Post on 27-May-2022
SQA
X214/12/01
*X214/12/01* ©
ADMINISTRATIONHIGHERPaper 1
SECTION 1
This section should take you approximately 30 minutes.
Read the passage then answer the questions that follow.
ALL questions should be attempted.
SECTION 2
This section should take you approximately 50 minutes.
Answer any two questions.
N A T I O N A LQ U A L I F I C A T I O N S2 0 1 4
F R I D A Y , 9 M A Y9 . 0 0 A M – 1 0 . 2 0 A M
[X214/12/01]
SECTION 1
ALL questions should be attempted.
Understanding the Importance of Teamwork
The message from employers is clear: academic qualifications alone are not enough. They want to see evidence of your employability skills —the competencies that will enable you to contribute well in the workplace. What better place to start than with teamwork?
Teamwork is the co-operative effort by a group of people to achieve a common goal. Good teamwork does not necessarily require good interpersonal relationships or friendships. Rather, what is required is behaviour that results in better team performance.
The concept of teamwork is extremely important to the success of any team. Teamwork and unselfishness create the backbone of a great team, without them a team cannot realistically compete. You can have a team of superstars, but if they do not work well as one unit, chances are they are not going to be successful. The team working as one cohesive unit is going to be the key to their success. Every member of the team is accountable when it comes to teamwork.
To succeed at the task, everyone involved needs to combine their efforts. If everyone does their job well, then it increases what the team can accomplish. Everyone has their own unique role, but each person’s individual role must be recognised and appreciated.
Teamwork is something that must be given a high priority and constant attention.
QUESTIONS
Answer ALL the questions, 1–5.
1. Outline 4 skills you would expect to see in an effective team leader.
2. Describe the following 3 documents used in the recruitment and selection process:
• Application form• Job description• Person specification.
3. Discuss the benefits of an effective team.
4. Compare audio conferencing with video conferencing.
5. Justify the decision to employ an Administrative Assistant on a fixed term contract.
Marks
4
6
6
2
2
(20)
Page two
[X214/12/01]
SECTION 2
Answer any TWO questions.
1. (a) Outline 4 methods of field research to ensure that an organisation is meeting customer expectations.
(b) Describe 3 methods of monitoring and controlling targets.
(c) Discuss the advantages of a successful staff appraisal to the employee and the organisation.
(d) Justify the provision of a staff counselling service in an organisation.
2. (a) Outline the benefits of out-sourcing administrative services.
(b) Describe 3 possible features of a website which would encourage customers to buy online.
(c) Discuss good practice to ensure complaints are handled effectively.
(d) Justify the expense to an organisation of introducing an intranet.
3. (a) Outline the essential skills/qualities a Senior Administrative Assistant should possess.
(b) Describe the following 3 documents:
• Noticeofmeeting • Agenda • Minutesofmeeting.
(c) Discuss the use of technology during a meeting.
(d) Justify the decision to send staff to be trained externally rather than internally.
Marks
4
6
8
2
(20)
4
6
8
2
(20)
4
6
8
2
(20)
Page three
[Turn over for Questions 4 and 5 on Page four
[X214/12/01] Page four
Marks4
6
8
2
(20)
4
6
8
2
(20)
4. (a) Outline 4 principles of good information handling.
(b) Organisations use information in order to make decisions.
Describe the following:
• Secondaryinformation • Externalinformation • Qualitativeinformation.
(c) Discuss the positive and negative effects of using e-mail in an organisation.
(d) Justify the decision to change to an open-plan office.
5. (a) Outline 4 features of presentation software.
(b) Describe 3 time management techniques.
(c) Discuss the impact of flexible working practices on employee well-being.
(d) Justify the need to carry out a job analysis prior to advertising a vacancy.
[END OF QUESTION PAPER]
SQA
X214/12/02
*X214/12/02* ©
ADMINISTRATIONHIGHERPaper 2
You have 1 hour 20 minutes to complete this paper. No alterations can be made to tasks after this time. However, if you do not have the opportunity to print out all/any of the material during this time you will be given time at the end to do so.
1 60 marks are allocated to this paper.
