Business Administration Report: Detailed Analysis of Business Units

This report delves into various aspects of business administration, encompassing several key units. It begins with a discussion on delivering presentations, including methods, audience considerations, contingency planning, voice projection, and evaluation techniques. The report then explores mail handling, covering junk mail, problem-solving, franking machines, package preparation, organizational policies, and reporting procedures. Information storage and retrieval are examined, including systems, security, filing, search techniques, and troubleshooting. The report also addresses maintaining stationery and supplies, including stock checks, problem-solving, ordering factors, supplier evaluation, and quantity calculations. Furthermore, it examines word processing software, customer complaint resolution, and principles of leadership and management, including decision-making, leadership styles, motivation, planning, performance management, and business objectives. The report aims to provide a thorough understanding of core business administration functions.

UNIT 14; 19; 27; 38; 51; 54;
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Table of Contents
INTRODUCTION...........................................................................................................................1
UNIT 14 Deliver a Presentation......................................................................................................1
1.1 Advantages and limitations of different methods of, and media for, making presentations.1
1.2 How the type and size of the audience affects the delivery of a presentation.......................1
1.3 Factors to be taken into account in developing contingency plans when delivering
presentations................................................................................................................................1
1.4 Voice projection and timing techniques when delivering presentations..............................1
1.5 Factors to be taken into account in responding to questions from an audience ...................2
1.6 Different methods for evaluating the effectiveness of a presentation...................................2
UNIT 19 Handle Mail......................................................................................................................2
1.1 How to deal with “junk” mail ..............................................................................................2
1.2 What to do in the event of problems arising when dealing with incoming or outgoing mail
.....................................................................................................................................................2
1.3 How to operate a franking machine......................................................................................3
1.4 How to prepare packages for distribution.............................................................................3
1.5 Organisational policies and procedures on mail handling, security and the use of courier
services .......................................................................................................................................3
1.6 Process for reporting suspicious or damaged items in accordance with organisational
procedures...................................................................................................................................3
3.2 Best option for dispatching mail according to the required degree of urgency, size and
value of the item..........................................................................................................................3
UNIT 27 Store and Retrieve Information........................................................................................4
1.1 Systems and procedures for storing and retrieving information...........................................4
1.2 Legal and organisational requirements for information security and retention....................4
1.3 How to create filing systems to facilitate information identification and retrieval...............4
1.4 How to use different search techniques to locate and retrieve information..........................5
1.5 What to do when problems arise when storing or retrieving information............................5
UNIT 38 Maintain and Issue Stationery and Supplies.....................................................................5
1.1 Organisational policies, procedures and levels of authority in maintaining supplies...........5
1.2 How to carry out a stock check of stationery........................................................................5

1.3 Types of problems that may occur with deliveries and stock items.....................................6
1.4 How to deal with problems that occur with deliveries and stock items................................6
1.5 Factors to take into account when ordering stationery..........................................................6
1.6 Benefits and limitations of different potential suppliers, against organisational
requirements................................................................................................................................6
1.7 How to calculate quantities of stationery and supplies to be ordered...................................6
1.8 How to dispose of or recycle waste.......................................................................................6
UNIT 51 Word processing software................................................................................................7
1.1 Types of information are needed for the document and how they should be linked or
integrated.....................................................................................................................................7
1.4 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 Identify those complaints that should prompt a review of the service offer and service
delivery........................................................................................................................................8
1.3 Negotiating techniques used to resolve customers’ complaints............................................8
1.4 Conflict management techniques used in dealing with upset customers..............................8
1.5 Explain organisational procedures for dealing with customer complaints...........................9
Listen...........................................................................................................................................9
Fix the Immediate Problem.........................................................................................................9
Apologies and Thanks.................................................................................................................9
Getting to the Root......................................................................................................................9
Preventive Measures...................................................................................................................9
Quality and Service are Paramount.............................................................................................9
1.6 Explain when to escalate customers’ complaints..................................................................9
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

