KNOX ACADEMY

STANDARD GRADE
ADMINISTRATION

ADMINISTRATIVE
SUPPORT/ICT

KEY WORDS
FOUNDATION/GENERAL
CONTENTS

This Revision Booklet covers:

Unit 1a Introduction to Business Organisations:..........................3

Organisation of Departments .........................................3

Unit 1b Introduction to Business Organisations:..........................4

Key Functions of Departments within an Organisation .....4

Unit 2a The Working Environment: Office Layout........................8

Unit 2b The Working Environment:.......................................... 10

Unit 2c The Working Environment: Reception Services.............. 11

Unit 2d The Working Environment: Mail Handling .................... 12

Unit 3 Storage and Retrieval of Information............................ 13

Unit 4 Reprographics ............................................................ 15

Unit 5 Sources of Information................................................ 16

Unit 6 Preparation and Presentation of Information................. 17

Unit 7 Travel ........................................................................ 18

ICT Unit.................................................................................... 20
Unit 1a Introduction to Business Organisations:
Organisation of Departments

Key Word Definition

Organisation shows the overall structure of an
chart organisation

Learn: benefits of an Organisation

Chart to both employees and
customers/visitors

Accountability an employee has to justify or explain

actions or decisions

Authority the power that an employee has to

instruct others and take decisions

Responsibility the obligation an employee has to

carry out a range of tasks or duties

Span of the number of staff reporting directly

control to a manager – can be wide or
narrow

Delegate pass on to selected employees the

authority and responsibility to carry
out a task or activity
1

Tall management 2 a structure which has many levels of

structure 3
management posts
4

Flat management a structure which has few levels of

structure 1 management posts
2

Learn: advantages and

disadvantages of both tall and flat
structures

Chain of Command the way in which instructions

(commands) are passed down from
one level of post to another within an
organisation

3
Unit 1b Introduction to Business Organisations:
Key Functions of Departments within an Organisation

Key Word Definition

Functional Area a key area of activity within an
organisation eg Human Resources,
Finance, Sales, Purchasing

Human Resources responsible for dealing with the

people within the organisation
• recruitment/dismissal
• training and development
• appraisal
• staff welfare
• trade unions

Recruitment Job Description – basic information

about the job, ie job title, salary, to
whom the employee is accountable
and description of duties and
responsibilities
Person specification – information on
the type of person required, eg
qualifications, experience, skills and
qualities, and any special
requirements, eg must have a driving
licence

Application Forms
References
Contract of Employment

Training Induction training – for new

employees
On-the-job training – within the
workplace
Off-the-job training – external
training eg college

Duties
Human Resources Manager • reports to Board of Directors
• monitoring employees in
department
• interviews job applicants

Administrative Assistant • word processes letters to

successful applicants
• files application forms
IT in Human Resources

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 • maintain employee records –
database
• key-in letters to job applicants –
word processing
• transfer applicants details on to
computer - scanner

Finance responsible for all money going in

and coming out of the organisation –
wages and salaries, paying suppliers,
receiving payments from customers,
petty cash

Invoice the bill for goods bought on credit

(informs the buyer of the amount
owing)

Credit Note provides information about the cost

and reason for goods which have
been returned by the buyer

Statement informs the buyer of the total

amount owing at the end of a month

buying all raw materials, stationery

and equipment for the company

Duties
Finance Manager • reports to Board of Directors
• monitoring employees in
department
• prepares budgets and final
accounts

Administrative Assistant • word process letters to customers

for non-payment
• prepares cheques for suppliers
• updates financial information on
a spreadsheet

IT in Finance • calculate employees’ wages –

spreadsheet
• prepare budgets – spreadsheet
• prepare letters to customers –
word processing

Purchasing responsible for dealing with all

purchases – raw materials,
stationery or office equipment

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Purchasing procedure • sends Letter of Enquiry
• receives Quotation
• sends Order Form
• Delivery Note
• Goods Received Note is received
with goods
• Invoice is received for payment of
goods
• Credit Note is received for any
goods returned
• Statement is received at end of
month
Duties
Purchases Manager • reports to Board of Directors
• monitoring employees in
department
Buyer • negotiates contracts
• agrees purchase price
Administrative Assistant
• word processes letters of enquiry
• completes and sends order forms
• files information from suppliers
IT in Purchasing
• store supplier records - database
• key in letters of enquiry – word
processing
• record issuing and receipt of
stock - spreadsheet
Sales/Marketing
Selling all products manufactured by
the company. Carry out market
research and advertise products

Duties
Sales Manager
• reports to Board of Directors
• set sales targets
Sales Representative
• visits potential customers
Marketing Manager
• identifies potential new
customers and products