2 Your name should be displayed on all work submitted. Key in your name on each printout.
3 At the end of the examination, place your printouts inside the envelope provided. Hand the envelope to the Invigilator.
N A T I O N A LQ U A L I F I C A T I O N S2 0 1 4
F R I D A Y , 9 M A Y1 0 . 4 0 A M – 1 2 . 0 0 N O O N
[X214/12/02]
INFORMATION FOR CANDIDATES
You work for Prestige Events. Its main business is organising a variety of events which can include conferences, tours and accommodation.
Many of their clients are travelling to Glasgow for the Commonwealth Games. For this event the company is organising tickets to the games, tours of Scotland and has sourced a number of properties which can be rented.
You report directly to Deanne Hoy, Events Manager, who has asked you to complete a number of administrative tasks for her today.
The e-files that you will require to complete these tasks are stored in a folder called PRESTIGE EVENTS.
Familiarise yourself with these files before starting the tasks.
Please ensure that your name appears on every printout.
Page two
[X214/12/02]
MEMORANDUMTO Events Management Assistant
FROM Deanne Hoy, Events Manager
DATE 9 May 2014
SUBJECT Administrative Tasks
1. (a) I have received an e-mail from Mr Robinson who is interested in renting one of our properties for the Commonwealth Games. He will be accompanied by his wife and 2 sons, one of whom is in a wheelchair. Mr Robinson indicated that he is willing to spend between £1,300 and £1,600.
Find and print all available properties that would be suitable for the family showing Property ID, Maximum Occupancy, Rental Cost, Features, Bedrooms and Agent Name.
(b) We are about to launch an advertising campaign to promote our properties. For each type of property find the lowest price and the number in each category.
Print this information.
(c) All agents receive 6% commission on every property which they have rented–—calculate the commission due on each property.
Show this information in a report grouped by Agent. Include Property ID, the total commission due to each agent and the overall amount to be paid. Make the labels more meaningful.
Print the report with an appropriate heading and insert a report footer containing the words “FOR THE ATTENTION OF THE ACCOUNTS DEPARTMENT”.
Page three
[Turn over
[X214/12/02] Page four
2. (a) Complete the worksheet entitled Tour Bookings. Print a value view on one page and a formula view on one page. The information relating to Booking Reference, Discount Code and No in Party is not required.
(b) Senior Management have asked that we closely monitor the profitability of all the tours we currently offer. Use the information from the Tour Bookings sheet to find the Total Net Income for each tour. Indicate whether or not the tour is operating at a Profit or Loss and complete the Profitability Breakdown.
Print a value view on one page and a formula view on one page.
(c) The company has started the process of invoicing clients whose properties we have rented as part of our Commonwealth Games promotion. Prepare the Invoice for Maria Fisher by finishing the Management Invoice worksheet.
Print a copy of the Invoice in value view and formula view. Do not include the Fees table.
[X214/12/02] Page five
3. An information leaflet regarding tours on offer to our clients has been created. Use the instructions below and the comments in the file to complete the leaflet. Delete all comments once actioned.
Create a front page with our letterhead, the first heading and paragraph. Enhance this page.
Remove the watermark and justify pages 2 and 3.
Key in the following paragraph after the information on Fore in Fife.
Auld Reekie
A chance for you to visit the nation’s capital city of Edinburgh where you will experience Scotland’s number one tourist attraction – Edinburgh Castle. For the remainder of the day you can choose between a number of activities such as The National Gallery of Art, the Scottish Parliament or the shopping delights of Princes Street.
Insert the table showing tour prices at the appropriate place. Add a new row for the Ghosts and Ghouls tour, the price is £9.50 and the meal is £10.00. Sort the table in order of tour name.
Insert Prestige Tours as a header on the left hand side of page 2 and the right hand side of page 3. The headers should be separated from the main text by a border.
Print the information leaflet on 3 pages, showing page numbers in the footer on pages 2 and 3 only.
