Nat 5 Admin - Theory Revision

DEVELOP - Provide and maintain a suitable working environment.

Employers should provide and maintain a suitable working environment. For example, it should be regularly checked that exits are clear to ensure safety of employees.

DEVELOP - Provide information and training on health and safety requirements.

Employers should provide information and training on health and safety requirements. For example, employees should be trained on certain evacuation procedures to ensure every individual behaves in a safe manner should it something like that happen.

DEVELOP - Provide protective clothing and equipment if needed, this should be tested regularly.

Employers should provide protective clothing and equipment if needed, this should be tested regularly. For example, if the organisation was building based, protective headgear like helmets would be issued to anyone on the build site.

DEVELOP - Ensure the equipment is safe, maintained, and train staff to store it properly, regular checks should be carried out.

Employers should ensure the equipment is safe, maintained, and train staff to store it properly, regular checks should be carried out. For example, equipment should not be stacked up too high, and should be checked for any breaks or cracks.

DEVELOP - Provide a health and safety policy in order that employees can refer to it

Employers should provide a health and safety policy in order that employees can refer to it. For example, if an employee was faced with a situation involving health and safety implications, and they weren't sure about right procedure to follow, they could easily check rather than having to guess, which could lead to more trouble for the employee and the organisation as a whole.

DEVELOP - Assess workspace requirements.

Employers should assess workspace requirements. For example, the employer should set up a regular assessment of work spaces to ensure the upmost safety for employees and to ensure employees are comfortable in their work environment.

DEVELOP - Provide adjustable seating.

Employers should provide adjustable seating. For example, if an employee was too remain sat in the same position, or an uncomfortable one, all day, this could cause great pain and discomfort that being able to adjust your seating would fix.

DEVELOP - Provide adjustable and tilting screens with anti-glare screens/screen guards.

Employers should provide adjustable and tilting screens with anti-glare screens/screen guards. For example, if an employee had to work all day with glare on their screen, this would greatly damage their eyes. Beings able to remove glare would be effective in making sure the employees eyes don't get damaged.

DEVELOP - Provide suitable desk, keyboard, and wrist guards.

Employers should provide suitable desk, keyboard, and wrist guards. For example, an unsuitable desk and keyboard could be too cramped or just uncomfortable for the hands or the wrists. Allowing employees hands to be rested as they work removes any tension from the arms and hands that could cause problems.

DEVELOP - Ensure staff have regular breaks/ change of activity away from the VDU.

Employees should ensure staff have regular breaks/ change of activity away from the VDU. For example, if an employee had been working multiple hours at a computer screen with no break, they should be encouraged to step away from their work station to allow their eyes and muscles a break, as well as their head.

DEVELOP - Provide eye tests if necessary.

Employees should provide eye tests if necessary. For example, if an employee was to develop difficulties involving their eyesight due to their work, those who provided those work conditions should take responsibility in helping that employee.

DEVELOP - Assess fire risks in the organisation.

Employers should assess fire risks in the organisation regularly. For example, sockets would be checked for overcrowding and it would be ensured that there is no open wires that anyone could trip over.

DEVELOP - Provide appropriate fire fighting equipment.

Employers should provide appropriate fire fighting equipment. For example, fire extinguishers should be provided to ensure that anyone can put out a smaller fire.

DEVELP - Provide warning systems (check regularly).

Employers should provide warning systems that are regularly checked. For example, fire alarms should be installed to ensure that in the case of a fire, everyone is made aware.

DEVELOP - Train employees in fire procedures.

Employers should train employees in fire procedures. For example, employees should be informed of how to treat smaller fires that may not need an evacuation, and should be told where the equipment is for them to do so.

DEVELOP - Ensure emergency exits are clearly labelled and kept clear.

Employers should ensure emergency exits are clearly labelled and kept clear. For example, in the case of an evacuation where exits were NOT clearly labelled and kept clear, employees may find themselves going out the wrong doors or falling over objects in order to get out the right ones, or trapped in by the objects in front of the doors being too hard to move.