Administrative Assistant
• word processes quotations/price
lists
• files order forms
• updates customer records

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IT in Sales/Marketing
• store customer records -
database
• key in quotations/price lists –
word processing
• record sales figures - spreadsheet
Computing Services (ICT) responsible for dealing with all ICT
Department issues within the organisation

Administration Department responsible for providing a range of

office services to support other
departments
• word processing, desktop
publishing, e-mail, faxes and
computerised databases
• incoming and outgoing mail
• managing diaries
• reprographics
filing correspondence

7
Unit 2a The Working Environment: Office Layout

Key Word Definition

Types
Cellular consists of rooms in which an
employee works on her/his own or
with a few other employees

Learn: advantages and

disadvantages of Cellular Layout

Open consists of a large area where many

Plan employees work together

Learn: advantages and

disadvantages of Open Plan Layout

Furniture

Desks Size and shape should suit the work

being carried out

Chairs minimum standards are laid down in

the Health & Safety Regulations
1992 (Display Screen Equipment) -
LEARN THESE

Workstation usually L-shaped; advances in ICT

have meant that these have had to
be redesigned to allow for monitors,
keyboards, FAX machines and
videoconferencing equipment

Ergonomics how the working environment affects

the work of employees

Organisation of office furniture • make best use of space

• flexible
ICT in the workplace see ICT unit

Homeworking employees work at home some or all

of the time

Teleworking work undertaken away from the

office and transmitted to the

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 employer using ICT equipment and
phone links

Learn: advantages and

disadvantages of
homeworking/teleworking

Hot desk a desk or workstation, equipped with

standard equipment, which may be
used by employees who need to visit
the organisation to undertake some
work; must be booked in advance

Touchdown area for employees who require to make a

brief visit to the office eg to send an
e-mail or fax; does not need to be
booked in advance

Carrel a small booth where an employee

works on her/his own; privacy

Working hours
Flexitime Employees are given some flexibility
in organising their working hours.
Must work ‘core time’.

Job share One full-time job is split between 2

people eg 3 days/2 days

Shift work Employees work at different times of

the day/night eg day, night, back

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Unit 2b The Working Environment:
Safe Working Practice and Procedures

Key Word Definition

Potential hazard something about the working
environment, equipment or working
practices which may cause harm

employees and employers have

responsibilities to ensure that they
maintain a safe working environment

Reporting of accidents
First aid • must be an ‘appointed’ person to
take charge of first aid
• suitably stocked first aid box
• a record of all incidents

Accident Report Form A form used to give details of an

accident or injury to a person on the
organisation’s premises. Should
include:

• name
• position
• description of incident, etc

Hazard/Fault report Details faults with an individual

piece of equipment.

Health and Safety Executive the HSE are an organisation

responsible for the H&S of all
employees

Legislation
Health and Safety at Work Act 1974 - responsibilities of employer
- responsibilities of employee

Health and Safety (First-Aid)

Regulations 1981

Health and Safety (Display Screen learn solutions to problems caused

Equipment) Regulations 1992 by eye strain, backache, stress

Reporting of Injuries, Diseases and

Dangerous Occurrences (RIDDOR)
1995 (see ICT Unit)

10
Unit 2c The Working Environment: Reception Services

Key Word Definition

Reception area Must create a good first impression
of the organisation

Layout of the reception are Near entrance. Learn features of a

well organised reception area eg
reading material, plants, etc

Qualities and duties of a receptionist Qualities – friendly, patient, polite

Duties – greeting visitors, taking
messages, operating switchboard

Record keeping
Staff In/Out Book provide information on appointments
Appointments Book and records of visitors and staff
Visitors’ Book entering and leaving the premises

Dealing with visitors

- with an appointment learn procedures
- without an appointment

Security procedures
CCTV • images sent from cameras,
placed in key viewing points, to
monitors viewed by security staff
• recordings may be made on
videotape
Locked doors
Keypad/Combination locks Learn: features
Entry phone
Swipe card
Security/ID badges

Incident/Security Breach Report a record to be completed and signed

Form after such an incident
forms must be available for
inspection by the H & S Officer

ICT
Electronic diary (see ICT unit) a computer application which allows
users to check, enter and store
information on future appointments

Cellular mobile phone used to contact people who often

Pager work away from their office or who
may have to be contacted outwith
the normal working day

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Unit 2d The Working Environment: Mail Handling

