Method of implementing the new administration system

Method of implementing the new administration system

Marketing Management
Part A: The multiple choice questions:

1) Identify which one is appropriate? (Choose your option after analyzing the direction of arrows)

a) Input ß Process ßOutput

b) Input à Process ßOutput

c) Inputß Process à Output

d) Inputà Process àOutput

2) Which one from below is not the element of an administrative system?

a) Rules

b) Processes

c) People

d) None of the above (i.e. all are elements of admin system)

3) Identify the key benefits of planning;

a) Essential tasks and elements of the project can be identified
b) Easy to keep an eye on progress
c) Manage resources effectively
d) All of these

4) Gina is looking for a system which can collect, receive and consolidate information. She might go for,

a) Customer relationship management system
b) Electronic account management system
c) Electronic record keeping system
d) All of the above

5) A good administration system has a potential to do all except;

a) Drive efficiencies in processes
b) Increase overheads
c) Increase the cash flow and profitability
d) Helps in better decision making

6) Feasibility study gives

a) A figure of average daily output by staff
b) A picture of staff accountability
c) An idea about financial and operational viability
d) Average income expenditure ratio

7) Government organizations usually select suppliers through

a) Bargaining
b) Tendering
c) Auctioning
d) Reference

8) Which of the following is NOT an issue during planning phase of an administration system?

a) Skills of existing staff
b) Impacts on other systems
c) Culture of the organization
d) None of the above

9) Which of the following is a paper based system?

a) Database management system
b) E-commerce systems
c) Computerized Network System
d) Incoming Mail Handling System

10) Which of the following is not found in an accounting system?

a) Journal records
b) Mail distribution lists
c) Account Receivable
d) Profit and loss statement

11) The quotation for purchasing a stock management system may be sourced from?

a) Australian taxation office
b) Computer software suppliers
c) Office equipment suppliers
d) TAFE colleges

12) Dave is a CEO of an Australia based manufacturing organization. He is looking for software which can facilitate operational control across various functional departments thereby giving the organization a benefit of strategic planning and total management control. You might advise him to go for,

a) MYOB accounting system
b) A database management system
c) Enterprise resource planning (ERP)
d) Supply chain management system

Part B: The short answer type questions:

1. Identify situations (in other words, write your scenario where the following laws would be applicable) where you need to consider the provisions of following legislations whilst managing your work?

I. Anti-discrimination legislation

II. Ethical principles

III. Privacy laws

IV. Copyright laws

2. What criteria a typical administration system should have in organizations? Choose any threeadministration systems commonly used in workplaces and write down the benefits they deliver.

3. What is the cost-benefit analysis? Discuss the objectives of cost analysis for procuring and installing a new system. What are the factors to be considered in cost analysis?

4. Why is it necessary to review the old or existing system in organizations? Give reasons.

5. If you have a plan to introduce a new online customer information system for your organization, what things you have to work out to determine system requirements? List them.

6. Briefly explain the role of feasibility study while implementing new administration systems. What could possibly drive management to refrain from introducing new system in organizations?

7. What are the aspects to be considered in selecting the vendors for a new computerized system for your organization (e.g. buying and installing MYOB software)?

What is RFQ? List the information that a standard quotation template should incl

This assessment will assess your skills and knowledge in the ‘BSBADM504A Plan or Review Administration Systems’ unit of competence. The following table maps the assessment activity against elements of performance and critical aspects of evidence:

Question

Element
Performance Criteria

1 Underpinning skills
Required skills at work place
2, 3, 4
2

2.1 Identify and develop implementation strategies in consultation with staff
5, 6, 7
2

2.2 Encourage staff to participate in all stages of the implementation process
4, 8, 9
2

2.3 Implement system in accordance with organisational requirements
8
2

2.4 Define and communicate procedures for using the system to staff
9
2
2.5 Provide training and support for staff on the use of the new or modified system
10
2

2.6 Deal with contingencies to ensure minimal impact on users

The assessment tasks for the unit assume that you will work in the Business Services industry. Case studies/ exercises used in this assessment reflect a workplace scenario.

The student must have access to a Computer, Printer and Microsoft Office Suite Applications (2003 or 2007) for doing the assessment for this unit.

If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. If the assessment is not satisfactory, the trainer will allow one more attempt to the assessment item.

The responses to assessment questions should be in your own words and examples from workplace should be used wherever possible.

Part A: Read the case scenario on Ring Experts and answer the questions that follow.

SYSTEM IMPLEMENTATION @ RING EXPERTS INC.

Alan Trimble is the Business Manager at Ring Experts Inc, a company that manufactures and sells telecommunications equipment to leading telecom companies in Australia. The firm initially did not have any system in place for managing the relationship with their customers and clients. As this aspect of business was given serious consideration, the organization decided to implement a new Client Management System, but had very little time for implementation.

The firm introduced a new client management system (CMS) last year to record their business dealings with leading clients such as Telstra, Optus and Vodafone. As the organization lacked time, the implementation was carried out in a hurry. As a result, the system could not be properly integrated with the existing accounting system (MYOB) and so client details were entered separately in each system. Whenever the sales consultants needed to investigate the products purchased by clients they had to consult the accounting program. Many clients complained about latte or non-delivery of orders and it soon became apparent that quite a few orders seemed to disappear owing to different client details in each, system.

Alan conducted a review and found an urgent need to integrate the two systems. He held a meeting and discussed possible changes with the business and sales staff, who rarely interacted. The sales staff feared loss of control and did not want to change their way of dealing with clients. Business support staff liked the way they entered client orders and did not want to go to any more effort than was required by the account system.

Alan told the sales staff that the technical specialist at Ring Experts had found a way to customize the accounting package to include extra fields so sales staff could input relevant sales data. He gave them a group training session explaining where to enter their sales details and print out the relevant information and reports. The sales staff refused to use the system on the grounds that it did not contain the required number of identification codes. Business support staff complained that it took them longer to enter invoice details owing to the way that the new fields had been set up. The problems continued.

Questions:

Apart from the required educational qualifications, identify and explain the skills required by a potential employee of Ring Expert Inc.?

Evaluate Alan’s method of implementing the new Administration system (CMS)? Explain the benefits and drawbacks of Alan’s implementation strategy.

What type of implementation strategy would have been ideal in this situation? Give reasons.

How could Alan have benefited by identifying a proper implementation strategy before going ahead with his implementation of the new Client Management System?

What change management style did Alan’s adopt to implement the new system? What factors should Alan consider to ensure that new systems are in accordance to the organization’s requirements? Is handling a change always difficult?

Identify the major issues faced by Alan during the change and suggest the ways by which he could have overcome these issues. [Your discussion must be based on resistance to change and people’s attitude and other HR issues etc]

What should he have done to ensure a more positive attitude towards the system by the sales and business staff? [Your discussion should focus on role of communication, consultation and teambuilding etc.]

Identify the different modes adopted by Alan to communicate during the implementation. Identify the other modes that could have been adopted by Alan to make the implementation more effective [team meeting etc].

Identify different Training Methods that could have been adopted by Alan. List the importance, considerations and benefits of Training?

Identify the contingency faced by Ring Experts Inc at the time of implementation? How could have Alan dealt with contingency? Identify other contingencies that the organization could face in future?

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