RTO No: 91223

Student Guide

BSBOPS503 Develop administrative systems

BSBOPS503 Develop administrative systems | 2
First published 2020

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BSBOPS503 Develop administrative systems | 3

 Contents

Overview 4
Topic 1: Plan your new system 5
Topic 2: Implement the new system 14
Topic 3: Monitor administrative system 21

BSBOPS503 Develop administrative systems | 4

 Overview

The Student Guide should be used in conjunction with the recommended reading and any further
course notes or activities given by the trainer/assessor.

Application of the unit

This unit describes the skills and knowledge required to manage resources according to planned
business strategies. It includes analysing resource requirements, developing resource plans,
allocating resources, and reviewing and reporting on resource usage.
The unit applies to individuals with a role in allocating and monitoring the use of physical and/or
human resources to meet defined business objectives.
No licensing, legislative or certification requirements apply to this unit at the time of publication.

Learning goals
Learning goals include:

 analysing resource requirements

 developing resource plans

 allocating resources

 reviewing and reporting on resource usage.

BSBOPS503 Develop administrative systems | 5

 Topic 1: Plan your new system

Understanding workplace context

In the workplace, there are various tasks, information and processes to keep track of and manage.
In order to do this efficiently, administrative systems are usually used.

An administrative system may be anything from a spreadsheet with formulas, to a fully integrated
database. The point of an administrative system is that it allows the end-user to undertake their
role with increased efficiency, reliability and output.

When developing an administrative system, it is important to understand that depending on the

type of information you are dealing with, there may be legislative guidelines or organisational
policies and procedures that need to be followed.
The legislation that applies to an administrative system will depend on the administrative system
itself and the content you are dealing with. However, generally, privacy information is a key
component of most administrative systems as often administrative systems will involve the use of
personal information which must be protected.
Review the information about Privacy legislation at: https://www.oaic.gov.au/privacy-law/

Image by Christina Morillo on Pexels

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System requirements
When developing an administrative system it is critical to consider the needs of the end-user and
relevant stakeholders. Ultimately, efficiencies derived from the system will help the end-user to be
more effective at their job. The end users of systems are the most likely to have viable, relevant
and appropriate suggestions for improving the performance of systems. Therefore, their input into
the system and what they require is critical to its success.
Other people who may benefit from the system, or stakeholders, should also have input into the
system deisgn. The system may be able to meet multiple purposes and be a reliable source of
information for many stakeholders.

By consulting with relevant end-users and stakeholders, the business is more likely to have
increased buy-in and uptake from those who the system is intended for. Without consultation, a
system can have resistance from users and may also fail on implementation.

When consulting with end-users and stakeholders, ask them about their job descriptions and what
their requirements are. Find out how processes are undertaken and what activities are and
performed every day.
When consulting, find out about both the job to
be fulfilled and the current systems that are
being used, and how they may be improved.
To do this, the following steps may help you.

 identify the job or process to be studied.

 record everything that happens through

observation.

 examine the recorded facts.

 taking into account all the circumstances,

develop the most economic method that
Image by mentatdgt on Pexels
can be used for the job or process.

 measure the quantity of work involved for the method selected. Calculate a time for doing it.

 define the new method and the related time so that it can always be identified.

 implement the new method as the agreed standard practice within the time allowed.

 maintain the new standard by proper control procedures

After gaining a throrough understanding of which roles an administrative system may benefit,
and then assessing the requirements of those roles, a set of system reqyuirments may be
developed.

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Without consultation, a system can have resistance from users and may also fail on
implementation.

Activity: Discuss

What are some methods of consulting with end users?

When obtaining feedback about a system, it is important to also find out how processes are
undertaken and what activities are performed every day.

Activity: Brainstorm

Brainstorm what a quality circle is and how it is used.

