FACULTY OF BUSINESS AND MANAGEMENT

DIPLOMA IN OFFICE MANAGEMENT AND TECHNOLOGY

(BA118)

ADMINISTRATIVE OFFICE MANAGEMENT

(OBM345)

TITLE:
INDIVIDUAL CASE STUDY

Prepared by:
FATIN AIEN NADHIRAH BINTI NAZARUDIN
(2020771463)

Prepared for:
MISS AZWA SUHADA BINTI MUSTAFA
 TABLE OF CONTENT

NO. TITLE PAGE

1. Summary 1

2. Questions 1 a, b 2&3

3. Questions 2 a, b 4, 5 & 6

4. Questions 3 7
SUMMARY

Based on my understanding of human resources (HR) functions and their importance is

one of the vital office activities in the planning function. Today, more companies rely on hiring
contingent (temporary workers, independent contractors, and part-timers) employees. Reasons
behind the popularity of this “disposable” workforce are related to certain needs to downsize and
restructure the organization, and avoid burdens forced by employment rules and laws besides
reducing costs of healthcare and pension plans. A quick assessment of the key duties of
human resources departments will help to frame the more typical actions that a human resource
professional will perform. For example, staffing, development, safety and health, and employee
and labor relations. Staffing, involves the recruiting of new full-time or part-time workers, the
hiring of contractors, and the termination of employee contracts. Development is onboarding
new workers and providing tools for ongoing growth are critical investments for firms, and HR is
responsible for maintaining a development approach to current human resources. Lastly,
regarding safety and health, HR needs to achieve best practices in many businesses and
requires careful consideration of employee safety and health considerations.

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QUESTIONS

1. a) Suggest four (4) other external sources of recruitment to Grand big on order to find
the best potential employee for the Admin and Sales Executive positions. (10 marks)

The other four external sources of recruitment to find the best potential employee for the
Admin and Sales Executive positions are educational institution, advertising, public employment
agencies and direct recruitment. For the educational institution placement service, this external
source is frequently regarded as a rather expensive recruitment source and generally, students
with a very good academic track record will be offer for openings in these companies. This is
due to the fact that is more likely to be utilized for submitting salaried employment rather then
hourly ones of Grandbig. For example, Zahim graduated from a local university and are now
looking for a job.

Next is advertising. Advertising is placing help-wanted advertisements whether in

newspapers, radio, television, websites or any media should be done carefully. Advertising a
job has become the fashion of the day with the large number of vacancies. This helps in
approaching the candidates spread over different parts of the country. Information about the job
descriptions and job specifications can be given in the advertisement so that only the
candidates who think themselves to be suitable may apply only.

Thirdly, public employment agencies. This is due to the fact that each state is
responsible for running its own agency. In Malaysia, for example, it was under the supervision
of the Suruhanjaya Perkhidmatan Awam. The goal of this government employment agency is to
assist job searches in finding employment and to assist companies in finding competent
personnel.

Last but not least, direct recruitment which is the direct requirement unemployed
persons may contact the employment section of various enterprise to ascertain if they can be
casually employed. Many firms follow the practice of recruitment at factory gate to fill casual
vacancies. Such tat the applicants sees it and apply the job directly.

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b) During the selection process, HR department of Grandbig conducted a test session to
select the best candidate. Explain and give examples of TWO (2) types of tests being applied
for Sales Executive candidate. (10 marks)

Sales executive known as a sales representative, sales consultants, territory managers

or business development representatives, sales executives usually operate within one of main
categories of sales. Besides that, sales executive is the key point of contact between an
organization and its clients: answering queries, offering advice and introducing new products.
The two categories of sales are business to business and business to customer or consumer.

The two types of tests being applied for Sales Executive candidate are responsibilities.
As sales executive, your duties will differ if you’re working in business to business or business to
customer or consumer. In business to business, you will need to build good working
relationships and understand the needs of your business customers. In business to customer or
consumer, you will need to listen to customer requirements and present appropriately to make a
sale, respond to incoming email and phone enquiries and gather market and customer
information.

Next is working hours. Working hours vary according to the sector but are generally
quite long, with the pressure to meet targets making late finishes a regular part of the job,
especially at the end of the employer’s financial quarter or year. What to expect is these types,
the sales industry is target driven and consequently, the work can sometimes be demanding
and pressurized. Sales executive generally expected to look professional and smart, particularly
when liaising with clients.

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2. a) Zahim looked sheepish and said “last night, I couldn’t find the exit. All the doors led to
other offices or cupboards, so in the end I had no choice….
Referring to this statement, prepare a plan for Zahim’s first day of work at Grandbig. (10 marks)

Based on Zahim’s problem, he couldn’t find the exit and doors. All thing that he can do
is, orientation. Workplace orientation is the process of introducing a new employee to their job
tasks, work areas, and work settings. During the orientation kit, the compilation of materials
such as map or premises will be given to Zahim to aid him becoming acclimated more readily
and be prepared to his new situation. Zahim need to make an introduction to co-workers and
know about the company policies procedure. Such as dress code, good work ethnics,
restriction on smoking, emergency procedurs and others important thing. It very important to
getting know to the employees to make him easier.

