Business Studies and Economics Catalogue 2011

2011 Business Studies & Economics

www.pearsonschoolsandfecolleges.co.uk

BUSINESS 14–16Edexcel GCSE Business .................................................. 2–4

GCSE Business Studies ....................................................... 5

Edexcel GCSE in Applied Business .................................. 6–7

IGCSE Business Studies ..................................................... 8

Other 14–16 Business ....................................................... 8

BUSINESS 16+A Level Business Studies .................................................... 9

Revision Express Business Studies ..................................... 10

A Level Applied Business .................................................. 11

BUSINESS SOFTWAREWorld of Work Business Levels 1 and 2 ............................. 12

eCase Studies .................................................................. 13

Active Business ............................................................... 13

BUSINESS, ADMINISTRATION AND FINANCE DIPLOMAEdexcel Business Administration and Finance Diploma ........ 14

WorkSkills ........................................................................ 15

Projects/Extended Projects ................................................ 15

BTEC BUSINESSBTEC Business: overview ................................................... 16

BTEC Entry 3/Level 1 Business Administration .................... 17

BTEC Level 2 First Business ............................................. 18

BTEC Level 3 National Business ........................................ 19

BTEC Apprenticeships ....................................................... 20

Functional Skills ................................................................ 20

OCR NATIONAL BUSINESS OCR National Business ..................................................... 21

NVQ/SVQNVQ/SVQ: overview ........................................................... 22

Level 2 NVQ/SVQ Customer Service ................................... 23

Level 2 NVQ/SVQ Business and Administration ............. 24–25

Level 3 NVQ/SVQ Business and Administration ............. 24–25

BUSINESS ACCOUNTINGBusiness Accounting ................................................... 26–27

OTHER BUSINESSApplied Leisure and Tourism ............................................. 28

Other Business .......................................................... 28–29

ECONOMICS OCR GCSE Economics ...................................................... 30

IGCSE Economics ............................................................. 31

A Level Economics ..................................................... 32–33

Edexcel GCE Economics ................................................... 34

OCR A Level Economics..................................................... 35

Other Economics .............................................................. 36

new!

new!

new!

new!

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new!

new!

new!

Contents

5 great ways to save

when you order online at


Unbeatable teaching, learning and assessment resources from Heinemann.

Also features Edexcel’s own resources to provide even greater flexibility and choice.

Look out for the logos

at the top of each page as a guide!

Talk to us before you buy

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[email protected]


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Level 1 Level 2 Level 3

GCSE Business

GCSE Applied Business

IGCSE

A Level Business

A Level Applied Business

BTEC

Edexcel Diploma

OCR National

NVQ/SVQ Business and Administration

OCR Certifi cate in Administration

MyBusSpace

WOW: World of Work

Active Business

eCase Studies

The BIGGEST choice of Business and Administration resources for you!

Alain Anderton Ian GunnAndrew Ashwin consultant editor

Student Book

Business:Introduction to Small Business

Edexcel GCSE

Edexcel’s own resources to cover the different pathways

Edexcel GCSE Business delivers complete fl exibility for you and your students,

with published materials to cover the compulsory unit and three optional units

– giving you resources for each of the different business pathways.

2

NEW for 2011: Unit 1

Exam Preparation CD-ROM see page 4 for

further details!

Deliver engaging lessons with the Student Books, Teacher Guides and ActiveTeach CD-ROM, providing you with tools to motivate and interest your students.

Plan lessons with ease – ActiveTeach includes interactive activities and suggested answers, plus a host of teaching resources linked to the electronic version of the specifi cation.

Support exam preparation with Edexcel’s brand new Unit 1 Exam Preparation CD-ROM as well as its exclusive ResultsPlus and examzone features, fully integrated throughout the Student Books and ActiveTeach.

Prepare students for the new controlled assessment Unit 2 with our Controlled Assesment Workbook, packed with ‘good practice’ examples to show students how to succeed.

Edexcel GCSE Business

Edexcel GCSE Business: Introduction to Small Business

Student Book

978 1 846904 96 7 £15.99

Teacher Guide

978 1 846906 05 3 £77.50 (+VAT)

Edexcel GCSE Business ActiveTeach CD-ROM

978 1 846904 95 0 £300.00 (+VAT)

Edexcel GCSE Business Controlled Assessment Workbook

978 1 846906 92 3 £3.99

Edexcel GCSE Business Unit 1 Exam Preparation CD-ROM

978 1 846909 45 0 £150.00* (+VAT)

December 2010

*Prices are provisional until publication.

Alain Anderton Ian GunnAndrew Ashwin consultant editor

Student Book

Business:Introduction to Small Business

Edexcel GCSE

Alain Anderton Andrew MalcolmAndrew Ashwin consultant editor

Student Book

Business:Building a Business

Edexcel GCSE

Andrew Ashwin Nicola WalkerAndrew Ashwin consultant editor

Student Book

Business:Business Communications

Edexcel GCSE

Johathan Sheilds Keith HirstAndrew Ashwin consultant editor

Student Book

Business:Introduction to EconomicUnderstanding

Edexcel GCSE

Active Teach

BusinessEdexcel GCSE

Compulsory Unit Optional Units Other Support

Edexcel GCSE Business: Building a Business

Student Book

978 1 846904 97 4 £15.50

Teacher Guide

978 1 846906 06 0 £77.50 (+VAT)

Edexcel GCSE Business: Business Communications

Student Book

978 1 846904 98 1 £15.50

Teacher Guide

978 1 846906 07 7 £77.50 (+VAT)

Edexcel GCSE Business: Introduction to Economic Understanding

Student Book

978 1 846904 99 8 £15.50

Teacher Guide

978 1 846906 08 4 £77.50 (+VAT)

ActiveTeach is not a stand-alone resource and needs to be used in conjunction with the Student Books.

new!

Edexcel’s GCSE Business resources

3t 0845 630 33 33 f @ [email protected] w www.pearsonschoolsandfecolleges.co.uk0845 630 77 77

Business 14–16


AuthorsAlain Anderton

Andrew Ashwin

Ian Gunn

Keith Hirst

Andrew Malcolm

Johnathan Shields

Nicola Walker

Consultant editor:Andrew Ashwin

NEW for 2011: Unit 1

Exam Preparation CD-ROM see page 4 for

further details!

ActiveTeach is a powerful electronic learning resource that combines innovative teaching

materials with the fl exibility to introduce your own resources – providing you with the perfect

solution for seamless lesson planning and exciting whole-class teaching.

Interactive activities, animations and simulations support your explanation of key processes and concepts.

‘Create your own lesson’ facility allows you to draw upon material in the electronic Student Book and Teacher Guide to compile your own lessons.

ResultsPlus interactives help students to really understand and improve their exam skills.

examzone caters for all your students’ revision needs with interactive multiple choice questions, topic checklists, mobile phone fl ashcards and much more.

ActiveTeachThe ultimate front-of-class teaching tool!

BBC video clips linked to case studies further illustrate key points and bring the study of business to life.

eSpec links directly to the electronic version of the specifi cation when it’s uploaded onto your computer.

Display the ActiveBook, a digital version of the Student Book, on a whiteboard and launch materials such as video clips, activity worksheets, answers and much more direct from the page.

ResultsPlus combines real exam performance data with examiner insight, matching examiner commentary to student answers and identifying how to improve answers.

www.

For further information on the specifi cation or our new resources, please visit www.pearsonschoolsandfecolleges.co.uk/edexcelgcsebusiness.

Active Teach

BusinessEdexcel GCSE

Sample screenshots from Edexcel GCSE Business ActiveTeach CD-ROM.

Business 14–16

4

Edexcel GCSE Business Unit 1 Exam Preparation CD-ROMHelp to prepare your students thoroughly for the exam

Controlled Assessment WorkbookHelping you to approach Controlled Assessment with confi dence

new!

Edexcel GCSE Business Unit 1 Exam Preparation CD-ROM is written by examiners and will

prepare your students for the Unit 1 exam.

A PowerPoint tutorial with audio voice-over explains how to approach multiple-choice questions and the skill behind getting to the right answer.

End-of-topic interactive tests enable your students to test their knowledge and understanding of the Unit 1 content.

Two Edexcel-style exams are available as interactive tests or as paper versions to provide exam skills practice.

PowerPoint revision notes for each topic cover all of the key concepts and ideas so that your students are fully prepared.

Developed in partnership with Edexcel and written by a senior examiner, this structured

Workbook leads students through the assessment criteria to ensure complete coverage of the

specifi cation requirements.

Unpicks the mark scheme and provides practice and guidance at every stage, so students can complete each part of the controlled assessment with confi dence.

Fill-in templates provide structure and guidance for research, presentation, analysis and evaluation tasks.

Packed with ‘good practice’ examples and ResultsPlus activities to help students to understand their learning.


Unit 1 Exam Preparation CD-ROM

978 1 846909 45 0 £150.00* (+VAT)

December 2010

*Prices are provisional until publication


Controlled Assessment Workbook

978 1 846906 92 3 £3.99

Chapter 5 The research period

You should now know that you have up to six hours to carry out your research. This is not a longtime and so it is essential that you plan your research carefully. It is useful for your centre tocarry out a practice run of the CA with a different title to the one you will actually submit forassessment. This is an excellent opportunity for you to practise some of the skills in researching,as well as experiencing and solving some of the problems.

This chapter will go through the main issues that you need to think about when researching.Youcan use the ideas and templates here for the practice run and for the real CA to help youorganise your research better.

Types of research

There are two ways in which you can gather information. Primary research involves gathering information that is new and which does not already exist. Primary research methods include:• interviews• questionnaires/surveys• observation• work experience• visiting businesses.

Secondary research involves gathering information that is already available. Secondary research methods include using:• newspapers• magazines• books• the Internet• television• data sources such as the Office for National Statistics, Bank of England and business websites.

You may decide to do all your research using secondary data – that is perfectly OK. If youchoose to use primary research as well as secondary research, make sure that your primaryresearch gives you useful information.You do not have to cover all the methods above. Choosecarefully, depending on the information that you want to find.

Activity: On the right is a checklist that you can use to help you decide which methods ofresearch are appropriate for the question you are investigating.

Chapter 5 The research period

26

Primary

Interviews �

Questionnaires/surveys �

Observation �

Work experience �

Visiting businesses �

Other �

Secondary

Newspapers �

Magazines �

Books �

The Internet �

Television �

Business/information websites �

Other �

A write-in format enables students’ materials to be stored in one place as part of the specifi cation’s ‘controlled’ conditions.

new!

Business 14–16

5

GCSE Business Studies, 3rd editionAlain Anderton’s best-selling case study approach

These best-selling GCSE Business Studies resources from Alain Anderton take his popular case study approach to provide all-round support for AQA, Edexcel, OCR and CCEA.

Student Books Provide coverage of the specifi cations, with separate editions to match the AQA, Edexcel, OCR and CCEA objectives.

Powerful and easy-to-use ICT resources with engaging multimedia material link seamlessly to a digital version of the Student Book.

t 0845 630 33 33 f 0845 630 77 77 @ [email protected] w www.pearsonschoolsandfecolleges.co.uk

AuthorAlain Anderton is a best-selling GCSE Business Studies author and examiner.

