Higher Certificate in Office Administration

Purpose

The purpose of the Higher Certificate in Office Administration is to provide learners with a comprehensive understanding of how a typical office operates. Learners will also be exposed to theory and practices that will develop the skills, competencies and attitudes essential for running an office smoothly.

The Higher Certificate in Office Administration will equip those individuals entering the industry for the first time with the relevant skills required to effectively perform their duties as office administrators. Furthermore, the qualification allows those individuals who are already in the office administration environment to upskill and utilise their newly acquired skills to improve the chances of promotion and shed light on improved methods to do tasks.

Upon completion of the qualification, learners will have a solid foundation of office management concepts. Additionally, having efficient administrators guarantees smooth operations within the organisation. This results in higher levels of customer service.

Furthermore, upon completion of the qualification, learners will have a thorough understanding of policies and procedures that need to be implemented to ensure optimal performance of the office.

Rationale

With unemployment levels reaching high numbers in South Africa, the government has actively promoted South Africans to start their businesses. According to Statistics South Africa (StatsSA, 2020), 28.4% of South Africans are unemployed. This impacts negatively on the standard of living of South Africans. The increase in the crime rate has also been linked with high unemployment rates. Entrepreneurship is seen as a solution to these issues. However, statistics show that only 20% of all new enterprises survive the first five years in operation. This is mainly due to the rapidly changing business environment, with technology and competition being the main contributors.

Therefore, all businesses do need strong support structures to ensure success, regardless of whether businesses are operating within the private or public sectors. Office administrators who are well trained, knowledgeable and proactive will provide support to promote profitability and smooth operation of the business.

Office administration is a crucial day-to-day activity that involves arranging, coordinating and controlling activities so that the goals of the organisation are achieved optimally. Successful office administration ultimately contributes to the overall success of an organisation. Therefore, the activities conducted by an office administrator directly impacts the growth and sustainability of the organisation. Organisations require well-equipped administrators to manage business systems to increase productivity and efficiency, promote employee performance and well-being and ensure a smooth workflow.

There is a need for the upgrading of the skills of office administrators due to the massive changes in the manner in which business is conducted today. Conservative methods are quickly being replaced by contemporary and quicker methods, which facilitate the achievement of goals. Key contributing factors to these changes in the organisational culture include rapid upgrading of technology, easy availability and accessibility of information and change in the mindset of business managers. Understanding the latest trends, keeping up with changes and ensuring that the organisation is still productive is key to the duties of the new age office administrator.

The qualification equips learners with an understanding of the realities of running an office, as well as an understanding of the basic management principles essential for the role of office administrator.

An office administrator can multitask a range of duties involving financial planning, operational planning, and customer service delivery and reporting. Therefore, the typical office administrator must be ready for problem solving, teamwork and have an eye for detail.

Prospective learners are those individuals who are interested in pursuing a career as an office administrator, or those individuals who are looking to upgrade existing skills as an office administrator. Successful candidates will enhance skills to help increase their employment prospects. The qualification enables learners to pursue further studies in related commerce qualifications, for example, Bachelor of Commerce in Business Management.

Recognition of Prior Learning (RPL)

The fundamental underlying principle of the Recognition of Prior Learning (RPL) is the granting exemption for modules for which it is determined a potential learner meets the exit criteria. All forms of informal and non-formal learning to admission into its qualifications are recognised. RPL for admission will be applied to learners seeking entrance into the qualification.

Prior learning will be recognised to establish whether candidates are competent in the following areas

• Foundational competence: understanding what they are doing and why they are doing it, that is, what theoretical knowledge they have;
• Practical competence: ability to perform a set of tasks and making decisions;
• Reflexive competence: ability to integrate or connect knowledge and skills so that learning is achieved from actions and the ability developed to adapt to changes and unforeseen circumstances, i.e. the transfer of learning from one context to another.

Entry Requirements

The minimum entry requirement for this qualification is

• National Senior Certificate; NQF Level 4.

Or

• National Certificate (Vocational), NQF Level 4.

Or

• Senior Certificate, NQF Level 4.

This qualification consists of the following compulsory modules at NQF Level 5 totalling 120 Credits.

Compulsory Modules, Level 5, 120 Credits

• Business Communication, 10 Credits.
• Office Management and Administration 1A, 15 Credits.
• Marketing and Public Relations, 15 Credits.
• Human Resources Management, 15 Credits.
• Office Management and Administration 1B, 15 Credits.
• Office Finance, 20 Credits.
• End-user computing, 15 Credits.
• Experiential learning, 15 Credits.

1. Demonstrate knowledge of the core concepts of Office Administration.
2. Understand the role of marketing, marketing opportunities, the marketing mix, and developing and controlling marketing plans and programmes.
3. Demonstrate knowledge and understanding of relevant business-related laws and policies.
4. Show understanding of the concepts and principles of management policies and practices and understand the importance of bookkeeping in the office environment.
5. Function in a multidimensional office environment with other employees.
6. Identify and formulate communication needs, contribute to developing communication tools and be able to communicate and disseminate information in the context of the business office environment.
7. Display understanding of the business environment for sound business practices.
8. Demonstrate knowledge and understanding of fundamental information systems concepts in the business environment such as communication, data management, data presentation, security and privacy.

