Resolve Administrative Problems Workbook (D/506/1956)

1.1: Evaluate the effectiveness of different types of information on an
administrative function:
● Types of information: e.g. text, numbers, graphics, audio, video
● Sources: internal and external; primary and secondary; formal and
informal; team workers; customers and other stakeholders
● Information needs: requirements analysis, e.g. strategic, tactical,
operational; data requirements, e.g. inputs, outputs, processing
activities; information distribution requirements, e.g. location,
department, individual
● Information requirements: needs for information, e.g. internal,
external storing information; information security; accuracy;
relevance; outputs, e.g. payroll, invoicing, ordering, bookings, stock
control, personnel records, goods tracking, decision making,
marketing, customer service
● Ways of storing information: methods, e.g. paper based, ICT; location,
e.g. local, remote, cloud; organisation of information; retrieval;
archive; resources
● Effectiveness of information: people, e.g. users, stakeholders; process,
e.g. flows, procedures, security, testing; technology, e.g. hardware,
software, telecommunications; content, e.g. relevance, validity, level of
detail, accuracy; risk; analysis; reporting; monitoring; reviewing

1.2: Explain the basis for selecting tools, techniques and strategies to
analyse administrative functions:
● Business analysis tools and techniques:
o Business strategies and objectives: strategy analysis, e.g. external
business environment, internal capability; strategy definition;
strategy implementation; performance management
o Investigation: qualitative; quantitative; documenting results
o Consider perspectives: stakeholder identification; stakeholder
analysis; stakeholder management
o Analyse needs: organisation modelling; business process analysis;
business change identification
o Evaluate options: options, e.g. identification, shortlist; business
case, e.g. preparation, presentation
o Define requirements: elicitation; analysis; development; modelling
o Manage change: organisation; people; benefit management and
realisation
● Administrative functions: human resources; sales and marketing;
research and development; production/operations; customer service;
finance and accounts; administration and IT

1.3: Explain the constraints attached to the use of resources needed to
resolve administrative problems:
● Constraints attached to the use of resources:
o Time: management; efficiencies; deadlines; working hours; delays
o People: workforce numbers; skills and knowledge; management;
stakeholders needs; expectations; abuse
o Physical resources: technology; consumables; environmental, e.g.
furniture, premises
o Environment: space; waste; carbon footprint
o Information: sufficiency; accuracy; validity; reliability; sources
o Processes: workflows; productivity
o Costs: budgets operating funds; salary payments; taxation; debt;
credit
o Legal and ethical constraints: relevant legislation; employment
law; fraud

1.4: Explain how to apply risk assessment and management techniques
to identify and resolve administrative problems
● Risk assessment techniques: assessments, e.g. impact, probability;
contingency planning; project management; frequency; scale; how it
affects quality of work; how it affects others
● Risk management: avoidance; reduction; transfer; acceptance;
strategy, e.g. set objectives, identify risks, assess risks, treat risks,
control risks, communicate and monitor

1.5: Analyse the effectiveness of different techniques used to resolve
administrative problems
● Administrative problems: internal, e.g. people, processes, productivity,
environment, resources, time, budget, information; external, e.g.
suppliers, customers, legislation; business objectives
● Measuring effectiveness: objectives; efficiencies; relevance;
appropriateness; review; evaluation; stakeholder perception;
stakeholder satisfaction