CASE STUDY 1

The rise and fall of Apex Inc

This week, I will turn my focus on the private candidates. Remember that
you will have an extra paper to do in lieu of the SBA. This is a CSEC past
paper. I do hope you will be able to answer these questions accurately and
score good marks.

Apex Inc is a large service complex that offers training in the use of office
supplies and equipment. In their first 10 years of existence, they sourced
from a 'pin to an anchor' to ensure that their clients got the best possible
hands-on experience on their latest stocks. Their location was ideal and
business was at its peak. Their experienced staff developed a cordial
relationship with their clients. However, in recent times, with new machines
on the market, and competitors flooding the business environment, clients
were visiting other stores frequently.

Management at APEX Inc conducted surveys of clients' needs, concerns and

suggestions for new and improved services. They realised that for them to
compete with other firms, they would have to offer a variety of services.
That would mean expanding the office space, relocating the machines and
equipping the building with appropriate health and safety measures. This
restructuring would require added capital immediately.

The company was only making a marginal profit. Additionally, salaries for
the competent staff, as well as several scholarships offered to employees,
were posing a huge financial constraint on the company. An immediate
answer would be to increase the fees for training in the use of office
equipment, particularly those clients who have to learn several computer
applications in preparation for the numerous positions available in
information and communication technology (ICT). However, fewer persons
began to register at this company for training - alas! This spelt trouble for
Apex.

Answer ALL questions

1. File folders, treasury tags and CD-ROMs are used at Apex Inc on a daily
basis. State ONE way in which each item is used at the company in the
training of clients.

Supplies Usage

• File folders
 • Treasury tags
• CD-ROMs

(3 marks)

2. Manual typewriters, telex machines, spirit duplicators and PMBX

switchboards have become obsolete. Identify FOUR corresponding modern
replacements and state the purpose of each piece of modern equipment.

Obsolete Modern

• Manual typewriters
• Telex machines
• Spirit duplicators
• PMBX switchboards

3. The layout of furniture and lighting are two ergonomic factors to be

considered in the work environment. State TWO ways in which EACH
contributes to enhancing the workplace.

4. Management of Apex Inc has decided to conduct a survey of clients' needs

and concerns about new and improved services. Identify THREE methods of
gathering information in a survey.

5. Design an instrument with FOUR items to be used in ONE of the methods

that you have identified in 4 above.

6. State THREE health and safety precautions that Apex Inc should
implement to ensure that clients are adequately protected.

7. Identify THREE things, other than increasing fees that Apex Inc could do
to ensure their survival in a highly competitive market.

8. State FOUR computer applications that Apex Inc could offer to their
clients to make them marketable.

9. State FOUR jobs/professions information and communications technology

(ICT). For EACH job/profession identified, state its function.

10. Draft a memorandum to all members of staff, from the managing

director, inviting them to a meeting to discuss the restructuring programme
of the country. The meeting will be held in the main conference room at 2
p.m. on Monday, June 1.
CASE STUDY 1 (ANSWERS)

Question and answer

Hi students. By now this you should be getting ready for the big day. Let me
implore you to study really hard and to make jottings as you go along.
Below are some possible answers to the case study I gave last week for the
private candidates.

1. File folders: To place documents in these for future reference.

Treasury tags: To fasten documents together so as to prevent them from

falling apart.

CD-ROMS: To store information - audio and visual.

2. Obsolete Modern
(i) Manual typewriters Computers - Word processing - generating reports,
making pre-sentations, creating database and
browsing the Internet.
(ii) Telex machines Fax machine - transmitting information in seconds.
Risograph - Printing of documents at a
(iii) Spirit duplicators
faster speed.
PABX switchboard with answering machine -
(iv) PMBX switchboards
Records messages and direct incoming calls.

3. Layout of furniture - Fewer accidents and employees will be more

comfortable, and will produce more.

Lighting - evenly distributed around the room, employees will work more
efficiently.

4. Interview, questionnaires and observation.

5. Instrument - What type of office supplies is used in training of your

clients?

- What modern equipment is used to replace obsolete ones?

- What is the quality of service given to clients?

- How does staff interact with their clients?

6. Provide protective clothing, place safety signs in the appropriate areas
and proper lighting.

7. Advertising offers a wider variety of services and cuts spending.

8. Computer application - Microsoft Word, Excel, PowerPoint and Access.

9. ICT Position Functions

(a) Data-entry operator Enters data for processing
(b) Technicians Attends to technical problems
(c) Computer sales representative Sells hardware/software
(d) Programmer Writes programmes for the computer

10. Memorandum - This document should be headed MEMORANDUM, with

sections stating who it goes to, is coming from and the date. The body
should include place of meeting, date and time, as well as the reason for
meeting.

I hope you were able to get most questions correct. All the best.

Here are some CXC past-paper questions for all candidates writing the
examination this year.