Identifying problems
It may be that an administrative system already exists, but it is ineffective or requires improvement.
In this scenario, clarification of the problem provides a clear understanding of where the problem or
difficulty lay, and which aspects of the component is the area of concern.
Any identified issues should be considered. Diagrams, charts and mind maps can be used to clarify
problems. Illustration can provide a visual representation of workflows and can identify any
repetition, duplication, bottlenecks or difficulties that exist and enable solutions to be considered.
A way of being certain that the problem has been identified correctly is to ask a series of questions
that challenge the specific area of concern. Other tools and techniques that may be used to help
identify problems include:

 diagrams such as Fishbone diagram

(cause and effect)

 brainstorming

 mind mapping

 focus groups

 workflow diagrams

 interviews

 observation

 surveys/questionnaires
Image by Canva Studio on Pexels
 analysis of procedures.

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Identifying solutions
Once the problem has been identified correctly, then identification of the areas of concern can be
addressed. You can work with the end-user and stakeholders to understand what can be
expanded, reduced, eliminated, created or replaced.

Through this process, you may even find that the system that is under consideration may not
need new resources or employees to make it more effective, it may just require some training, or
a new form created.

How do business objectives influence cost?

When determining the system requirements, you will need to consider the objectives of the
business and how they determine any outcomes. For example:

 an objective of cost effectiveness will mean the main consideration will be the cost of each of
the components of the system

 an objective to achieve high quality of standard will mean the main consideration will be the
quality of each of the components.
Cost is usually the major consideration in judging the effectiveness of systems. However, potential
benefits should be weighed against the costs and the value of the benefit to the organisation
compared. For example, the cost of holding an interview at head office over holding the interview
via video.

Achieving a low-cost administrative system

In the scenario of a business’ objective being cost effectiveness, an effective administrative system
may still be achieved while keeping costs low. To do this, consider the following points which may
help you:

 utilise current staff and resources first

 minimise duplication

 keep it simple

 use flexible techniques

 only use the most essential steps.

Gathering data
Before analysis can take place of a system, a thorough study of its current operations should be
undertaken. It’s important for quality management. Total Quality Management is a system of
management based on the principle that every employee must be committed to maintaining high
standards of their work in every aspect of an organisations operations.

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 Activity: Research

Look up the term Total Quality Management and provide an example of TQM in
practice.

System analysis
The following are the steps that can be used to undertake a study of systems:

 identify the job or process to be studied

 record everything that happens through observation.

 examine the recorded facts.

 taking into account all the circumstances, develop the most economic method that can be
used for the job or process.

 measure the quantity of work involved for the method selected. calculate a time for doing it.

 define the new method and the related time so that it can always be identified.

 implement the new method as the agreed standard practice within the time allowed.

 maintain the new standard by proper control procedures.

Fact finding
This can be done through:

 observation

 recording via video

 interviewing end users

 questionnaires.

Activity: Develop

Read the following scenario and address the tasks that follow.
Scenario: Rosie’s job is to collect mail from the post office every morning and then
distribute to the appropriate people. She arrives at work and then walks 10 minutes
to the post office. The mail has to be recorded, stamped and distributed before
930am every morning. At the end of the day she has to collect mail from all the
secretaries’ desks, put the mail in envelopes and take them to the post office before
530pm every day.
After observing Rosie’s daily tasks, it was identified that a new system was required
for staff to give mail to Rosie, rather than her going around and collecting it at the
end of the day.

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 Create a questionnaire that could be given to secretaries and staff to consult on this
new process.
You could source a template questionnaire from the Internet or create one of your
own. Ensure that the questionnaire gathers enough information so that the new
process can considered.

