CONFIDENTIAL OM/OCT 2009/OMT131/SSC131

UNIVERSITI TEKNOLOGI MARA

FINAL EXAMINATION

COURSE OFFICE ADMINISTRATION I

COURSE CODE OMT131/SSC131
EXAMINATION OCTOBER 2009
TIME 3 HOURS

INSTRUCTIONS TO CANDIDATES

1. This question paper consists of three (3) parts : PART A (30 Questions)
PART B (7 Questions)
PARTC(1 Question)

2. Answer ALL questions from all three (3) parts :

i) Answer PART A in the Objective Answer Sheet

ii) Answer PART B and PART C in the Answer Booklet. Start each answer on a new
page.

3. Do not bring any material into the examination room unless permission is given by the
invigilator.

4. Please check to make sure that this examination pack consists of:

) the Question Paper

) an Answer Booklet - provided by the Faculty
) an Objective Answer Sheet - provided by the Faculty

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

This examination paper consists of 10 printed pages
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PART A (30 MARKS)

Answer the following questions in the objective answer sheet provided.

1. A structured representation of the formal authority relationships within an organization

is called a/an

A office flowchart.
B organization chart.
C institutional organization.
D Gantt chart.

2. Lily is a secretary in the HR Department at Trans-Nation Bhd. Her daily tasks require
her to use a computer. Which of the following computer is suitable for her in
completing her job?

A Mainframe Computer
B Microcomputer
C Minicomputer
D Super Computer

3. Jasmin was recently sent through a two-week training program. The training focused
on development of interpersonal skills, communication skills, problem-solving abilities,
time management skills, empowerment, and leadership capabilities. This type of
training is most often geared towards

A first-line managers.
B middle-level managers.
C top-level managers.
D all managers.

4. is the process by which documents are copied or duplicated.

A Document feeder
B Reprographic
C Duplexing
D Filing

5. A is a copy machine feature that separates copies and arranges

them in preferred order.

A Shredder
B Photocopier
C Binder
D Collator

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6. The communication process starts with the

A message.
B source.
C feedback.
D receiver.

7. The tone of voice, pitch, pace, degree of loudness, and accents are known as

A proxemics.
B paralanguage.
C body language.
D object language.

8. The most common form of organizational communication is

A verbal.
B written.
C formal.
D informal.

9. Communication that occurs within official organizational channels and is officially

approved by the organization is known as

A informal communication.
B formal communication.
C horizontal communication.
D vertical communication.

10. Encik Kamal calls Nina into the office. Encik Kamal stays seated behind the desk,
while asking Nina to sit in front of the desk, maintaining the barrier between them.
Encik Kamal is communicating a position through the use of

A proxemics.
B body language.
C paralanguage.
D object language.

11. In communication, feedback occurs when

A an outside noise interferes with communication.

B the channel chosen is appropriate for the message.
C the speaker selects the appropriate words to communicate a message.
D the listener responds to the message sent.

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12. Physical movements, gestures, posture are called

A body language.
B communication distracters.
C the language of space and distance.
D vocal enhancement.

13. A technique used in group decision making is

A the scientific method.

B operations research.
C brainstorming.
D decision trees.

14. Maju Permai Corporation is installing new software programs in all employee
computers. It is most likely that the employees utilizing this software will need

A technical skills training.

B interpersonal skills training.
C problem-solving skills training.
D team-based training.

15. Studies on motivation have found that people often place more value on receiving

A public recognition than monetary rewards.

B criticism than praise.
C monetary rewards than praise.
D monetary rewards than public recognition.

16. "Putting yourself in another person's shoes" allow you the opportunity to

A improve your ability to perform a given task.

B gain an understanding of a basic area of knowledge.
C understand another person's point of view.
D evaluate the accuracy of the information presented.

17. Studies show that praise and criticism can be

A a source of misunderstandings.
B easy-to-use techniques for encouraging work teams.
C effective when used often and equally with all employees.
D positive motivators in the workplace.

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18. Suraida has been falling further and further behind on her job. In an attempt to
improve the situation, she has decided to complete a careful review of how time is
currently being utilized. Suraida is performing a

A job analysis.
B task analysis.
C time evaluation.
D time log.

