Module 6

SAQA ID: 10170 Demonstrate an understanding of

employment relations in an organisation
SAQA ID: 13937 Monitor and control office supplies
SAQA ID: 13931 Monitor and control the maintenance of
office equipment
SAQA ID: 13935 Plan and conduct basic research in an
office environment

NATIONAL CERTIFICATE:
BUSINESS ADMINISTRATION SERVICES -
SAQA ID: 67465
MODULE 6

THE OFFICE ENVIRONMENT AND REQUIREMENTS

MODULE CREDIT TOTAL: 15

SECTION 1: FORMATIVE ASSESSMENT INSTRUMENT

LEARNER NAME: Tyris Ramlall

WORKPLACE: Kansai Plascon

Initials:
 Welcome to your Formative Assessment!
This document deals with the formative assessment of your
competence towards the outcomes which you need to achieve.
“Formative Assessment refers to assessment that takes place during
the process of learning and teaching” (SAQA: Criteria and Guidelines
for Assessment Policy Document, pg 26).

The formative assessment activities and questions in this section

count towards your overall competence and also prepare you for the
summative assessment to follow. Ensure that all the questions are
answered in full giving examples where asked.

Module 6: Unit Standard Cluster Information

SAQA Unit Standard Title Level Credits

10170 Demonstrate an understanding of 3 3

employment relations in an organisation
13937 Monitor and control office supplies 3 2
13931 Monitor and control the maintenance of 3 4
office equipment
13935 Plan and conduct basic research in an 3 6
office environment

Instructions & Memorandum of Assessment

You will be required to complete the following sections of this

document which forms part of your overall formative assessment.

Section 1: Formative Assessment

Initials:
1.1 Classroom: Formative Knowledge Questionnaire
These knowledge based questions will be based on the outcomes
and content of your classroom training session. Please answer all
the questions provided as this will also form part of your portfolio of
evidence.
1.2 Classroom: Practical Assessment Activities and Assignments
These activities will be completed during the classroom or
facilitation session and can be found in the learning material.

SECTION 2: Summative Assessment

“Summative Assessment is assessment for making a judgement
about achievement. This is carried out when a learner is ready to be
assessed at the end of a programme of learning” (SAQA: Criteria and
Guidelines for Assessment Policy Document, pg 26).

Your Summative Assessment consists of:

2.1 Observational Assessment and Workplace Assignments
To be completed in the workplace by your facilitator and / or
assessor based on your performance at the end of the course.
2.2 Summative Knowledge Assessment
Please complete the assignment by following the instructions
provided.
2.3 Personal Narrative
The personal narrative offers a chance for you to reflect on the
requirements of the required outcomes and reflexive competence in
the application of the learning.
Initials:
2.4 Witness Testimony
The witness testimony consists of a testimonial based on your
performance as observed / reviewed by your Supervisor / Manager
in the workplace.
2.5 Logbook
Please complete the Log Book by following the instructions
provided.

Initials:
FORMATIVE ASSESSMENT: KNOWLEDGE QUESTIONAIRE

Instructions to the Learner: The following questions must be answered in full giving
examples where asked. Please read all the questions carefully and take time to consider your
answer before recording it.

UNIT STANDARD: 10170 Demonstrate an understanding of employment relations in an

organisation

Important Note: Should any additional information / documents be required or attached,

kindly ensure that you have referenced them accurately as identified in each section.
US REFERENCE:
SO 1 AC 1

1. Identify different stakeholders of your business by categorising them into two groups.
List all the relevant positions under each heading.

Management Organised Labour

Customers Community 

Owner’s Staff 

Shareholders Supplies 

US REFERENCE:
SO 1 AC 2
2. Select eight (8) stakeholders from above which you have identified and describe their
roles in their positions.
Stakeholder Role
Owner’s are resonsible for the general direction ,growth and executive 
management of the organisation
Shareholders Have loyalty to the organisation because they interest in the 
organisaton is in the form of their capital which they have invested
in the organisation

Managers Roles In the organisation is either the day to day or staff 

management of the organisation
Staff Their function internally in the organisation performing the tasks 
required to keep the organisation functioning and profitable
Customers Without the customers purchasing the products of the organistion 
The organistion will fail to make a profit or indeed ,survive

Supplies Their reputation relies on the quality of goods or 

materials of production that they offer their companies of
engagement. To be retained, they have to offer suitable
quality materials, deliver them on time and match the
required quantity.