Key Word Definition

Internal mail Communication sent and received within an
organisation

External mail Communications sent and received outwith

an organisation

Incoming mail Post, courier, private box, e-mail, fax,

voicemail

Electronic mail (e-mail) messages are sent from one computer to

another

Learn: features and advantages of e-mail

Equipment Date stamp, photocopier, fax, scanner

Scanning inputting source material (printed text,

drawings, photographs, etc) on to computer
file for storage, manipulation or insertion into
other documents

Voicemail a pre-recorded message invites the caller to

leave a message

FAX an exact copy of a document sent from one

fax machine to another

Learn: advantages and disadvantages of FAX

and voicemail

Outgoing mail should be collected from departments at

regular intervals throughout the day

Electronic Postal Scales weighs a package and automatically

calculates postal charge

Franking Machine prints postal impression onto envelopes and

labels

Date Stamp stamps the date of receipt on incoming mail

Methods of Sending Mail Royal Mail (First/Second Class), Parcel Force,

Courier, Fax, Email, Memo, Voicemail,
Depends on: urgency, size, value of information,
methods available, cost, need for original to be
retained

12
Unit 3 Storage and Retrieval of Information

Key Word Definition

Filing procedures used so that documents can be
found quickly and easily

Features of a good filing system secure, convenient, safe, flexible,

economical

File management the way in which computer data is

stored and organised; should use
appropriate filenames and sub-
folders where necessary

Manual Filing original documents are stored in

concertina files, box files or filing
cabinets
Methods of Filing

- Alphabetical learn features and

- Numerical advantages/disadvantages
- Chronological

Electronic Filing documents processed on individual

computers are sent, via the network,
for central storage on disc/tape/CD-
ROM
documents received by the
organisation, are scanned into the
computerised filing system, using a
document scanner

Software
Database used for creating information before
Spreadsheet being stored electronically
Word processing
Desktop publishing (see ICT unit)

Storage of computer files • Hard drive

• Floppy disk (low memory)
• Zip disk
• CD-rom
• DVD
• Memory stick

Managing user access Use a lockable room, password

protect files and/or computers, read-

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 only documents, security ID
cards/keys, anti-virus software

Passwords Restrict access to computers, files, e-

mail facilities

Care of data storage media

Back-up procedures Regular back-ups – computers

crashes, fire/flood, theft, damage to
hardware/software

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Unit 4 Reprographics

Key Word Definition

Equipment and software
Photocopier this gives an exact copy of the
document
the copy may be re-sized and colour
copiers are available

Laminator coats paper on thin card with a clear

plastic seal
it is a form of protection

Binder fastens multi-page documents

together
several types including a spiral comb
binder and a flat comb binder

Scanner scans source material, (drawings ,

photographs, printed text etc and
saves it as a computer file for
storage, manipulation or insertion
into other documents

Digital camera allows photographs to be taken

DTP/Graphics/Word Processing for professional looking pages

software

Inkjet/laser printer (can be colour) for printing text and graphics

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Unit 5 Sources of Information

Key Word Definition

Paper-based sources hard copy eg Dictionary, Atlas,
Phone Book etc

ICT sources • teletext

• computer files
• e-mail
• internal databases and external
databases such as the Internet
• CD-ROM

CD-ROM information is often sent to users in

this way because it is both cost
effective and environmentally friendly
eg the Census Report, road maps
and route plans and Encyclopaedia
Britannica

Intranet used on a LAN which makes

information available within the
organisation eg in school teachers
are sent the list of absentees via the
school Intranet system

The Internet organisations use this as a source of

desk research and e-commerce
(see ICT Unit)

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Unit 6 Preparation and Presentation of Information

Key Word Definition

Line Graph a single or multi-line to show results
and comparisons

Pictogram use of pictures or symbols to

represent statistical information
used when detailed figures are not
required

Bar Chart/Column Chart bars vertically or horizontally

showing contrasting results – show
more detail than a pie-chart which is
Pie Chart a circle represents total 100% and
segments used to show broad
comparisons with segments usually
in different colours

Flow Chart starting and finishing points are

shown in rounded boxes, each step
or action is shown in a rectangular
box and arrows between the boxes
show the direction of flow
eg useful to show the steps in the
procedures for recruitment of staff

Itinerary a working document which provides

key information on travel,
accommodation and appointments in
order of date and time

Memorandum a form of hard copy, internal

communication

Informal Reports may be in the form of a

memorandum, is usually short and
written in the first person
eg you might use this when
reporting to your line manager

Formal Reports written in a formal tone and usually

according to a formalised in-house
style
tables of facts and figures would be
included as appendices

Presentation software (see ICT unit)

17
Unit 7 Travel

Key Word Definition

Travel/Accommodation Request This must be completed with all the
Form necessary information for all trips