Best-selling resources for GCSE Business Studies

AQA Student Book with FREE ActiveBook CD-ROM 978 1 405864 50 3 £22.60 (+VAT)

Edexcel Student Book with FREE ActiveBook CD-ROM978 1 405864 49 7 £22.60 (+VAT)

OCR Student Book with FREE ActiveBook CD-ROM978 1 405864 51 0 £22.60 (+VAT)

CCEA Student Book with FREE ActiveBook CD-ROM978 1 405864 52 7 £22.60 (+VAT)

AQA Teacher Guide978 1 405867 51 1 £87.00

Edexcel Teacher Guide978 1 405867 53 5 £87.00

OCR Teacher Guide978 1 405867 54 2 £87.00

CCEA Teacher Guide978 1 405892 32 2 £79.99

Sample pages from GCSE Business Studies AQA Student Book.

Fresh and modern design with accessible features to motivate students of all abilities.

Relevant and contemporary contexts with up-to-date case studies that students can relate to.

Business 14–16

6

Edexcel’s own resources for GCSE in Applied Business help you to deliver the concepts

and theory that your students need in an engaging, accessible and – above all – strongly

applied way.

Student Book

This full-colour book covers all the course content so students can focus on what they need to know.

Up-to-date case studies from a range of sectors and companies bring a work-related feel to lessons and support students in relating theory to practice.

A dedicated assessment section for each unit provides tips on planning and revision, along with exam questions with model answers to help students to maximise their potential.

Edexcel GCSE in Applied Business (Double Award)The complete solution for applied learning from Edexcel

Edexcel GCSE in Applied Business

AuthorsCarol Carysforth

Rob Dransfi eld

Mike Neild

Cathy Richards

Consultant Editor

Andrew Ashwin,

Chief Examiner, Edexcel

Student Book

978 1 846903 77 9 £20.99

Sample pages from Edexcel GCSE Applied Business Student Book

‘Take it Further’ features develop and stretch students’ thinking and encourage them to take their learning further.

‘Remember it’ boxes are useful for revision and help students to remember key knowledge.

‘Apply it’ features encourage students to apply what they’ve just learnt to a real-world scenario.

contents

1 Investigating how businesses work

2 Financial records

3 Investigating people, business and change

4 Financial planning and forecasting

Teacher Guide with ActiveTeach

CD-ROM

978 1 846903 78 6 £199.00 (+VAT)

Sample pages from Edexcel GCSE Applied Business Teacher Guide

Teacher Guide with ActiveTeach CD-ROM

Provides complete support for teachers with a strong focus on applied learning, differentiation, assessment and planning.

The ActiveTeach CD-ROM contains customisable teaching material, PowerPoint

presentations and a range of student activities to spice up your lessons.

ActiveTeach includes an interactive Student Book with activities to apply the learning,

giving you an engaging way of bringing the theory to life.

Sample screenshot fromEdexcel GCSE Applied BusinessActiveTeach CD-ROM

Practice activities develop examination skills.

Catherine Richards

Series editor: Andrew Ashwin

Applied Business

CD-ROM inside

Edexcel GCSE

Teacher Guide

Edexcel GCSE

AppliedBusiness

Written by Carol Carysforth, Rob Dransfi eld, Mike Neild and Catherine Richards

Series editor: Andrew Ashwin

Business 14–16

t 0845 630 33 33 f @ [email protected] w www.pearsonschoolsandfecolleges.co.uk0845 630 77 77

Teacher Guide

Differentiated activities let you stretch your most-able students, while giving you time to support those who need it.

See page 12 for World of

Work: Business DVD,

an interactive way to

bring the working world

into the classroom.

www.

If you need help with planning to teach GCSE Applied Business, telephone our hotline on 01865 888012 or visit our website at www.edexcel.com/appbus.

Feedback in electronic

activities helps students to identify areas of strength and areas for improvement.

7

Heinemann IGCSE Business Studies

AuthorRob Jones is a business studies author of long standing and an experienced teacher trainer. His works include GCSE texts in Business Studies and Applied Business.

Student Book

978 0 435991 20 3 £17.99

Teacher’s CD

978 0 435045 86 9 £50.00 (+VAT)

Heinemann IGCSE Business StudiesHeinemann IGCSE Business Studies provides complete coverage of the latest Cambridge IGCSE Business Studies syllabus.

Includes an innovative FREE Exam Café student revision CD-ROM to support students’ revision needs.

Differentiated core and supplementary material ensures the resource is suitable for all levels.

Up-to-date and relevant case study material is placed in context to bring theory to life.

The Teacher’s CD provides an array of materials such as worksheets and lesson plans to support your teaching.

Business 14–16

ExamCafé CD-ROM inside

Rob Jones

IGCSEHeinemann

new!

Student Book

6

Fishing, which involves netting, trapping, angling and trawling fish. It also includes catching or gathering other types of sea food such as mussels, prawns, lobsters, crabs, scallops and oysters. China is the world’s largest fish producer.

Forestry, which involves managing forests to provide timber for wood products. It also involves protecting the natural environment, providing access and facilities to the public and managing wildlife habitats.

Agriculture, which involves a range of farming activities. This is probably the most important primary sector activity for most countries. Most agriculture is concerned with food production, but other examples include ornamental or exotic products such as cut flowers, nursery plants and tropical fish.

Secondary sectorIn the secondary sector business activity involves converting raw materials into finished or semi-finished goods. Examples include metal working, car production, textile production, chemical and engineering industries, aerospace manufacturing, energy utilities, engineering, food processing, construction and shipbuilding. In many countries this sector has declined in recent years.

Tertiary sectorThe tertiary sector involves the provision of services. There is a wide variety of services and some examples are given below:

Professional services such as accountancy, legal advice and medical care.

Transport such as train, taxi, bus and air services.

Household services such as plumbing, decorating, gardening and house maintenance.

Leisure services such as television, tourism, swimming pools and libraries.

Financial services such as banking, insurance, and pensions.

Commercial services such as freight delivery, debt collection, printing and employment agencies.

Jill and Ronnie Sanchez have owned a farm for 40 years. They grow a range of root vegetables such as carrots, swedes, turnips and parsnips. They have a contract to supply two local supermarkets and also sell to other shops in the area. In the 1970s, Jill and Ronnie employed up to 12 workers; however, because of mechanisation they now just employ three.

De-industrialisation – the decline in manufacturing.Primary sector – production involving the extraction of raw materials from the earth.Secondary sector – production involving the conversion of raw materials into finished and semi-finished goods.Tertiary sector – the provision of services in the economy.

Key terms

QUESTION 1

What is business activity?

5

Primary sectorBusiness activity is classifi ed into three sectors. In the primary sector business activity involves extracting raw materials from the earth. Examples include:

Mining and quarrying where raw materials such as coal, iron ore, copper, tin, salt and limestone are dug out of the ground. This sector also includes the extraction of oil and gas. Saudi Aramco, the largest oil producer in the world, is an example of a business that extracts oil.

Getting started…Businesses operate in different sectors. In developed countries, such as the US and the UK, most businesses provide services. They may be fi tness centres, insurance brokers or retailers, or provide services for businesses such as market research or IT support. In some countries, such as China, there are large numbers of manufacturers. Finally, in less developed countries most businesses will concentrate on producing agricultural goods. Look at the businesses below.

(a) Which of the businesses above are concerned with (i) agriculture; (ii) manufacturing; (iii) services?

(b) Which of the above businesses are most likely to be common in (i) Africa; (ii) Western Europe?

Business classifi cation

Chapter 2

Figure 2.1Examples of business activity in different sectors

Other resources

Longman Business Studies for IGCSE • Develops knowledge and understanding of real

business issues with up-to-date case studies. • Offers lots of practice opportunities with exam-

style questions and end-of-unit assessments.

Longman Business Studies for IGCSE978 1 405802 07 9 £17.85

Textbook of Commerce, 5th edition Endorsed by the University of Cambridge International Examinations, this is the ideal companion for students studying the CIE O Level

in Commerce.

Textbook of Commerce, 5th edition978 0 435982 25 6 £13.95

Business Case Studies• Provides detailed case studies from well-known companies

interpreted for classroom use.• Written specifi cally around the key themes of the GCSE and

Applied GCSE specifi cations.• Gives students guidance on exam technique.

Business Case Studies for GCSE978 1 405864 47 3 £102.00 (+VAT)

Sample pages from Heinemann IGCSE Business Studies

8

Getting started sections at the beginning of each chapter set the scene for students and put them in charge of their own learning.

Questions throughout reinforce learning and test students’ knowledge and understanding.

Key terms are highlighted and explained so students can quickly grasp what they are reading.

9

AS and A Level Business Studies, 4th edition Best-selling textbooks, revised for the latest GCE specifi cations

The fourth editions of these market-leading texts have been completely updated for teaching the latest AS and A Level Business Studies specifi cations. Each edition incorporates the changes to the GCE specifi cation, including the reduction in the assessment burden from six to four units. Business Studies gives you more choice and targeted coverage of the specifi cations with an edition suitable for OCR, IB, WJEC, CCEA and SQA, and an AQA edition.

Student Books Written by an experienced and respected team of authors and examiners – and now including the expertise of Alain Anderton.

Help students to achieve the best results with full coverage of the new assessment objectives.

Include short answer, data response and case study questions that follow the new assessment style, with guidance on how to achieve the highest marks in examinations.

Teacher Guides Photocopiable resource to save you valuable preparation time.

Provide exemplar answers to all questions in the Student Book.

Include a comprehensive grid outlining which units from the Student Book can be used with particular specifi cations.

A Level Business Studies, 4th editionSuitable for OCR, IB, WJEC, CCEA and SQA boards

Student Book

978 1 405892 31 5 £28.99

Teacher Guide

978 1 405892 32 2 £79.99

Business Studies for AQA AS Level, 4th edition

Student Book

978 1 405892 20 9 £18.99

Business Studies for AQA A Level, 4th edition

Student Book

978 1 405892 21 6 £28.99

Business Studies for AQA Teacher Guide, 4th edition

978 1 405892 23 0 £79.99

AuthorsDave Hall, Rob Jones, Carlo Raffo, and Alain Anderton

Edited by Ian Chambers and Dave Gray

Business 16+


Student Book

Sample pages from Business Studies, 4th edition

Provides the latest theory and practice, coupled with case studies and statistics, that focus on today’s business issues to ensure students are able to apply the theory to real-life situations.

Questions throughout reinforce learning and test students’ knowledge and understanding.

10

Revision Express Business Studies AS & A2Covers AS and A2 in one book, making revision fast and effective

If you’re looking for a fast, focused and effective way for your students to revise for their AS or A2 exams, Revision Express is the answer.

Each chapter is broken down into two-page topic sessions, packed with information, top tips and unique features to help students carefully organise their revision and gain vital extra marks.

All the information is presented in short, memorable chunks for quick and simple revision.

Students can check progression with short ‘checkpoint’ questions and answers.

Sample exam-style questions help students to develop and practise their exam techniques, and A-Level examiners reveal the secrets to getting top grades.

Business 16+

Student Book

Revision Express Business Studies AS & A2

978 1 408206 50 8 £14.99

Short checkpoint questions and answers allow you to check your progress.

Sample pages from Revision Express Business Studies AS & A2

Real exam questions help to check learning and provide thorough exam preparation.

11

AS and A2 Level Applied Business for Edexcel Comprehensive coverage of the Edexcel Applied Business specifi cation for AS and A2 Level

These materials from Causeway Press for AS and A2 Level Applied Business for Edexcel are endorsed by Edexcel and written by examiners.

Flexible materials cover the single and double awards at AS Level and A2 Level.

Examples show how to achieve success in internal and external assessment with valuable examiner guidance.