Initials:
 Community Someone who has a suited interest in the health, well-being 
advancement and success of the community


US REFERENCE:
SO 2 AC 1
3. List and describe different policies and procedures relating to employment in your
organisation.
Policy and Procedure Description
discrimination Ensure employees are safe and treat them fairly 

Internet/social media Restricted Internet access to restricted sites to prevent 

company info getting leaked and hackers.

Health & safety Is based on one core principle is preventing harm and that 
means keeping you safe and healthy
Employee complaint formal process for resolving complaints within your company 
policies so that employees know how to handle their concerns in a
professional manner
Employment It is a best practice to clearly define employment 
classifications. - classifications, such as full-time, part-time, exempt, or non-
exempt since an employee's classification can dictate
eligibility for benefits and overtime pay.

US Reference:
SO2AC2-3
4. What is your organisations grievance and disciplinary procedures.
Disciplinary procedures -employer agrees to provide the employee with written 
notification of a disciplinary document that is to be made a part of the employee’s
personnel file. In instances where the Employer desires to conduct an investigatory
interview with an employee, the employee shall be entitled upon request to have an
Association representative present at the interview. A copy of all disciplinary actions
involving suspension or discharge will also be provided to the Association unless the
employee requests that the matter be kept confidential.
US Reference: SO3
AC1

5. Identify and list the various types of employment agreements

Verbal agreement /contract 

Tacit contact 

Written contract 

US Reference: SO3
AC2

6. List and describe the relevant conditions of employment in your organisation.

Initials:
 Working hours - amount of time a person spends at work during the day 

45 hours a week- The amount of normal time worked is a matter of contractual 

agreement between employer and employee. Some employers work a 40-hour  week
and so on. The statutory limitation of 45 hours per week means that the employee may
not work more than 45 hours per week normal time.
Sick leave - is paid time off from work that workers can use to stay home to address 
their health needs without losing pay. It differs from paid vacation time or time off work
to deal with personal matters, because sick leave is intended for health-related
purposes. Sick leave can include a mental health day and taking time away from work
to go to a scheduled doctor's appointment.

Section B: Multiple Choice Questionnaire

Instructions: Complete the following multiple choice questions by selecting the correct
answer from the options provided. Mark your selection with an “X” below to indicate the
correct choice/s.
US Reference: EEK +
SO2
7. Identify the impact of not communicating company policies and procedures to staff.

Choice A Choice B Choice C

Staff will not perform as Staff will perform better Company standards will be
per organisational and more efficiently maintained effectively
requirements
x 

US Reference: EEK +
SO2
8. Identify the consequences of not reviewing or updating company procedures and
policies.

Choice A Choice B Choice C Choice D

Company will be Company will not Company will enjoy Customer satisfaction
more improve itself an increase in sales levels will increase
competitive
x 

Facilitator Comments Assessment Results

Name: Name:
Date: Date:
Signature: Signature:

UNIT STANDARD: 13937 Monitor and control office supplies

Initials:
Important Note: Should any additional information / documents be required or attached,
kindly ensure that you have referenced them accurately as identified in each section.
US Reference:
SO1AC1,2,3,4
1. Monitor your office supply levels by completing the inventory control template below

OFFICE SUPPLY INVENTORY LIST

ITEM ITEM COST PER NO OF UNITS REORDER REORDER T

NO UNIT IN STOCK LEVEL

01 Printing paper R70 60 60 6

02 Printer R450 12 12 1
cartridges
03 Pens R30 100 100 3

04 Staples R25 1000 1000

05 Envelopes R15 200 200 1

Initials:
 US Reference:
SO2AC1,2,3,4

2. process and procedures for maintaining office supplies

2.1 How is the office supply processes and procedures monitored or evaluated
Once the departments have given the purchasing department the information 
about the service, supplies or material required, the purchasing agent monitors the
order throughout the process. The purchasing agent assigned to the order must
follow up with the vendor in case there is a change or update and monitor the order
until it has been received.

