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)  Presentation  Email  E-Diary  Local Area Network (LAN)  Wide Area Network (WAN)  Internet Websites  Mobile Phones  Modern Technology eg iPads 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?

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 eg informaiton from other companies

17. Primary Information Strengths  Up-to-date  Know the source  Specific for the purpose 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

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 Secondary Information Strengths  Wide range of potential sources  Relatively cheap to access Weaknesses  Could be out of date  Competitors have access too  Hasn’t been gathered specifically for the purpose

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

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External Information Strengths  Easy to access  Relatively cheap  Provides information on PESTEC Weaknesses  May be out-of-date  Takes time to gather  Available to competitors  Potentially biased or unreliable

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Improved security of data  More efficient use of storage  Compliance with Data Protection Act Consequences of Poor…  Out-of-Date information accessed  Sharing files difficult – can’t find the right file  Confidential information accessed  Workflow disrupted

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