Applied Business 16+


AS and A2 Level Business for Edexcel

AuthorsJohn Evans-PritchardDave GrayMargaret HancockRob JonesAlan Mansfi eld

Best-selling resources for A Level Applied Business

AS Level Applied Business for Edexcel (single award)978 1 405821 14 8 £20.99

AS Level Applied Business for Edexcel (double award)978 1 405821 15 5 £25.99

A2 Level Applied Business for Edexcel (single and double award)978 1 405821 16 2 £24.99

Applied Business for Edexcel Teacher Guide (photocopiable)978 1 405821 13 1 £80.00

A Level Applied BusinessComprehensive coverage for AS and A2

Colourful and engaging textbooks from Heinemann written for both the Single and Double Award of the AS and A2 Level Applied Business for Edexcel and OCR.

The strong author team comprises Rob Dransfi eld, Dave Needham, Karen Hough, Catherine Richards and Neil Richards.

‘Think it over...’ features encourage students to think more deeply about what they have learnt.

‘Key terms’ help students to develop their business vocabulary.

Up-to-date case studies have differentiated questions to allow students to work at their own level.

OCR: AS Single Award

978 0 435401 15 3 £19.99

OCR: AS Double Award

978 0 435401 16 0 £23.99

OCR: A2 Double Award

978 0 435352 91 2 £24.99

Edexcel: AS Single Award

978 0 435401 13 9 £19.99

Edexcel: AS Double Award

978 0 435401 14 6 £23.99

Edexcel: A2 Double Award

978 0 435352 90 5 £24.99

12

Business Software

World of Work Business Levels 1 and 2

DVD and Learning Resource File

AuthorsLinda Bickel Beth Gray

978 0 435812 26 3 £199.00 (+VAT)

authors

Linda Bickel is an Edexcel specifi cation writer and experienced teacher. She has worked closely on the new BAF Diploma for Edexcel.

Beth Gray is an experienced Business teacher who has taught applied and vocational Business for 20 years. She has worked as part of the Hertfordshire Consortium for the BAF Diploma.

Business, Levels 1 and 2 DVD and Learning Resource FileEngaging DVD footage and practical learning activities for Business courses

Engaging DVD footage of real businesses, accompanied by practical learning activities, give students a valuable insight into the workplace with a clear learning focus.

The Learning Resource File includes teaching ideas, activities and homework for 30 lessons, to ensure that you and your students are getting maximum benefi t from the DVD.

Ideal for use alongside a range of Level 1 and 2 courses, including the Business, Administration and Finance Diploma qualifi cation, with mapping and guidance on how to use the resource with your particular course as well as support for work experience in different settings.

Learning Resource File

Sample page from World of Work: Business Levels 1 and 2

Screenshot from World of Work: Business Levels 1 and 2 DVD

Student resource sheets provide stimulus for discussion before, during and after watching, as well as problem-solving scenarios for group work.

DVD

Interviews and DVD footage in different settings enable students to develop an understanding of a variety of different work environments.

www.

Find out more and see samples at www.pearsonschoolsandfecolleges.co.uk/wow.

Business Software


Sample screenshot from Active Business

www.

View sample material at www.pearsonschoolsandfecolleges.co.uk/bussoftware.

Active Business

AuthorsPhil GuyCatherine Richards

978 0 435464 16 5 £210.00 (+VAT)

A fl exible e-solution for teachers of any Level 3 Business course

Designed especially for whole-class teaching using interactive whiteboards or projectors, this electronic resource helps you to deliver a wide variety of business courses at Level 3 in an engaging and visual way.

Thirty key business topics delivered by animated lesson presentationsenhance teaching.

Video and audio clips bring key concepts alive.

Interactive group activities give students the opportunity to become more involved and work together.

Customisable lesson plans and student worksheets support and extend delivery of the electronic presentations.

An invaluable syllabus mapping grid shows exactly where each topic fi ts into specifi c courses, to help you cover everything.

www.

View sample video clips and assignments online at www.pearsonschoolsandfecolleges.co.uk/bussoftware.

eCase Studies for Business

AuthorsHelen Coupland-SmithSteve RichardsonCatherine Richardswith Karen Hough

978 0 435812 19 5 £210.00 (+VAT)

CD ROM

for BusinesseCase?Studies

for BusinesseCase?StudieseCase?Studies

for Businessfor Business

Video-based case studies exactly mapped to Level 2 qualifi cations

eCase Studies for Business addresses the problem of schools and colleges struggling to get their students access to real businesses. Student understanding is developed through a series of in-depth case studies drawn from today’s business world.

Video case studies enable learners to see theory in action.

Assignments exactly mapped to Level 2 business courses and to separate exam boards help with lesson planning.

Activities are included toreinforce student learning.

Easy to install onto school/college networks, stand-alone PCs and VLEs.

Sample screenshot from eCase Studies for Business

14

Business, Administration and Finance Diploma

Level 1 Foundation Diploma

Student Book

A bright and engaging textbook covers all the Principal Learning at Level 1 and brings learning to life through links to the real business world.

Embedded activities for functional skills and personal, learning and thinking skills ensure learners develop these skills as they progress.

Assessment and Delivery Resource with CD-ROM

Contains a PDF of the Student Book so you have everything you need to plan your lessons.

Delivery plans, model assignments and a bank of ready-made and customisable activity sheets support your teaching.

Level 2 Higher Diploma

Student Book

Brings learning to life with strong links to the business world, with lively snapshots of the workplace and enterprise activities to engage learners.

Covers the Principal Learning at Level 2 and provides a variety of differentiated activities to encourage learners to apply their skills and knowledge to real-life settings.

Functional skills and personal, learning and thinking skills features are included in each unit to ensure learners are developing these essential skills in context.


Specifi c guidance on functional skills, personal, learning and thinking skills, the Project and working with local employers, helps practitioners to feel confi dent delivering every part of the Diploma.

The CD-ROM provides a bank of ready-made and customisable planning and delivery resources including case studies, worksheets, lesson plans, schemes of work and PowerPoint slides, to cut down your planning time dramatically.

Level 3 Advanced Diploma


Contains the unit specifi cation and delivery plans, as well as a range of activity sheets for each unit, providing opportunities to develop practical skills, personal, learning and

thinking skills, and functional skills.

Assessment guidance gives you peace of mind about seeing your learners through assessment, with model assignments for each internally assessed unit.

Edexcel Diploma in Business, Administration and FinanceEdexcel’s own resources to help ensure Diploma success

Level 1 Foundation Diploma

AuthorsLinda Bickel, Gillian Dale,Bernie Fishpool, Pat Lovell

Student Book

978 1 846905 10 0 £19.99

Assessment and Delivery Resource

with CD-ROM

978 1 846905 11 7 £140.00 (+VAT)

Level 2 Higher Diploma

AuthorsLinda Bickel, Sarah-Jane Clark, Linda Fitzmaurice, Alan Mansfi eldCathy Richards, Conrad Tetley

Student Book

978 1 846904 14 1 £19.99


with CD-ROM

978 1 846904 15 8 £160.00 (+VAT)


AuthorsLinda Bickel, Andrew AshwinGillian Dale, Pat Lovell


with CD-ROM

978 1 846905 12 4 £199.00 (+VAT)

www.

Download samples and see units covered at www.edexceldiplomas.co.uk/baf.

CD-ROM inside

Linda Bickel, Gillian Dale, Bernie Fishpool, Pat Lovell



Business, Administration

and Finance


Business, Administration and Finance Diploma

Written to support the WorkSkills from Edexcel framework at Levels 1 and 2, WorkSkills Activators guide learners through their work placement over three 10-hour WorkSkills units.

Each write-in workbook includes activities to challenge different learning types, can apply to any work sector and provides a place for learners to record evidence of their own work placement.

Assessment templates are provided, including employers’ reports and visiting tutor reports.

An accompanying Teacher Resource Disk provides further assessment support at Levels 1 and 2.

WorkSkills Activators

AuthorsJudith Ball, Eileen Cox

Level 1 Workbook

978 1 846903 36 6 £4.99

Level 2 Workbook

978 1 846903 35 9 £4.99

Teacher Resource Disk

978 1 846903 37 3 £130.00 (+VAT)

WorkSkills ActivatorsGuiding learners through their work placement

Supporting learners doing a Project as part of their Diploma or as a stand-alone qualifi cation, these resources cover all the skills needed at Levels 1–3.

Student Guides enable students to develop essential skills needed for success.

Teacher Resource Disks offer guidance and support on developing learners’ skills.

Levels 1 and 2 Project and Level 3 Extended Project GuidesHelp your learners gain the skills they need!

Projects and Extended Projects

Co-ordinating editors: Elizabeth Swinbank, John Taylor

Level 1 and 2 Student Guide

978 1 846903 64 9 £10.00

Level 1 and 2 Teacher Resource Disk

978 1 846903 62 5 £130.00 (+VAT)

Level 3 Student Guide

978 1 846903 63 2 £11.00

Level 3 Teacher Resource Disk

978 1 846903 61 8 £160.00 (+VAT)

www.

Find out more and view samples at www.pearsonschoolsandfecolleges.co.uk/vocational.

Sample page from Level 1 and 2 Projects Student Guide

Level 3 Extended Project Teacher Resource DiskCoordinating editors: Elizabeth Swinbank and John Taylor

A teacher resource CD to accompany the Level 3 Extended Project Student Guide

Supports Edexcel’s Project and

Extended Project specifi cations!

16

BTEC’s own Business resources to accompany the 2010

specifi cation – by the BTEC team, for BTEC learners

BTEC and Heinemann have joined forces to bring you BTEC Entry 3/Level 1,

BTEC Level 2 First and BTEC Level 3 National Business Student Books and

accompanying Teaching Resource Packs, to support you every step

of the way to BTEC success.

Inspire all learners. Raise attainment.

Teach BTEC.

course structureBTEC Level 3 NationalBTEC Entry 3/Level 1 BTEC Level 2 First

* Prices are provisional until publication.

978 1 846906 34 3 £21.99

978 1 846906 20 6 £19.99

978 1 846909 21 4£17.99

978 1 846906 35 0 £21.99

978 1 846906 36 7 £199.00 (+VAT)

978 1 408259 39 9 £199.00* (+VAT)

March 2011

978 1 846906 21 3 £199.00 (+VAT)

978 1 846909 34 4£65.00 (+VAT)

Student Book 1Student BookStudent Book Student Book 2

Teaching Resource Pack

Assessment Resource Pack


TeachingBook

new!

new! new!

NEW for 2011!

Assessment Resource

Pack for BTEC Level 2

First Business see page 18 for details!


new!

BTEC Entry 3/Level 1 Business Administration

Student Book

978 1 846909 21 4 £17.99

Teaching Book and Resource Disk

978 1 846909 34 4 £65.00 (+VAT)

BTEC’s own resources for Entry 3/Level 1 Business Administration are tailored to the needs

of Entry 3 and Level 1 learners – providing engaging content that helps learners achieve their

potential and progress to employment or BTEC Level 2 First.

Student Book

Designed for the needs of the Entry 3/Level 1 learner in full colour, with a spread-based approach, and topics broken into clear, bite-sized chunks to retain learners’ attention.

Covers 11 units at Level 1 and two units at Entry Level 3, so you can be confi dent your learners have the content they need to achieve their qualifi cation.

Activities mapped to the assessment criteria in each unit provide support and clear direction for learners, helping them to work towards the criteria.

Edexcel’s own Assignment tips, written by BTEC experts, help learners to achieve their potential in assessments.