2.2 What are some of the actions that can be taken if processes relating to maintain
office supplies get out of line
Using a spreadsheet is ideal for small- to medium-sized offices. You don’t need to buy special 
software to manage supplies for most offices! A spreadsheet, like Excel or Google Sheets,
works great. Start with a column for the supplies and list the names of each one in individual
cells. Then, set up additional columns so you can fill in details like brand, part number, colour,
etc.

Schedule a specific day for placing orders to stay organized. Pinpointing a day for this helps
keep your stock at the proper levels and prevents you from placing multiply supply orders at
random times. You can just plan to order everything in one fell swoop on the appointed day
and everything will be delivered together.
How often you need to reorder depends on your supply turnover and how often you do
routine checks.

2.3 If you or any other staff member has a suggestion or recommendation to improve
processes, who will you report these suggestions to
To the manger or supervisor 

US Reference: SO3
AC 2
3. List at least two (2) methods which could be used to effectively control the use office
supplies in an organisation.
Have weekly checks of supplies. 
Limit access to supplies so easier to manage.

Section B: Multiple Choice Questionnaire

Instructions: Complete the following multiple choice questions by selecting the correct
answer from the options provided. Mark your selection with an “X” below to indicate the
correct choice/s.

US Reference: EEK +
SO3
4. Identify the consequences of not having sufficient office supplies available.
Choice A Choice B Choice C Choice D
This will result in Could result in delays There will be no This will be more
Initials:
 increased and disruption of consequences cost-effective
production levels service
x 

US Reference: EEK +
SO3
5. Identify the benefit of reposting issues outside your area of authority to the appropriate
staff member or department.
Choice A Choice B Choice C Choice D
To ensure that I don’t To resolve situation To minimise my To ensure that I will
have to deal with it promptly and own workload not be blamed for
effectively anything
x 

Facilitator Comments Assessment Results

Name: Name:
Date: Date:
Signature: Signature:

UNIT STANDARD: 13931 Plan and conduct basic research in an office environment

Important Note: Should any additional information / documents be required or attached,

kindly ensure that you have referenced them accurately as identified in each section.
US Reference: EEK +
SO1 AC 1
1. Why is it important to conduct a routine maintenance on office equipment .
Routine maintenance of equipment is most relevant importance and a necessary 
activity. What ‘maintenance’ basically means is a set of different activities, comprising
assessment, testing, measurement, modification, and replacement that is all carried out
in the workplaces and sectors.
Moreover, with regular implemented maintenance such as making generator is working
helps lower the risk associated with certain workplace hazards and dangers, creating
healthier and safer working conditions for employees.

US Reference: SO1
AC2,3,4
2. Complete the table below by firstly identifying all the office equipment that is needed
for maintenance, thereafter, briefly explain the procedure for maintenance and assign
the appropriate personnel
List of office equipment Description for the Procedures Appropriate personnel
requiring maintenance for maintenance assigned
Computer Maintenance IT Department 
of computer hardware is a way
of taking care, repairing and
replacing broken and
Initials:
 failing computer hardware.

Maintenance is necessary
on computer to avoid hardware
failure or loosing valuable
information and most times,
hardware breaks without notice.
Excess heat accelerates the
deterioration of the delicate
circuits in the system. Dust and
dirt are the most common cause
of overheating. Thus, cleaning a
case is done to prevent
components from overheating.

