School Base Assignment

Office Administration

Name: Camaya Rumble

School: Tarrant High School
Topic: An investigation into the roles of the sales marketing and customer service
department in the satisfaction of customers Digocel
Teacher: Miss Warner
 Table of Content

Content page
 Criteria 1- Preparation
The Aim 1
Function of Department 2
Correspondence 3
 Criteria 2-Gathering Data
Questionnaire 4-6
Methodology 7
Schedule of Activities 8
Regulation and Policies 9

 Criteria Three: Presentation

Report 10
Findings 11
 Limitations
 Recommendations
Impact of Office Equipment 12
Bibliography 13

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 Aim
 To determine how feedback from customer service would help improve the
business.
 To identify the core function of the sales, marketing and customer service.
 To build a relationship with the company, that the focus of the company is on
helping them and meeting their needs.

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 Function of the Department

Marketing Department
The main function of the marketing department include:
 Advertising
 Publishing
 Organizing promotional activities
 Packaging and labelling
 Analyzing market information

Customer Service
The main function of the customer service include:
 Communicating with both customer and company
 Take care of the customer complains
 Ensure customer satisfaction

Sale Department
 Liaising sales records
 Monitoring stocks control
 Maintaining sales record

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 Letter of Correspondence

59 Hagley park road

Kingston 10
St .Andrew
Jamaica

The Manager
Digocel
Shop 14 Upper Manor park plaza
186 constant spring road Kingston

Dear Sir/Madam:
I am a fifth form student of the Tarrant high school who will be
sitting the Caribbean Examination Council Exam (CSEC) in Office Administration
this year. It is a requirement of CSEC that all student sitting Office administration
should carry out a research project at a business entity.
I am therefore seeking your permission to use your company as my research
site to conduct an investigation on the roles of the sales marketing and customer
service department in the satisfaction of customers. Method of collecting
information will be by questionnaire, interview and observation I assure you that
all information given will be only used for my research. It will be greatly
appreciated if you would grand me permission to do the interview you can contact
me at 8765331626 or at my email at [email protected]. I am looking
forward to your response

Yours truly
………………………..
Camaya Rumble 3
Questionnaire
My name is Camaya Rumble. 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. Your responses will be kept in the
strictest of confidential since no names are require. Please put a tick in the
appropriate box and answer all other question

1. Sex:
Male ( ) Female ( )

2. Age:
17-20 years ( ) 21-24 year ( ) 23-30 year ( ) 31 year ( )

3. Department:
Marketing ( ) Customer Service ( ) Sale ( )

4. Job title:
…………………………………………..

5. Year of Service:
…………..

6. Have you ever been rude to any of your clients?

Yes ( ) no ( )
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7. Are record and information management done in your company?
Yes ( ) no ( )

3. If yes how is it done?

Manually ( ) Electronically ( )

4. How are your filing cabinets and supplies organized?

Horizontal ( ) vertical ( ) lateral ( ) open shelves ( )

5. How often are the types of equipment used in your office?

Scanner ( ) shedder ( ) computer ( ) printer ( )

6. Are customer feedback establish in the business to help promote sales?

Yes ( ) no ( )

7. Do the workers of the office follow the staff ruled?

(a) No (b) yes (b) not all the times

8. What is the main function of the customer service in the organization?

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9. What is the main function of the marketing department in the organization?

10. What is the main function of the sale department in the organization?

11. Identify and health and safety regulation followed in your organization.

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Methodology
The SBA was conducted at here is where I meet the supervisor and the sales
marketing and customer service department.
Questionnaires were later given out to gather information. A questionnaire
assisted me of gathering any information. Each person was given a questionnaire
that should be completed and return to me.
There was a maximum of 24 questionnaires handed out to 24 staff members
including the supervisor of Digicel