Help your learners progress to employment or BTEC Level 2 First with a focus on employability skills, and introducing learners to BTECs.

Teaching Book and Resource Disk

Your copy of the Student Book, with tailored introduction notes to help you get the most from BTEC’s own resources.

Save your planning time with schemes of work, unit introductions and delivery guidance – including advice on covering Functional Skills – to help you plan and prepare for lessons.

Covers all the units from the Student Book – with clear references to the activities and content – plus delivery resources for an extra Entry 3 unit.

Teaching ideas for each unit help to get you started on each topic.

BTEC Entry 3/Level 1 Business AdministrationBTEC’s own resources

UNIT 19 CREATING BUSINESS DOCUMENTSUNIT 19: Creating Business DocumentsUNIT 19 CREATING BUSINESS DOCUMENTS

Sending documents

As shown in the case study about Moorcroft Golf and Leisure Club, businesses need to choose carefully how to communicate information through business documents. Choosing how to send a business document is important in order to make sure the information gets to the right person in an effective format. Some of the most common delivery options for communicating business information and the purpose of each document are in the table below.

Document type Purpose of document

Letter

As a group, discuss what you think Charlie Statham should do to solve the problems at Moorcroft Golf and Leisure club. Think about how long standing members may have felt if they believed the business had just ignored them. How might this have affected the business? How could Charlie ensure this could never happen again?

Business documents

Purpose of document

Key terms

LO1

BTEC’s own resources

Effective communication is important for the smooth running of a business. People within the organisation need to be able to choose and use appropriate business documents to communicate important information to internal and external customers.

Business documents can be used to request and provide information, give instructions, attract potential customers and confirm agreements. You will learn about the different types of document that businesses use for these purposes later in the unit.

Different types of business documentation

BTEC’s own resources

LO1

Case study:

The Moorcroft Golf and Leisure Club

The Moorcroft Golf and Leisure Club on the outskirts of Leeds is an exclusive 5-star hotel that boasts an 18 hole championship golf course and a luxury health spa. This hotel, golf and leisure club was opened in 1990. Since then

l b i i d h d f

Sample page from BTEC Entry 3/Level 1 Business Administration Student BookKey terms give learners clear and concise descriptions of industry terms.

Case studies put learning into a real-world context, helping learners to see how their learning relates to business environments.

contents

Entry Level 3 units covered

Unit 2 Managing your health at work

Unit 5 Working in business administration

Unit 6 Professional behaviour in an offi ce environment (Teaching Book only)

Level 1 units covered

Unit 14 Working in business administration

Unit 15 Communicating electronically

Unit 16 Making and receiving calls

Unit 17 Welcoming visitors

Unit 18 Handling mail

Unit 19 Creating business documents

Unit 20 Recording business transactions

Unit 21 Supporting business meetings

Unit 22 Business administration group project

Unit 23 Ideas for small business

Unit 24 Job opportunities in administration

BTEC Business

Activities help stimulate learners to think about their work, and explore the topics in more detail.

18

These resources provide in-depth coverage of the four mandatory units and 11 most popular

optional units, giving you more than enough units for the full Diploma so you can tailor

the course to your learners’ needs and interests. Written by best-selling, tried-and-trusted

authors, you can be confi dent the materials are written at the right level and provide

suffi cient depth.

Student Book

Assessment activities give practice for all grading criteria for the units covered, with Edexcel’s own assessment tips to help learners achieve their potential.

WorkSpace case studies put the learning into a real-world context, giving exclusive access to real businesses, motivating learners by linking their learning to their future careers.


Schemes of work and lesson plans help to save you planning time so you can spend more time supporting your learners.

A bank of @t work resources puts engaging videos, interactive activities and PowerPoints at your fi ngertips – full of vocational relevance and designed for those who learn better by doing.

Stretch and support guidance helps you to differentiate your delivery, helping all learners to achieve their potential.

VLE-ready CD-ROM and a separate disk for your own computer contain all resources for easy upload.

Assessment Resource PackA true lifesaver for those who are new to BTEC, and a great source of ideas for those already delivering the course!

Ready-made assignments, approved by BTEC’s leading experts, so you can get straight into delivery.

Examples of learner work that has been graded by BTEC experts to help you assess with confi dence, and demonstrate to learners how they can raise their attainment to Merit and Distinction.

Tried-and-tested ideas and fully worked examples to showcase what you can do with BTEC.

All materials available in ring-binder with VLE-ready CD-ROM containing all resources for easy upload.

BTEC Level 2 First BusinessEverything you need for BTEC success at your fi ngertips!

BTEC Level 2 First Business

AuthorsCarol Carysforth

Mike Neild

Catherine Richards

Student Book

978 1 846906 20 6 £19.99


978 1 846906 21 3 £199.00 (+VAT)

BTEC Business

new for

2011!

new!BTEC Level 2 First Business

Assessment Resource Pack

978 1 408259 39 9 £199.00* (+VAT) March 2011

*Prices are provisional until publication

www.pearsonfe.co.uk/atwork.

Interactive learning with


19

BTEC Business

BTEC Level 3 National BusinessUnparalleled support from the BTEC team for the Level 3 specifi cation

BTEC Level 3 National Business

AuthorsJohn Bevan, Helen Coupland-Smith,

Rob Dransfi eld, John Goymer,

Carlo Mencattelli, Catherine Richards,

Neil Richards

Student Book 1

978 1 846906 34 3 £21.99

Student Book 2

978 1 846906 35 0 £21.99


978 1 846906 36 7 £199.00 (+VAT)

BTEC and Heinemann have joined forces to bring you BTEC’s own resources for BTEC Level 3

National Business – by the BTEC team, for BTEC learners – to support you every step of the

way to BTEC success.

Student Books

Student Book 1 includes all four mandatory units plus eight popular optional units – providing complete coverage for the BTEC Level 3 National Certifi cate, BTEC Level 3 National Subsidiary Diploma or BTEC Level 3 National Diploma qualifi cations.

Student Book 2 comprises eight optional units, giving additional unit choice.

Assessment activities in each unit give practice for all grading criteria, with Edexcel’s own grading tips to help learners achieve their potential.


Covers 12 units including all four mandatory units with differentiation built into activities, schemes of work and lesson plans to stretch the most able towards Distinction grades.

A bank of @t work resources puts engaging videos and PowerPoints at your fi ngertips – putting the theory into a vocational context and designed to support experiential learning.

Stretch and support guidance helps you to differentiate your delivery to challenge the most able and provide scaffolding and guidance where necessary, helping learners achieve their potential.

VLE-ready CD-ROM contains all resources for easy upload.

Sample page from BTEC Level 3 National Student Book

Unit 5 Business accounting

1.4 Capital expenditureExpenditure is money spent by a business and can be split into two categories: capital expenditure and revenue expenditure. We are going to start by looking at capital expenditure. This is used to buy capital items, which are assets that will stay in the business for a long period of time. Capital items are fi xed assets and intangible assets, as explained below.

Fixed assetsFixed assets are items owned by a business that will remain in the business for a reasonable period of time. These are shown on a business’s balance sheet and include land and buildings, offi ce equipment, machinery, furniture and fi ttings, and motor vehicles. These are sometimes referred to as ‘tangible assets’ because they can be touched.

Most fi xed assets lose value over time and for this reason they are depreciated. This means that each year their value in the balance sheet is reduced in order to give a fair value of the asset.

IntangiblesAn intangible asset is something owned by the business, that cannot be touched but adds value to the business. Here are three common intangibles that exist within businesses.

• Goodwill – when you buy an existing business, its name and reputation will already be known, and it may already have an established customer base or set of clients. This increases the value of the business and therefore increases the selling price of the business. A sum of money is added to the value of the business to refl ect the value of this goodwill. However, goodwill is diffi cult to place a fi gure on –

Key termCapital items – assets bought from capital expenditure such as machinery and vehicles

• Trademarks – a trademark is a symbol, logo, brand name, words or even colour that sets apart one business’s goods or services from those of its competitors. Trademarks can be a key infl uence on consumer choice and build a strong brand loyalty. A trademark therefore is of value to a business and consequently recorded as an intangible asset.

How do you decide upon the monetary value of a trademark?

1.5 Revenue expenditureRevenue expenditure is spending on items on a

WorkSpace

• check the post for incoming money received

• check the bank account online for incoming money received.

I have to input all the details accurately on to the computer. At the end of each week, I check through all the invoices that have not yet been paid. We allow our

customers 30 days to pay, so if the invoice was issued more than 30 days ago and has not yet been paid, I have to chase the customer. Most of the time they apologise and say they will

authorise payment there and then. If, however, I think there might be a problem, I have to tell my manager.

Do you also deal with the money going out of the business?

No, that is Tanya’s job – she is the Purchase Ledger Clerk. She has to record all the purchases made by the business and authorise payment for these. For example, all our drivers have a petrol card for BP service stations. So each month Tanya will authorise the bank to pay the month’s fuel costs to BP.

Why is your job important to the business?

If I don’t issue an invoice and chase payment, then we would be providing a service for free! The invoice asks the customer to pay and is the fi rst step towards getting cash into the

business. If there is not enough money coming in, even if sales are being made,

Christian has worked for eight months as a sales ledger clerk at Vamous Vehicles,

a small independent courier business. The business operates a fl eet of four delivery vans providing next-day courier services to and

from anywhere in the UK.

What does your job involve on a daily basis?

I am responsible for keeping the sales ledger up to date. This is a record of all of the sales made by the business and of the payments received from customers. In effect,

it lets the boss know how much is being made in sales and how much money is still owed. On a daily basis this means I have to:

• collect job sheets from drivers for the previous day’s deliveries

• issue invoices to customers requesting payment for the delivery made

Sales Ledger ClerkChristian

Key terms are highlighted throughout so learners can quickly grasp the meaning of what they are reading.

WorkSpace case studies link each unit to real-world business decisions, helping learners to see how the theory is put into practice in industry and to relate their learning to their future careers.

www.pearsonfe.co.uk/atwork.

Interactive learning with

Functional Skills Teaching and Learning Disks

Practical support and resources to deliver the new functional skills qualifi cations across English and mathematics at Entry 3, Level 1 and Level 2.

● Support with delivery: Activity-based delivery plans offer total support that can easily be used with all post-16 learners, whether they are following an apprenticeship, NVQ, vocational course or taking functional skills as a stand-alone qualifi cation. The packs offer practical support and guidance for different models of delivery across varied learning environments.

● Complete solution: The packs cover all the functional skills standards, with guidance on: helping learners to apply problem-solving skills; assessing learners’ underpinning English and mathematics skills; working with groups and individual learners; preparing for assessment.

● Interactive learning: Bring learning to life with integrated interactive activities that encourage learners to apply their functional skills in different contexts and situations. The activities help learners to make decisions and solve everyday problems using their English and mathematics skills.

● Personalise to your own needs: A wealth of teacher resources sit alongside ideas for contextualising the learning to different sectors, meaning you can tailor the resources to suit your learners’ needs.

Go online to www.pearsonfe.co.uk/fs to fi nd out more.

for apprentices, vocational and adult learners

Entry 3 Mathematics978 0 435048 66 2

Level 1 Mathematics 978 0 435048 67 9

Level 2 Mathematics978 0 435048 68 6

Entry 3 English978 0 435048 63 1

Level 1 English978 0 435048 64 8

Level 2 English978 0 435048 65 5

All disks priced at £300 (+VAT)*

and available in May 2011.


