Analysis of Business Administration Report

Business Administration

Table of Contents
INTRODUCTION...........................................................................................................................1
Unit:14: Deliver presentation...........................................................................................................1
1.1 Analyse the advantages and limitations of different methods of, and media for, making
presentations................................................................................................................................1
1.2 Explain how the type and size of the audience affects the delivery of a presentation..........1
1.3 Explain the factors to be taken into account in developing contingency plans when
delivering presentations..............................................................................................................1
1.4 Explain voice projection and timing techniques when delivering presentations..................2
1.5 Explain the factors to be taken into account in responding to questions from an audience..2
1.6 Explain different methods for evaluating the effectiveness of a presentation......................2
Unit 19: Handle Mail.......................................................................................................................2
1.1 Explain how to deal with “junk” mail...................................................................................2
1.2 Describe what to do in the event of problems arising when dealing with incoming or
outgoing mail..............................................................................................................................3
1.3 Describe how to operate a franking machine........................................................................3
1.4 Explain how to prepare packages for distribution.................................................................3
1.5 State organisational policies and procedures on mail handling, security and the use of
courier services............................................................................................................................3
1.6 Explain the process for reporting suspicious or damaged items in accordance with
organisational procedures............................................................................................................3
3.2 Identify the best option for dispatching mail according to the required degree of urgency,
size and value of the item............................................................................................................4
Unit 27: Store and Retrieve Information.........................................................................................4
1.1 Describe systems and procedures for storing and retrieving information.............................4
1.2 Outline legal and organisational requirements for information security and retention.........4
1.3 Explain how to create filing systems to facilitate information identification and retrieval. .4
1.4 Explain how to use different search techniques to locate and retrieve information.............5
1.5 Describe what to do when problems arise when storing or retrieving information..............5
Unit 38: Maintain and Issue Stationery and Supplies......................................................................5

1.1 Describe organisational policies, procedures and levels of authority in maintaining
supplies........................................................................................................................................5
1.2 Explain how to carry out a stock check of stationery...........................................................5
1.3 Describe the types of problems that may occur with deliveries and stock items..................5
1.4 Explain how to deal with problems that occur with deliveries and stock items...................6
1.5 Explain the factors to take into account when ordering stationery.......................................6
1.6 Explain the benefits and limitations of different potential suppliers, against organisational
requirements................................................................................................................................6
1.7 Explain how to calculate quantities of stationery and supplies to be ordered......................6
1.8 Describe how to dispose of or recycle waste........................................................................6
Unit 51: Word processing software.................................................................................................7
1.1 Summarise what types of information are needed for the document and how they should
be linked or integrated.................................................................................................................7
1.4 Explain how to combine and merge information from other software or multiple
documents...................................................................................................................................7
2.1 Analyse and explain the requirements for structure and style..............................................7
3.1 Explain how the information should be formatted to aid meaning.......................................7
3.5 Evaluate the quality of the documents produced to ensure they are fit for purpose.............7
Unit 54: Resolve customers’ complaints.........................................................................................8
1.2 Explain how to identify those complaints that should prompt a review of the service offer
and service delivery.....................................................................................................................8
1.3 Explain negotiating techniques used to resolve customers’ complaints...............................8
1.4 Explain conflict management techniques used in dealing with upset customers..................8
1.5 Explain organisational procedures for dealing with customer complaints...........................8
1.6 Explain when to escalate customers’ complaints..................................................................8
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint.....................................................................................................................9
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services.............................................................................................................................9
2.4 Explain the advantages and limitations of different complaint response options to
customers.....................................................................................................................................9

2.5 Explain the advantages and limitations of different complaint response options to the
organisation.................................................................................................................................9
Unit 73: Principles of leadership and management.......................................................................10
3.1
Analyse a manager's responsibilities for planning,
coordinating and controlling work
...................................................................................................................................................10
3.2
Explain how managers ensure that team objectives are met
...................................................................................................................................................10
3.3
Explain how a manager's role contributes to the achievement
of an organisation’s vision, mission and objectives
...................................................................................................................................................10
3.4
Analyse theories and models of management
...................................................................................................................................................10
3.5
Explain how the application of management theories guide a
manager's actions
...................................................................................................................................................10
3.6 Explain the operational constraints imposed by budgets....................................................10
4.1
Explain the relationship between business objectives and
performance measures
...................................................................................................................................................11
4.2
Explain the features of a performance measurement system
...................................................................................................................................................11
4.3
Explain how to set key performance indicators (KPIs)