Fire-extinguisher Fire check company comes Fire check company d

every 6 months to see if all (maintenances) 

extinguishers are working

properly and haven’t been used

for besides eminency matters

Desk The extent of the damage In house handy man 

needs to be assessed and it or maintenance guy

must be determined if we

should buy new one or the old

one can be repaired

Printer the ink cartridges must get Office personal 

changed and system updates

got to be down qualified person

US Reference: SO2
AC1 AC2

Initials:
 3. Compile a list of all the maintenance providers used by your organisation. Include the
contact information in your list. Next to the provider suggest which of the providers are
highly recommended and which ones are not worthy

List of Maintenance For each of the maintenance providers that you listed suggest if
Providers the provider is recommended or not recommended
Recommended Not Recommended
Telkom fixed line - Recommended 

0800200000

Servest Recommended 

Spill tech Not recommended 

US Reference: SO2
AC3

4. What is the purpose of a maintenance agreement?

A maintenance agreement outlines the steps one party will undertake to insure the 
upkeep, repair, serviceability of another party’s property. Maintenance contracts are
commonly used by companies that take care of vehicle fleets, industrial equipment,
office and apartment buildings, computer networks
US Reference: SO2
AC4
5. In your organization How are the maintenance providers
contacted to repair or maintain equipment
Maintenance providers are contacted via job cards which is maintenance system that 
alert maintenance providers what equipment needs repair or to be maintained which is
lodge by manager or supervisor via email or phone call.

US Reference: SO2
AC5

6. How are issues pertaining to the maintenance providers identified and reported?
you must identify (understand) everything in your department or plant or have 
someone on staff who does. When a problem occurs, you need to identify where
and when it happened as well as where and when it did not. More importantly, you
need to identify why you do things a certain way while always on the hunt for a
better approach.

Reporting -it is important to note, that all maintenance requests must be in writing; the
more information you provide the quicker we can have the owner’s written approval to
proceed with the required maintenance.

US Reference: SO3
AC1,2,3,4,5,6,7
7. Draft a copy of a routine office maintenance schedule in the space provided below.
Your schedule should have the following key aspects
Initials:
  Type of routine maintenance is identified and explained.
 Safety measures for routine maintenance are described.
 Location of maintenance equipment and accessories are identified and procedure for
retrieval is explained.
 Routine maintenance is conducted according to manufacturers' instructions.
 Office equipment is checked to ensure it is in working order before use.
 Maintenance materials are disposed of in accordance with organisational
requirements.
 Routine maintenance is conducted within agreed time frames.


Section B: Multiple Choice Questionnaire

Instructions: Complete the following multiple choice questions by selecting the correct
answer from the options provided. Mark your selection with an “X” below to indicate the
correct choice/s.

US Reference: EEK +
SO2 AC4/5
8. Identify two possible sources for locating qualified maintenance service providers.

Choice A Choice B Choice C Choice D

Manufacturers Fax Yellow pages Email
x 

US Reference: EEK +
SO3 AC1/4
9. Identify the possible consequences of not maintaining machines and equipment in
good order.

Choice A Choice B Choice C Choice D

Will save Could result in health Will ensure for more Could result in costly
time and or safety risks satisfied staff and clients repair or
money replacements
x x 

Facilitator Comments Assessment Results

Name: Name:
Date: Date:
Signature: Signature:

UNIT STANDARD: 13935 Plan and conduct basic research in an office environment
Important Note: Should any additional information / documents be required or attached,
kindly ensure that you have referenced them accurately as identified in each section.

US Reference: SO1
Initials:
 AC1 AC2
1. Create a list of possible research topics that would be applicable to your workplace
context. Next to each topic identify and note the key stakeholders that should be
considered for each of the topics and describe the scope of the research for each topic

Research Topic Key Stakeholders Scope of the research

Content Analysis Staff and manager Mathematical research 

such as your graphs and

statics

Numerical Analysis Customers and Experimental use on most 

owners recommended products and

services

Provide motivation Managers Motivate employees to 

increase production

US Reference: SO1
AC3 AC4
2. Compile a list of at least 5 quantitative methodologies and 5 qualitative methodologies
and assign research topics to each the applicable methodologies.
Quantitative Methodologies Research Topics
1. Experiment 
Studying Organisations: The Hawthorne Experiments -

The Hawthorn experiments marked a new direction in

research of motivation and productivity. More than half a

century has passed, and productivity remains a concern of

management.

2. Survey Digital Marketing Strategies for an OTT Tv platform 

3. Systematic (observation) Systematic Observation 

M Elizabeth Vonk. Research Techniques for Clinical Social
Workers, 2nd edition. Columbia University Press, 2007.