Q58

9 V

10S

KI0

0456

20

Apprenticeships

BTEC Apprenticeships – More support for more successful apprenticeships

● Integrated knowledge and competence elements

● Reduced administration for your centre through data sharing and interoperability

● Recognised early achievement

● A market-leading solution for functional skills

Visit www.btecapprenticeships.com

now to fi nd out more

Q59

0

V10S

KI0

0455

OCR National Business


OCR National BusinessEngaging resources written to match the specifi cation

These textbooks for Levels 2 and 3 really engage your students and offer full coverage of the OCR National

Business specifi cations.

Level 2 The Student Book for Level 2 is the only resource to cover both the mandatory and optional units.

Written to match the specifi cations and covers all the assessment so tutors can be sure that students have everything they need.

Activities and case studies hold students’ interest and provide the opportunity to see how businesses operate in the real world.

Level 3 The Student Book for Level 3 covers four mandatory units and four of the optional units.

Assessment objectives are defi ned in each unit so students have a clear outline of the knowledge, understanding and skills needed to pass.

Case studies with questions and interesting activities encourage students to learn to put theory into context with links to actual business practice.

Knowledge checks at the end of each unit enable candidates to assess their own progress.

OCR National Business

AuthorsKaren HoughJackie TyeNick Colburn

Level 2 Student Book

978 0 435401 22 1 £19.99

Level 3 Student Book

978 0 435449 80 3 £24.99 Student Book

Sample pages from OCR National Busieness Level 2 Student Book

Students study real businesses which makes their learning more meaningful.

Questions encourage students to absorb and refl ect on their learning.

Case studies help students to link theory with real business practice.

www.

Download sample material at www.pearsonschoolsandfecolleges.co.uk/business.

21

22

Let Heinemann serve your business needs

Heinemann offers a total solution for those taking the new 2010 NVQ/SVQ standards for Customer Service at Level 2

and Business & Administration at both Levels 2 and 3.

Candidate Handbooks Feature a range of engaging activities and portfolio tasks to encourage candidates to achieve their best. Assessment advice allows them to focus on exactly what they need to know and show they can do.

Companion website Offers coverage of further optional units, answers for Student Book questions, sample forms for activities and additional coverage of the Technical Certifi cate to give your candidates complete support.

NVQ/SVQ

NVQ/SVQLevel 2 Customer Service

Levels 2 and 3 Business & Administration

new!

Candidate Handbooks

Level 2 NVQ/SVQ Customer Service Candidate Handbook (and companion website)978 0 435046 89 7 £19.99*March 2011

Level 2 NVQ/SVQ Business & Administration Candidate Handbook (and companion website)978 0 435046 90 3 £19.99*March 2011

Level 3 NVQ/SVQ Business & Administration Candidate Handbook (and companion website) 978 0 435046 88 0 £24.99*May 2011


23

www.

For a full list of contents, visit our website at www.pearsonschoolsandfecolleges.co.uk/customerservice.

NVQ/SVQ

Level 2 NVQ/SVQ Customer ServiceNew materials to support the 2010 standards

This brand new, full-colour Candidate Handbook with accompanying website supports the new Customer Service standards at Level 2.

Written in line with the revised QCF Framework to offer authoritative coverage of the new Level 2 NVQ/SVQ Customer Service standards.

Covers the mandatory, most B-category units, and the most popular optional units, with additional support for the Technical Certifi cate and Functional Skills.

Highly illustrated units and varied activities mean that candidates are kept engaged and can access the information they need quickly.

Offi ce Life case studies show learners how the qualifi cation supports their working life and provides practical best-practice tips for making the most of their career.

Assessment guidance features throughout offer advice on how to prepare for assessment, and how candidates can achieve their best.


new!

Suitable for all

awarding organisations,

including C&G, EDI,

Edexcel, OCR, SQAand VTCT.

Level 2 NVQ/SVQ Customer Service

Candidate Handbook (and website)

978 0 435046 89 7 £19.99*

March 2011


contents

F1: Communicate using customer service language

F2: Follow rules to deliver customer service

A3: Communicate effectively with customers

A4: Give customers a positive impression of yourself and your organisation

A10: Deal with customers face to face B2: Deliver reliable customer service C1: Recognise and deal with customer

queries, requests and problems C4: Deliver customer service to

diffi cult customers D1: Develop customer relationships A5: Promote additional services or

products to customers A8: Make customer service personal A11: Deal with incoming telephone calls

from customers A12: Make telephone calls to

customers A13: Deal with customers in writing or

electronically C3: Resolve customer service

problems Plus coverage of the technical certifi cate units.

Candidate Handbook

Sample pages from Level 2 NVQ/SVQ Customer Service Candidate Handbook

104

Com

munic

ate

usin

g c

usto

mer s

erv

ice la

nguage

NVQ/SVQ Level 2 Customer Service

Unit F1

The types of customer your organisation does business with

Here is a definition of customer service from The Institute of Customer Service.

“Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction. It usually involves service teamwork and service partnerships.”

A customer service practitioner might simply see it as “helping people”.

Who are your customers?Just as you have many different friends and colleagues, so too will there be a variety of customers for you to deal with. Good customer service depends on fully understanding the needs of your customers so that you can provide a good product or service.

A customer is someone who receives customer service from you. It’s usually easier to think of customers as living breathing people. However, sometimes your customers will be other organisations.

If a customer is an individual or works in another organisation he or she is known as an external customer. If a customer comes from another part of your organisation he or she is known as an internal customer.

Both internal and external customers require the same great level of service from you. Your internal customers are working with you to provide an overall level of service which supports the needs of customers wherever they are. If the chain breaks down, service suffers. So, everyone where you work is responsible for service somewhere along the line.

Key terms

The Institute of Customer Service: a professional body which deals with developing customer service people and systems.

Key terms

External customer A customer who does not belong to your organisation. An individual or organisation using, or considering using, your organisation’s products or services.

Internal customer A customer who works for your organisation. An individual or department drawing on the function or service that you or your department provides to your organisation.

Portfolio Task F1.1.1; F1.1.2; f1h

Find out who some of your internal customers are. Complete this sentence:

My internal customers are

Now think about your external customers and complete this sentence

My external customers are

Thinking about customer types – who are your organisation’s customers? Complete this sentence.

My organisation’s customers are

Make a list here of any other customer types you deal with. Indicate whether they are internal or external customers.

Keep the lists for your portfolio.

Sample web page from the supporting Level 2 NVQ/SVQ Customer Service website

Key terms help to aid understanding of important concepts and theory.

Portfolio features provide opportunities for learners to undertake activities and gather evidence that can be used in their portfolio.

Companion website offers coverage of further optional units, answers to questions in the Candidate Handbook and forms to use with portfolio tasks.

NVQ/SVQ

24

new!

new!

Level 2 NVQ/SVQ Business &Administration


978 0 435046 90 3 £19.99*

March 2011

Level 3 NVQ/SVQ Business &Administration


978 0 435046 88 0 £24.99*

May 2011


Levels 2 and 3 NVQ/SVQ Business & AdministrationBrand new resources to support the new standards

These new, full-colour Candidate Handbooks with accompanying website support the new Business & Administration standards at Levels 2 and 3.

Written in line with the revised QCF Framework to offer authoritative coverage of the new 2010 NVQ/SVQ Business & Administration standards.

Cover the mandatory, most B-category units, and most popular optional units with additional support for the Technical Certifi cate and Functional Skills.

Highly illustrated units and varied activities mean that candidates are kept engaged and can access the information they need quickly.

Assessment guidance features throughout offer advice on how to prepare for assessment, and how candidates can achieve their best.

contents

Level 2 NVQ/SVQ Business & Administration Candidate HandbookQ201: Manage own performance in a business

environmentQ202: Improve own performance in a business

environmentQ203: Work in a business environmentQ204: Solve business problemsQ205: Work with other people in a business environmentQ227: Respond to change in a business environmentQ212: Produce documents in a business environmentQ107: Make and receive telephone callsQ208: Use a diary systemQ211: Provide reception servicesQ256: Meet and welcome visitors

Q219: Store and retrieve informationQ220: Archive informationQ221: Use offi ce equipmentQ113: Use occupational and safety guidelines when

using keyboardsQ122: Spreadsheet softwareQ126: Word processing softwarePlus coverage of the technical certifi cate units

Level 3 NVQ/SVQ Business & Administration Candidate HandbookQ312: Design and produce documents in a business

environmentQ322: Plan and organise meetingsQ328: Deliver, monitor and evaluate customer services

to internal customers

Q218: Research informationQ301: Manage own performance in a business

environmentQ302: Evaluate and improve own performance in a

business environmentQ303: Work in a business environmentQ309: Communicate in a business environmentQ305: Work with other people in a business environmentQ329: Deliver, monitor and evaluate customer services

to external customersQ208: Use a diary systemQ226: Support the organization of meetingsQ212: Produce documents in a business environmentPlus coverage of the technical certifi cate units

www.

For a full list of contents, visit our website at www.pearsonschoolsandfecolleges.co.uk/business.

Sample web page from the supporting Level 2 and 3 NVQ/SVQ Business & Administration website

Companion website offers coverage of further optional units, answers to questions in the Candidate Handbook and forms to use with portfolio tasks.

t 0845 630 33 33 f 0845 630 77 77 @ [email protected] w www.????.co.uk25

NVQ/SVQ


Candidate Handbook

Sample pages from Level 2 NVQ/SVQ Business & Administration Candidate Handbook

Manage own performance in a business environment

Manage o

wn p

erf

orm

ance in a

busin

ess e

nvir

onm

entU

nit

Q20

1

105

Purpose of planning work, and being accountable to others for own workThere is a well-known saying that is o�en used in business: ‘Failure to plan is planning to fail’. This means that if you do not plan your work properly, you will not succeed in making the best of your working day and will not achieve the best results. Let’s take a closer look at what this means in practice.

Why do I need to plan my work?

Planning your work is a vital part of your job. At the planning stage, you will take time to:

consider all of the tasks that you need to complete

estimate the time needed to complete each one

work out which tasks need to be completed before others can be started

list the deadlines by which the tasks need to be completed

identify any urgent tasks which you need to attend to

identify any tasks where you will need help from someone else.

By taking a little time out at the beginning of your day to plan your work, you will dramatically improve your productivity and work efficiency and you will also have an at-a-glance checklist of your tasks for the day, which you can then check off as you complete each one. This will help you monitor your own progress.

Productivity productivity refers to the rate at which you work. So, if you are more productive, that means you get more done.

Efficiency – efficiency refers to the speed and the quality of your work, so if you complete a task efficiently you not only do it quickly, but also to a good standard.

Key terms

AccountabilityAt work, you will have a job description that sets out all of the things for which you are responsible, or accountable. For example, an Administrative Assistant may be responsible for making sure that the minutes of team meetings are accurately taken and then circulated to the whole team a�erwards. This means that the Administrative Assistant is accountable for these tasks. They will be directly accountable to their line manager for making sure these tasks are completed on time and without errors.

ChecklistWhen planning out your work tasks for the day, remember to include the following information for each task:

• The deadline for completing the task

• The time needed to complete the task

• Whether any help is needed from another person

• Whether it is urgent

• When you will begin each task

Urgent – a task which is urgent needs to be completed as soon as possible, otherwise there will be bad consequences.

Key term

104

Manage o

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rmance in

a b

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nviro

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ent

NVQ/SVQ Level 2 Business & Administration

Unit Q

20

1

The Health and Safety Executive (HSE) in the UK has published a code of practice for first aid in the workplace. It lets employers know what they must do and what first aid provision they must have available for their staff.

