Caribbean Secondary Education Certificate

School Based Assessment

Name of Centre: The Bishops’ High School

Centre Code: 090007
Subject: Office Administration
Title: An investigation into Channels of Communication and Source Documents used
within the Operations, Dispatch and Transport Office at Banks D.I.H.
Group 1 Members:
1. Geetanjali Booj-Raj
2. Kailie Ramjohn
3. Samantha Beveney
4. Manisha Datt
5. Ariana Ragubir
6. Selena Ramnarine
Name of Teacher: Miss. Hughes
Date of Submission: January 31, 2019

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 Table of Contents

CONTENTS
PAGES
Criteria 1- Preparation
1. Topic, Title and Aim 3
2. Functions of the Operations,
Dispatch and Transport
Department 4
3. Correspondence 5

Criteria 2- Gathering Information

4. Methodology 6
5. Questions 7
6. Schedule 8
7. Regulation 9

Criteria 3- Presentation
8. Report 10-13
9. Recommendation 14
10. Impact of Office Equipment 15
11. Bibliography 16
12. Appendix 17-19

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CRITERIA 1: Preparation

Topic
Channels of Communication and Source Documents

Title: An investigation into Channels of Communication and Source Documents used

within the Operations, Dispatch and Transport Office at Banks D.I.H.

Aims
-To discuss the channels of communication within the operation of dispatch and
transport.

-To study the source documents used within dispatch and transport.

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Functions of the Dispatch Department

 Packaging the product

 Maintaining documents of the dispatched goods
 Sourcing delivery vehicles
 Coordinating delivery goods
 Maintain a database of couriers/contractors/agents
 Liaising with customs brokers and the port authority

Functions of the Operations Department

 Protect workers and the environment

 Coordinate activities related to production
 Maintain records
 Monitor quality control
 Monitor cost of finished products
 Liaise with other departments

Functions of the Transport Department

 Maintaining transportation records

 Maintaining destination sheets
 Liaising with customers
 Purchasing, scheduling and organizing the maintenance of the company’s fleet of
vehicles
 Keeping vehicle service records and renewing insurances and vehicle registrations
 Insuring and transporting the goods from the factory to the customer’s premises or
other business premises

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 Correspondence

Form 5B, Group 4

The Bishops’ High School
Carmichael Street,
Guyana

December 16, 2018

Banks D.I.H. Limited

P.O. Box 10194
Thirst Park
Georgetown,
Guyana

Dear Sir/Madam,

I am the representative of my group, a student of the Bishops’ High School who

wishes to carry out a survey to obtain information from your business. The survey
is for the 2019 School Based Assessment (SBA) which will be 25% of our grades.
If possible, I am willing to conduct this research on the 22st December 2018 at
10:00 hours. It will be in the form of a questionnaire and interview; the questions
will be based on the channels of communication within the dispatch and transport
department of your organization. If the said date and time is not appropriate, we
can reschedule for a suitable one.

In no way will the information recorded be used against your business. The
information is strictly for our SBA purposes. I hope to be able to conduct this
research with your remarkable establishment. We thank you for cooperating with
us.

Yours Faithfully,
Samantha Beveney

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CRITERIA 2- Gathering Information

Methodology

To obtain data, the researchers used a questionnaire which allowed the use of both
qualitative and quantitative data. The questionnaire served as the collection of primary
data. Secondary data was taken from the researchers’ teacher, textbooks and the internet.

I. A questionnaire is a form containing a list of questions for the collection of data.

The questionnaire as a tool for collecting data, it has several advantages:

 Economical
 Less time consumption
 Identity confidentiality
 Scalability (Gathering information from a large audience)
 Easy to extract statistics
 Puts less pressure on respondents
 Greater Validity
 Straight forward

Procedures to collect data

To efficiently gather data for this survey, a lot of extensive measures were
taken by the researchers to get the job done. We received the topic from subject teacher
and researched on the relevant information related to it from the internet, textbooks and
subject teacher.

The researchers first wrote a letter to Banks DIH requesting to carry out observations and
the use of questionnaires for the purpose of the 2019 SBA. A questionnaire was then
constructed to obtain the primary data.

The correspondence was sent to the company on the 16th December, 2018 to gain
approval to conduct the research on the provided date. After being approved, the
researchers delivered 30 questionnaires to the Manager and the staff from the
departments of communication and Operation, dispatch and transport on December 26th.
The questionnaires were answered and collected in no more than two days.

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Questions

What are the channels of communication used within your business?

- Manager and staff within the communication department

Why is communication necessary in the transportation department?

- Manager and staff within transport department

How does the communication in the operation, dispatch and transport department
affect the level of production?
- Manager and staff within the transport department

What are source documents used for in your business?

- Manager and staff within the operation, dispatch and transport department

Is it advised to be always guided by the company policy to use source documents?