[END OF QUESTION PAPER]
[BLANK PAGE]
[BLANK PAGE]
[BLANK PAGE]
SA
X214/12/12
*X214/12/12* ©
ADMINISTRATIONHIGHERPaper 2Instructions to Teachers/Lecturers
N A T I O N A LQ U A L I F I C A T I O N S2 0 1 4
F R I D A Y , 9 M A Y1 0 . 4 0 A M – 1 2 . 0 0 N O O N
[X214/12/12]
Instructions to Teachers/Lecturers
PRIOR TO THE EXAMINATION
The following files are to be created and saved using the file names indicated. This will enable the candidate to access the required information necessary to complete the tasks. All files may be adapted to suit your centre’s housestyle provided no additional information is given to candidates. Margins should be in accordance with your centre’s housestyle.
Note: Filenames need not be shown on master printouts.
Teachers/Lecturers should ensure that candidates CANNOT access files prior to the examination.
These files should be stored in a folder named PRESTIGE EVENTS.
RENTALS — this is a relational database file with 3 tables: PROPERTIES, ACCOMMODATION and AGENTS.
PROPERTIES – 30 records ACCOMMODATION – 9 records AGENTS – 3 records
Font for each table is – Calibri 11
Primary Keys and Relationships should be set as indicated.
LETTERHEAD — This is a word processing file and should be presented as shown.
Name of business in Century Gothic 22 Bold with Shadow.
Remainder of text Century Gothic 10
Saltire (or similar graphic)
TOURS — This is a workbook of 4 sheets.
• Discounts • TourBookings • ProfitabilityBreakdown • ManagementInvoice
Tabs may be coloured to aid students.
• Discounts • TourBookings • ProfitabilityBreakdown
Management Invoice
Heavy border round invoice
Cells A1:D7 – letterhead to be inserted
Row 9 – double height, shaded with heavy border top and bottom
Text – Calibri 12 bold
Page two
Headings Comic Sans 10 bold
Text Comic Sans 10
[X214/12/12] Page three
Instructions to Teachers/Lecturers (continued)
TOURS — Text for invoice Calibri 10 bold and Calibri 10
Shading and borders as shown.
Cells formatted for text except:
Date format in D10
Number format in D11 and D12
Currency format in Amount Due column.
Text for fees table Main heading – Times New Roman 16 Bold
Text – Times New Roman 11
TOUR PRICES — This is a word processing file and should be presented as shown.
Data presented in a table
Calibri 12
Single line spacing
Headings row bold and shaded
Currency right aligned
INFORMATIONLEAFLET — This is a word processing file and should be presented as shown.
Times New Roman 11
Margins 25 mm
Single line spacing with clear line before and after headings and paragraphs
Headings in bold and capitals
Sub-headings bold
3 comments to be inserted
Watermark –“DRAFT” to be inserted
Line endings and page breaks may be different from those shown.
[X214/12/12] Page four
Rel
atio
nshi
ps f
or R
ENTA
LS
Acco
mm
odat
ion
Agen
tsPr
oper
ties
Acco
mm
odat
ion
IDBe
droo
ms
Max
Occ
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cy
Agen
t ID
Agen
t N
ame
Cont
act
Num
ber
Emai
l
Prop
erty
ID
Prop
erty
Typ
eR
enta
l Cos
tFe
atur
esR
ente
dAg
ent
IDAc
com
mod
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n ID
Fil
enam
e: R
EN
TA
LS
MIC
RO
SO
FT
AC
CE
SS
– R
EL
AT
ION
SH
IPS
[X214/12/12] Page five
Dat
abas
e: P
RO
PE
RT
IES
[X214/12/12] Page six
Database: ACCOMMODATION
[X214/12/12] Page seven
Database: AGENTS
[X214/12/12] Page eight
Word Processing: LETTERHEAD
[X214/12/12] Page nine
Spreadsheet file: TOURS
123456
A B CDiscount Code Description Discount AmountCWGT Commonwealth Games Tenant £25GTNP Glasgow Times Newspaper Promotion £10VSWV Visit Scotland Web Voucher £15HBBF Hotels and BB's Flyer £5ZZ No discount £0
A B CA B CA B C123456
Worksheet: DISCOUNTS
[X214/12/12] Page ten
Sp
read
shee
t F
ile:
TO
UR
S
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28
AB
CD
EF
GH
TOUR
BOOKI
NGS
FOR
WEE
K BE
GINNIN
G SU
NDAY
8 JU
NE
2014
Cust
omer
Nam
e
Book
ing
Refe
renc
eTo
ur
No
in
Part
yTo
tal Co
st
Disco
unt
Code
App
lied
Disco
unt
Amou
ntNet
In
come
Mr
C Gr
eenh
illCG
001
Fore
in F
ife
4£
140.