Figure 1.3: What does the HSE Code of Practice on first aid at work mean for your workplace?

Guidelines, procedures Main purpose Why you think it is or codes of practice important to help you carry out your job effectively

1

Portfolio Task 1.1

For this task, you need to find and list 3 of the guidelines, procedures or codes of practice which relate to your job. Think of all of the tasks which you carry out each day. Which of these have you received training for? Locate any documents which you were given at this time as they may contain important information on guidelines or procedures.

Ask your line manager to help you locate information on any other guidelines, procedures or codes of practice which relate to your job.

For each one that you choose, say what it is for and say why you think it is important to help you carry out your job effectively. It may help you to use the table format below to collect all of the information to complete this Portfolio Task.

Links to 1.1

Industry body – an industry body is an organisation set up to monitor and regulate the activities of its members.

Voluntary – some industry bodies set voluntary codes of practice. Businesses do not need to sign up to these, but if they do, their customers can know what standards of service to expect.

Key terms

You can find a link that will take you to the full code of practice at: www.contentextra.co.uk/NVQ BusinessAdmin.

Codes of practiceCodes of practice are widespread in business these days and can be produced by a business, or by an industry body.

Codes of Practice are voluntary codes setting out the minimum standards which customers can expect from businesses for such things as customer service, quality assurance and respect for privacy of personal data, among other things.

Activity 1

See how many different codes of practice there are that are relevant to your job and your organisation. Ask colleagues and managers to help you identify these.

A version of this table, ready for you to complete, is available to download from www.contentextra.co.uk/NVQBusinessAdmin

Manage own performance in a business environment

Manage o

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1 Why is it important to have guidelines and

procedures at work?

a. To ensure everyone feels under pressure

b. To ensure everyone follows the same methods to carry out certain activities

c. To keep the boss happy

d. Because it is illegal not to

2 What is the main reason for planning your work?

a. To make sure you can leave early

b. To ensure you make the most effective use of your time

c. To reflect on your mistakes

d. To keep yourself busy

3 What does the term ‘accountable’ mean?

a. In trouble

b. Financial

c. Responsible

d. Irresponsible

4 What is a benefit of working to realistic targets

at work?

a. The work will never be completed on time

b. You can recognise all your mistakes

c. It allows you to complete your tasks properly and to a good standard

d. You will fall foul of legislation

5 Why is it important to keep other people informed

when work targets need to be changed?

a. It is none of their concern

b. They need to know about changes as this may affect their other work and it allows them to make alternative arrangements if necessary

c. So that they can do the work themselves

d. They need to know about changes so that they can discuss them in meetings

6 What is the main reason we need to learn from mistakes?

a. To keep doing the same thing in future

b. To make sure we do not make the same mistake again

c. To get a pay rise

d. To reduce our performance

7 What does it mean to ’reflect’ on a situation?

a. To decide never to do it again

b. To think back over an event and consider how you might do things differently next time

c. To copy your behaviour

d. To make future cost savings

8 Why should we set ourselves high standards at work?

a. Because achieving high standards gives us a tremendous sense of achievement

b. Because our boss says we must

c. Because low standards mean we will lose our job

d. Because high standards are impossible to achieve

9 Why is your own behaviour at work so important?

a. Behaviour at work does not really matter

b. Behaviour is not part of your job description

c. Our behaviour tells other people a lot about our personality and whether we are responsible or not

d. Our behaviour can be bad as long as no-one gets injured

10 Which of these types of behaviour shows honesty,

respect and consideration?

a. Laughing behind someone’s back

b. Taking a day off work to go to a football match

c. Listening to a colleague who has a problem and trying to suggest a solution for them

d. Listening to music on your headphones while the boss is away at a meeting

Check your knowledge

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NVQ/SVQ Level 2 Business & AdministrationU

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20

1

Dean’s storyMy name is Dean Hunter. I’m 24 and have been working as an Administrative Assistant for Excelsior Merchandise for 18 months. During that time, the company has grown significantly and we have taken on a large number of new field sales staff. I am the central contact point for them, being office based, and it is my job to keep a track on their appointments during the working day and to process the orders which they send in from customers.

All of this tracking and order processing is carried out manually using a paper-based system. This worked fine when we only had 4 sales reps. However, we now have a sales force of 20, and keeping abreast of all the paperwork which is generated in any one day is becoming almost impossible, with the result that problems are beginning to arise with missed appointments, lost order sheets, and ultimately lost business for the company.

Office life

There are advantages and disadvantages to both paper and electronic diary systems. However, when there are a large number of staff to administrate, and a large volume of paperwork being generated, it is o�en better to use an electronic diary system. First, for the management of the sales reps’ appointments, an electronic calendar system will be much easier to administrate than a paper version; second, for the processing of orders, using an electronic system will allow for a much more streamlined process and will eliminate the possibility of lost orders as a result of missing paperwork.

Top t

ips

Ask the expert

Q I have to look a�er the diary management for a large number of sales reps. I also have to process the orders which they send in. I am overloaded with the paperwork which this generates and am starting to worry, as orders are being lost due to missing paperwork.

A In such a situation, it is recommended that you move over to an electronic system. This will offer a much easier way for you to ensure accuracy in administration. Microso� Outlook allows you to run a calendar service and it allows you to share calendars, so you can keep on top of the sales reps’ schedules. Also, by equipping your sales team with laptops, they could then email in all orders for customers, which you can then process electronically.

Key terms help to aid understanding of important concepts and theory.

Link features provide guidance on where the learner can fi nd more information about a particular topic in the Candidate Handbook.

Offi ce life features include a personal account of a practitioner’s experience in a setting; sometimes inspirational or uplifting, other times sharing a problem.

Provides learners with practical best-practice tips for making the most of their career.

Activities are designed to be as practical as possible to promote active learning.

Suitable for all

awarding organisations,

including OCR, SQA,

EDI, C&G, Edexcel and EAL.

26

Business Accounting Volume 1

AuthorsFrank WoodAlan Sangster

978 0 273712 12 1 £37.99

Business Accounting

Frank Wood’s Business Accounting Business Accounting Volume 1, 11th edition

Business Accounting Volume 2

978 0 273712 13 8 £37.99

Business Accounting Volume 2 builds on Business Accounting Volume 1 to cover advanced aspects of fi nancial accounting. It also covers introductory aspects of management accounting suitable for use at all levels up to and including professional foundation level courses and fi rst-year degree courses.

Provides easy-to-follow explanations of contemporary accounting practice.

Includes clear and logical progression through topics.

Activities designed to reinforce the understanding.

Business Accounting Volume 2, 11th edition

Business Accounting

UK GAAP Volume 1

978 0 273718 76 5 £32.99

UK GAAP Volume 2

978 0 273718 80 2 £35.99

This is the standard introductory text for accounting students and professionals working with UK GAAP practice and terminology.

Both GAAP versions maintain the same features and contents as the 11th edition version.

Business Accounting: UK GAAP, First edition

Business Accounting is the world’s best-selling textbook on book-keeping and accounting. Now in its 11th edition, it has become the standard introductory text for accounting students and professionals alike. Business Accounting Volume 1 is used on a wide variety of courses in accounting and business, both at secondary and tertiary levels and for those studying for professional qualifi cations.

Uses IFRS as its framework to explain key concepts and practice.

Fully updated review questions for exam practice.

Updated worked examples for areas of diffi culty.

Over 300 review questions, including past exam board questions and 100 multiple

choice questions with answers.

PowerPoint slides, Testbank and Solutions Manual.

27

Other Business 16+

Frank Wood’s A Level Accounting

AuthorsFrank Wood Alan Sangster

978 0 273685 32 6 £41.99

This edition of Frank Wood’s A Level Accounting has been restructured to follow the AQA A Level A2 specifi cation and the OCR A2 specifi cation. As well as providing instruction and practice in the preparation of accounting information, the text stresses the need for students to understand the business reasons behind accounting techniques.

Provides comprehensive, detailed and thorough coverage of the AQA and OCR A2 specifi cations.

Numerous worked examples, review questions and answers help to reinforce learning.

Includes recent past questions from the main awarding bodies as well as a useful guide on examination techniques.

The text is in fi ve parts:

- Parts 1, 2 and 3 cover the AQA specifi cation.

- Part 4 completes coverage of the OCR specifi cation.

- Part 5 comprises four chapters revising topics normally covered in the fi rst year of the A Level exam.

Frank Wood’s A Level Accounting, 4th edition

Book-keeping and Accounts

AuthorsFrank WoodSheila Robinson

978 0 273718 05 5 £34.99

This up-to-date, attractive and comprehensive accountancy textbook provides a progressive approach to learning and the principles of accounting. It covers the requirements of many of the accountancy professional bodies’ examinations, including AAT, IAB, A Level and OCR.

Includes ‘Professional Ethics’ in the workplace, which is now a part of many examining bodies’ curriculums.

Contains four new chapters: The accounting cycle; Business documents; Computers and accounting systems; Professional ethics.

‘Learning Objectives’ at the beginning of each chapter are updated to refl ect changes in both the fi nancial environment and the accountancy examining bodies’ syllabuses.

The ‘Chapter Summary’ is also revised to enable students to recall the main learning objectives of the chapter.

Attractive new full-colour design, diagrams and fl owcharts.

Book-Keeping and Accounts, 7th edition

Business Accounting

AuthorRob Jones

978 1 902796 41 3 £25.99

Business Accounting adopts a new approach to the teaching and learning of accounting for introductory courses. Combining the best features of a textbook and a workbook, it covers management and fi nancial accounting in one stand-alone text, with a comprehensive, student-friendly introduction for accounting students.

Includes: Principles of accounting; Financial accounting; Double-entry book-keeping; Management and cost accounting.

Business AccountingThe ‘must have’ book for all GCE AS and A Level accounting students


Other Business

Leisure and TourismEdexcel GCSE Leisure and TourismEdexcel’s own resources for the 2009 Edexcel GCSE Leisure and Tourism specifi cation, so you can be sure your students have everything they need for this new course.• Engaging, real-world focus and expert help with planning and assessment.• ActiveTeach CD-ROM provides interactive activities, video and an electronic

copy of the Student Book, so you can easily produce whole-class interactive lessons that truly engage your students.

• Teacher Guide also contains schemes of work, dozens of activities with answers, useful websites, and a glossary of terms for each unit, so you have all the support you need to get the best from your students.

Edexcel GCSE in Leisure and Tourism Student Book978 1 846904 1 10 £19.99

Edexcel GCSE in Leisure and Tourism: Teacher Guide with ActiveTeach CD-ROM978 1 846904 10 3 £199.00 (+VAT)

Tourism: Principles and Practice, 4th editionThis text introduces the fundamental principles of tourism and provides a framework that effectively integrates theory and practice. A global and diverse spread of examples shows the impacts and infl uences of this fast-changing industry on its environment and vice versa.

Tourism: Principles and Practice, 4th edition978 1 408200 09 4 £41.99

HospitalityIntroduction to Hospitality, 5th editionTomorrow’s managers are off to a strong start with this best-selling comprehensive tour through the fascinating and challenging related fi elds in the hospitality industry.

Introduction to Hospitality, 5th edition 978 0 136069 46 1 £55.03

Business ManagementManagement and Organisational Behaviour, 8th editionThis long-established market leader has set standards that few texts have equalled in terms of accessibility of writing style, clarity of presentation and popularity with students and teachers alike. Written from a managerial perspective and packed with contemporary references to management research and practice, it continues to be the student’s text of choice.