Associated Assessment Criteria for Exit Level Outcome 1

• Discuss the roles and functions of Office Administrators.
• Distinguish between the role and function of a receptionist and administrator.
• Analyse and demonstrate understanding of record management systems.

Associated Assessment Criteria for Exit Level Outcome 2

• Describe the internal and external marketing environment.
• Define the seven P's of the marketing mix.
• Analyse the role of public relations and mass communication.
• Demonstrate how to formulate a strategic marketing plan.
• Discuss the importance of customer service within the modern organisation.

Associated Assessment Criteria for Exit Level Outcome 3

• Discuss the law of contract.
• Identify remedies for breach of contract.
• Assess termination of contracts.
• Recognise the different types of contracts and agreements.
• Distinguish between intellectual property and competition law.
• Evaluate environment law relevant to office administration.
• Explain the importance of operations management for a business.
• Identify the components of an operations management model and explain what each entail.
• Distinguish between the six general's operations management performance objectives.
• Explain the system of classifying process types according to manufacturing and services and how this may assist operations managers.
• Apply ethical considerations in all transactions and processes.
• Demonstrate how to create evidence and maintain confidentiality.
• Discuss the aspects involved in operations design and how it needs to be managed to develop effective design products and services as well as operations processes.
• Explain the importance of the purchasing and supply chain function within an organisation.
• Discuss the management tasks of the purchasing and supply manager.
• Explain control in the purchasing and supply function.
• Analyse each component in the purchasing process.
• Explain the concept of strategic thinking and strategic management.
• Discuss the importance of, and activities involved in, each step in the strategic management process.
• Explain the importance of alignment in strategic management.
• Evaluate a vision and mission statement for an organisation.
• Identify the strategy of an organisation using Porter's generic strategy framework.

Associated Assessment Criteria for Exit Level Outcome 4

• Demonstrate a basic understanding of financial accounting.
• Recognise methods to control inventory and manage overhead costs.
• Distinguish between and describe the different financial markets.
• Determine how and when to use typical office source documents.
• Explain budgeting and standard costing.
• Distinguish between job costing, activity costing and process costing.
• Discuss the preparation of contract accounts.
• Distinguish between and describe the fundamental principles of financial management.
• Identify and discuss the concepts of financial management.
• Calculate the break-even point for an organisation.
• Describe the concept of the cost-volume profit relationship in financial management.
• Explain the various statements used to analyse, plan and control organisations.
• Distinguish between and describe the different short-term and long-term financing methods.
• Discuss the sources of finance for small businesses.

Associated Assessment Criteria for Exit Level Outcome 5

• Evaluate the development of human resource management.
• Distinguish the strategic approach to human resources from the traditional approach to human resource management.
• Discuss the key human resource management functions.
• Explain the different roles of the human resource department.
• Identify the challenges/issues facing human resources today.
• Explain the trends relevant to the growing importance of human resource management.
• Discuss the professionalisation of human resource management.
• Identify project priorities by considering a range of options to make operational decisions.
• Apply human resources management concepts, principles and methodologies to decision making within a commercial context.
• Understand fundamental financial and business management principles.
• Apply financial management concepts, principles and methodologies to decision making within a commercial context.
• Discuss general management functions of an entry to middle manager.
• Apply business management principles and decision-making frameworks to manage operational risks.

Associated Assessment Criteria for Exit Level Outcome 6

• Define language and communication.
• Understand organisational communications.
• Evaluate interpersonal communications in the workplace.
• Understand the reading, writing and listening processes.
• Demonstrate understanding of stakeholder communications.
• Analyse conflict negotiation processes.
• Understand the contribution of each team member towards the overall team or project objective.
• Create various types of business-related documents.
• Communicate both written and spoken word effectively.
• Gather data from research and compile it for decision-making processes.
• Discuss general management functions of a supply chain and logistics manager.
• Identify project priorities by considering a range of options to make the operational decision.

Associated Assessment Criteria for Exit Level Outcome 7

• Demonstrate knowledge and understanding of the concepts, principles and practices of the main management activities.
• Describe the various business functions.
• Apply the principles of management activities within the business environment.
• Evaluate the effectiveness of business practices.

Associated Assessment Criteria for Exit Level Outcome 8

• Discuss end-user- computing-related concepts.
• Use the internet and e-mail effectively in a work environment.
• Use word processing, spreadsheet and presentation software.

Integrated Assessment

The qualification outcomes will be assessed in an integrated manner. These will include formative and summative assessments.

Formative Assessments

• Group assignments.
• Individual assignments.
• Tests.

Summative Assessments

• Examinations will be carried out.