Celebrated for Customer Service................................................................................................9
2.4 Explain the advantages and limitations of different complaint response options to
customers...................................................................................................................................10
2.5 Explain the advantages and limitations of different complaint response options to the
organisation...............................................................................................................................10
UNIT 73 Principles of leadership and management......................................................................10
TASK 1..........................................................................................................................................10
1.1 Importance of defining the objectives, scope and success criteria of the decisions to be
taken..........................................................................................................................................10
1.2 Importance of analysing the potential impact of decision making.....................................11
1.3 Importance of obtaining sufficient valid information to enable effective decision making
...................................................................................................................................................11
1.4 Importance of aligning decisions with business objectives, values and policies................11
1.5 How to validate information used in the decision making process.....................................11
1.6 How to address issues that hamper the achievement of targets and quality standard.........11
TASK 2..........................................................................................................................................11
2.1 Difference in the influence of managers and leaders on their teams..................................11
2.2 The suitability and impact of different leadership styles in different contexts...................12
2.3 Theories and models of motivation and their application in the workplace.......................12
TASK 3..........................................................................................................................................12
3.1 Manager's responsibilities for planning, coordinating and controlling work......................12
3.2 How managers ensure that team objectives are met...........................................................12
3.3 How a manager's role contributes to the achievement of an organisation’s vision, mission
and objectives............................................................................................................................12
3.4 Theories and models of management..................................................................................13
3.5 How the application of management theories guide a manager's actions...........................13
3.6 The operational constraints imposed by budgets................................................................13
TASK 4..........................................................................................................................................13
4.1 Relationship between business objectives and performance measures...............................13
4.2 The features of a performance measurement system..........................................................13
4.3 How to set key performance indicators (KPIs)...................................................................13