Initials:
 4. Secondary Research 

5. 

Qualitative Methodologies Research Topics

1. Grounded Theory Barney Glaser 

2. Ethnography Observing employees in a corporate office 

3. Action Research How flexible seating in the fourth-grade 

classroom can improve collaborative learning.

4. Phenomenological research 

5. Narrative Research 

3. Consider a topic that you would like to research within the context of your workplace
environment.
Write down the title of the topic:
Studying Organisations: The Hawthorne Experiments 

US Reference: SO2
AC1-AC4
4. Now plan the research by filling in the information for each of the stages below.
Explain how you plan on achieving the broad statements

Preparation stage
 How will you identify the need for and the purpose of the research
research on real workers performing real production tasks in a world-class business was on 
the threshold of confirming the truth of that message.

 How will you define the scope of the research

Initials:
 The Hawthorne experiments were originally designed by the National Research Council to 
study the effect of shop-floor lighting on worker productivity at a telephone parts factory in
Hawthorne. However, the researchers were perplexed to find that productivity improved, not
just when the lighting was improved, but also when the lighting was diminished. Productivity
improved whenever changes were made in other variables such as working hours and rest
breaks.

 How will you select suitable either qualitative or quantitative methodology

quantitative methodology 

US Reference: SO2
AC1-AC4
 How will you identify the purpose and the question or problem to be solved by the
research that is to be conducted
STEPS TO SOLVE A PROBLEM 

Identifying and Defining the Problem: The problem that has been recognized should be
interesting challenging and motivating for the students to participate in exploring.

Analysing the Problem: The problem should be carefully analysed as to what is given and what is
to be find out. On the other hand, problem is like a question about which we have sometime little
knowledge.
Formulating Tentative Hypothesis: It means to prepare a list of possible reason of occurrence of
the problem. Therefore, to draw hypothesis means we think possible reasons or causes in our
mind. it provides us rout to move forward and collect data.

Testing the Hypothesis: Appropriate methods should be selected to test the validity of the
tentative hypothesis. In other words, this step is used to collect data on the bases of our
hypothesis.

Verifying the Result: Student are asked to determine their results. After that, should be able to
make generalization and apply it to their daily life. And in this way, you’ll how to identify and
solve a problem.

US Reference: SO2
AC1-AC4
 How will you determine the expected outcome
Expected outcomes relate directly to program goals and objectives. What do you expect to 
achieve because of meeting your objective

US Reference: SO2
AC1-AC4
 The methodology and any schedules
Surveys and interviews 

Initials:
 US Reference: SO2
AC1-AC4
 The data must be gathered according to the methodology described in the plan.
Ground theory - a way of thinking about and conceptualizing data. 
Action Research- is a process by which practitioners attempt to study their problems
scientifically to guide, correct, and evaluate their decisions and action.
Systematic (observation) - is an assessment strategy used to document behaviour, activities,
knowledge, or skills of a sample space (here, a group of people) over a period of time, rather
than assessing the sample space at the same time.

US Reference: SO2
AC1-AC4
 The data must be organised according to the methodology described in the plan.
Arranged in alphabetic order. 
Identify the most common solution

US Reference: SO3
AC1
 List 5 possible data analysis techniques that can be used to obtain the data for the
research that you intend on completing.
Formula method, comparison method, the quadrant method ,80/20 rule and funnel 
analysis

US Reference: SO3
AC2 AC3
 Which one of the data analysis techniques is the most appropriate for the purposes of
the research?
comparison method, 

US Reference: SO3
AC4
 What type of findings will you use to display on the report and how will you display the
findings?
 Analytical Reports 
. Informational Reports
Graphs

US Reference: SO4
AC1-AC4
5. Use the space below to plan a research report

In your draft effort explain how you will achieve the following aspects

Initials:
  Include all the elements of a plan, as well as the collated data, the analysis, the
findings, a discussion with reference to published works relating to the topic, the
recommendations, a conclusion and references

