Demonstrate your knowledge and skills in planning and reviewing administrative systems.

Scenario questions and answers
The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective

You must demonstrate your knowledge and skills in planning and reviewing administrative systems.
Assessment description

This assessment assesses your skills and knowledge regarding some of the key areas covered within this unit.
Procedure

1. Read the questions carefully and write your answers in the spaces provided.
2. If you do not understand any questions, ask your assessor for help.
Specifications
• Answer all questions.

Questions

Read the scenario provided to you by your facilitator (Appendix 1 of this Assessment Task).

Question 1
You decide that the first step to be taken is to identify the requirements of the new administration system. Your task is to develop a questionnaire to be given to each stakeholder including the section Managers. These questions will provide you with the information you need to determine the specification and needs of your new administration system.
1) How do you store customer database?
2) How do you issue Purchase Order?
3) How do you do a quotation to your customer?
4) How do you issue Invoice?
5) How do you issue Delivery Order?
6) Where do you keep the supplier’s information and details?
7) Is there any soft copy recording all installation and services to customers?
8) Do you record any appointment made by customers?
9) Do you record what services you rendered to customers?
10) Do you record how customer make payment?

Question 2
A number of possible suppliers have been located to provide the administration system that you need. Write an email below addressed to the ‘prospective supplier’. The body of the email should request a response to the following:
• guarantees that their systems will address the specifications outlined in the e-mail
• include specifications of system
• details of other benefits their system offers
• quote price for installation and back up services
Issues revealed in your questionnaire of Ready to Rock stakeholders and other investigations have revealed these issues:
• there is no central record held for sales accessible by all departments
• Date of sale record from sales department conflict with Installation department records.
• Reconciliation of account files reveal that repair action was delivered to a customer with an unpaid sales invoice.
• Purchase of extra warranty periods of one to two years by customers is not recorded in an area accessible by Systems Maintenance. This has resulted in some customers receiving repair action on warranty that the warranty provider refused to honour.
• Budget does not exceed $10000
Based upon these issues write the specifications that address:
• Problem definition
• Proposed solution (for new or modified administrative system)
• Goals and objectives (of the new or modified administrative system)
• User requirements/expectations (including features and benefits)
• Performance standards (what performance are you expecting?)
• Processes/procedures (supplied with the system?)
• Budget (what is your price range?)
You can write your email in the space provided or on a separate document.

Dear Sir/Madam,

My name is Eva and I’m an Administration Manager of Ready to Rock Security Alarms. It has been observed that our firm’s administrative system is obsolete and we need to upgrade to a better one. Kindly provide me information of the following questions:

1) Can you guarantee that your system will address the specifications outlined in the email you sent?
2) Kindly send full specification of the administration system your company offered.
3) Are there any other benefits of the system you offered?
4) Kindly quote the price for installation and back up services.

I’m looking forward to hear from you soon. Should you need any further information, please do not hesitate to contact the undersigned.

Regards,

Eva Yeap
Administrative Manager

P: 07-1122 3344
F: 07-1122 3355
E: eva@readytorock.com.au

Problem definition
1) No central record held for sales accessible by all department.
2) Date of sale record from sales department conflict with Installation department records.
3) Purchase of extra warranty periods of one to two years by customers is not recorded in an area accessible by System Maintenance. This has resulted in some customers receiving repair action on warranty that the warranty provider refused to honour.
Proposed Solution (for new or modified administrative system)
Purchase a new bookkeeping software.
Goals and objectives (of the new or modified administrative system)
1) A central record held for sales accessible by all departments.
2) A system to record sales and payment.
User requirements/expectations (including features and benefits)
A software which able to record all transactions and database and can be accessible by all departments such as the Sales Department, the Marketing Department, the Installation Department, the Systems Maintenance Department and the Monitoring and Response Department.

Performance standards (what performance are you expecting?)
Efficient and user-friendly.
Internal and external standards (what other standards are relevant?)
1. Australia Organisation for Standardization (ASO)
2. International Organization for Standardization (ISO)
Processes/procedures (which one will require revision?)
1) The process of issuing Invoice
2) The process of recording customer’s purchase.
3) The process accessing customer details and purchases that can be share by all departments.
Budget (what is your price range?)
Does not exceed $ 10,000

Question 3
You have a choice of three record systems to purchase. Your preferred option is the dearest as it amounts to $8500 and features outstanding back up service after sale. Review the purchasing policy (Appendix 2). List the stages – including the officers and committees that you need to take your request for purchase through – for approval compliant with the procedure.

Monetary Limit Requirement Documentation Decision
$1,001 – $ 10,000 Three written quotes – Copies of three quotes
– Comparison table
– Project budget Purchasing Committee
2) The person who makes the decision for this purchase is the Purchasing Committee which responsible for decisions on capital expenditure.
3) The capital expenditure is expenditures on new equipment or administrative systems
4) Preferred suppliers are to be asked to quote for relevant contracts. The purchasing officer maintains the list of preferred suppliers on the purchasing committee’s behalf.
5) The purchasing committee must review the proposed expenditure against the relevant budget
6) Expenditure, once approved, should be forwarded to the purchasing officer for review and finalisation.
7) Purchase orders are to be raised electronically through the organisational accounting system.
8) Purchase order must be checked and approved by a person with budget responsibility.