Besides that, a physical tour in the company will provide them with a basic
understanding of where the relevant tools are located, which will aid them in their work. You
must ensure that your tour have a lot of places that for your requirments; the more, the better.
Check out the bathrooms, lunch rooms and lobbies. Ensure that also check places like the
parking lot, elevators and the spaces available in the building. Must chould also check the
security structure as it is a very important part of an office facility. Employees may maintain a
work-life balance in this manner, and thet have a higher feeling of job security and flexibility as a
result.

Thirdly, training. During the recuitment process, as a new workers you must
understanding the major of goals and tasks that must be done. This enables them to
comprehend the organization’s long-term aspirations.

Fourth, ask questions. In your first day you must show your interest and learn more
about your new role and company, ask a questions. You can create a list of questions the day
before you start. Though your manager or human resources department coul answer most of
your questions naturally throughout the onboarding process, you can also ask any that are
leftover at the end of the day. Ask the questions to clarify anything about your duties, processes
and the company hierarachy.

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 Lastly, be ready for anything. First days you can vary widely depending on the industry
and company. Some businesses speand at least a week on orientation and training while
others coulf involve work on the first day. You must be prepared to complete the responsibilities
after you learn the basics of the role and company. If you want more information about what’s
included in the first day, reach out to your company contact so you have an idea of what to
expect.

b) However, the trainer asked them to write down key points to close a sale immediately…
Zahim thought that some practice sessions might be useful, so he asked the trainer…
Suggest FOUR (4) training method that could replace the method used in the case. Explain and
justify your answer. (10 marks)

Training methods refer to the various sorts of training that may be delivered to
employees in orfer for them to sharpen their present abilities and learn new ones. Thay can
learn technical or soft skills, and various training approaches are provided for each kind of skill.
My suggestion for four traing method that could replace the method used in the case are
information distribution techniwue and simulation techniques. The first one is conference
method. Conference method is a technique of people training in which participants collaborate
to address common work-related difficulties and challenges. It trains employees in small group
headed by he conference leader. From this method, Zahim and other trainee will play an active
role because the frequent verbal interaction with other conference participants.

Secondly, interactive training. One of the most effective training method in the
workplace, interactive training actively involves learnes in their own learning experience. This
training can take the form of simulations, scenarios, role plays, quizzes or games. By practicing
their new skills and applying them in realistic work scenarios, learnes are not only more
engaged but no more likely to retain what they’ve learned, too. However, it can be time-
consuming when done in person, especially when learners require regular feedback from a
content expert.

Thirdly, instructor-led training. Instructor-led training is the traditional type of employee

training that can occurs in a classroom, with the teacher presenting the material. This can be a
highly effective method of employee training, especially for complex topics. Instructors can

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answer specific employee questions or direct them to further resources. They also allow for
highly-skilled instructors to match the training level and style to the employees in the rooms.

Last but not least, coaching or mentoring. Coaching or metoring can share similar
qualities to hands-on training, but in this type of employee training, the focus is on the
relationship between an employee and a more experienced professionals, such as their
supervieor, a coach, or a veteran employee. Mentoring is costly in terms of employee hours and
should be appropriately to reduce those associated costs. Coaching-bringing in a trained
professional-can something provide a more time-effecient alternative, but without the
relationship building that’s so valuable in mentoring.

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3. Soon, Zahim will be going for his annual performance review. Zahim is searching for
information from the internet regarding the performance appraisal process. He felt nervous to
know the feedback on his performance.
Help Zahim by explaining FOUR (4) purposes of performance appraisal. (10 marks)

Four purpose of performance appraisal to help Zahim are really needed in every
company. This term regular review of an employee’s job performance and overall contribution
to a company. Also known as an annual review, performance review or evaluation, or emploee
appraisal, a performance appraisal evaluates an employee’s skills, achievements and growth.

All the companies make the performance appraisal to helps identify subordinates
strenghts and weaknesses. Most company conduct performance appraisal once a year. there
are other companies which conduct the appraisal twice a year. The person conducting the
appraisal is immediate supervisor and reviewed by the next-higher level manager and human
resource department.

Besides that, every organization must establish mutually agreed criteria or performance
standards against which employee’s performance can be compared. This aids in the proper
measurement of employee work performance, which is required for the organization to know
where it is headed.

Lastly, to provide a clarity of expectation and actual result. Every employee wants to
know what their resposibilities are and what the organization expects of them. However, this is
insuffcient to ensure that they produce high-quality results.