Clarification
Clarification of the problem provides a clear understanding of where the problem or difficulty lay,
and which aspects of the component is the area of concern.
A way of being certain that the problem has been identified correctly would be to ask a series of
questions that challenge to identify the specific area of concern.
What can be expanded, reduced, eliminated, created, replaced?
Any identified issues should be considered. Diagrams, charts and mind maps can be used to clarify
problems. Illustration can provide a visual representation of work flows and can identify any
repetition, duplication, bottlenecks or difficulties that exist and enable solutions to be considered.
Developing ideas - Mind Maps
Mind maps are used to map out the basic ideas from a central problem. They are used in
brainstorming sessions or individuals use them to visualize ideas.
The basic problem is written in the centre and then the ideas are branched out from it in order to
arrive at a number of different possible approaches.
This provides a spatially visual overview, which can be easier to then understand or approach.

Activity: Watch

Learn how to use mind mapping with James Manktelow and Amy Carlson
Video: https://www.mindtools.com/pages/article/newISS_01.htm (02:55)

Activity: Research

Download the following free trial for mind mapping.

(Select the appropriate download for MAC or Windows, register with your email
address for the application to be installed).
Look at the different functions of the software. When you are ready think of a central
idea that you are interested in (i.e. should I travel around Asia this summer, why am I
always running late, is this relationship right for me…etc).
https://imindmap.com/download/
Take notes and keep them for further reference.

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Brainstorming
Brainstorming is a process used for generating creative ideas/solutions. It uses a free-for-all group
discussion. All members of the group are encouraged to participate, suggesting as many ideas as
possible – no holds barred. It is only after the brainstorming session that the issues/ideas raised
should then be analysed and discussed in further detail.

Read more: http://www.businessdictionary.com/definition/brainstorming.html#ixzz47ju32QWa

Activity: Develop

Scenario:
Rosie’s job is to collect mail from the post office every morning and then distribute to
the appropriate people. She arrives at work and then walks 10 minutes to the post
office. The mail has to be recorded, stamped and distributed before 9.30am every
morning. At the end of the day she has to collect mail from all the secretaries’ desks,
put the mail in envelopes and take them to the post office before 530pm every day.
Using the list of tasks identified previously for the process of receiving and sending of
mail, undertake the following:
1. Divide into small focus groups and discuss innovative ways of changing the
process to streamline the system currently being used.
2. Create a workflow diagram to represent the current admin system for collecting
and receiving mail.
3. Introduce one new process.
4. Comment whether or not this process makes a difference and why.
Submit all work in professionally written documents within the timeframe allocated.
Your trainer/assessor will provide your group with feedback.

Planning an effective system

Once the problem has been clarified, then identification of the areas of concern can be addressed.
When proposing a solution, there are a few things that should be considered: the objectives and/or
the stated outcome and what is happening in the current system.

Criteria for selection

The criteria that is used to judge which solution is the most effective, is dependent on what is
needed to be achieved:

 it could be an objective for cost effectiveness, in which case the main consideration will be the
cost of each of the components of the system

 it could be to achieve high quality of standard; in which case the main consideration would be
the quality of each of the components.

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Cost versus benefit
Cost is usually the major consideration in judging the effectiveness of systems. However, potential
benefits should be weighed against the costs and the value of the benefit to the organisation
compared. For example, the cost of holding an interview at head office over holding the interview
via video.

Activity: Discuss

In small groups, discuss:

What are the benefits? What are the costs? Which is of more value?

Activity: Read

Mind Tools provide a good overview and example of performing cost-benefit

analysis:
https://www.mindtools.com/pages/article/newTED_08.htm

Planning and designing an effective system

The system that is under consideration may not need new resources or employees to make it more
effective, it may just require some training, or a new form created.
Therefore, when designing an effective system, it is important to consider all possibilities and follow
simple guidelines:

 utilise current staff and resources first

 minimise duplication

 keep it simple

 use flexible techniques

 only use the most essential steps.

Sourcing a supplier
It may be that the system will require new resources/equipment. In which case, a supplier will need
to be sourced. Again, cost will be a major decision tool in selecting the right supplier. Being able to
select from a pool of suppliers would mean obtaining a number of quotes to compare.
Identify suppliers:

 research suppliers in your area

 use the internet to look further afield

 look through journals/newspapers or advertising material

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 ask for recommendations or referrals.

