ITFM – Preparation for Prelim

1. ITFM – Preparation for Prelim These notes will be expanded when we complete the full unit

2. Main Features of Software Applications

3. Word Processing Software • Purpose: production of letters, reports, minutes, forms (paper-based and electronic) • Features: tables, mail merge, standard text, columns, page layouts, electronic forms, integration with other software • Advantages: speed and accuracy (standard text; amendments easily made; mail merge), alternative layouts easily achieved, data collected via forms could populate a database

4. Spreadsheet Software • Purpose: perform calculations, analyse and present numeric data • Features: wide range of advanced calculations possible eg SUMIF, COUNTIF, LOOKUPs, charting capabilities • Advantages: routine calculations can be automated, accuracy with correct formulae used, what-if scenarios, replication of formulae, wide range of charting options

5. Database Software • Purpose: stores cast amounts of data eg customers, suppliers, staff • Features: sorted quickly, data can be extracted, information can be displayed in reports • Advantages: all staff can access the database (with correct access rights), up-to-date data used by everyone

6. Other Software Applications (and ICT) • How could an Administrative Assistant use ICT in order to carry out their job? • Customer Service? • Market Research? • Arranging Meetings? • Recruiting Staff? • Company Policies and Template Files? • Presentation • Email • E-Diary • Local Area Network (LAN) • Wide Area Network (WAN) • Internet Websites • Mobile Phones • Modern Technology egiPads

7. Qualitative and Quantitative information

8. Qualitative Information • Information which is expressed in words • Involves opinions or judgments • Often used in customer satisfaction surveys eg How do you rate customers service – excellent, good, acceptable, poor, unacceptable

9. Quantitative Information • Information can be counted or measured • Usually expressed numerically • Used to identify trends and make forecasts eg sales figures, exam results, number of staff

10. TYPES OF DECISIONS

11. Decision Making • Management is about making decisions • The decision can be routine or affect the long-term direction of the company • Decisions should be made to meet the objectives of the business Decision making is about a choice from the different options available

12. Strategic Decisions • Made by senior managers for the long-term eg 5-10 years, concerned with strategic aims • The scope of the decisions is wide and far reaching • Most of the information will come from external sources eg competitors activities, financial institutions on investing profits • High risk decisions – takes a long time to implement and costly to correct • Examples: to expand the business or to improve profitability,

13. Tactical Decisions • Made by middle managers for the medium term • Tactical decisions are about organising resources to achieve strategic objectives • Use information from weekly or monthly reports to monitor activities and check that targets are being met. • Medium risk decisions – poor decisions take time to change, but won’t jeopardise the organisation • Examples: to train staff to use more effective working practices (in order to improve efficiency)

14. Operational Decisions • These are day-to-day decisions • Usually made by Department Managers or Supervisors. • The scope is limited to the immediate resolution of problems. • Information will come from internal sources. • Low risk decisions – wrong decision should be easy to fix, or not take much time • Examples: arranging temporary cover for an absent member of staff

15. SOURCES OF INFORMATION

16. Sources of Information • Primary: information collected first hand for a specific purpose eg surveys, customer focus groups • Secondary: information collected from existing sources eg newspapers, government statistics • Internal: information from within the company eg sales records • External: information from outwith the company eginformaiton from other companies

17. Primary Information Strengths Weaknesses Expensive to collect eg using a market research common Sample might be too small, or questions ambiguous or misleading Respondents may lie Researcher may be biased • Up-to-date • Know the source • Specific for the purpose

18. Secondary Information Strengths Weaknesses Could be out of date Competitors have access too Hasn’t been gathered specifically for the purpose • Wide range of potential sources • Relatively cheap to access

19. Internal Information Strengths Weaknesses Good systems required for accurate data collection Information systems need managed (training and salaries) New companies are at a disadvantage (no info) • Easy to access • Shows past performance eg sales (targets and trends) • Benchmark for current performance

20. External Information Strengths Weaknesses May be out-of-date Takes time to gather Available to competitors Potentially biased or unreliable • Easy to access • Relatively cheap • Provides information on PESTEC

21. Security of Data

22. Protecting Electronic Files • Password protect – restricts access, must be changed regularly • Regular backups – ideally stored offsite, saves recreating files from scratch • Anti-virus software – prevents unauthorised modification of files • Access rights – ensure that only authorised personnel can read/edit/delete • Lock workstation – when away eg on a break or helping a customer • Voice/Iris/Fingerprint/Dongle – restricts access • Read-only Files – cannot be edited

23. File Management

24. File Management Benefits of Good… Consequences of Poor… Out-of-Date information accessed Sharing files difficult – can’t find the right file Confidential information accessed Workflow disrupted • Less time wasted finding files • Improved customer service • Improved security of data • More efficient use of storage • Compliance with Data Protection Act

25. Data Protection Act

26. DPA: Rights of the Individual • Subject Access: you can find out what is held on computer about you • Prevent Processing: you can ask a data controller not to process your information • Direct Marketing: you can ask that your data is not used for direct marketing • Automatic Decision Making: you can object to decisions being made on your behalf on account of the data held • Rectify, Block, Erase and Destroy: inaccurate data can be requested to be amended or deleted

27. ITFM – Preparation for Prelim These notes will be expanded when we complete the full unit