DEVELOP - Fire proof doors must be used where required.

Fire proof doors must be used where required. For example, if a fire was to start in a kitchen area, it can be concealed to only that area while everyone evacuate, or it can at least slow the fire down.

DEVELOP - Ensure there are designated assembly points.

Employers should ensure there are designated assembly points. For example, this could be somewhere in the buildings carpark or a nearby field to ensure once everyone is out the building, they are far enough away and know where to go.

Key Features of Good Customer Service - The customer comes first

The customer always comes first. For example if an employee was in the middle of a task and they were approached by a customer with a question, they should pause what they are doing and help that customer.

Key Features of Good Customer Service - Complaints are dealt with promptly

Complaint should be dealt with promptly. For example, when a complaint is filed the organisations procedure should be followed and the issue should be dealt with in a reasonable amount of time.

Key Features of Good Customer Service - Communication is professional

Communication should always be kept professional. For example if an admin assistant answers the phone, they answer with an appropriate greeting and if the person calling wishes to speak with someone who is unavailable, they take a message.

Key Features of Good Customer Service - Going above and beyond the customers needs

Organisations should ensure they go above and beyond the customer's needs. For example if a customer was booking a delivery slot, a slot should not just be given to them, but the employee should negotiate a time that suits the customer.

Key Features of Good Customer Service - The staff are well trained

Staff should be well trained. For example, staff should have good knowledge of the organisations products and services in the case that a customer ever asks them for advice.

Benefits of Good Customer Care - Customer loyalty

Good customer care creates customer loyalty. For example, if a customer was happy with their experience at the organisation, they would be much more likely to return.

Benefits of Good Customer Care - Improved reputation

Good customer care gives the company an improved reputation. For example, if a customer gives the organisation a good review, people will see that and view the organisation as more reliable so will be more likely to try out their services.

Benefits of Good Customer Care - Increased profits

Good customer care means increased profits. For example, if an organisation gains a good reputation they will also gain more customers, which means more sales, which means more profit.

Benefits of Good Customer Care - Lower staff turnover

Good customer care means there will be a lower staff turnover. For example, if an individual found themselves working in a positive work environment with high staff moral, they would be likely to not want to find a different job.

Benefits of Good Customer Care - Reduced complaints

Good customer care means reduced complaints. For example, a company with poor customer care will have to spend a lot more time dealing with complaints and therefore other areas within the organisation will be impacted, but with good customer care, more time can be spent on more important issues.

Impact of Poor Customer Care - Increased complaints

Poor customer care equals an increase in complaints, which means time gets wasted. For example, if an organisation takes up a lot of time with dealing with complaints, they won't have the time to actually work to improve the organisations weaknesses.

Impact of Poor Customer Care - Poor reputation

Poor customer care leads to a poor reputation. For example, if a customer was to share a negative experience they had with the organisation online, that issue will get shared amongst many people, and make them a lot less likely to use their services.

Impact of Poor Customer Care - Decrease in profits

Poor customer care means a decrease in profits. For example, a bad reputation will lead to fewer new customers, which means opportunities for sales may be lost and therefore profits will decrease.

Impact of Poor Customer Care - Legal action

Poor customer care can lead to legal action. For example, in extreme cases, a customer may feel like their experience with the organisation gives them a case to sue the organisation, which takes up a lot of time, effort, and money.

Impact of Poor Customer Care - Higher staff turnover

Poor customer care means a higher staff turnover. For example, an individual would not want to stay working in a negative work environment, meaning many employees will leave the organisation quickly, resulting in more time and money being spent on trying to recruit new staff members.

Impact of Poor Customer Care - Low staff moral

Poor customer care means a low staff moral. For example, if employees feel as if they are working for a poor organisation they will put in less effort, and this will create a more negative environment in which even more members of staff will also start to care less about their job and their work.