Plan – In order to conduct research to write a report, you must know your data &
how it will be created, data is generated from surveys and interviews that will help
conduct the research.
Collation of data - on how much of motivation and productivity is measured yearly in a
organisation. And productivity has always been main concern in organisations.
Analysis – On how much productivity is done in a specific organisation and where they are
lacking on productivity.
Finding- The Hawthorne experiments were originally designed by the National
Research Council to study the effect of shop-floor lighting on worker productivity at a
telephone parts factory in Hawthorne. However, the researchers were perplexed to
find that productivity improved, not just when the lighting was improved, but also when
the lighting was diminished. Productivity improved whenever changes were made in
other variables such as working hours and rest breaks.
Recommendations – to improve productivity the lighting must get improved and also the
lighting was diminished which increased productivity and whenever little changes were
improved like extra break time and improvement of working hours .Have team meetings every
month on ways to improve productivity
Conclusion – The light was diminished and improvement of other variable like working hors and
extra break time has improved productivity hence workers are happier to work and have more
energy to complete tasks and production improves.

 The report contains appropriate diagrams, graphs or charts that serve to illustrate and
enhance comprehension of the points being made.
When it comes to presenting and explaining data charts, graphs, and diagrams, you should 
help people understand and memorize at least the main points from them. As to the use cases,
diagrams and other visuals perfectly fit for describing trends, making a comparison, or showing
relationships between two or more items. In other words, you take your data and give it a visual
comprehensible form.

 The report links researched findings to published data in an integrated manner.

By highlighting the links in blue so able to access them easier 

 The format of the report is based on a company specific template designed for the
purpose.
to present facts about a specific topic, situation, or event. It’s not about supporting ideas or 
hypotheses. The information must be presented in a clear and concise way — that’s why the proper
report writing format is essential.

US Reference: SO5
AC1
6. How will you determine the effectiveness of the techniques that you selected with
reference to the purpose of the research being carried out.
The number of profits earned by the organization in the meantime, and the unity and the 
engagement of your entire team to drive out your business's success can often be termed as
effective.

Initials:
 US Reference: SO5
7. How does the design, purpose and findings of the AC2
research become useful to the organization?
Helps to improve productivity in the business or organisation 

Section B: Multiple Choice Questionnaire

Instructions: Complete the following multiple-choice questions by selecting the correct

answer from the options provided. Mark your selection with an “X” below to indicate the
correct choice/s.

US Reference: EEK +
SO2 AC3-4
8. Identify tools which could be used to visually display raw data in a more easy-to-
understand format.

Choice A Choice B Choice C Choice D

Graphs Emails Diagrams Letters
x x x 

US Reference: EEK +
SO1 AC1/2/5
9. Identify the consequences of not planning your research adequately prior to
commencing with the actual research / study.
Choice A Choice B Choice C Choice D
May result in Will result in more May result in This will save
insufficient effective research ineffective research me time and
resources being results results effort
available
x 

Facilitator Comments Assessment Results

Name: Name:
Date: Date:
Signature: Signature:

Initials:
FOR ASSESSOR

File Checked:
Date Assessor Signature

This is to verify that the learner has completed all the above and has achieved competence.

Assessor Name: Assessor Reg. No:

Assessor Signature: Date: / /

This is to verify that the above work is my own / authentic.

Learners Name: Tyris.Ramlall

Learners Signature: Date: 03/ /03/ / 2023

Initials:
FORMATIVE ASSESSMENT

CLASSROOM WORKBOOK – SECTION 2

Instructions to the Learner: The following section requires you to check and confirm the
completion of all the activities and questions in your learner manual.

Formative Assessment Activities: Learner Manual

Instructions: Check to confirm that you have sufficiently completed all the questions and
activities found in your learner manual as instructed by your facilitator during the facilitation
session.

2.1.1 Learner Confirmation:

I agree that I have checked my learner manual to confirm that I have completed all the
questions and activities which are required by me and as indicated by my facilitator.

Please mark (x) next to the corresponding

answer

Yes No

2.1.2 Learner Signature:

Learners Name:

Learners Signature: Date: / /

Initials: