Institute of Business

Management
of Southern Africa

Established 1973

FET Certificate: Office Administration

ID 55712 LP 58344
NQF Level 4 | Credits 151

Module 4 – Summative Assignment

Standards and Ethics
Unit Standards: 242815 | 242829 | 242811 | 242821
LEARNER
Name and Surname

IBM number 112755

ID number

Email

Date submitted to IBM

ASSESSOR
Name and Surname

Signature
SETA Reg. No.

1st Assessment Date ☐ NYC ☐

C

2nd Assessment Date ☐ NYC ☐

C

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Overview

This Assignment has been designed and developed to evaluate your level of understanding of this
module.

US Title NQF Credits

242815 Apply the organisation’s code of conduct in a work environment. 4 5

242829 Monitor the level of service to a range of customers. 4 5

242811 Prioritise time and work for self and team. 4 5

242821 Identify responsibilities of a team leader in ensuring that organisational 6

4
standards are met.

Total Mark

This summative assessment carries a total mark of 95 points. In order to meet the pass mark,
learners are required to achieve a minimum of 70% of the total marks. You therefore have to attain
at least 67 marks for this assignment.

Make sure of the following when uploading your completed assignments:

 Save your answers, with the completed Cover Page and Assessment Preparation Checklist as
one PDF document.
 You need to complete your LEARNER details on the COVER PAGE and read all the information
on the Checklist, then tick YES/NO at each point.
 Save your document as the specific assignment you are uploading – for example Module 2
Summative Assignment.
 Upload the assignment under the correct heading – do not upload Module 2 summative
assignment under Module 5 heading (upload at the same place you downloaded the
assignment)
 Number all pages
 Clearly mark all questions, tasks and appendixes

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 Good Luck with your assignment!!
Assessment Preparation Checklist (tick YES/NO)

DESCRIPTION YES NO COMMENTS/CONTINGENCY

This assessment is a summative assessment, and it is based on the outlined unit ☒ ☐
standard/s for the Standards and Ethics module of FET Certificate Office
Administration.
I am ready for this assessment and understand the assessment process. I am ☒ ☐
happy that the assessment will be conducted in a fair manner.
I am aware that the assessor will provide me with feedback about the ☒ ☐
assessment and of the moderation process and understand that the moderator
could declare the assessment decision invalid.
You will be assessed based on the outlined Unit Standards. The assessment ☒ ☐
activities are linked to specific outcomes/assessment criteria of the outlined Unit
Standards.
To be declared competent on this module (summative assessment), you should ☒ ☐
have obtained at least 70% of the total mark of this assessment.
You will be provided with detailed feedback on your performance of this ☒ ☐
assessment through written feedback.

Should you be declared “not yet competent” on this assessment, you will be ☒ ☐
entitled for re-assessment opportunity/ies.
You will be required to re-submit evidence (only for areas) you were declared ☒ ☐
not yet competent. A date for re-submission will be agreed with the assessor.
You will be entitled to lodge an appeal should you not be satisfied with the ☒ ☐
assessment decision of your assessment. See appeals process in the Orientation
guide.
You will be required to provide the assessor feedback on assessment procedure ☒ ☐
– this is to assist in improving the assessment practices.
Your results of assessment and portfolio of evidence information will not be ☒ ☐
provided to any person without your written consent.

Please complete all work in black pen or typed format. The assessor will ☒ ☐
not assess the evidence if completed in pencil.
Submit your answers together with the Cover page and completed Assessment ☒ ☐
Preparation Checklist on the Student Portal on the website.
You are not allowed to copy from another learner. Any plagiarism committed ☒ ☐
will be viewed in a serious light and disciplinary action may be taken against you.
Your work must be authentic - your own work. Your answers must be your own
original work.

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 Summative Assignment
Module 4
Answer all questions and submit on your Student Portal, together with the relevant completed
documents.

Question 1: Briefly explain what you understand a ‘Moral Compass’ to be. (2)

A moral compass is a person’s internal guide that helps them distinguish right from wrong and make ethical
decisions based on their values, beliefs, and principles.

Question 2: List the three components that comprise the moral compass. (3)

 Principles
 Values
 Beliefs

Question 3: Name at least three examples of things that a team leader should look at when identifying a
team member’s position on the moral compass. (3)

 Integrity
 Work ethic
 Humility

Question 4: What do companies use workplace ethics for? (3)

1. Guiding Employee Behavior:

2. Building a Positive Company Culture
3. Enhancing Reputation and Trust

Question 5: What is the main purpose of a code of conduct in a workplace? (2)

Question 6: Give three examples of what a typical code of conduct will have policies and procedures on. (3)

Question 7: Give an example of a concept that should form part of a company’s code of conduct to be in
line with the constitution. (1)

Question 8: What does the Bill of Rights in our Constitution state regarding protection of an individual’s
rights? (2)

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Question 9: What is the responsibility of a Company with regard to violation of the Code of Conduct? (1)

Question 10: What is a Standard Operating Procedure? (3)

Question 11: What is the purpose of a Disciplinary Code in an organisation? (2)

Question 12: Explain the difference between external and internal customers. (2)

Question 13: What is a supply chain? (5)

Question 14: What is the function of a supply chain management system? (2)

Question 15: What is a key performance area in a customer service environment? (1)

Question 16: List 3 important factors in maintaining customer service levels. (3)

Question 17: What are 2 possible consequences of poor customer service? (2)

Question 18: Why is it important to continuously measure customer satisfaction levels? Give at least 2
reasons. (2)

Question 19: Briefly discuss Customer Surveys as a way of measuring Customer Satisfaction. (4)

Question 20: What is the first step in corrective action when a complaint is received? (2)

Question 21: Why should feedback on customer complaints be given to team members? (2)

Question 22: List 6 things to keep in mind when giving feedback to a team member. (6)

Question 23: Why is it important to keep track of the time that you spend on various activities at work? (2)
Question 24: Give three examples of planners that you can use to better manage your time. (3)

Question 25: Explain the 4 quadrants of Stephen Covey’s Time Management Matrix? (8)

Question 26: Name five of the ten top time waster in the office. (5)

Question 27: Give 3 examples of external forces that could have an impact on your time management. (3)

Question 28: Briefly explain what the Pareto Principle is, and how it can help you manage your time. (5)
Question 29: Give 2 examples of tasks that are typically important but not urgent. (2)
Question 30: Why is it important to analyse or monitor your time management plans? (3)

Question 31: Briefly discuss four aspects that the team leader should keep in mind when putting together a
team, in order to have a well-functioning team that produce superior results. (8)

Total: 95

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 FOR IBM USE
FET Certificate Office Administration NQF 4
Assessor Feedback

Module 4 – Standards and Ethics

Student Name:
Id Number: IBM number:
Unit Standards: 242815 | 242829 | 242811 | 242821
Date:
Marks:
Competent Not Yet Competent
Percentage:
Assessor name: Signature:

Date:
Comments:

Moderator name: Signature:

Date:
Comments:

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