Method of transport • Road

• Rail
• Sea
• Air

Sources of information See Unit 5

Itinerary See Unit 6

Travel/Accommodation Booking Should be completed and sent

Form

Possible requirements
Passport an official document certifying the
identity and nationality of a citizen
it permits the person to travel: we
now need our passport for internal
and external air flights

EHIC (European Health Insurance entitles travellers from the UK to free

Card) or reduced-cost emergency medical
treatment in the EU and some other
countries

Visa this official document is sometimes

needed when travelling eg this would
apply if you were visiting any country
in a war-zone

Immunisation Form/Vaccination this may be a requirement if you visit

Certificate a particular area eg you require a
certificate for typhoid and hepatitis if
you visit India

Methods of Payment
Cash e-dollars or foreign currency may be
needed if travelling aboard
all requirements must be arranged in
advance and must be accounted for
with receipts

Account the organisation may pay direct to

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 the travel agent for travel,
accommodation etc
Credit/Debit Card
this is the most popular method
today and its usage demands a pin
number

Learn the benefits of using

credit/debit cards
Traveller’s cheques
Can be obtained in advance of
travelling to a foreign country
Expenses Claim Form
needed to claim and verify expenses

19
ICT Unit

Keyword Definition
Databases An organised collection of information

Fields/records

Formatting eg text, number, date/time,

currency

Advantages
• Records found quickly using search
facility
• Records can be sorted into required
order
• A query can be used to create a report
• Mail merge can be used to personalise
letters

Uses
• Staff records
• Customer records
• Supplier records
Spreadsheets Used to enter text and numbers into a
table with rows and columns. Formulae
can be entered into the required cells
which allow calculations to be made
automatically.

Formula
Addition =B2+B3 or =SUM(B2:B8)
Average =AVERAGE(B2:B8)
Subtraction =B2-B3
Division by 2 =B2/2
Multiplication =B2*C2
Absolute formula =$B$2*C2

Formula can be replicated by copying it

down or across

Advantages
• Formulae can be entered for
calculations
• Formulae can be replicated – saves
time
• Changes can be made easily
• Charts and graphs can be produced

Uses – see Unit 1b

Word processing Used to produce letters, memos, reports,
forms. It allows on screen editing by

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 inserting, deleting, moving words, and
checking spelling before printing.

Desk Top Publishing Prior to their use, businesses had to use

specialist design companies to produce
brochures and advertisements. DTP
allows users to design layout of text and
graphics for letter-headed paper, menus,
catalogues etc
The Internet This is a WAN spanning the globe. It
requires a modem, telephone socket,
Internet Browser software and an ISP -
Internet Service Provider.

Uses
• Advertising the organisation
• E-commerce – customers find a
product, order it and pay for it using
credit/debit card
• Keeping up-to-date with information
about competitors
• Using e-mail to contact customers
• Researching travel etc

Terms
Internet Service Provider (ISP) A company that provides access to the
Internet

Download The process of copying a document from

the Internet to a personal computer

Search engine A facility that lets the user type in a key

word and creates a list of relevant
websites eg Google, Yahoo

Hyperlink A connection from one web page or

website to another web page or site

Favourites A facility of web browsers that lets the

Features of a good website
Advantages of the Internet
user store the addresses of web pages
which are visited frequently
• Up-to-date information
• Easy to navigate (hyperlinks)
• E-commerce facility available
• Frequently asked questions section
(FAQ)
• Colour, graphics
• Contact details
• Information usually up-to-date
• Access to a wide range of information

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 • Available 24/7
• More detailed information on a
website
• Information available instantly
Disadvantages of the Internet • No guarantee of accuracy
• Needs to be updated regularly
• Connections unavailable
Intranet An internal network used to share
information within an organisation.

Uses
• Up-to-date company information
• Up-to-date product information
• Daily or weekly bulletins
• Internal e-mail
• Electronic diaries
• Sharing software/peripherals eg
printers

Advantages
• Same information available to all
employees
• Updates only done once
• Standardised documents can be
stored
Presentation software eg Microsoft Why?
PowerPoint • Each slide contains relevant
information, graphics and can be
animated
• Sound, video clips can be incorporated
• Can set up timings for the show
Security Methods of making sure that data is
private or that only authorised people can
see the data.
Passwords – a secret code that you use to
gain access to private information on a
computer system or to log onto a network.
Encryption – processing a message so
that personnel cannot understand it
unless they have authorised access to the
software needed to unscramble the data.
Physical – this includes locked doors,
swipe cards for keyboards etc
Biometric – this includes iris scans and
palm prints to gain access to computer
rooms.

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