00VS
WV
Ms
F Co
ghill
FC28
2Kn
ight
s Ti
me
2£
60.0
0VS
WV
Mis
s V
Kent
VK77
3A
uld
Reek
ie3
£64
.50
GTN
PM
r H
Boy
ceH
B901
Fore
in F
ife
2£
70.0
0H
BBF
Mr
T Cl
ark
TC84
9M
onst
er S
pott
ing
4£
184.
00CW
GTM
r D
Ram
say
DR3
91W
hisk
y Ga
lore
4£
220.
00VS
WV
Mis
s C
Patt
erso
nCP
763
Aul
d Re
ekie
2£
43.0
0ZZ
Mr
P Ev
ans
PE32
2Sk
yes
the
Lim
it3
£30
4.50
CWGT
Ms
J H
oJH
034
Skye
s th
e Li
mit
2£
203.
00GT
NP
Mrs
L T
urne
rLT
488
Scot
tish
Her
oes
5£
123.
75VS
WV
Mrs
F M
cKea
nFM
033
For
Aul
d La
ng S
yne
2£
39.0
0H
BBF
Mr
A M
cKeo
wnA
M57
2M
onst
er S
pott
ing
8£
368.
00VS
WV
Mr
D C
ater
ham
DC8
07W
hisk
y Ga
lore
2£
110.
00GT
NP
Mr
J Be
atti
eJB
672
For
Aul
d La
ng S
yne
3£
58.5
0H
BBF
Mis
s G
Mac
Lean
GM80
4A
uld
Reek
ie4
£86
.00
VSW
VM
s H
Gle
nH
G993
Scot
tish
Her
oes
6£
148.
50VS
WV
Mr
R Pr
ice
RP73
6Sc
otti
sh H
eroe
s4
£99
.00
HBB
FM
r C
Jack
CJ25
3D
isco
ver
Dun
dee
4£
103.
00GT
NP
Mis
s E
War
dEW
198
Whi
sky
Galo
re6
£33
0.00
ZZM
r C
Kerr
CK83
7Fo
r A
uld
Lang
Syn
e2
£39
.00
GTN
PM
rs H
Hem
ingw
ayH
H97
9D
isco
ver
Dun
dee
4£
103.
00GT
NP
Mr
S Si
vite
rSS
562
Skye
s th
e Li
mit
2£
203.
00VS
WV
Mr
E Ya
tes
EY34
3Kn
ight
s Ti
me
3£
90.0
0H
BBF
Mr
D W
hite
DW
242
Aul
d Re
ekie
2£
43.0
0ZZ
Mr
T Ba
rret
tTB
267
Scot
tish
Her
oes
4£
99.0
0GT
NP
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
Wor
ksh
eet:
TO
UR
BO
OK
ING
S
[X214/12/12] Page eleven
Sp
read
shee
t F
ile:
TO
UR
S (C
onti
nu
ed)
29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56
AB
CD
EF
GH
Mrs
R B
ingh
amRB
100
Dis
cove
r D
unde
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£51
.50
ZZM
iss
D C
onne
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Ghos
ts a
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houl
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£57
.00
GTN
PM
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Scri
ven
GS84
8Fo
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Fif
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£14
0.00
VSW
VM
r S
And
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922
Whi
sky
Galo
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£22
0.00
HBB
FM
rs I
Wal
shIW
664
Whi
sky
Galo
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£11
0.00
HBB
FM
rs D
Too
lan
DT3
39Sk
yes
the
Lim
it5
£50
7.50
VSW
VM
r P
Hit
chin
PH32
7Gh
osts
and
Gho
uls
6£
57.0
0GT
NP
Mr
D I
ngro
sso
DI8
81Fo
r A
uld
Lang
Syn
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£78
.00
ZZM
rs T
War
ren
TW00
3D
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Dun
dee
4£
103.