Activity: Develop

Rosie has been asked to look at reducing costs in purchasing office supplies. There
are a number of suppliers in the area which they have never approached.
Research two office supply businesses that could supply the following:

 Reams of A4 paper

 Printer Toner refill

Contact each supplier via email and ask for a quote for both supplies along with
delivery.
Make a note of the replies and which supplier you think you should go with and why.

Tenders
Another way of obtaining quotes is via a tender, which is a formal offer to supply goods or services.
Submitting a tender is a common way for businesses supplying goods or services to other
businesses or the public sector. Formal tenders usually apply to large jobs or for supply contracts
over a long period.
Examples of tenders can be for:

 Building contract

 Café business

 Website development contract.

Activity: Research

Using the Internet, research the steps taken in the tender process. Write these down
for future reference.

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 Topic 2: Implement the new system

Implementation strategies
Once an administrative system has been decided upon, you will need to implement it.
Implementation strategies will be dependent on the type of system being integrated or changed.
Some strategies that could be used are:

 external consultants  ensuring system functions correctly 

 informing relevant persons  trialling

 re-distributing office tasks  modifying system

 team goal setting  boosting staff confidence

 temporary reduction of workload  change management strategies.

 re-defining staff roles  changing team/organisational culture

 testing  providing staff training/information

sessions.

Image by Daria Shevtsova on Pexels

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Implementation methods
There are four different methods of implementation. These methods are:

 parallel implementation

 direct implementation

 pilot implementation

 phased implementation.

Parallel implementation
Both the old system and the new system operate side-by-side for a length of time. Both are
maintained and kept up-to-date so that in the event of the failure of the new system, the
organisation can fall back on the old system. It is an expensive option and labour intensive, and
there is a danger of staff ignoring the new system in favour of the old one. However, if the system
is critical to the running of the organisation and any problems would cause enormous difficulties, it
is probably the safest option.

Direct implementation
Once the system is ready, the whole organisation is transferred to the new system. This is less
expensive than running parallel systems and makes the transfer process less time-consuming.
However, if the system develops a problem, the entire organisation is affected, resulting in lost
productivity and staff can become resentful.

Phased implementation
This involves bringing in the new system one step at a time.

Pilot implementation
One branch, section or department in the organisation is completely changed over to the new
system. Any 'bugs' are ironed out before the system is extended to the whole organisation or the
next stage.
Reviewing and reporting will provide the feedback needed to ensure that the system is meeting its
objective and to what degree.
After the system has been up and running for a while, it is necessary to review it to ensure that it is
continuing to meet the outcome or objective for which it was created.
An audit by those involved with the system can be used to discover whether the goals, objectives
and outcomes are being met. Any problems or difficulties identified in such a review should
automatically lead to a repeat of the process of system observation, analysis, redesign and
implementation.

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Communicating administrative systems
One of the critical steps in implementing an administrative system is communicating it to the
relevant people. This may seem simple, but it is a step that is often performed badly. When
communication is lacking, there is likely to be higher resistance from staff in uptake of the system.
Gaining the support of the people who will be using the system or affected by its operation is an
important aspect of implementation. An implementation plan will help to guide an organisation
through the process. Involving the users of the system will ensure that the process of
implementation is not resistant to change.
When communicating with the relevant persons, there are a number of communication methods
which may be used, including:
 email

 social media

 newsletters

 online forums

 meetings

 memos

 digital instruction booklets

 professional development

 training days.
Image by mentatdgt on Pexels

You may find that multiple of the above communication methods should be used.

Activity: Group work

Divide into pairs.