Schedule of Activities
 DATES ACTIVITIES COMMENTS

March 12, 2021 Teacher was approved of Said it was ok

my topic
April 14, 2021 Letters were Delivered Letters were received by
To the business and an the receptionist. The
appointment was made manager and staffs.
to see manager.
April 18, 2021 Questionnaires were Employees received
printed and given to questionnaires and
employees with complete them.
permission from the
manager and obeying
covid-19 protocols.
April 19, 2021 Collected all the Questionnaires were
questionnaires that was completed and had the
given to the employees relevant information.
April 19,2021 Observed personnel Information gathered on
service
April 19, 2021 Observed business Various activities were
activities well observed
April 19, 2021 Questioned the manager Important information
about the rules was gathered
regulations and polices
about the business
April 19, 2021 Told everyone within the They all responded and
organization that I was thanked me for visiting
leaving and it was nice their workplace and wise
working them and me to have a good day.
thanked them for their
cooperation
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Regulation and Polices Governing the Business
In any business there are rules and regulations the business, workers, visitors its
activities and its consumers. The following are the rules and regulations governing
this business:
Legislation
One legislation governing the workplace is International Financial Reporting
Standards (“IFRS”). They report under International Financial Reporting Standards
(“IFRS”) as issued by the International Accounting Standards Board (“IASB”), and
unless otherwise indicated, all financial data and discussions relating thereto in
this prospectus are based upon financial statements prepared in accordance with
IFRS, as issued by the IASB.

Health and Safety Practice

One of the health and safety practices observed was that fire safety provisions were
available for maximum protection against fire. Equipment such as fire
extinguishers and fire alarms were placed on the walls inside the building.

Staff Rules
One staff rules was “No eating or drinking in the office”.

Report

The business I research is Digicel. Digicel is a Caribbean mobile phone network

and home entertainment provider operating in 33 markets across the Caribbean,
Central America, and Oceania regions. The company is owned by Irish
businessman Denis O'Brien, is incorporated in Bermuda, and is headquartered in
Jamaica. They have products such has Mobile, Fixed Broadband, Wireless
Broadband, Satellite Television, Cable, Mobile Money, Home Security.
The company launched in April 2001 in Jamaica. In March 2003, Digicel
expanded to St. Lucia and St. Vincent. In 2005, Digicel purchased Cingular
Wireless' Caribbean and Bermuda operations.
In May 2006, Digicel began operations in Haiti. Between 2006 and 2008, Digicel
expanded into the Central American mainland, as well as the Pacific. In September
2006, it acquired an unrelated mobile phone provider Digicel Holdings in El
Salvador.
In 2007, Digicel acquired U*Mobile in Guyana, and launched in Suriname in
December.

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 Findings

Q7 from questionnaires: Do the workers of the office follow the staff rules?
 Do the workers of the office follow the staff rules

No No
Not all the times 33% Yes
42% Not all the times

Yes
25%

Limitation
Due to covi-19 restriction I couldn’t get the amount of person I wanted for this
research project

Recommendations
It wasn’t easy but I kept my distances and obey the protocol I took my mask and
hand sanitizer and I had to make sure everyone I interviewed was wearing a mask.

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Impact of Office Equipment

Date Equipment Used Purpose of Suitability for tasks

Equipment
 computer The purpose of a A computer is suitable
2014-02-14 computer is to To be used in a business
increase work because it helps a business
production and help keep track of their files,
the businessman document schedules and
save time. It store deadline inexpensively.
information in an Furthermore, it allow the
organize manner business to keep their
saving space, allow information in a very organize
easy retrieval of manner that save space which
data and process lead to a better time
information management and production
whenever necessary. as retrieval of data is simple

2014-02-14 printer The purpose of a It enable us to print

printer is to take documents, such as
computer data and permanent record that area
generate a hard copy relevant to the business
of that.
2015-04-5 Shredder The is used to shred This is used to destroy
paper into narrow private, confidential or other
strip to make it sensitive document no longer
unreadable. needed.
Scanner A scanner is a Scanners are suitable to use as
2014-02-14 computer hardware companies have large amount
that uses reflected to of paper record that takes up a
capture images and considerable amount of space
translate them into and finding the right
files a computer can document can be slow, so by
read or display. using a scanner, the business
can avoid long hours taken to
find documents.

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Bibliography

Digicel Jamaica
https://en.wikipedia.org/wiki/Digicel
Longman Office Administration for csec 2nd edition

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