00ZZ
Mr
M A
itke
nM
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me
3£
90.0
0GT
NP
Mr
C H
all
CH60
9A
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Reek
ie2
£43
.00
GTN
PM
rs R
Mea
lRM
449
Skye
s th
e Li
mit
6£
609.
00GT
NP
Mr
F Jo
nes
FJ17
8Sc
otti
sh H
eroe
s5
£12
3.75
VSW
VM
r G
Doo
lan
GD49
9W
hisk
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lore
10£
550.
00GT
NP
Mis
s W
Abe
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A92
3M
onst
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2£
92.0
0H
BBF
Ms
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icho
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755
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ster
Spo
ttin
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£13
8.00
HBB
FM
r T
Shel
don
TS28
7Fo
r A
uld
Lang
Syn
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£78
.00
VSW
VM
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iam
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309
Fore
in F
ife
4£
140.
00CW
GTM
iss
T Bo
nes
TB87
9Fo
r A
uld
Lang
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£39
.00
GTN
PM
r F
Spen
cer
FS65
2Gh
osts
and
Gho
uls
4£
38.0
0ZZ
Mr
J Li
lyJL
132
Ghos
ts a
nd G
houl
s3
£28
.50
HBB
FM
iss
S Gr
een
JG29
9D
isco
ver
Dun
dee
2£
51.5
0GT
NP
Mr
W T
rayn
orW
T763
Knig
hts
Tim
e4
£12
0.00
GTN
PM
rs K
Mor
ton
KM50
3Fo
r A
uld
Lang
Syn
e6
£11
7.00
VSW
VM
r T
Thom
asTT
893
Ghos
ts a
nd G
houl
s5
£47
.50
HBB
FM
iss
J Ro
ssJR
762
Fore
in F
ife
4£
140.
00GT
NP
Mr
G M
cAlp
ine
GM47
5M
onst
er S
pott
ing
4£
184.
00GT
NP
Mrs
W F
oste
rW
F879
Fore
in F
ife
3£
105.
00VS
WV
29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
AB
CD
EF
GH
Wor
ksh
eet:
TO
UR
BO
OK
ING
S
[X214/12/12] Page twelve
Spreadsheet file: TOURS
12
345678910111213141516
A B C DPROFITABILITY BREAKDOWN
Tour NameCost of Operating Tour Total Net Income Profit or Loss?
For Auld Lang Syne £420.00Monster Spotting £575.00Fore in Fife £450.00Auld Reekie £525.00Whisky Galore £715.00Discover Dundee £250.00Knights Time £360.00Scottish Heroes £320.00Skyes the Limit £775.00Ghosts and Ghouls £195.00
No of tours showing a profitNo of tours showing a loss
A B C DA B C DA B C DA B C D12
345678910111213141516
Worksheet: PROFITIBILTYBREAKDOWN
[X214/12/12] Page thirteen
Spreadsheet file: TOURS
Worksheet: MANAGEMENT INVOICE
[X214/12/12] Page fourteen
Word processing: TOUR PRICES
TOUR PRICE OPTIONAL MEALS PRICE WITH MEALS Scottish Heroes £24.75 £18.00 £42.75 Auld Reekie £21.50 £15.00 £36.50 Fore in Fife £35.00 £16.00 £51.00 Monster Spotting £46.00 £34.50 £80.50 Discover Dundee £25.75 £14.00 £39.75 Whisky Galore £55.00 £22.00 £77.00 For Auld Lang Syne £19.50 £14.00 £33.50 Skyes the Limit £101.50 £75.00 £176.50 Knights Time £30.00 £13.00 £43.00
[X214/12/12] Page fifteen
Word Processing: INFORMATION LEAFLET
[X214/12/12] Page sixteen
Word Processing: INFORMATION LEAFLET (Continued)