Tasks of an Admin Assistant - Organising events

Admin assistants are responsible for organising events. For example, they would be required to book the travel and accommodation of a senior colleague attending a meeting.

Tasks of an Admin Assistant - Working in reception

Admin assistants are tasked with working on reception. For example, this can include answering incoming calls and transferring them to the correct individual, and greeting people as they enter the organisation.

Tasks of an Admin Assistant - Prepare business documents

Admin assistants are tasked with preparing business documents. For example, an admin assistant may be asked to prepare customer letters using Word.

Tasks of an Admin Assistant - Updating database files

An admin assistant has the responsibility of updating database files with customer and supplier information. For example, entering a customers name, address, and email into the companies database.

Tasks of an Admin Assistant - Overseeing the organisations general email inbox

Admin assistants are responsible for overseeing the organisations general email inbox. For example, receiving and responding to queries over email from customers.

Tasks of an Admin Assistant - Printing and photocopying required documents

Admin assistants are tasked with printing and photocopying required documents. For example, printing out copies of monthly sale figures for meetings.

Tasks of an Admin Assistant - Organising and storing files in an appropriate manner

Admin assistants are tasked with organising and storing files in an appropriate manner. For example, sorting manual files in alphabetical order.

General Data Protection 2018 Principles - Collected for specified, explicit, and legitimate purposes

Data must be collected for specified, explicit, and legitimate purposes. For example, customers should be informed on exactly why their data is being collected.

General Data Protection 2018 Principles - Accurate and, where necessary, kept up to date

Data must be accurate and, where necessary, kept up to date. For example, if a customer was to change their name that information should be changed.

General Data Protection 2018 Principles - Kept for no longer than necessary

Data must be kept for no longer than necessary. For example, after an employee leaves the company their data should only be kept for an agreed amount of time.

Computer Misuse Act 1990

It is illegal to:

- Access computers without permission (hacking)

- Access computers with the intention of committing a crime

- Access computers to change or alter details without permission

Security of People - Check ID

Staff ID badges or security passes should be checked. For example, if an employee had to go into a restricted part of the building, they would need to prove that they were authorised so that there wasn't anyone unauthorised in that area.

Security of People - Monitor CCTV

CCTV should be monitored. For example, if needed, it would be able to be seen who was in certain areas of the building at certain times, and if there was anyone unauthorised in restricted areas.

Security of People - Visitors Book

All visitors should be logged in a visitors book. For example, upon entry of the building, a note should be taken of the visitors name, the date of the visit, and the exact time that they both arrived and left.

Security of People - Staff Sign In/Out

Staff are required to sign in and out of the building. For example, they should update the book with their name, the date, and the times that they both arrived and left the building so if needed the organisation can see who was there at a particular time.

Security of People - Visitors Badges

Visitors badges should be issued. For example, with a visitors badge it can be easily distinguished who is a part of the organisation and who is just visiting.

Security of Property - Attach equipment to desks

Equipment should be attached to desks. For example, objects attached to desks are much harder to misplace or steal.

Security of Property - UV Pen

Equipment should be marked with a UV pen. For example, if something was to go missing and then found, it can be easily identifiable as belonging to the organisation.

Security of Property - Equipment Inventory

An inventory of equipment should be kept. For example, if a member of staff was looking for something, the inventory could be checked to see if the organisation had that item, and if they had it but could not find it, know that the item was missing.

Security of Property - Locked Doors/Windows

Ensure that all windows and doors are locked. For example, if someone was to try and break into the organisation, they would struggle to get through they windows and doors as they wouldn't open.

Security of Property - Alarm

An alarm should be installed. For example, if someone had broken into the organisation, everyone would be immediately notified and the person breaking in may panic.

Security of Property - Security Guard

A security guard should be hired. For example, the guard would keep people from attempting to break in, whether that is physically stopping them or just acting as a form of intimidation.

Security of Property - Security Blinds

Install security blinds. For example, blinds will stop individuals from being able to see all the valuables in the building, making people less likely to spot something and attempt to steal it.

