Title

An investigation into the Records and information Management, Sales Managing and Customer Service of PC Clinic Company Limited of #15 King Street, Princes’ Town.

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AIMS

The purpose of this is study are:

To identify the core function of the sales, marketing and customer service.

To determine how feedback from customer service would help improve the business

Whether filing is done manually or electronically.

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FUNCTIONS OF THE DEPARTMENTS

Marketing Department The main functions of the Marketing Department include:

Organising promotional activitiesBudgetingAdvertisingPublishingLiaising with advertising entities

Sales Department

The main functions of the Sales Department include:

Maintaining sales recordsMonitoring stock controlLiaising with other departments

Customer Service

The main functions of Customer Service include:

Communicating with both customer and companyTake care of the customer complaintsEnsure customer satisfaction

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LETTER OF CORRESPONDENCE

November 5th, 2015Darren AliManager of PC Clinic Private Limited Company#15 King StreetPrinces’ Town

Dear Mr Ali,

My name is Amirah Ali and I’m a form five student of Cowen Hamilton Secondary School. I’m writing to ask permission to conduct a research for my Office Administration School Based Assessment (SBA). I’ll be mainly focusing on the Records and information Management, Sales Managing and Customer Service.

My survey and questionnaire would not hinder the company in anyway. I’ll be mainly interviewing the Marketing, Sales and records department in your company.

It will be greatly appreciated if you would grant me permission to do the interview. All information collected will be confidential. I can be contacted at 702-9954 or 655-6878.

Yours sincerely,

_____________________Amirah Ali

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METHODOLOGY The SBA was conducted at PC Clinic Private Limited Company. A primary

source provides direct or first-hand evidence about an event, object, person, or

work of art. 

Secondary sources describe, discuss, interpret, comment upon, analyse,

evaluate, summarize, and process primary sources. Secondary source materials

can be articles in newspapers or popular magazines, book or movie reviews, or

articles found in scholarly journals that discuss or evaluate someone else's

original research.

Primary Sources Secondary sourcesQuestionnaire InternetFormal Interviews Textbook

 

ADVANTAGES OF PRIMARY SOURCESS

DISADVANTAGES OF PRIMARY SOURCES

You'll get first hand The person may give you wronginformation about the topic information

ADVANTAGES OF SECONDARY SOURCESS

DISADVANTAGES OF SECONDARY SOURCES

You will be able to obtain the Not all of the informationinformation needed faster obtained from the internet is accurate

 

 

 

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QUESTIONNAIREMy name is Amirah Ali. This questionnaire is part of research for my Office Administration School-Based Assessment project. It will be greatly appreciated if you answer the questionnaire honestly.

Sex: male female

Age: ________

Department: Marketing Customer Service Sales

Job title: _________________________

Years of Service: ___________________

1) Are Records and Information Management done in your company?Yes No

2) If yes how is it done?

Manually Electronically

3) If done manually how is it organized?

Alphabetically Geographically Numerically Other _________________

4) How are your filing cabinets and supplies organized?Horizontal Vertical Lateral Open shelves

5) If done electronically how is it organized?

Alphabetically Geographically

Numerically Other _________________

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6) How is the filing system set up in your organization?

Centralized

Decentralized

7) State why.

__________________________________________________________________________________________________________________________________________

8) What is the main function of the Customer Service in the organization?

__________________________________________________________________________________________________________________________________________

9) What is the main function of the Marketing Department in the organization?

__________________________________________________________________________________________________________________________________________

10) What is the main function of the Sales Department in the organization?

__________________________________________________________________________________________________________________________________________

11) Are there any customer feedback established in the business to help promote sales?

Yes No

12) How do you analyse the data from the feedback, do you try to improve the problem?

__________________________________________________________________________________________________________________________________________

13) Identify and health and safety regulation followed in your organization.

__________________________________________________________________________________________________________________________________________

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SCHEDULE OF ACTIVITES

Date Activities Comments29-10-15 Title and aims Coming up with aims wasn’t difficult05-11-15 Letter of Correspondence It was printed, reviewed by my teacher

and the stamped.9-11-15 Methodology and Questionnaire The questionnaire was done and prove

read.7-12-15 Going to visit the business Visited the business to examine the

environment.10-12-15 Distribution of questionnaire and

conducted interviewsVisited the business gave the questionnaire out and did the interviews.

04-01-16 Analysis of Data was written up Review the answers to the questionnaire and

07-01-16 Doing the written report Writing the report was a little tricky due to the fact that there’s an word limit

07-01-16 Preparing business document This was easy because I had an idea of what an business document looks like.

11-01-16 Assessing how the equipment used has an impact on the firm.

The questionnaire and interview gave me the answers.

14-01-16 Preparing the bibliography Fairly easy to do.

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RegulationsSince PC Clinic is a Private Limited Company it must be incorporated and therefore must give to the Registar of Companies the following documents:

Memorandum of Association Articles of Association Statement of Authorized, Registered or Nominal Capital.

The business area was properly ventilated and there were a lot of emergency exits in the firm. The company also set policies on dress code and the behaviour of the staff. These regulations were brought to my attention while doing the interview with the employees. One rule which I had to comply with while carrying out this project was the dress code.

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REPORTThe major findings or accomplishments that were found in this project were; the marketing department’s main function are too, organise promotional activities, designing and managing marketing strategies, budgeting, advertising, publishing and liaising with advertising entities. I also found out the main functions of the Customer Department is to build long term relationships with the customers of the business, to respond to enquiries or complaints of the customers. The Sales Department’s main functions are too, maintain sales record, monitoring stock control and to liaise with other departments.

Some of the problems which where encountered while doing this research are as follows:

Some employees were fearful to answer the questions honestly because of fear of victimization from their employer.

Because of certain policies some of the information was withheld because of confidentiality resulting in inadequate data.

Some employees had hesitated to conduct said interview because of their workload. The timing of my interview did not coincide with the employees’.

One way to solve the above problems is ensuring strictest confidentiality with regarding to data collection, also ensuring that I’ve met the employees criteria with regards their timing.

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BUSINESS FORMAILITY

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EQUIPTMENT USED IN THE FIRMDATE EQUIPMENT USED PURPOSE OF

EQUIPMENTSUITABILITY FOR TASK

10-12-15 Filing Cabinets Used to store important documents

Very useful to store information.

10-12-15 Index Cards They are used to create index for a filing system.

Very useful to store information.

10-12-15 Label These are applied to the tabs with names of the files.

Very useful to store information.

10-12-15 Compact disk CD Compact disk are used to load programs onto computers and to store data.

Very useful to store information.

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BIBLIOGRAPHY Reid J Finisterre S Payne L Longman Office Administration for CSEC- 2nd edition Pearson 2012

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