19. Maintenance contracts for office equipment are an example of

A feedback control measures.

B concurrent controls.
C feedfoward control measures.
D preventive controls.

20. Activities that are taking too much of an individual's day and not actually helping to
attain goals are

A time takers.
B meetings.
C time wasters.
D time logs.

21. Repeatedly putting off performing a task is called

A efficiency.
B time management.
C scheduling.
D procrastination.

22. Pocket-sized, handheld devices that store and organize data such as documents and
contact information are known as

A Personal Datebook Assistants.

B Personal Digital Assistants.
C Professional Digital Assistants.
D Professional Datebook Assistants.

23. A/An meeting is a well-planned activity which involves more than two
people and has an agenda.

A informal
B formal
C problem-solving
D brainstorm

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24. Who has the access to open the petty cash?

A Company Manager
B Petty Cashier
C Account Officer
D Secretary

25. What file is divided into 12 monthly divisions with 31 daily parts for each day of a
month and in a chronological system that keeps track of the future actions?

A Tickler file
B Document file
C Reminder file
D Personal file

26. A/An is used to place a long-distance call to another telephone

number without the intervention of an operator.

A person-to-person call
B direct-distance call
C calling card
D operator-assisted call

27. Below are the strategies to overcome the trouble in communicating because of an
accent EXCEPT

A pronounce words correctly and enunciate clearly.

B speak slowly, but not so slowly.
C try to speak as much as possible.
D avoid long words, complicated phrases or long sentences.

28. The procedure to determine who is calling and the purpose for each call is known as

A identifying yourself.
B screening call.
C placing a caller on hold.
D giving information.

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29. is the process of underlining the important facts and making special
notations in the margin of the letter to indicate the essential information contained in
that document.

A Annotating
B Reading
C Stamping
D Routing

30. Which is the safest way to send first-class mail?

A Priority Mail
B Express Mail
C Registered Mail
D COD Mail

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PART B (30 MARKS)

Answer ALL questions.

QUESTION 1

Write a brief description about open-plan office and enclosed office.

(3 marks)

QUESTION 2

What are the THREE (3) equipment maintenance guidelines in an office?

(3 marks)

QUESTION 3

Identify FOUR (4) common time-wasters.

(4 marks)

QUESTION 4

Define ergonomics of a workstation.

(3 marks)

QUESTION 5

Identify THREE (3) common distractions in an office environment.

(3 marks)
QUESTION 6
List and briefly explain FOUR (4) essential office competencies that are required in today's
office.
(8 marks)
QUESTION 7
State THREE (3) major categories of organizations and briefly explain the goal of each
organization.
(6 marks)

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PART C (40 MARKS)

QUESTION 1

Answer ALL questions.

Sofiya, an administrative assistant, works in a multinational company in Putrajaya. She

handles all the routine mail for her boss, Encik Kamal Lee. Every day, she handles stacks of
mail that are delivered to her office. Besides handling the mail, Sofiya also handles all the
telephone matters for Encik Kamal and other managers in her department.

Both of these main tasks are vital to the operation of her company. Sofiya understands the
importance of completing the mail and telephone duties with speed and efficiency. If she
does not perform efficiently, this can cost the company time and money.

a) Sofiya deals a lot with outgoing mail in the office. Suggest to Sofiya FOUR (4)
advantages of using the computer-generated mailing lists.
(8 marks)

b) There are times when Sofiya faced some problems in sending the outgoing mail
using the Optical Character Reader (OCR). Discuss FOUR (4) reasons why an OCR
is unable to read an address on an envelope.
(8 marks)

c) Sofiya should prepare the outgoing mail efficiently for prompt delivery. Identify and
briefly explain any THREE (3) classes of domestic mail.
(6 marks)

d) What are the THREE (3) elements of voice that Sofiya must pay attention to when
communicating over the telephone?
(6 marks)

e) Identify FIVE (5) items of information that Sofiya should obtain when taking a
telephone message.
(5 marks)

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f) What procedures should Sofiya follow when she has to put a call on hold and end a
call properly?
(4 marks)

g) In controlling the telephone costs, suggest to Sofiya THREE (3) ways to save the
company money on telephone calls.
(3 marks)

END OF QUESTION PAPER

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