1. (a) List FOUR factors that a business should consider when deciding to
use the World Wide Web as a medium of communication.

(4 marks)

(b) State THREE ways in which an itinerary could be important to a manager

who has to travel abroad to address a marketing group.

(3 marks)

(c) The marketing manager of Modern Trends and Systems Ltd requires a
meeting within two days to continue discussions on the strategy for
marketing the new blue-and-black Jay Jeans. This meeting will take place in
the conference room. At this meeting, the team will elect a member to head
a committee that will put the marketing plan into action so that the jeans
will be available to the public by the end of next month.

Prepare a notice and agenda to circulate to members of the marketing

department, informing them of the manager's intention.

(8 marks)
2. (a) Define the following terms:

(i) Verbatim

(ii) Proxy

(iii) Casting Vote

(3 marks)

(b) List TWO of the duties performed in a meeting by:

(i) The chairperson

(ii) The secretary

(4 marks)

(c) An executive will be attending a regional conference from May 15-18,

2009. Registration for the event must be completed in advance at the
conference venue, Hotel Ces Chez Nous, in Belize. You are required to assist
in making the arrangements for travel.

Prepare a checklist showing FOUR things that you must do to ensure the
executive member attends the conference.

(8 marks)

3. (a) State THREE reasons why a business may find it necessary to deploy
staff.

(3 marks)

(b) State THREE effects of staff welfare programmes within a company.

(3 marks)

(c) The company in which you are employed is currently reorganising the
system of working in the human resources department in an effort to
optimise its human resource. One of the measures that your supervisor is
thinking of is the introduction of an employee appraisal system.

Outline TWO ways in which an employee appraisal system may benefit the

(i) employee
(ii) organisation

(9 marks)

4. (a) Give THREE reasons why it is important for the sales and marketing
office to engage in customer follow-up.

(3 marks)

(b) List THREE duties of a clerk in the sales department.

(3 marks)

CASE STUDY 2

Alternative to the SBA

Hi students. This week I will turn my attention to the private candidates who
will be writing the paper 3 which is the alternative for the SBA. The other
full-time candidates will find this case and the question quite interesting; you
all can attempt these questions.

THE CASE

The head office of Devon Bank will be hosting the bank's 20th annual
general meeting (AGM) and conference at the Vacationers' Paradise,
Churchill Roosevelt Highway, Trincity, Trinidad, from January 25-27, 2010.
The purpose of the event is to communicate new developments in the
organisation, encourage teamwork by building work teams and breaking
down barriers with the 300 delegates from subsidiaries in Trinidad and
Tobago, Jamaica, St Lucia, Grenada, Barbados, and St Vincent and the
Grenadines. The conference must also celebrate the success of the bank,
motivate participants and provide entertainment.

As all heads of departments are expected to attend, the AGM will be held on
the first day of the three-day conference and the activities will follow. All
necessary documents for the AGM will be prepared in packages and made
ready for the conference by December 2, 2009.

Answer ALL questions.

1. The secretary is preparing for the upcoming AGM. Develop a six-point

checklist using the form below to include:
(i) TWO tasks for the day before the meeting

(ii) TWO tasks for the day of the meeting

(iii) TWO tasks for the day after the meeting

Plan of tasks to be done for AGM

2. The following members of the board of Devon Bank will be attending a

breakfast meeting:

DATE TASKS
24 January 2010 Day before meeting:
25 January 2010 Day of the meeting:
26 January 2010 Day after the meeting: (6 marks)

A. Chairman of the board

B. Managing director

C. Financial controller

D. Recording secretary

Using the seating plan in Figure 1, arrange the seating of the members. Pay
attention to designated seating arrangements. Use letters A-D to indicate
the position of the members. The legal advisor is seated at E.

3. Prepare a combined notice and agenda for Devon Bank's AGM which
starts at 10:00 a.m., and will be held in the Battimamzelle Room. Use the
information given in the case. Include FOUR of the usual AGM items. (8
marks)
4. Additional help has been recruited to assist the 'minuting' secretary with
the upcoming Devon Bank 20th AGM and conference. You realise at a
meeting with these assistants that they are unfamiliar with meeting jargon
and you decide to prepare a glossary of meeting terms to be included in
their folders. Prepare the glossary for the following terms:

(a) Point of order

(b) Ad hoc

(c) Lie on the table (3 marks)

5. You need to provide some guidance to the assistants on how to take

minutes. Develop FOUR points to which they can refer. (4 marks)

6. Prepare the minutes using the information from the excerpt given below
of the chairman's agenda from the Devon Bank board of directors' breakfast
meeting.