Question 4
Using the following procedural template, detail the process you will follow to successfully implement the new administration system. In your process you must include measures addressing the following details:
• Whether you will engage external consultants or not, and what skills set the consultants will have.
• Strategies to consult with staff and encourage staff members to participate in all stages of the implementation/change process of the administration system.
• Strategies to provide staff training/information sessions. Measures taken must cater for current and future staff members not currently employed at system implementation. Measure must include strategies to assist underperforming staff members to cater for skill development to required levels?
• Strategies to communicate to staff directions regarding day to day processes by which the new administration system is to be used.
• Strategies to re distribute office tasks.
• Strategies to test systems before going live.
• Strategies to apply security of information including the measures you will take to safeguard against unauthorised access of information, computer viruses and protect confidentiality.
Your assessor will be looking to see that the following points are present:
• Statement of engagement of external consultants of what skill set, or not.
• Steps to consult with staff.
• Steps to include staff members to participate in all stages of the implementation/change process.
• Steps to provide staff with training and/or information sessions to ensure sufficient competency to use the system.
• Steps to assist underperforming staff members to develop to required levels.
• Steps for development of procedures to direct staff usage of system.
• Steps for re distribution of office tasks if needed.
• Steps to test systems before going live.
• Steps to apply security of information to safeguard against unauthorised access of information.
• Steps to protect computers against viruses.

SOP NAME: Implement a bookkeeping software
TASK DESCRIPTION: Procedure of implementing the new administration system
DEPARTMENT: Administration Department SOP#: 888
APPROVED BY: C.E.O Date: 31 Apr 2015
# Action Description Standard Required Who
1

8
Make appointment with the consultant.

Encourage the staff by telling them that with the new administration system, their job may become simple.

Use a skills Matrix to identify the performance level of every staffs

Ask the staff whether they have any problem regarding the system and find a solution for them. Use two way communications.

Organize an informal meeting

Draft a Risk assessment plan, so staff will know what to do if things go wrong.

Set an individual password.

Install anti-virus software for the computer and inform the staff to scan every week. Engage an external consultant.

Encourage the staff to participate in all stages of the implementation of the administration system

Providing staff with training session and assist underperforming staff.

Communicating to staff regarding day to day processes by which the new system is to be used.

Re-distribute office task

Test the system before going life.

Apply security information to safeguard unauthorised access of information.

Protect computers against viruses. Computer literate

Active participation

Skill to identify

Good communication skills

Active participation

Computer literate

Computer skill

Alertness Eva E

Tina T

Darren D

Elaine E

Paula P

Ricardo R

Ashley A

Simon S
Job title Name Signature Date
Employee/candidate Tina T
31 Mar 2015
Supervisor/assessor Eva E
31 Mar 2015

Question 5
How will the system deal with risk of possible issues occurring that may threaten the integrity of the administration system? Address contingency measures in the box below against the risk described.
Risk Contingency measure
1. Loss of staff confidence in the new system with the result that some staff create their own records and files
1) Provide training and support to gain the staff confidence.
2) Anticipate what is the root of the problem and provide solution for it
2. Initial training for users proves insufficient
1) Need to provide induction training.
2) Need to provide refresher training.
3) Need to conduct meeting to find out the solution
4) Use a skills matrix to identify what training need to be given to which staffs.
3. Insufficient storage capacity
1) Purchase extra storage capacity.
2) Delete unwanted files.
3) Archive old files.
4) Compress files that need a large storage capacity.

Question 6
18 months has now elapsed since implementation and the system is now in need of modifications. The Government has introduced regulations for the security industry that Ready to Rock must comply with to stay in business. The changes required can be summarised as:
• All officers responding to alarms are to be qualified and hold a Government licence which is to be recorded on every incident report.
• Reports of all call out responses must have a written report held by the central data base. The report must be written on the response site and filed before the officer departs the site. Call out sites range up to 30km from the base station.
• Officer’s computer literacy range from nil to advanced.
i. Your task is to document the new specification needed to the administration system to facilitate the new organisational requirements from these regulations
Problem definition
The government has introduced regulations as stated below:
1) All officers responding to alarms are to be qualified and hold a Government licence which is to be recorded on every incident report.
2) Reports of all call out responses must have written report held by the central database. The report must be written on the response site and filed before the officers depart the site. Call out site range up to 30km from base station.
3) The officer’s computer literacy need to be at least advanced level.
Proposed solution (for new or modified administrative system)
1) A system that is able to record an officer’s Government licence when they perform their duties.
2) A system to record all call out responses held by central database. A wireless device that can record the report while at site.
3) Provide external computer training for all officers.
Goals and objectives (of the new or modified administrative system)
1) To be able to meet the Government requirement.
2) All staffs need to be familiar with the new system.
3) All staffs need to be computer literate.
User requirements/expectations (including features and benefits)
1) A pre-set template for recording officer’s details and their duties.
2) A device/system that have wireless link to central database.
Performance standards (what performance are you expecting?)
1) Simple and easy to understand.
2) Huge storage capacity.
Processes/procedures (requirements to be supplied with the system?)
1) A video to educate user on the process and procedures using the new system.

