| PROFESSIONAL ADMINISTRATION |
SYLLABUS AIM
The aim of this unit is to consider administration in its wider organisational context. It introduces students to some of the key concerns of administrative managers within a rapidly changing environment and develops in the student an understanding of the role of the professional administrator in achieving organisational objectives.
LEARNING OUTCOMES
On completion of this unit, students will be able to:
- Explain the importance of the effective management of administration to the success of the organisation as a whole.
- Identify key drivers of administrative change and discuss their impact on the role of the professional administrator.
- Demonstrate an understanding of the information needs of the organisation’s stakeholders and the importance of effective communication in achieving customer satisfaction.
- Describe and discuss appropriate methods of communication in the organisation.
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LEARNING SYLLABUS
Managing Administration
- The meaning of ‘management’ (planning organising, leading/directing, coordinating, controlling); the relationship and differences between administration and management
- Managing work processes: flexitime, job sharing, teleworking; managing performance: key performance indicators, measuring efficiency and effectiveness against output targets
- Managing information and records: issues of access v security, data protection; intellectual property
- Compliance: quality benchmarks, codes of conduct, standards, legislation
Change and Administration
- The need for organisational change
- Approaches to improvement
- Information Communication Technology (ICT)
- Our approaches to business improvement
Delivering Customer Satisfaction
- Marketing philosophy
- The organisation’s supply chain
- Total Quality Management (TQM)
Business communication
- Models of communication
- Communication media: costs, benefits, selection decisions; the role of the business meeting
- Impact of ICTs on internal and external communication
- Impact of developments in e-commerce and e-government
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ASSESSMENT
This unit will be assessed by a three hour unseen written paper comprising two sections A and B. Section A will comprise eight compulsory short answer questions designed to test candidates’ knowledge and understanding of concepts and terminology. Section B will comprise a choice of two questions from four designed to assess the candidate’s appreciation of how the systems approach informs elements of administrative practice. A question will be set from each of the four areas of the Learning Syllabus.
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LEARNING RESOURCES
Students will be expected to use the Institute’s Administrative Systems and Processes Study Guide, supported by recommended reading.
Recommended Reading
- •Appleby, R.C. 1994, Modern Business Administration, Publisher FT PrenticeHall [ISBN: 0-273-60282-9]
Further Reading
- Hartley, P & Bruckmann, C 2002,
- Business Communication, Publisher Routledge[ISBN: 0-415-19550-0]
- Manager – The British Journal of Administrative Management, Publisher the IAM
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