Read the following scenario and choose an implementation method that best suits for
each. Provide a clear reasoned explanation as to why you have chosen the method.
 A bank is running a new payroll system across all its branches. They have
seven branches. The system is required to be up and running as soon as
possible.
 An accountant’s firm has decided to change its computer system from Microsoft
to Apple. The office has 5 staff who will require training and support in the new
system.
 Mitre11 are changing their ordering inventory from manual to computerised.
They have tried to implement a similar system previously, but a lot of issues
occurred with the software and staff refused to use it. They would like to
implement this in all 25 branches across the state.
Submit all work in professionally written documents within the timeframe allocated.

BSBOPS503 Develop administrative systems | 17

 Your trainer/assessor will provide your group with feedback.

Timing
When implementing a new system, a critical factor to consider is timing. A new system should
cause little or no disruption to the running of the business functions. The deadlines for the system’s
implementation will also need to be met.
There are a number of methods, tools and techniques for planning the timing for implementation so
that both these factors are met.
One method is to use a PERT chart, which indicates how the parallel activity pathways are
interconnected. Usually one of the pathways is more critical (all the other pathways will be
dependent upon it being completed by the time the others are finished). Other information can also
be included such as resources, and days for completion.

Activity: Research

Using the Internet, source a procedure for creating a PERT chart which can be used
to plan implementation of a system.
Using clear examples, provide an explanation for the difference between a PERT
chart and a Gantt chart.

Procedures
Procedures can be operational (defines the system, establishes personnel responsible for carrying
out the processes of the system), or process procedures (provides the instructions for performing
the specific tasks needed to complete the processes).
Some organisations use standards to guide them through the development and writing of
procedures. ISO standards have a number of standards that organisations can adopt. The purpose
is to standardise the process being used so that the outcomes are the same every time.
Procedures that produce an outcome of the highest possible standard provide the basis for quality
assurance.

Activity: Research

Look up Quality Assurance and how it is used to guide organisations in the

procedures.
Take notes and keep them for further reference.

When procedures are written for an organisation they should:

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 be written in clear and simple language

 have easy to follow instructions

 progress in a logical manner and avoid non-essential steps

 ensure each step moves the operation toward its objective

 be written so little or no supervision is required.

The people writing the procedures will need to know the:

WHAT WHERE WHEN WHO WHY HOW

Activity: Group work

Work in small groups or pairs for this activity.

 Write out a procedure that could be used for new staff logging into and logging
out of the office computers (use the process carried out at your college or place
of work).

 Give your procedure to another group.

 Each group is to follow the procedure given.

 Provide feedback to each group on how their procedure worked and if there
were any major issues.
Submit all work in professionally written documents within the timeframe allocated.
Your trainer/assessor will provide your group with feedback.

Training and support for staff

After communicating the administrative system to staff, the next step is to provide training and
support for staff.
When providing training and support you will want to let staff know the method of implementation
and how that works, and what it will mean for them. This way staff will understand whether the
system will change overnight, be phased in, run in parallel or piloted.
The type of training and support carried out will be dependent on method of implementation,
resources and budgets. This can also vary dependent if it is in-house or external training and
support required. Training and support may be in the form of:

 coaching  buddy systems

 mentoring  online tutorials

BSBOPS503 Develop administrative systems | 19

 on-the-job trainers

 professional development

 skills assessment 

 training handbooks

 videos

 induction.

BSBOPS503 Develop administrative systems | 20

As well as any formal training, staff will appreciate knowing who they can go to support when
needed in real time.

Do not underestimate the power of training and support for staff. The more supported staff feel,
the more confident they will be to use the administrative system and explore its potential. This is
a critical step in the success of the system and, ultimately, the realisation of benefits for the
business.

Job skills anaysis

To carry out training, you have to work out the training requirements. This means that an
organisation will need to establish the tasks that the job entails so that the skills and knowledge
needed for that position are identfied.
Once the tasks for a job have been clarified, it is fairly easy to then identify the skills and
knowledge required to be competent in that particular role. For example writing letters and reports
is a skill. To determine if someone needed training for this you would need to analyse exactly what
was required for that position.
Job skills analysis plays an important part in this process. Another way to identify training needs is
for staff to complete a questionnaire or survey.