ii. Detail how you will notify users of the changes.
1) Conduct a meeting that need to be attended by all the Head of Department.
2) Send email to all the staffs.
iii. How and when will the Response Officers’ training needs be assessed?
1) Conduct training needs assessments.
After 2 months of new system implementation.

2) Conduct skills audit
Every week

3) Using skills Matrix
Officers need to be access every month and training need to be done if the officer does not meet the acceptable performance standard.

Question 7
In the following table list an area or issue against each of the legislations listed in the first column that will require a provision in the administration system to cater for it. The first area is completed as an example.
To meet for the requirements of: The Administration system should provide:
Copyright laws A record of purchase details for photos for use in marketing materials purchased from organisations selling on the world wide web
1 The OHS Act A record of Incident and accident report for use in future mitigation.
2 Codes of practice A record for anyone who has a duty of care in the circumstances described in the code.
3 Anti-discrimination legislation A record for staff that they are treated equally. Eliminating discrimination on the basis of age, race, sex, pregnancy, marital status and disability.

Appendix 1: Scenario
Scenario: ‘Ready to Rock Security Alarms’

You have just been appointed as the new Administration Manager for the ‘Ready to Rock Security Alarm Company’. The firm has grown rapidly with no real system for Administration. On your first Morning the General Manager gives you instructions to ‘upgrade the administration system’.

He goes on to outline that the current system has just evolved and no longer services the needs of the company. People from the different sections complain that it does not encourage or allow anyone from the five sections of the organisation to share files or information regarding clients as everyone creates and keeps their own paper-based customer files. Installation maintenance Techs have reported that customers often ask if they are from the same company as the sales person they talked to ‘you all ask the same questions over again’. The General Manager tells you that for the company to move ahead this has to change.

He also tells you that he wants client information accessible to all of the companies’ personnel who need it.

The diagram below illustrates the different section of the organisation.

Appendix 2: Purchasing policy
Purpose
To establish a process and framework for contracts and purchases of resources that ensures:
• Our purchases are budgeted for or are subject to financial controls.
• All purchases are cost effective.
• Purchasing activities comply with legislation.
Policy
• Organisation funds are only used for Work-Related Purposes.
• Purchases are cost effective.
• Purchasing procedures must comply with relevant legislation.
• Failure to comply with this policy and its procedures will result in disciplinary measures.
Procedure
Definitions
• Material expenditures – expenditures for normal day to day operations.
• Capital expenditures – expenditures to new equipment or administrative systems.
Authorities:
• General Manager – Final decision on purchasing.
• Department Managers – Are responsible for operational budgets (including supply/purchase of material resources).
• Purchasing Committee – Are responsible for decisions on capital expenditures.
• Purchasing Officer – Responsible for documentation and process.
Approving material expenditure
• Material expenditures are the responsibility of the departmental manager, namely: Manufacturing Manager, Warehouse Manager, Office Manager.
• All material expenditures must be accounted for within the department’s operational budget.
• Any material expenditure that exceeds departmental operational budgets must be raised immediately with the General Manager.
Approving capital expenditure
• A purchasing committee has been established and meets monthly to review and approve major purchases (over $1000).
• Membership includes the General Manager, Manufacturing Manager, Warehouse Manager, Office Manager, Accountant and Purchasing Officer.
• Preferred suppliers are to be asked to quote for relevant contracts. The purchasing officer maintains the list of preferred suppliers on the purchasing committee’s behalf.
• Copies of documents relating to purchases must be provided to the committee for review (see table below).
• The purchasing committee must review the proposed expenditure against the relevant budgets.

Monetary limit Requirement Documentation Decision
Up to $1000 Direct purchase Tax invoice. Department Manager
$1001-$10000 three written quotes • copies of three quotes
• comparisons table
• project budget. Purchasing Committee
$10,001-unlimited three written quotes Suppliers must present to purchasing committee. Purchasing Committee
Contract, order and payment
• Expenditures, once approved, should be forwarded to the purchasing officer for review and finalisation of contract (if applicable).
• All contracts must be reviewed and signed by the General Manager.
• Purchase orders are to be raised electronically through the organisational accounting system.
• Payment on 30 day terms is customary.
• Purchase Orders must be checked and approved by a person with budget responsibility (Manufacturing Manager, Warehouse Manager, Office Manager).