Management and Organisational Behaviour, 8th edition978 0 273728 61 0 £45.95 (+VAT)

Management, 5th editionThis textbook provides students with a thorough explanation and exploration of concepts and practices across all management functions. The major theme of the book is management at a time of change, refl ecting the challenges faced by managers with increasingly rapid developments in technology, the culture and environment in which they work and the globalisation of ideas and business activity.

Management, 5th edition 978 0 273711 18 6 £40.99

Management: An Introduction, 4th editionA comprehensive introduction to the themes and functions of management within the framework of planning, organising, leading and controlling. The fourth edition of this well-respected text has been revised and updated to incorporate the latest research and most recent examples and illustrations.

Management: An Introduction, 4th edition978 0 273728 56 6 £47.99 (+VAT)

Understanding Organisational Context, 2nd editionUnderstanding Organisational Context introduces organisations, their structures, behaviours, cultures, resources and functions, before showing how organisations can manage their external environment. This resource is for both lecturers and students wishing to teach and learn about organisations from a broad, general perspective. Activities are integrated throughout to improve knowledge and develop skills.

Understanding Organisational Context, 2nd edition978 0 273676 60 7 £43.99

28

Other Business

Other BusinessManagement and Communication SkillsEssential skills for modern management. This range covers some of the core management and communication skills needed in the modern workplace: communication skills, interpersonal communication and supervisory management.

People, Communications and Organisations 978 0 273032 69 4 £36.00

Supervisory Management (Betts)978 0 582418 77 6 £40.00

Marketing and PREssentials of Marketing, 2nd editionA fantastic introductory text that covers all the basic marketing principles in preparation for more advanced courses in marketing. This text is a concise version of the best-selling Principles of Marketing by Brassington and Pettitt. It combines the freshness that people love with new and updated cases, and now it is set apart from other Essentials texts with an unrivalled media package that is fully integrated with the book, including access to additional learning resources, such as video cases and self-marking multiple choice questions.

Essentials of Marketing, 2nd edition978 1 405858 28 1 £39.99

Exploring Public Relations, 2nd editionThis defi nitive, academic text introduces PR and its role within the organisation. A comprehensive text, Exploring Public Relations not only covers traditional academic PR theory, but also explores contemporary ideas.

Exploring Public Relations, 2nd edition978 0 273715 94 8 £39.99

TypingBest-selling Teeline titlesTeeline Education offers a shorthand examination service throughout the year to any recognised educational institution. Speeds range from 40–60 wpm (in tens). For full details of examinations, application forms etc, please contact: Teeline Education, Rose Cottage, Wentloog Road, Rumney, Cardiff CF3 8ED. Tel: 029 2079 0750..

NCTJ Teeline Gold StandardSpecifi cally designed for NCTJ journalism students to ensure that they get the support they need to succeed in their exam.• Includes an introductory section to outline important principles and theory (the

Teeline alphabet etc.) to give students a fi rm foundation for learning.• A free CD-ROM provides fi ve hours’ worth of dictation passages in MP3 format

so students have enough material to practice with.

NCTJ Teeline Gold Standard 978 0 435471 71 2 £19.99

Other TeelineTeeline Revised Edition 978 0 435453 27 5 £20.99

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The Teeline Gold Workbook 978 0 435453 54 1 £12.99

Teeline Gold Word List 978 0 435453 59 6 £20.99

Teeline Gold Student Pack 978 0 435453 60 2 £40.00

Teeline for Journalists 978 0 435471 60 6 £20.99

PitmanCelebrating over 150 years of Pitman!Going strong after more than 150 years, Pitman New Era is still the shorthand of choice for many top secretaries and professional shorthand writers.

Pitman New Era Shorthand Anniversary Edition 978 0 582298 89 7 £28.99

Typing SkillsNow you can achieve high speeds!Have you mastered the keyboard and need to achieve top speeds? Then this is the book for you – updated, business-orientated practice material ideal for speed test training. Includes past papers from LCCI, RSA and Pitman Qualifi cations examinations.

High-Powered Typewriting Drills (Whittle) 978 0 582291 67 6 £25.99

TEELINE GOLDSTANDARDMarie Cartwright


Economics 14–16

30

OCR GCSE EconomicsBuilding skills for success in economics

Tailored to the latest specifi cation and packed with exam-focused activities, study skills and revision guidance, our OCR GCSE Economics Student Book focuses on the skills students need for success.

Endorsed by OCR for use with the 2009 OCR GCSE Economics specifi cation.

Includes whole-class and individual activities, as well as extra focus on more complex units, such as elasticity, supply and demand, and trade.

Popular Exam Café feature includes structured exam preparation throughout the course.

Written by experienced subject experts and examiners with a focus on the skills students need for success.

OCR GCSE Economics

AuthorsChristopher BancroftAmy ChapmanClive Riches

Student Book

978 0 435849 05 4 £21.50

Student Book

Sample pages from OCR GCSE Economics Student Book

A range of activities encourage students to think economically – both on their own and as part of a group.

Learning objectives give clarity and structure to learning.


31

Economics 14–16

Edexcel IGCSE EconomicsA perfect companion to Edexcel’s own IGCSE specifi cation

Edexcel IGCSE Economics provides complete coverage of the new specifi cation.

Attractive design, engaging features and text extracts make it accessible for every student.

Examples and case studies have been drawn from a wide variety of international contexts.

Provides comprehensive coverage from an experienced author to give you complete confi dence in the content.

Includes a revision CD so there’s no need for students to purchase additional revision resources.

Reviewed by practising teachers to ensure that the material meets teachers’ needs.

Edexcel IGCSE Economics

AuthorRob Jones

978 0 435991 28 9 £18.99

Student Book

Edexcel IGCSEEconomicsRob Jones

An economy is a system which attempts to

solve the basic economic problem.

54

Section B: Some Essential Background Economics

Chapter 12: The mixed economy

Set 1

Set 2

(a) Who provides the goods and services shown in the two sets of photographs?

(b) Why do you think there are two sets of providers? Explain your answer.

The public and private sectors

Decision-makers in an economy have to decide what to produce, how to produce and for whom to produce. In any economy goods and services may be provided by the public sector or the private sector. In the private sector, individuals or groups of individuals are free to set up businesses and supply goods and services to anyone who wants to buy them. In the public sector, a range of organisations such

Ch

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Getting started...

Goods and services are produced in countries to meet the needs and wants of consumers. However, the way in which different countries organise the choice, production and distribution of goods will vary. Look at the two sets of images to the right

Set 1

Set 2

Economy - a system which attempts to

solve the basic economic problem.

Efficiency - minimising costs and the use of

resources.

Private sector - the provision of goods and

services by businesses that are owned by

individuals or groups of individuals.

Public sector - government organisations

that provide goods and services in the

economy.

Market failure - where markets lead to

inefficiency.

Mixed economy - an economy where

goods and services are provided by both the

private and the public sectors.environmental

problems.

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Lack of information

Markets will be efficient only if there is a complete free flow of information to all buyers and sellers. Consumers need to know everything about the nature, price

and production techniques, for example, used to make a product. However, this is

not always possible. For example, how many UK consumers know all about the

the Croatian property market, Croatian business customs and the Croatian legal

information may result in the wrong goods being purchased or produced or the wrong prices being paid. The government can help here by passing legislation which forces firms to provide more information about products. However, in recent years the development of the Internet has improved the flow of information about products. This has helped to improve the efficiency of markets.

Factor immobility

For markets to work efficiently factors of production need to be mobile. This means that factors such as labour and capital must be able to move freely from one use to another. However, in practice, factors can be quite immobile. For example, a specialised laser machine designed specifically to cut sheet glass may not have any

may have to be scrapped which is wasteful. The government may be able to help to make some factors more mobile, such as retraining workers when their ‘old’ jobs become redundant. But it can do little to avoid the waste of the machine in the above example.

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Exam practice - Mixed economies

Figure 3 shows the government expenditure as a percentage of national income for a selection of countries. All of the countries

have mixed economies.

Produce a bar graph from data

Source: adapted from http://anepigone.blogspot.com/ Figure 3 Government expenditure as a percentage of national income for a selection of countries 2007

(a) What is meant by a mixed economy? (2 marks)

(b) In Figure 3, which country does the public sector play the greatest role? Explain your answer. (2 marks)

(c) How are goods and services mainly distributed in India? (2 marks)

(d) In Figure 3, which country would you expect taxes to be highest? Explain your answer. (2 marks)

(e) Which of the following goods or services is most likely to be provided by the public sector in a mixed economy? A Motorways B Cars C Personal computers D Books (1 mark)

(f) Explain what is mean by efficiency in markets (2 marks)

(g) In Ahmedabad, and other major cities in India, air pollution is a very serious problem. Explain why this is an example of market failure. (4 marks)

59.1 58.1

43.637.8

30.7

20.4

0

10

20

30

40

50

60

70

Hungary Iceland Australia Switzerland Morocco India

Country

Sample pages from Edexcel IGCSE Economics Student Book

Each chapter starts with a ‘Getting Started’ feature, which introduces the topic of the chapter and puts it in context.

Margin notes provide students with additional information and highlight points of interest.

Plenty of practice questions in the text of each chapter help to test students’ knowledge and understanding.

Economics 16+

32

A Level Economics, 5th editionAlain Anderton’s best-selling texts – updated for the latest GCE specifi cations

These best-selling economics resources have been extensively revised and updated for the latest AS and A Level Economics specifi cations. They are now available in two different versions, each incorporating the changes to the latest GCE specifi cation, including the reduction in the assessment burden from six to four units.

Student Books Two editions: one suitable for OCR, IB, WJEC, CCEA, SQA and HE, the other for AQA.

Provide comprehensive coverage of the latest specifi cation.

Support the analysis of economic situations with recent statistics, so your students have up-to-date information to hand.

Apply economic theory to real-world situations and integrate economic theories into every unit.

Easy-to-use resources with a fl exible structure, divided into short units.

Include guidance on how to achieve the highest marks in examinations.

Student Book

Sample pages from A Level Economics Student Book

Comprehensive coverage of economic theory and applied economics.

Includes summary exam-style case studies and short practice activities to reinforce student knowledge.

Provides students with full-colour diagrams and explanations.

Economics 16+


The best resources for the latest GCE Economics specifi cations

Economics AS Level Student Book, 5th edition 978 1 405892 34 6 £22.25

Suitable for OCR, IB, WJEC, CCEA, SQA and HE boards

Economics A Level Student Book, 5th edition 978 1 405892 35 3 £29.75

Economics Teacher Guide, 5th edition 978 1 405892 36 0 £79.99

Economics for AQA A Level Student Book, 5th edition978 1 405892 38 4 £29.75

Economics for AQA Teacher Guide, 5th edition 978 1 405892 39 1 £79.99

Teacher Guides Photocopiable resources to save you valuable preparation time.

Provide exemplar answers to questions in the Student Books.

Include a comprehensive grid outlining which units from the Student Books can be used with particular specifi cations.

Teacher Guide

Sample pages from A Level Economics Teacher Guide

for orange juice could increase. If this were to happen, hardcheese and orange juice would be substitutes.(d) If the demand for fatty foods were price elastic, it wouldmean that a 17.5 per cent imposition of VAT would lead to amore than 17.5 per cent drop in demand.The higher theelasticity, the larger the drop in demand. For example, if fattyfoods had an elasticity of 1.1, a 17.5 per cent tax would leadto a fall in demand of 19.25 per cent. If elasticity were 2.0, theimposition of a 17.5 per cent tax would lead to a 35 per centdrop in demand.