4.4 Tools, processes and timetable for monitoring and reporting on business performance....13
4.5 Use of management accounts and management information systems in performance
management..............................................................................................................................14
4.6 Distinction between outcomes and outputs.........................................................................14
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Business administration is management of a business. It includes all aspects of
overseeing and supervising business operations and related field which include Accounting,
Finance and Marketing (Shafritz, Russell and Borick, 2015). A business administrator oversees a
business and its operations. The job aims to ensure that the business meets its goals and is
properly organized and managed.
UNIT 14 Deliver a Presentation
1.1 Advantages and limitations of different methods of, and media for, making presentations
Methods of, and media for, making presentations
 Oral
 Slides
 Handouts
 Cue cards
 Whiteboard
 Flip chart
1.2 How the type and size of the audience affects the delivery of a presentation
Audience:
 Medium – between 10 and 25
 Large – more than 25
1.3 Factors to be taken into account in developing contingency plans when delivering
presentations
Contingency:
 Something that may happen
 Something set aside for unforeseen emergency
1.4 Voice projection and timing techniques when delivering presentations
Techniques:
The ‘Goldilocks principle’ – deliver the presentation to suit the audience, if the material and
timing is right the topic will be understood (Evangelista and et. al., 2015).
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1.5 Factors to be taken into account in responding to questions from an audience
Factors:
 That test your expertise
 That demonstrates the questioner’s expertise
 That aims to correct an assertion you have made
 That seeks justification
 That comes too early
 You can’t answer
1.6 Different methods for evaluating the effectiveness of a presentation
Methods:
 Question & answer
 Feedback questionnaire
 Follow up e-mail
UNIT 19 Handle Mail
1.1 How to deal with “junk” mail
Junk mail is often unwanted postal marketing such as flyers, competition entries and
postal campaigns. On the other—like in the real world plagued by department store flyers
jammed into mailboxes, robocalls, and acolytes moving from door to door to spread.
1.2 What to do in the event of problems arising when dealing with incoming or outgoing mail
Problems:
 Deadlines missed
 Appointments missed
 Banking of cheques delayed
 Security issues damage
1.3 How to operate a franking machine
Franking Machine
 Correct amount of postage used
 Sufficient credit
 Returning machine to minimum amount
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1.4 How to prepare packages for distribution
The combined length and girth of a package can be no more than 130 inches, and the
weight can be no more than 70 pounds (Shalvi and et. al., 2015). The minimum size for an item
of intra-campus mail is 3 1/2" X 5". Items such as posters and single sheet flyers that exceed 11
1/2" X 15" must be folded in half.
1.5 Organisational policies and procedures on mail handling, security and the use of courier
services
To ensure security of mail items, all post addressed to employees are organised and
delivered to their pigeon holes, to be opened by themselves. The main courier service used by
my workplace is Parcel force. All items intended to be picked up by Parcel force need a label
affixed to them which is scanned by the courier. Items being delivered usually need to be signed
for by the administrator.
1.6 Process for reporting suspicious or damaged items in accordance with organisational
procedures
Suspicious or damaged items
 Record date and time of receipt
 Report to appropriate authority
3.2 Best option for dispatching mail according to the required degree of urgency, size and value
of the item
Firstly collect the mail from my co-workers, register the mail on a control registry of
outgoing mail, including information such as the sender, recipient, subject and the Method of
Dispatch (Bromley and Meyer, 2017).
UNIT 27 Store and Retrieve Information
1.1 Systems and procedures for storing and retrieving information
Systems:
 Paper-based
 Electronic
Procedures:
 Electronic
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 Title or subject
 Category or reference number
 Dated
 Author
 Storage end date
Paper-based
 Alphabetical
 Numerical
 Chronological
 Geographical
 By subject or category
1.2 Legal and organisational requirements for information security and retention
Legal requirements:
 Freedom of Information Act
 Data Protection Act
1.3 How to create filing systems to facilitate information identification and retrieval
Filing systems:
 Vertical
 Lateral
Identification
 Index guide
 Folder tabs
 Cross indexing
1.4 How to use different search techniques to locate and retrieve information
Storing information electronically, is used for a wide range of documents and data. Using
this method means that large amounts of information can be stored without taking up our limited
office space (Draper, 2017).
1.5 What to do when problems arise when storing or retrieving information
Problems
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 Misfiling
 Not up-to-date filing
 Hardware
 Software
You will also need to be aware about your level of authority and who to go to if any of the
problems are outside your level of authority
UNIT 38 Maintain and Issue Stationery and Supplies
1.1 Organisational policies, procedures and levels of authority in maintaining supplies
When ordering services and products, the person responsible must order enough quantity,
so that they do not run out on stock and affect the functioning of the organisation.
 When ordering office supplies, state the clear details of the products including product
code where possible.
 The size, colour and any other details should be specified
1.2 How to carry out a stock check of stationery
It is very important for businesses to carry out a stock check continuously.
 Minimum stock level
 Stock review
1.3 Types of problems that may occur with deliveries and stock items
There are a multiple of things that can go wrong with deliveries, such as having the
incorrect number of items sent, having the wrong items sent! missing items not listed, a duplicate
of orders, damaged goods, and late delivery (Ward, 2016).
1.4 How to deal with problems that occur with deliveries and stock items
Other than this! I always check deliveries against orders to record and report inaccurate
amounts or items! I sometimes find that I am sent a pack extra or am down a box of pens, so I
ring up my supplier and will have the correct amount of items the next day, I always chase up for
missing items with our supplier.
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1.5 Factors to take into account when ordering stationery
When ordering services and products! the person responsible must order enough quantity,
so that they do not run out on stock and affect the functioning of the organisation. for example, if
we run out on envelopes! ink! printing material etc., it can affect our company in several
negative ways.
1.6 Benefits and limitations of different potential suppliers, against organisational requirements
Here I have attached a screenshot of my emails with Paul from 1yreco. I organised two
meetings with him to discuss the advantages we would receive if I were to change from monkey
office to lyreco.
1.7 How to calculate quantities of stationery and supplies to be ordered
Adhering to the maximum levels set for individual items. Setting a realistic minimum
level. Records of organisation’s usage of different items. Information from stock checks and
inventories as to unused items/surpluses.
1.8 How to dispose of or recycle waste
We always try our best to save paper in the office! we even became a paperless office in
the summer. The easiest way for us to save paper is to cut down on unsuitable usage. Many
offices supply employees with printed copies of the company manual, policies and contracts,
resulting in a huge amount of paper that simply goes to waste (Gupta and Kumar, 2015).
UNIT 51 Word processing software
1.1 Types of information are needed for the document and how they should be linked or
integrated
Candidates should be able to formulate a clear plan including any complex linking
activities such as mail merges or links to other applications.
Evidence: will be provided by candidate's portfolios and assessor observations and feedback.
1.4 How to combine and merge information from other software or multiple documents
Candidates should explore these techniques and incorporate them into their designs
where appropriate. This may also include creating a guide for other users of the finished product
to encourage them to use more efficient methods (Hashim, 2015).
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2.1 Analyse and explain the requirements for structure and style
Every document is designed to convey a certain tone and meaning. The structure and
layout of documents is made for this very precise purpose. A meeting agenda needs to be easy to
follow and very concise as the detail will be added in the actual meeting's debate or discussions.
3.1 Explain how the information should be formatted to aid meaning
Candidates need to demonstrate a very good understanding of formatting and why it
works or doesn't work. They can't employ good techniques if they don't fully understand them.
Their plans for what they are going to create need to show examples of documents and
publications which demonstrate clearly the way they have helped in conveying the correct
meaning.
3.5 Evaluate the quality of the documents produced to ensure they are fit for purpose
Each document produced should have a clear and concise purpose and the evaluation
show be detailed in how close they have come to achieving that purpose. Where they have not
met the needs of the client, they need to be clear about why and how they might fix this in future
iterations of the material (Brusca And et. al., 2016).
UNIT 54 Resolve customers’ complaints
1.2 Identify those complaints that should prompt a review of the service offer and service
delivery
Service offer:
This details what an organization will do for a customer, what level of customer service
will be on offer and the limit of what will be offered.
Service delivery:
This is about getting the goods or services to the customer in the optimum or agreed
timescale.
1.3 Negotiating techniques used to resolve customers’ complaints
Negotiating techniques
 Know what has to be achieved
 Prepare for any discussion
 Be confident
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