KPIs that have not reached the targets are below:
 Per cent of documents conforming to style guide
 Average time (per mail-out) to edit the letter being sent
 Average time per mail merge
 Data entry error rate
 Number of training hours per employee
 Average cost per mail-out (excluding postage)
 Average labour cost per page of edited text
 Average sheets of paper used per letter
 Average toner uses per quarter
 Privacy related complaints
The information above is under the satisfactory performance, thus business has
to try to find the reason for the low level of the performance and provide the
action plan or training in order to improve its performance. In addition, business
can conclude from performance analysis that training targets are not achieved.
Only 5 hours of training have been done while the target were 20. Training might
be one of the ley issue why the performance is low, lack of training will result in
low performance.
Administration team capability

The administration team has identified six key skills that each team member will
need to perform at a practitioner level

Team member and current capability

Work task You

(team Pat Sam Kim
leader)
Creating and using templates in
Word and Excel.
Creating and using macros in
Word and Excel.
Creating and using mail merge
features in Word.
Creating and using form fields in
Word.
Creating and using drop down
lists in Excel.
Creating and using formulae in
Excel.

Legend:

Untrained – Team member has no training.

Learner – Team member cannot perform task independently.

Practitioner – Team member can perform task independently with
supervision.
Operator – Team member can perform task independently.

Coach – Team member can train others to perform task.

Observed assessment

I have evaluated Kim skills during practical time. Kim have acquired
practioner level in the required skills, therefore training has been a success.
At the end of the training, I have collected feedback from Kim so that I can
improve training session. She told me that:
  The training should be supported with a PowerPoint to help the training
content and help memorise information. It will be especially great for
visual learner style
 She would like to have a document guide that she will be able to refer to if
in the future she is not sure of how to use a document.

The feedback will be used to develop the training for Pat and Sam, who do not
yet have the required capabilities for all needed skills. Despite great
improvement in 4 of the skills, two skills have not been fully learned by team
member because they can not perform the task independently. These skills are:

 Creating and using mail merge features in Word

 Creating and using formulae in Excel

Recommendations
The business should follow these activities below for its continuous
improvement:

o Recognizing skill gaps of staff by managing staff testing

o Developing training to current staffs
o Perform additional training on the use of mail merge and the use of
formulae in excel for the three employees
o Organise a presentation that will focus only on style guide because
20% of document does not follow style guide
o Developing meeting with staff who have the skills to support other staff
who lack of some skills by allowing them to share knowledge together
o Providing knowledge and skills by outsource
o Organize a data entry workshop in order to decrease a data entry error
o Organize a productivity workshop in order to increase productivity level

In order to ensure that your team are working to the plan you need to monitor
performance and the use of resources. To know when to alter your plans or when
to improve the use of resources you need to monitor your results against the
performance indicators set in your original plan.
The following steps are involved in the monitoring process:
• Compare actual performance against planned performance
• Document the differences between actual and planned performance
 • Identify the reasons for any differences
• Implement action strategies to adapt performance or alter the Operational
Plan

Operational Plans should be monitored and adapted on an ongoing basis. The

plan should be a working document that can be used to provide direction and
which can be used to evaluate performance at regular intervals.
Implementation/Action plan

Action/task Resources/cost Responsible Timeframe

person/role
Creating and using templates in Word and Excel. 200$ Team leader 5/9/2017

Creating and using macros in Word and Excel. $200 Team leader 7/9/2017
Creating and using mail merge features in Word. $100 Team leader 8/9/2017

Creating and using form fields in Word. $100 Team leader 10/9/2017
Creating and using drop down lists in Excel. $200 HR manager 11/9/2017
Creating and using formulae in Excel. $200 HR manager 14/9/2017

Timeline

6- 7- 8- 9- 10- 11- 12- 13- 14-

Action/task 5-Sep Sep Sep Sep Sep Sep Sep Sep Sep Sep
Creating and using templates in Word and Excel.
Creating and using macros in Word and Excel.
Creating and using mail merge features in Word.
Creating and using form fields in Word.
Creating and using drop down lists in Excel.
Creating and using formulae in Excel.