Job Analysis
Job analysis can be carried out through observation, interviews, completion of questionnaires and
documented records.

See the following links for further information on job analysis:

http://www.opm.gov/policy-data-oversight/assessment-and-selection/job-analysis/
http://www.whatishumanresource.com/job-analysis-methods

Activity: Reflect

Reflect back on a position that you have recently held or a current role you are
working. If you do not have an example to work from then find a job that you are
interested in on the Internet find a relevant description and use this to undertake the
task.

 List all the tasks that you carry (or carried) out for this role.

 Now consider the training involved for this job.

List the skills and knowledge that you think are required to be competent in the role.
Contingencies
Contingencies are plans and procedures put in place, in case the system does not perform as
stated. It may include:

 loss of confidence among staff

 the need for additional training

 a need to modify system 

 temporary reduction of productive output.

Activity: Develop

Scenario: Rosie also works on the help desk, logging computer issue calls to staff.
She logs the call on a message pad and then when she has time, she calls Katie
with the issue and gives the jobs in date order. Generally, she deals with help desk
queries on a Friday afternoon. By this time Rosie can lose the messages or doesn't
understand some of the message. When the job has been dealt with, she throws the
message away.
The administration manager has decided that Rosie will need to log these calls in a
spreadsheet and put a priority of order for dealing with the issues, as on many
occasions people with major issues can be dealt with last. She also needs to log her
time. She would like the new system up and running in the next few weeks. The
manager is coming in on Monday to set up the new system with Rosie and will spend
half an hour with her teaching her the procedure.
There are many issues with this implementation. Write a brief report which addresses
the following:

 What type of consultation should have been undertaken?

 What implementation strategy do you think should be used in this situation?

 Why should the Administration Manager encourage Rosie to participate in the

stages of the implementation process?

 What would be the best way to communicate the new procedures for using the
new system?
It has been decided that Rosie does not have enough IT skills to manage the new
system and should be given some training.

 Outline all the skills and knowledge that Rosie needs to perform her task of
using the new system and identify the type of training she should be given.

BSBOPS503 Develop administrative systems | 22

 Topic 3: Monitor administrative system

Monitoring
Monitoring involves:

 extra administrative support and back-up

 feedback from internal/external client/s

 observation by trained technician/s

 utilising monitoring tools and processes.

Monitoring use of a system

Gantt charts are a way to monitor the progress of a system.
It shows on one axis a list of activities to be carried out and the other axis shows the time allocated
for its completion.
Each activity is represented by a different colour block on the chart to indicate the length of time the
activity will take to complete.
An example of a Gantt chart:

Monitoring usage
The time taken to determine whether a system is operating correctly or not, will depend on the
actual purpose of the system.
Some examples are:

 If a computer system used to monitor car usage has been altered and is not working correctly,
problems may appear with the very first car used under the system.

 A monthly accounting system that has been slightly altered, may not show any obvious
problems until one or two months have passed.

BSBOPS503 Develop administrative systems | 23

You need to work out:

 how long it takes to establish whether the system is working or not

 a date for review

 the acceptable standard of work, how it will be measured, and the process of monitoring this.

Monitoring can be done by:

 observation of people undertaking tasks and using the system

 feedback from users of the system

 reviewing records and reports about the system

 spot checks.

Security
This can include issues such as:

 confidentiality agreements 

 passwords

 safeguards against computer viruses.

Changing needs
This can be a change in the nature and purpose of the system/organisation, a change in user
requirements, a growth or decline in system size or technological advances in administration
systems.

Further modifications
Further modifications may be required such as:

 additional equipment, training

 negotiation of timeframes for system implementation 

 redefinition of administrative roles and duties

 specialised software.

