TEST CODE 01237032

FORM TP 2017092 MAY/JUNE 2017 C A R I B B E A N E X A M I N A

TIONSCOUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE®

EXAMINATION

OFFICE ADMINISTRATION

Paper 032 – General Proficiency

1 hour 45 minutes

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

1. You MUST use this answer booklet when responding to the questions. For
EACH question, write your answer in the space provided and return the
answer booklet at the end of the examination.

2. Use the CASE STUDY to answer the questions.

3. Do NOT write in the margins.

4. You are advised to take some time to read through the paper and plan your
answers.

5. You may use a silent, non-programmable calculator to answer questions.

6. If you need to rewrite any answer and there is not enough space to do so on
the original page, you must use the extra lined page(s) provided at the
back of this booklet. Remember to draw a line through your original
answer.

7. If you use the extra page(s) you MUST write the question number clearly
in the box provided at the top of the extra page(s) and, where
relevant, include the question part beside the answer.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO.

Copyright © 2015 Caribbean Examinations Council

All rights reserved.

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Instructions: Read the following case study and answer ALL questions.

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CASE STUDY

The Apprentice

On 2 March 2017, Shakoya Nesbeth joined Randall and Daley Co. Ltd, a small wholesale company,
located in Kingstown, St Vincent. She recently graduated from St Judes’ High School for Girls and had no
previous experience working in an office environment. Shakoya was as excited about her new job as she
was at the interview. Her pleasant personality and appropriate attitude made her the top choice for the job
as office clerk. She was now an apprentice on the job.

Mrs Sheryl Jackson, the administrative assistant, was assigned to initiate and expose Shakoya to all that
takes place in the office environment. Shakoya was introduced to the staff whom she had not met during
the interview process. These persons included the supervisors, purchasing, sales and finance managers,
other clerks, and three members of the ancillary staff. She was also introduced to Mr James Randall,
managing director and Mrs Georgia Daley, the general manager.

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1. Randall and Daley Co. Ltd employs staff whose responsibilities do not overlap thus allowing for better
work management. After a long day, Shakoya went home and tried to remember the persons she
met on the first day and their positions in the company.

(a) In the space provided on page 5, use the information in the case study to draft an organization
chart for Randall and Daley Co. Ltd. This will assist Shakoya to understand the various
positions within the company.

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ORGANIZATION
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Randal and Daley Co. Ltd
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(b) Suggest THREE implications of Randall and Daley Co. Ltd applying ergonomic considerations DO NOT

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in the workspace design.

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2. On her second day at work, Shakoya was invited to attend a meeting with the
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administrative

assistant, Mrs Sheryl Jackson, who wanted to test Shakoya’s time management skills.

(a) Shakoya was given FOUR tasks to perform for that day. The tasks consisted of typing a letter
to a member of the ancillary staff; attending a training session at 3:30 p.m.; making two
urgent telephone calls to potential employees to confirm interview dates for the next day,
and filing documents in her in-tray basket.

Prioritize the four tasks in order of importance.

Task 1 ..................................................................................................................................

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Task 3 ..................................................................................................................................

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(b) Suggest FOUR ways Shakoya could develop proper time management skills as part of DO NOT

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the set of attributes that her new employer expects.

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3. Three of the ideal ways that Shakoya can contribute to maintaining good human
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relationships with

co-workers are:

– Maintaining confidentiality
– Being honest
– Being loyal

(a) For EACH of the ideals mentioned above, provide an instance of appropriate behaviour to be
demonstrated.

Maintaining confidentiality

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Being honest

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Being loyal

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(b) As part of the orientation activities, Shakoya was asked to identify four attributes that DO NOT WRITE

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she possesses that would have a positive impact on her co-workers. She identified the
following attributes: integrity, good deportment, high level of self-esteem and good work
ethic.

Select any THREE of the attributes that Shakoya identified and discuss how demonstrating
these attributes can positively impact the organization.
Attributes How demonstrating these attributes could
positively impact the organization
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Attributes How demonstrating these attributes could
positively impact the organization
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(6 marks)
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4. (a) Randall and Daley Co. Ltd implemented a centralized office service in keeping with its DO NOT WRITE IN

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office functions and size.

Suggest FOUR decisions that the company would MOST likely consider in its change
from a decentralized to a centralized office system.

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(b) The management of Randall and Daley Co. Ltd chose to use the open plan office.

Suggest FOUR ways in which this layout may help to prevent any problems associated
with future expansion.

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5. Randall and Daley Co. Ltd wishes to improve health and safety conditions in the office.
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Suggest FIVE likely results to be derived by the company in creating an atmosphere which
improves health and safety working conditions in the office.

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6. During the third week of orientation, Mrs Sheryl Jackson showed Shakoya several pieces of office DO NOT

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equipment that are utilized by the office. Shakoya had limited experience in operating some of the
office equipment.

For EACH piece of equipment listed below, state ONE task for which the equipment may best be
used to improve efficiency in the company.
Equipment Nature of Task

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Equipment Nature of Task

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(4 marks)

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7. The activities within an office, for instance, processing and disseminating information, are crucial DO NOT

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to the successful daily opeations of that office.

For EACH of the following activities, suggest THREE actions that Shakoya and the other office
staff must carry out to ensure the company’s success.

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Processing of data ...............……………………………………………………………………….

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(3 marks)

Total 50 marks

END OF TEST

IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST.
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