HIGHER ADMINISTRATION

1
HIGHER ADMINISTRATION

• REVISION
• Admin Services

2

• Role/duties of the admin assistant at a senior
  level - job description
• qualities of the admin assistant person
  specification

• personal development plan
• action plan
• setting own targets
• setting departmental targets
• dealing with changing priorities of people and
  tasks
• monitoring and evaluating progress

effectiveness in the workplace

• skills required planning, delegating,
  organising, directing and controlling
• identification of time stealers
• time management strategies
• benefits to the individual and organisation of
  good time management
• consequences to the individual and organisation
  of poor time management

• features of effective teams
• leadership skills and skills of team members
• benefits to the individual and the organisation
  of effective team working

3
Working practices
Contracts of employment

• Permanent
• fixed term
• Temporary
• full-time/part-time
• job share

• career breaks
• Outsourcing
• Flexible working hours
• home-working/ tele-working
• Hot-desking
• Impact on individual and organisation

impact of changing working practices on the
modern working environment
The working environment
Methods of communicating organisational and legal
requirements

• office layout (cellular and open plan)
• ergonomics
• employee morale and wellbeing
• current legislation affecting the work
  environment

Consequences of breaches of organisational and
legislative procedures

• Induction training
• Intranet
• Notice boards
• email, memo, newsletter
• Training sessions
• Posters
• Videos
• Role playing

• Organisational firm loss of customers,
  inefficiency (money wasted) employee
  demotivation, increased stress, disciplinary
  action
• Legislative firm fines, prosecution, closure
  employee disciplinary action, prosecution

4
Recruitment and selection procedures
Staff development processes

• internal and external advertising
• job description
• person specification
• applications
• interviews
• tests
• employment checks

• staff appraisal appraisal and review process
• continuous professional development (CPD) -
  life-long learning
• staff training in-house and external

recruiting, developing and supporting staff
Procedures relating to staff welfare

• counselling
• advice on grievance and disciplinary procedures
• procedures for dealing with absence and illness
• staff friendly issues health at work, work-life
  balance initiatives (flexible working patterns,
  leave arrangements), other services such as
  subsidised canteen, free car parking, social
  events

5
Types of meetings and committees
Responsibilities of key members
Meetings

• Chairperson during a meeting
• Secretary before, during and after a meeting
  (internal and external, including organising a
  venue)
• Consequences of inadequate preparation for
  meetings

• Annual General Meeting
• Extraordinary General Meeting
• Board
• Committee

Terms used in the conduct of meetings
impact of technology on the conduct and
organisation of meetings

• quorum
• postpone
• adjournment
• motion
• proposer
• seconder
• Unanimous
• Resolution
• Ex officio
• In camera
• Verbatim
• Rider
• vote

• Amendment
• ballot
• Abstain
• majority
• casting vote
• address the chair
• point of order
• standing orders
• Lie on the table
• No confidence
• Proxy vote
• unanimous

Documentation relating to meetings

• video conferencing
• audio conferencing
• E-diary
• E-mail
• Internet and network meetings
• Mobile and video phones

• notice of meeting
• Agenda
• Chairpersons agenda
• minutes (including action minutes)
• Attendance list

6
customer service
The importance of customer service policies to
the organisation
methods of evaluating policy
written customer care strategy
service level agreements (SLAs)
complaints procedure
Quality management systems

• Usefulness
• How complaints are dealt with

• Mission statements
• Ensuring the quality of customer care
• Importance of customer service
• Impact of poor customer service

• satisfaction surveys
• customer focus groups
• market research
• Mystery shopper
• Suggestion schemes

• Quality standards
• Total quality management (TQM)
• 4 elements of TQM defining quality, commitment,
  measuring quality, ensuring quality

• Key aspects of SLAs
• 2 elements service element and management
  element
• Importance of SLAs