Contingencies
Unfortunately, you can’t plan for absolutely everything. Expecting that not everything is going to run
smoothly is realistic.
Contingency planning can avoid most unexpected issues. Therefore, when establishing a new
system, you will need to also make contingency plans for the future.
As an example, by establishing a mentoring or coaching system of training on the job, you make it
easier to replace staff, either temporarily or long term.

BSBOPS503 Develop administrative systems | 24

And not everything is perfect; you may find that procedures written are not quite right and need
modification. With the input and assistance from users involved in the process it will be easy to
adjust them.
It is important to notify everyone of changes or modifications in the system, even if the staff are not
directly affected by the changes.

Monitoring staff training needs

This can be done through:

 ongoing assessment of staff skills

 ongoing feedback opportunities

 providing professional development opportunities.

Review and report

Reviewing and reporting will provide the feedback needed to ensure that the system is meeting its
objective and to what degree.
After the system has been up and running for a while, it is necessary to review it to ensure that it is
continuing to meet the outcome or objective for which it was created.
An audit by those involved with the system can be used to discover whether the goals, objectives
and outcomes are being met. Any problems or difficulties identified in such a review should
automatically lead to a repeat of the process of system observation, analysis, redesign and
implementation.
The process needs to be a cyclic.

Image by RF._.studio on Pexels

BSBOPS503 Develop administrative systems | 25

Activity: Project

Scenario: Secretarial Services

Secretarial Services is a small business specialising in providing administration
support to businesses in the local area. Their services cover typing documents,
photocopying, creating template documents, designing presentations and audio
typing large reports.
Kyle has three employees working at the office using a networked computer system
and save most of their work to their networked drive.
Kyle is not always in the office and can be uncontactable when in meetings, in
commute or in another country with time differences. With more and more work
being undertaken, unfortunately a number of issues have arisen.

 Staff sometimes save their work on the desktop;

 If someone is away other staff members cannot access files that they have
been working on because they can’t get hold of the staff member and do not
know their username and password, as this is kept secure. This sometimes
leads to a client not receiving expected work on time
Files and documents are saved in different formats with non-descriptive filenames
and on occasion not saved in the correct folder.
Laura, who is a member of staff, has approached Kyle and suggested that she
create a new electronic filing system and train the staff in its use. He thinks this is a
great idea and left it in her hands.
Assume that you have been asked to advise Laura on the best approach for
implementing the new file system. Use the information in the scenario, along with
consultation with one employee (your trainer/assessor) to complete the following
activities:

1. Consultation
Meet with your assessor who will role play an employee. This is a fact-finding role, so
you will need to understand:

 current work practices

 skills of employees

 staff training needs

 type of system being used.

During your roleplay, make notes and demonstrate effective communication skills
including:

 speaking clearly and concisely

 using non-verbal communication to assist with understanding

 asking questions to identify required information

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 responding to questions as required

 using active listening techniques to confirm understanding.

Set up a common folder that can be accessed on the networked drive (You will need
to source an external IT consultant for this). You should also determine that staff
should be given training and documentation, which provides clear guidance on the
procedures for saving work and filing work online.

2. Documentation
After the meeting, write up your notes from the feedback received.
Draft an email to Kyle explaining and outlining your findings.
Kyle sends you an email back outlining what he thinks should be implemented for the
filing system, including the following:
We have five clients, each should have their own folder, named according to the
name of the client.
Each folder within this should have the following set up:
 Client name/Word documents

 Client name/PowerPoint files

 Client name/Reports

 Client name/Correspondence
All files must have the logo of Secretarial Services and a footer with the file name,
date and page number.

3. Source an external consultant

In order to set up the file system you need some external advice.
Using the Internet, locate two IT consultants that could advise you on setting up a
network folder on the network drive for all staff to access.
Draft an email requesting a quote to undertake the work. Include as much
information in the email as possible to help the consultants provide an accurate
quote.