CHAIRMAN'S AGENDA

A meeting of the board of directors will take place in the board of

directors will take place in the board room on Monday, 4 January
2010, 1t 8:00a.m.
AGENDA
4. Profit & loss
statement at 31 Increased profits noted: No queries - Alan Smart
December 2009 congrats for clear presentation of financial position -
also John Holman in marketing effort

5. Appointment of Six candidates short-listed.

new human resources Proposer - Peter Delphi; seconder - Alan Smart that an
manager ad hoc committee of myself (Raymond Devon), Arnold
Lewis and Tara Bachoo be set up to interview
applicants - carried unanimously
Proposer - Arnold Lewis; seconder - Ken Job that a
6. Retirement of Mr collection be organized and a presentation made -
G. Moon Carried U. Ken volunteered to take charge of
arrangements

(8 marks)

7. Devon Bank noted that over the last three years the attendance at the
AGM has been dwindling. The research unit is gathering data on the possible
reasons why shareholders are not attending. You are asked to write FIVE
questions that can be included on the questionnaire.

(5 marks)

8. As a coordinator in charge of arranging the meetings that are held at

Devon Bank's head office, state FOUR factors you think contribute to the
high absenteeism at the AGMs. (4 marks)

9. Give FOUR recommendations for improving the attendance at AGMs. (4

marks)

10. Give FOUR reasons why the proxy form below is being submitted at the
Devon Bank AGM corporate meeting.
 ANNUAL GENERAL MEETING PROXY

I hereby constitute and appoint the person named below

as my proxy to act on my behalf at the general meeting of
25 January, 2010.

My proxy shall have full authority to vote upon all matters

that may be presented at the named meeting.

Notwithstanding the foregoing, the undersigned hereby

directs the said proxy holder to vote as indicated herein
below on the following matters:

Yes, to the appointment of Mr Raymond Devon as

chairperson of the company.

PLACE AN 'X' ON THE LINE NEXT TO THE CANDIDATE

OF YOUR CHOICE

Mr Jon Burns - 94 Luis Street, Morvant

Ms Cita Khan - 456 Manhambre Road, Princess Town
Ms Peta Barnes - 29 Long Street, Chaguanas

The undersigned has executed his direct proxy:

Name: Mary Phelps

Address: 140 Parlour Lane, Castries, St. Lucia
Signature: Mary Phelps

This is to be returned by: 02 December, 2009 TO: Devon

Bank, POS,

T&T

(4 marks)

CASE STUDY 2 (ANSWERS)

Alternative to the SBA (part 2)

Hi, students! I have provided possible answers to the questions that were
published last week. I am confident you were able to get most if not all
correct.
1.(i) Before the meeting - prepare an agenda, notify participants, prepare
the meeting room

(ii) Day of the meeting - record those present and all absentees, record all
decisions taken

(iii) Day after the meeting - file documents used at the meeting,
implement actions by the deadlines agreed

2. The chairman would sit at the head of the table, to his immediate right is
the recording secretary, to her right the managing director, to his/her right
is the financial controller, the next chair would be left unoccupied and the
legal advisor to the left of the chairman.

3. Give the name of the institution, state that it is the 20th annual general
meeting, the venue and time of meeting. The agenda should include the
following usual items:

• Meeting call to order

• Apologies for absence
• Matters arising
• Reports from the different departments
• Election of officers
• Any other business
• Date and time of next meeting

The agenda should be signed by the secretary and dated.

4. Point of order - A procedure which refers to an interjection during

presentation or debate by a member who does not have the floor.

Ad hoc - A committee which deals with a particular matter over a short

period of time.

Lie on the table - No decision can be taken at the time when something is
brought up for discussion.

5. Guidance to the assistants on how to take minutes:

• Obtain meeting agenda, minutes from the last meeting and any
background documents to be discussed
• Record the main points of the discussion
• Write items in the order in which they were discussed
 • Record the motions made and the names of person who originate
them
• Record whether motions are adopted or rejected
• Transcribe minutes soon after the meeting when your memory of the
event is still fresh
• Record minutes in past tense

6. In addition to the excerpt given (this must form part of the chairman's
agenda) list the names of persons present, as well as all persons absent with
reasons, matters arising, election of officers, any other business, date and
time of next meeting.

7. Five questions that can be included on the questionnaire:

• Have you ever attended an annual general meeting?

• Is the time of meeting convenient for you?
• Do you feel that your contribution is not recognised?
• Is there usually a quorum at the meeting?
• How suitable is the location/venue?

8. Factors that contribute to the absenteeism at the AGM:

• Time of meeting not suitable

• Busy work schedule
• Enough notice not given for meeting
• Manner in which the AGM is conducted

9. Four recommendations for improving attendance at the AGM:

• Give incentives
• Improve public relations
• Use venue that is accessible
• Do survey to find out problems

10. Proxy form:

• Persons unable to attend can appoint someone to vote on his/her

behalf
• To inform the meeting that Mary Phelps' proxy is Cita Khan
• To inform the meeting that her voting preference is Raymond Devon
• Mary is authorising another member to vote on her behalf.