- Manager and staff within the operation, dispatch and transport department

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Schedule

Date Activity Comment

December 7, 2018 The researchers selected Gave it to teacher to check
their topic
December 9, 2018 The researchers formulated Teacher checked and
their titles and aims adjusted
December 14, 2018 The researchers formulated Teacher checked and
questionnaire and corrected
correspondence
December 16, 2018 Delivered letter to the Date was accepted for the
organization 22nd of Dec.
December 21, 2018 The researchers read up on New information was
the topic acquired and noted
December 26, 2018 Went to conduct research at Questionnaires were left for
given time 2 days to acquire
information.
December 28,2018 Returned to uplift Research was successful
questionnaires
January 7,2019 Completed criteria 2 Submitted to teacher for
corrections
January 9, 2019 Completed criteria 3 Submitted to teacher for
corrections
January 11, 2019 Corrected criteria 3 Teacher collected and
returned
January 12, 2019 Completed SBA Teacher accepted SBA
January 31, 2019 Submitted SBA SBA was accepted

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Regulations and Policies

During the research and tour around the compound of Banks D.I.H, the researchers
noticed that quite a few regulations and policies were strictly followed by the company.
This portrayed that the company obeys the guidelines and stipulations set by both the
government and its own guidelines.

These regulations and policies are inclusive of being registered for VAT since the
business exceeds the threshold of ten million dollars at the end of a twelve months’
period. This is mandatory because it is categorized as such in section 11 of the VAT Act
of 2005 and was made known to the researchers through a framed certificate with the
legal document on the walls inside of the business.

Within the business, there were certificates and plagues representing achievements and
accomplishments by employees being displayed on the walls and hallways of the
business. Health and Safety precautions were vivid practices done by Banks D.I.H.
Smoking and non-smoking zones were highlighted as well as emergency exits and easy
access to the firefighting equipment. The researchers were satisfied with the respect the
company shows towards the government’s regulations and policies as well as their own.

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Criteria 3- Presentation

Report

A study was made on the operation, dispatch and transport department within Banks
D.I.H. to acquire primary and secondary data for the purpose of our School Based
Assessment (S.B.A). From the forty-five (45) staff within the communication department
of the business, 45 questionnaires were sent in to be answered by the Manager/
Supervisor and the workers within that given area of specialization.
The first limitation encountered by the researchers was the loss of questionnaires due to
varying reasons by the respondents. Hence there wasn’t a satisfactory amount of data
needed for the completion of the project. Secondly, of the forty-five (45) questionnaires
distributed thirty (30) were available to the researchers thus, there was an inaccuracy of
data.

Within the entity, the use of oral, electronic, visual and written channels of
communication were utilized. Out of the thirty respondents, 13 (43%) posit the most
effective way of communication is oral. This suggests that instructions and/or
information is well received better when given orally. The votes can be seen below.

Chart showing the most effective way of Communication in Banks D.I.H.

The oral forms of communication are used mainly for passing instructions, transferring
information and meetings. It is mainly used between managers/supervisions, staff and
shareholders when compared to the others.

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The written form of communication is said to be used for book keeping, to address
private matters, passing of instructions and information, and confirmation of sales,
delivery and purchases. This form of communication is mainly done between Heads of
Departments, staff, suppliers and manager/supervisor.

For visual communication, this is used mainly for the purpose of marketing through
advertising, meeting and for customers with special needs. It is used between
Manger/supervisor, heads or department. Shareholders, staff, customers and suppliers.

Like visual, electronic communication is used by all the persons listed. Its main purposes
are to transfer information from one branch to another, faster and reliable means of
communication, receiving data for purchases, sales and delivery request, for customer
surveys and access to items, and finally, in meetings.

From the data collected, 100% of the persons stated that communication is necessary in
the transportation department to help in the free flow of transportation, to tell drivers
where to go and to be knowledgeable about how much should be transported in specific
areas. Communication affects the level of production positively. This means that without
communication within the department, there would be corruption and errors which would
impact the production level negatively.

With communication within these department, various source documents are used. It is
advised by the company’s policy to always use source documents. Source documents are
initial input to the accounting process and serves as objective evidence of the transaction.
From the 30 respondents, they selected that the main uses of source documents in the
business are to keep records of sales and delivery, for legal proof of contract or
transaction and, to keep important records for regional and international dispatch and
transport.

In the operations department, job cards, planning masters and cost analysis are mainly
used. The planning master is one of the most important documents in the production
process. This department uses it to determine the required materials, machinery and skills
needed for a job. The job card helps management to exercise control over the production
process since it records the amount of material and labour used for a specific job. The
cost analysis is used to form an opinion on whether the cost is aligned with what a
reasonable performance should cost.

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 Graph showing what the employees think are the main Sources used in the
Operations Department

Within the dispatch department, they mainly use the advice note, delivery schedule and
destination sheet compared to the others. The advice note is used to ensure the customer
that the goods have been dispatched and the method used (post or delivery van), this is
usually sent via post or e-mail. They use the delivery schedule to tell/record the name and
address of the customer, the contents for delivery, the distance it has to transported and
the driver’s name and vehicle number. Since the company has its own delivery van, they
use the delivery note to keep a record of the transaction occurred. The customer verifies
the goods before signing the document. They keep one copy and the company keeps the
other as a basis of invoice.