4. Brainstorming session
Hold a brainstorming session in your group on how to implement the new system.
You need to think of ideas for:
 how to provide staff training/information on the new system when in place

 the method of implementation (parallel, direct or phased).

5. Make recommendations
Draft an email to Kyle, with your recommendations for implementing the new system.
You can make some assumptions or consult further with your trainer/assessor for

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any additional information you may need.
Assume that Kyle has approved all your recommendations and has told you to go
ahead with the strategy.

6. List objectives
Create a list of objectives that can be clearly achieved.

7. Create a chart
Create a Gantt chart, which shows how the implementation activities and timings will
be undertaken over the 8 weeks.

Develop a presentation
You will give the presentation to staff, outlining the proposed new system and how it
will be implemented. Seek consultation from staff.
The presentation should include the following:

 Explanation as to why a new system is being developed

 The objectives of implementation

 The method of implementation

 Timings

 The type of training and support that will be given to staff in the new procedures

Deliver your presentation to the rest of the class.

During the presentation, you are required to demonstrate effective communication
skills including:

 speaking clearly and concisely

 using non-verbal communication to assist with understanding

 asking questions to identify required information

 responding to questions as required

 using active listening techniques to confirm understanding.

Conclude the presentation by asking the attendees if they have any further
questions.
Assume that the new folder has been added to the network drive and all staff have
access.
You will need to undertake the following:

8. Create a procedure for saving and filing work to the new network drive.
The procedure should provide employees with a process for saving work in the
correct folder, with the correct name.
It should also include how to set up a footer in a document that has a file name and

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page number.
You will have to set the folders up so that you can clearly document the process.
The procedure can be written in a document, recorded on screen, videoed as a
tutorial or provided in a presentation. This is for you to decide.
Kyle has asked that you provide a small training session for the employees,
instructing them on the new procedure for filing.

9. Prepare a small training session for staff in the new procedure.

The session should only last for up to 10 minutes and focus on how to use the new
system, using the procedure.
The type of training session and how this is delivered is up to the group.

10. Deliver the training session to the rest of the class.

During the session, you are required to demonstrate effective communication skills
including:

 speaking clearly and concisely

 using non-verbal communication to assist with understanding

 asking questions to identify required information

 responding to questions as required

 using active listening techniques to confirm understanding.

It is about two months since the new filing system was implemented and the training
session was conducted.
You have received the following email from Kyle:

Dear Laura,

I would like to find out how staff are finding the new system and if it has been working
effectively. Could you please consult with staff asking them for feedback, positive or
negative?
In particular, I want to find out whether the system has proved to have positive
outcomes. Also ask whether or not they require further training in its use.

Regards
Kyle

11. Create a survey or questionnaire that could be used to give to staff for
their feedback.
It should include relevant questions that address Kyle’s email.
You have monitored the file system and received the feedback from staff as follows:

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Monitoring
Lucy:

 Sometimes saves files just in the Client folder not in the appropriate folder for
Word or PowerPoint.

 She does not save the names of files as per the procedure given.

 She forgets to put the footer in documents.

Andrew:

 Successfully saves all files and folders in the right place.

 There are some new client folders created in the Network Drive which have not
been approved by Kyle.

Staff Feedback
Lucy:

 I don't feel I know how to use the system correctly as I have forgotten from the
training.
Andrew:

 I don't really like using the system as I feel I don't have freedom to do my own
thing.

 I would like more access to the network system so that I can create my own
folders.

12. Write a system usage report

Develop a short report for Kyle on the new system that you have implemented.
Your report should include the following:

 An analysis of the staff feedback, and the monitoring that took place, identifying
any issues that they have had with the system. Any issues highlighted by staff
should be treated as contingencies that may restrict the usefulness of the new
system.

 Solutions for any contingencies that have arisen. Note that these contingencies
should be dealt with in a way that has minimal impact on the system’s users.

 Suggest a way of communicating these solutions to the staff.

All work for the project should be submitted to your trainer/assessor for feedback.

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