This can be shown on a demand and supply diagram. InFigure 4 (a), the 17.5 per cent rise in price of EF, resulting fromthe shift in the supply curve from S1 to S2, leads to a muchlarger percentage fall in quantity demanded from OA to OB.This can be contrasted with Figure 4 (b) when demand isinelastic.The fall in demand resulting from the imposition oftax is much less than in Figure 4 (a).

Question 4

(a) and (b) One of the characteristics of a ‘good’ indirect taxdesigned to raise revenue for the government is that it does

not discourage consumption of the product. Not only doesthis not alter the patterns of consumer preferences, but it alsoraises the maximum amount of revenue for the governmentfor every pound spent on a commodity. In terms of priceelasticity of demand, this means that indirect taxes should belevied on goods which have as low an elasticity as possible.Imposition of VAT on fuel and light and food (with priceelasticities of 0.47 and 0.52 respectively) would raisesignificantly more tax per pound spent than the imposition ofVAT on services (with a price elasticity of 1.02).

Data question

1. There is a number of reasons why the government mightwant to raise the level of Vehicle Excise Duty on the purchaseof SUVs. One relates to the environment. SUV’s tend to havevery poor fuel consumption.Therefore they contribute moreper mile both to global warming through the emission ofgreenhouse gases and to atmospheric pollution in cities suchas London.

However, it could also be argued that the governmentmight want to increase tax revenues by imposed taxes onSUVs.With a highly price inelastic demand for these vehicles,tax revenues are likely to be high.2. The demand for SUVs is likely to be less elastic than forordinary cars.This is because SUVs are a niche market withinthe larger car market and buyers of SUVs are less pricesensitive than the ordinary motorist.They have already shownthis by buying an above average cost vehicle and beingprepared to pay the above average cost of running it. So theimposition of a purchase tax of, say, £2 000 or £5 000 onSUVs is unlikely to have that much impact on quantitydemanded.

In Figure 5, demand for SUVs is shown to be inelastic.Theimposition of a flat tax of CB has little effect on demand,pushing it down from OE to OF. Note that because demand isinelastic, manufacturers will be able to pass on most of the taxto motorists. Prices increase from OA to OB leavingmanufacturers to pay just CA of the tax per vehicle.The more elastic the demand curve for SUVs, the greater

will be the fall in quantity demanded following the impositionof a tax.3. A ‘significant reduction’ in purchases could be interpreted ina number of ways, but the economic analysis remains the same

31

Figure 3

0 Quantity

Price(a) (b)

Price

E

F

D

B A

S2

S1

0 Quantity

E

F

D

BA

S2

S1

Figure 4

Question 1

(a) 101.1p.An increase in the price of petrol from 28.6p to 32.3p beforetax would have no effect on excise duty.The price includingexcise duty would go up 3.7p from 82.3p to 86.0p (32.3p +53.7p).With VAT at 17.5 per cent, the cost of VAT would nowbe 15.1p rounded to the nearest 0.1p (86.0p x 17.5%).The costat the petrol pump would then be 101.1p (86.0p + 15.1p).(b) 102.0p.If the government increased excise duty from 53.7p to 58.2p,the cost after excise duty but before VAT would increase to86.8p (28.6p + 58.2p).With VAT at 17.5 per cent, the cost ofVAT would be 15.2p (86.8 x 17.5%) rounded to the nearest0.1p.The cost at the petrol pump would now be 102.0p(86.8p + 15.2p ).(c) 94.7p.If VAT were reduced to 15 per cent, the cost at the petrolpump would fall to 94.7p (82.3p + [82.3 x 15%]) rounded tothe nearest 0.1p.(d) 26.6p.The petrol cost before tax is 28.6p per litre. If thegovernment subsidised the cost before tax by 2p, the pricewould fall to 26.6p per litre.

Question 2

(a)

(b) The equilibrium quantity demanded and supplied is 8units where demand equals supply.(c) See Figure 1.(d) 6 units.(e) £9.(f)(i) £1.The incidence of tax per unit on the consumer is thedifference between the original equilibrium price of £8 andthe new equilibrium price of £9 following the introduction ofthe tax. So it is £1.

(ii) £2.The incidence of tax per unit on the producer is the differencebetween the tax per unit of £3 and the incidence of tax onthe consumer, shown above to be £1. So it is £2.(g)(i) £3.This is simply the information already given in the question.(ii) £18.Total government revenue is the the tax per unit, £3, times thequantity sold when the tax is applied, 6 units. So the totalgovernment revenue is £18.(h) £28.Producers before the tax was imposed received theequilibrium price, £8, times the equilibrium quantity sold,8 units, making total revenue of £64. After the tax is imposed,producers only receive £6 per unit (which can either be readoff the graph or is the new equilibrium price of £9 minus thetax of £3), and sell only 6 units. So total revenue is £36. Sorevenue will change by £64 - £36 or £28.

Question 3

(a) If hard cheese were to become subject to VAT at 17.5per cent, the supply price would rise by 17.5 per cent at anygiven level of output. In Figure 2, this is shown by a shift of thesupply curve to the left from S1 to S2. At a quantity suppliedof OA, the supply price would rise from OF to OG.Alternatively, at a price of OF, supply would fall from OA toOB following the imposition of VAT.

(b) The price of hard cheese is most unlikely to rise by 17.5per cent following the imposition of VAT. This is because partof the tax increase will be absorbed by producers. In Figure11.3, the original equilibrium price is OA.With the impositionof VAT, the supply curve for cheese shifts from S1 to S2

leading to a new equilibrium price of OB. However, OB is lessthan OA plus 17.5 per cent.The tax of 17.5 per cent is thedistance BC. So the increase in price of AB paid by consumersis less than 17.5 per cent.The part of the tax not paid byconsumers, AC, is absorbed by producers who now receive alower price for their product.(c) The imposition of VAT on hard cheese might leadconsumers to buy less hard cheese and turn to healthierproducts.This could include orange juice, and so the demand

30

12 Indirect taxes andsubsidies

Figure 1

Figure 2

Suggested answers to all questions in the Student Book are provided.

34

Edexcel’s GCE Economics resources, written by top-selling author Alain Anderton, give you

complete coverage of the latest AS and A Level specifi cations and address the changes to the

assessment format.

Student Book Supports the analysis of economic situations with recent statistics.

Applies economic theory to real-world situations.

Integrates economic theories into every unit.

Easy-to-use with a fl exible structure, divided into short units.

Teaching and Assessment Pack Specifi cally designed as a photocopiable resource to save you valuable preparation time.

Includes exemplar answers to all questions in the Student Book.

Includes a comprehensive grid outlining which units from the Student Book apply to particular areas of the Edexcel GCE Economics specifi cation

Edexcel GCE EconomicsEdexcel’s own resources for the Edexcel GCE Economics specifi cation

Edexcel A Level Economics

AuthorAlain Anderton

Student Book

978 1 405892 28 5 £29.75

Teaching and Assessment Pack

978 1 405892 29 2 £79.99

Economics 16+

Student Book

Sample pages from Edexcel GCE Economics Student Book

Includes summary exam-style case

studies and short practice activities to reinforce student knowledge.

Statistics and charts show recent trends.

Provides students with full-colour

diagrams and explanations.

Comprehensive coverage of economic

theory and applied economics.

www.

See more sample pages at www.pearsonschools.co.uk/

edexcelgceineconomics.

Economics 16+


OCR AS and A2 Economics, 2nd editionDeveloped in partnership with OCR to prepare your students thoroughly for their exams

OCR and Heinemann are working together as offi cial partners to provide you with material for the latest OCR A Level Economics specifi cation. Written by an expert author team, each Student Book for AS and A2 guides students clearly through the specifi cation to help them achieve their full potential in exams.

Refl ects the specifi cation’s emphasis on setting the subject in real-life, national and international contexts.

An ‘Economist’s Toolkit’ section helps students to understand and apply key skills.

Provides students aspiring to A* with the Stretch and Challenge activities they need for A2.

Contains our unique Exam Café section with comprehensive exam guidance and practice written by examiners.

OCR A Level Economics, 2nd edition

Authors Colin BamfordSusan Grant, Stephen Walton

AS Student Book

978 0 435692 20 9 £18.99

A2 Student Book

978 0 435692 21 6 £21.50

Colin Bamford | Susan Grant

AS

Student Book

Sample pages from OCR A2 Economics Student Book

Relevant, up-to-date examples are worked into the text to ensure lively, enjoyable learning.

Extension activities stretch and challenge students.

36

Revision Express Economics AS & A2, 4th editionThis edition of Revision Express A Level Study Guide for Economics covers AS and A2 in one book, making revision fast and effective.• Step-by-step revision – chapters are divided into two-page sections making it easy to organise revision.• Check progression – with short ‘checkpoint’ questions and answers.• Develop exam technique - with exam-style practice questions.• Examiner secrets – get inside information on scoring high marks.

Revision Express Economics AS & A2, 4th edition 978 1 408206 52 2 £14.99

Stanlake’s Introductory Economics, 7th editionThe tried-and-tested, cost-effective economics course companion for all specifi cations.• Provides an easy-to-use introduction to all students of economics with clear explanations of the principles underlying economic issues.• Includes topical case studies of well-known businesses and profi les of important economists, placing theory into real-world context.

Stanlake’s Introductory Economics, 7th edition978 0 582405 48 6 £21.60

Economics, 4th editionEconomics is a simple and concise introduction to the core principles of economics, aimed at students taking their fi rst course in economics. The focus is not on economic theory but more on how economics can be used practically. There are lots of clear and simple explanations with real-world examples and cases.

Economics, 4th edition978 0 273681 07 6 £33.99

Essentials of Economics, 4th editionThis is the market-leading text in introductory economics. In this fourth edition, John Sloman continues to engage learners with his well-loved writing style and plenty of examples drawn from the real world. Includes:• colour diagrams with accompanying explanations

to ensure full understanding of a concept• access to MyEconLab, an online environment that

offers practice tests and a personalised study plan• the identifi cation of various ‘Threshold Concepts’

that are key to helping you ‘think like an economist’.

Essentials of Economics, 4th edition978 0 273722 51 9 £36.68 (+VAT)

Other Resources

Studies in Economics and BusinessTopical books providing thorough coverage

This series is ideal for AS, A2 or IB students looking for in-depth information on particular business and economics topics.

Each handy, topic-based book refl ects a specifi cation heading, so you can mix and match to suit the course.

The series covers European and global perspectives so students can deal with the most up-to-date exam specifi cations.

Specimen exam papers provide assessment practice.

In-depth coverage of each topic also provides a fi rm foundation for undergraduate study.Studies in Economics and Business

Series Editor Susan Grant is an experienced author and examiner.

Economics BusinessThe European Union, 5th edition978 0 435332 35 8 £9.50

Transport Economics, 4th edition978 0 435332 34 1 £9.50

Development Economics, 2nd edition978 0 435330 48 4 £9.50

Environmental Economics, 3rd edition978 0 435332 26 6 £9.50

Markets978 0 435332 23 5 £9.50

Markets and Market Failure978 0 435330 50 7 £9.50

Supply Side Policies, 4th edition978 0 435330 47 7 £9.50

The UK Economy in a Global Context978 0 435330 46 0 £9.50

Corporate Strategy978 0 435332 20 4 £9.50

External Infl uences978 0 435332 17 4 £9.50

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Business Studies and Economics Catalogue 2011

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Transcript of Business Studies and Economics Catalogue 2011