Graph showing what the employees think are the main Sources used in the Dispatch
Department

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As for the transportation department, they mainly use the import/export license, bill of
lading and a manifest. The bill of lading is used for extra security measures to avoid
miscarriage of goods. The import/export license is used so the business can both import
and export goods from overseas. The manifest is used to acquire detailed information
about the cargo being carried on board a ship or airplane.

Chart showing what the employees think are the main Sources used in the
Transport Department

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Recommendations

The researchers would recommend that the factory workers will use more reliable and
effective means of communication for the passing of information. This is to ensure that
customers are suppliers needs are met and to promote sales within the business.

In addition to that, the researchers would recommend shift rotation. Hence, this will
eliminate overworking of employees or any group of workers on the job. This will
increase productivity and profits will be made.

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Office Equipment Used

Telephone Used for reliable and faster This is mostly used by

communications over long employees (especially
distances. dispatch and transport) to
communicate on progresses
and transactions.
Computer Help with the daily tasks This is used by employees
and book keeping as well as to quickly prepare source
complex calculations. documents.
Filing Cabinet To keep documents Offices within the
organized and accessible for communication, operation,
retrieval. dispatch and transport uses
this to organize their
documents for future
reference.
Printer Used to print important This equipment is used by
documents. all staff to print documents.
Shredder Used to destroy confidential This is usually used by the
documents. department heads to rid of
sensitive information.
Photocopier Used to make single or Usually used by employees
multiple copies of to improve functionality and
documents. efficiency.
Risograph This offers unique printing This equipment is usually
options. used by managers to obtain
precise delivery routes.

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Bibliography

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Appendix

Questionnaire

1. What are the channels of communication used within your entity?

[ ] Oral
[ ] Electronic
[ ] Visual
[ ] Written

2. Which of your answers is the most effective means of communicating?

[ ] Oral
[ ] Electronic
[ ] Visual
[ ] Written

3. Why is communication necessary in the transportation department?

[ ] To tell drivers where to go
[ ] Help in the free flow of transportation
[ ] To be knowledgeable about how much should be transported in specific areas

4. How does communication in this department affects the level of production?

[ ] Negatively
[ ] Positively
[ ] No effect

5. What are the oral forms of communication used for?

[ ] Passing instructions
[ ] Transferring information
[ ] Meetings
[ ] Direct communication with customers

6. What are the written forms of communication used for?

[ ] To keep records of business transactions (book keeping)
[ ] To address private matters
[ ] Passing of instructions and information
[ ] Confirmation of sales, delivery and purchases

7. What are the visual forms of communication used for?

[ ] Passing instructions and information
[ ] For the purpose of marketing through advertisement
[ ] Meetings
[ ] For customers with special needs

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8. What are the electronic forms of communication used for?
[ ] To transfer information from one branch to another
[ ] For faster and reliable means of communication
[ ] Receiving data for purchases, sales and delivery request.
[ ] For customers surveys and access to items
[ ] Meetings

9. Which level of organizational structure uses the written form of communication?

[ ] Manager/ Supervisor
[ ] Heads of departments
[ ] Shareholders
[ ] Staff
[ ] Customers
[ ] Suppliers

10. Which level of organizational structure uses the oral form of communication?
[ ] Manager/ Supervisor
[ ] Heads of department
[ ] Shareholders
[ ] Staff
[ ] Customers
[ ] Suppliers

11. Which level of organizational structure uses the visual form of communication?
[ ] Manager/ Supervisor
[ ] Heads of department
[ ] Shareholders
[ ] Staff
[ ] Customers
[ ] Suppliers

12. Which level of organizational structure uses the electronic form of communication?
[ ] Manager/ Supervisor
[ ] Heads of department
[ ] Shareholders
[ ] Staff
[ ] Customers
[ ] Suppliers

13. What are the uses of source documents in your business?

[ ] To keep records of sales and delivery
[ ] For legal proof of a contract or transaction
[ ] To keep important records for regional and international dispatch and transport

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14. Which of the following source documents are mainly used in the operation
department in your business?
[ ] Job cards
[ ] Job cost cards
[ ] Cost analysis
[ ] Planning masters
[ ] Time cards

15. Which of the following source documents are mainly used in the dispatch departments
in your business?
[ ] Delivery schedule
[ ] Destination sheet
[ ] Delivery note
[ ] Advice note
[ ] Insurance certificate

16. Which of the following source documents are mainly used in the transport
department in your business?
[ ] Freight note
[ ] Bill of lading
[ ] Bill of exchange
[ ] Airway bill
[ ] Manifest
[ ] Export and import licenses
[ ] Customs forms
[ ] Certificate of origin

17. Is it advised to be always guided by the company policy to use source documents?
[ ] Yes
[ ] No

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