r qfo TEST CODE 01237032

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FORM TP 2018020 JANUARY 20I8

CARIBBEAN EXAMINATIONS COUNCIL

CARIBBEAN SECONDARY EDUCATION CERTIFICATE@
EXAMINATION

OFFICE ADMINISTRATION

Paper 032 - General Proficiency

I hour 45 minules

READ THE FOLLOWING INSTRUCTIONS CAREFULLY.

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

2. Use the CASE STUDY to answer the questions.

3 Do NOT write in the margins.

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

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

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

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

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

Copyright @ 2017 Caribbean Examinations Council

Allrights reserved.

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Instructions: Read the following case study and answerAll

questions'

CASE STUDY

Time for Growth: Time for Change at MCCU

St John's, Antigua. The company started

The Millennial co-op credit Union Limited (MCCU) is located in
operations ten years ago and after five years, op","d a branch
in Parham' The company's membership
year'
grew steadily over the last five years and reached 950 at the end ofthe last

previously, there was no concern about its paper records 1s the files were well managed by three members
at the Parham branch'
of staff: the records manager, one assistani ai ttre head office and one records clerk
and they have complained that
The MCCU now has many young people applying for membership
into the office to transact business. They are also
they have to wait a long time when they call oi
"o.i
requesting that the vrccu provide them with online access to their accounts.
The head office does not
have a dedicated receptionist to deal with customers' queries and calls are usually
directed to whoever
is available. Customei complaints are increasing and management is concemed about losing customers'

The MCCU is poised for growth and the company is pleased that all staffmembers have computers
with
their first name, followed
email access on their desks-. Employee email uddr..r". consist ofthe first letter of
by their last name and then @mccu.com. Mr Tom Young receives all applications on behalf of the MCCU-

I Based on customers' complaints and recommendations for the establishment of a reception unit
at the head office to better serve customers, you, the senior clerk, have been asked to extract and
compile the information for a report for management.

(a) Recommend a suitable heading for the information you will compile.

(1 mark)

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(b) In the background section of your draft report, extract THREE
issues that require attention
by the MCCU.

lssue I

lssue 2

lssue 3

(3 marks)

(c) Recommend THREE items that may be added to the reception area that may improve the
customer service at MCCU and state ONE impact of each item on customer service. The
items may include furniture, technological devices or other accessories.

Item I

Impact

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 r Item2
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Impact .......

Item 3

Impact .......

(6 marks)

a Using the data in the table below and the grid on page 7, construct a bar chart to show the growth
in MCCU's membership.

YEAR MEMBERSHIP
1 60
2 200
3 450
4 700
5 950

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 r MEMBERSHIP CROWTH AT MCCU
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I 2 3 4 5
Year

(4 marks)
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 r3. The MCCU management team would like to advertise for someone in
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the organization to fill the

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post of receptionist. you have been asked to draft an advertisement to be
circulated internally'
person' Draft the
ipplications must be sent via email by the end of the month to the designated
advertisement and be sure to do the following:

Include a suitable heading which will immediately capture the attention of staffand
also
(a)
includes the name of the company, along with all critical information

(b) write THREE important qualities the receptionist must have

(c) Write THREE skills the receptionist must possess

(d) Include the email address to which the application must be sent and the final date for the
application to be received

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(8 marks)

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Members ofthe MCCU have often called in for information on their files. Because all records are
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paper-based and there are only a few records management stafl members and customers have to
wait for up to 20 minutes on the telephone for their files to be retrieved and the information given.
In some instances it seems that records are not created or stored in the correct order.

Assume you are the records clerk and are being asked by management to train the other clerks in
proper records management procedures. This training will be done in half a day from 8:30 a.m.
to 12:30 p.m. on 13 February 2017. T\ere will be a coffee break at 10:00 a.m. for 15 minutes,
after the third phase in the life cycle is presented. After the presentation on the fifth phase of the
life cycle is finished, there will be a question and answer discussion session.

(a) (i) Write the names of the missing phases in the training outline below
(2 marks)

(ii) Briefly describe Phases 2 and 4. (4 marks)

8:00 a.m. to 8:30 a.m. Registration and Introductions

8:30 a.m. to 9:00 a.m. Phase 1: ......

9:00 a.m. to 9:30 a.m. Phase 2: Maintenance

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 r 9:30 a.m. to 10:00 a.m.
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Phase
-

3: ..
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l0:00 a.m. to l0:15 a.m. Coffee Break

l0: I 5 a.m. to l0:45 a.m. Phase 4: Retention or Preservation

l0:45 a.m. to I l:15 a.m. Phase 5

I I : l5 a.m. to l2:30 p.m.: Discussion

Question and Answer Session

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Some members who have been with the MCCU since the company started have
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changed their names by marriage or other means. Mrs Phyllis Jonston, who was formerly
Miss Phyllis Morgan, informed MCCU of her name change to Phyllis Jonston.

(D Outline details of the steps to be followed to modify this customer's records in

MCCU's filing system.

(3 marks)

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5. At the MCCU, all records are filed alphabetically.

(a) Using the rules for alphabetical filing, index in the correct order the names given in
Column l. Place your responses in Column 2, Column 3, Column 4 and Column 5 as
appropriate.

COLUMN 1 COLUMN 2 COLUMN 3 COLUMN 4 COLUMN 5

NAME GIVEN INDEXING UNIT 1 UNIT 2 UNIT 3

Mrs Theresa
James-Smith

Professor
Jeremy Wiles

Dr Muriel de
la Vega

Father Matthew

Ministry of
Education

The Regional
Public Hospital

(6 marks)

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 r (b) At the MCCU, all departments
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use the same file for each customer. There have been
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several cases in which files have been needed but are missing from the centralized filing
system. This creates lengthy delays in locating the files and completing transactions.

(i) Recommend a system for eliminating the incidence of missing files from the
centralized fi ling system.

(ii) Suggest ONE beneficial feature of the system you recommended.

(2 marks)

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6.
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Faisal Jones has been working with the MCCU for l5 years and recently completed a short course
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in electronic and digital methods of storing data. His supervisor has asked him to submit a report
to senior management on possible changes which could be made to the paper-based records
management system. Assume that Faisal has discussed the report with his managers and they
have agreed to implement a computer-based records management system.

Prepare a memorandum to be sent to all staffof MCCU from the general manager, Mrs Geraldine
Forrester, on the company's decision. Be sure to provide the background on why the company
is taking this decision. Use this communication to also inform staffof upcoming training and to
seek their cooperation.

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(8 marks)

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Some persons did not attend the monthly staff meeting which was held on 20 December 2017.
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The notice went out only two days before the meeting and had l2ll0ll7 as the date. There were
several abbreviations and grammatical errors included in the agenda. The administrative clerk
who prepared the notice and agenda does not like her supervisor and did not permit her to review
the documents before circulating them. The chairman of the meeting was not present at the start
of the meeting and no one seemed to know who was in charge.

Identifu THREE communication barriers from the case above and recommend one solution for
addressing each.

Barrier I

Solution I

Barrier 2 ..........

Solution 2

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 r Barrier 3
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Solution 3

(3 marks)

Total50 marks

END OF TEST

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

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