Security of Manual Information - Restrict access to storage areas

Access to storage areas should be restricted. For example, only trusted individuals will be able to access even just the area where files are kept to ensure no files go missing.

Security of Manual Information - Visitors should always be supervised

Visitors should always be supervised. For example, whoever is left in charge of supervising a visitor should not let them into areas where important files are stored.

Security of Manual Information - Locked Filing Cabinets

Filing cabinets should be locked. For example, information can only be accessed by individuals with a key.

Security of Manual Information - Confidential information should never be left lying around

Confidential information should never be left lying around. For example, if information was to be left out, anyone could read it, and someone unauthorised could easily take the files or make note of the information in it.

Security of Manual Information - Confidential information should be shredded after use

Confidential information should be shredded after use. For example, no individual would be able to use the information from a discarded file, as that file would have been physically destroyed.

Security of Electronic Information - Confidential information should never be left on the screen

Confidential information should never be left on the screen. For example, someone may be able to take note of information left on a screen, or edit it as there are no passwords to stop them from accessing the computer.

Security of Electronic Information - Read Only Files

Save files as read only. For example, by changing a file to read only it ensures that nobody else will be able to edit the document.

Security of Electronic Information - Install Anti-Virus Software

Anti-virus software should be installed. For example, anti-virus would be able to save files from getting corrupted by computer viruses, so no important information is lost.

Security of Electronic Information - Back Up Data

Data should be backed up. For example, if a file was to get corrupted, there will always be an identical copy so information isn't completely lost.

Features of Reliable Sources

- Kept up to date

- Accurate

- Free from bias

- Relevant

- Sufficient

Consequences of Using Unreliable Sources - Wrong Decisions

Wrong decisions will be made as unreliable sources may give inaccurate information. For example, if you were organising an event for a certain national day and you used an inaccurate source to find what day it was, you will end up holding that event on the wrong day.

Consequences of Using Unreliable Sources - Missed Opportunities

Opportunities will be missed as unreliable sources may be out of date. For example, if you were planning to go to a special event and found out the date from an unreliable source, you will miss that event due to believing it was on a different day that you found out from that source.

Consequences of Using Unreliable Sources - Damaged Reputation

The reputation of the business may be damaged sue to wrong or late decisions. For example, people will get mad if the business sticks to information they found from an incredibly bias source that didn't paint the whole picture of a particular matter.

What is email?

Information send and received via the computer. It is an electronic letter.

How can an organisation use email?

Can be used to communicate with both co-workers and customers. For example, a weekly email can be sent out to customers to tell them about new deals the organisation is making.

What are some advantages of using email?

- Fast method of sending information

- Relatively inexpensive

- Attachments can be sent easily

- Group email can be used and messages can be forwarded to others

What is a blog?

Blogs are set up online by anyone who wishes to communicate their thoughts and opinions on any particular topic.

How can an organisation use blogs?

Organisations can use blogs to connect with customers and to connect people to their brand. For example, customers can leave comments underneath the organisations post to give immediate feedback.

What are some advantages of blogs?

- Easy/quick to update

- Comments can give useful feedback

What are forums?

An online discussion group for individuals to discuss topics of interest.

How can an organisation use forums?

Organisations can use forums for market research and customer support. For example, an organisation can set up a forum for their customers to discuss their ideas on future products and give feedback on what products they may want to see from the organisation.

What are some advantages of forums?

- Encourages discussion

- Improves communication and collaboration

How can an organisation use websites?

An organisation can use their website to promote products. For example, an organisation may decide to use their website to advertise product sales and allow customers to order said products from that website.

What are some advantages of websites?

- Easily accessed by new customers

- Easy to use and update

- Educates customers

- Extends local research

- Cheap form of market research

What is social media?

Social media is a way of talking to other people via the internet, allowing you to share pictures, information, ideas etc. You can choose to follow accounts that interest you.

How can an organisation use social media?