Diploma in Business Administration Level 4

Module 1 (Mandatory)

Resolve administrative problems

Understand the principles underpinning the resolution of administrative problems

1. Evaluate the effectiveness of different types of information on an administrative function
2. Explain the basis for selecting tools, techniques and strategies to analyse administrative functions
3. Explain the constraints attached to the use of resources needed to resolve administrative problems
4. Explain how to apply risk assessment and management techniques to identify and resolve administrative problems
5. Analyse the effectiveness of different techniques used to resolve administrative problems

Be able to identify administrative problems

1. Collect information relevant to the administrative problem
2. Use analytical techniques that are appropriate to the administrative problem
3. Clarify whether an administrative problem is recurrent, intermittent or a sole instance
4. Identify patterns of issues and problems
5. Identify the likely cause of an administrative problem

Be able to resolve administrative problems

1. Select a strategy that is appropriate for the nature, scale, seriousness and priority of the administrative problem
2. Develop a plan that addresses the administrative problem whilst minimising disruption to business
3. Identify success criteria that are capable of measuring the effectiveness of solutions to solve administrative problems
4. Implement a problem-solving plan within the agreed timescale and constraints
5. Take action to ensure that systems and processes are capable of preventing future reoccurrences
6. Evaluate the effectiveness of problem-solving activities
7. Adhere to organisational policies and procedures, legal and ethical requirements when resolving administrative problems

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Module 2 (Mandatory)

Manage the work of an administrative function

Understand the management of an administrative function

1. Evaluate the way in which the purpose and values of an organisation affect the design and delivery of administrative services
2. Analyse the role of IT systems in the delivery of administrative services
3. Explain how budgetary constraints affect administrative functions
4. Analyse techniques to manage team members
5. Evaluate the role of stakeholder feedback in the design and delivery of administrative services
6. Explain techniques used to monitor and evaluate administrative work
7. Explain techniques to manage bottlenecks and downtime in a way that meets volume targets and quality standards

Be able to organise the work of an administrative function

1. Agree specific, measurable, achievable, realistic and time-bound (SMART) objectives with their team
2. Specify how business targets and objectives will be achieved
3. Develop systems and standard operating procedures for administrative processes that meet organisational and legal requirements
4. Set key performance indicators (KPIs) that are capable of measuring the progress and efficiency of the work of an administrative function
5. Obtain resources likely to enable targets and objectives to be met within the agreed timescale
6. Allocate workloads in a way that is likely to meet targets, deadlines and budgetary constraints

Be able to manage administrative workflows

1. Manage workflow in a way that is likely to meet volume targets and quality standards
2. Minimise downtime and productivity waste
3. Provide support that facilitates the development of team members and the achievement of targets and objectives
4. Produce timely management reports that address workflow information requests
5. Use feedback to prevent and resolve problems
6. Evaluate the efficiency and effectiveness of administrative services
7. Implement improvements to administrative services based on the results of evaluation
8. Adhere to organisational policies and procedures, legal and ethical requirements in managing administrative workflows

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Module 3 (Mandatory)

Manage personal and professional development

Be able to identify personal and professional development requirements

1. Compare sources of information on professional development trends and their validity
2. Identify trends and developments that influence the need for professional development
3. Evaluate their own current and future personal and professional development needs relating to the role, the team and the organisation

Be able to fulfil a personal and professional development plan

1. Evaluate the benefits of personal and professional development
2. Explain the basis on which types of development actions are selected
3. Identify current and future likely skills, knowledge and experience needs using skills gap analysis
4. Agree a personal and professional development plan that is consistent with business needs and personal objectives
5. Execute the plan within the agreed budget and timescale
6. Take advantage of development opportunities made available by professional networks or professional bodies

Be able to maintain the relevance of a personal and professional development plan

1. Explain how to set specific, measurable, achievable, realistic and time-bound (SMART) objectives
2. Obtain feedback on performance from a range of valid sources
3. Review progress toward personal and professional objectives
4. Amend the personal and professional development plan in the light of feedback received from others

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Module 4 (Mandatory)

Communicate in a business environment

Understand business communication models, systems and processes

1. Analyse the communication needs of internal and external stakeholders
2. Analyse the different communication models that support administration
3. Evaluate the effectiveness of different communication systems
4. Explain the factors that affect the choice of communication media
5. Explain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications
6. Explain the factors to be taken into account in planning and structuring different communication media
7. Explain ways of overcoming barriers to communication
8. Explain the use of communications theories and body language
9. Explain proof-reading techniques for business communications

Be able to communicate in writing in business

1. Identify the purpose and audience of the information to be communicated
2. Select communication media that are appropriate to the audience and information to be communicated
3. Present information in the format, layout and style that is appropriate to the information to be communicated
4. Follow agreed business practices when communicating in writing
5. Adapt the style and content of a communication, appropriate to specific audiences
6. Present written communications that are clear, expressed in correct grammar and reflect what is intended
7. Meet agreed deadlines in communicating with others

Be able to communicate verbally in business

1. Identify the nature, purpose, audience and use of the information to be communicated
2. Use language that is correct and appropriate for the audiences needs
3. Use appropriate body language and tone of voice to reinforce messages
4. Identify the meaning and implications of information that is communicated verbally
5. Confirm that a recipient has understood correctly what has been communicated
6. Respond in a way that is appropriate to the situation and in accordance with organisational policies and standards

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Module 5 (Optional)

Manage information systems

Understand the management of information systems

1. Explain the uses of an information system
2. Describe typical information system interfaces
3. Analyse the implications of system updates and system developments to an organisation
4. Analyse the use of stakeholder’s feedback on the effectiveness of an information system
5. Evaluate the implications of data protection requirements for the management and use of an information system

Be able to set up information system processes

1. Develop standard operating procedures for administrative processes that meet organisational and legal requirements
2. Implement management processes that are capable of identifying and resolving problems
3. Analyse users training needs for an information system

Be able to manage an information system

1. Monitor the quality of information against agreed key performance indicators (KPIs)
2. Update information systems in line with business and users needs
3. Provide training and support in the use of information systems to users and stakeholders
4. Manage problems in the information system in a way that minimises disruption to business
5. Evaluate the effectiveness of an information system
6. Make recommendations for improvements that will enhance the efficiency of an information system
7. Adhere to organisational policies and procedures, legal and ethical requirements in the management of an information system

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Module 6 (Optional)

Manage an office facility

1. Explain the requirements of establishing and implementing office management procedures
2. Explain how to manage the effectiveness of work and systems
3. Explain how to manage any constraints attached to office facilities and related budgets
4. Explain the factors to be taken into account in the design of office systems, procedures and guidance documents
5. Explain how to create an environment that is conducive to productive work

Be able to manage and maintain an office facility

1. Maintain equipment and consumables to agreed levels
2. Establish systems to evaluate the effectiveness of office systems and procedures
3. Review the effectiveness of office systems and procedures to meet users needs, adapting them to meet changing demands
4. Manage the maintenance of office equipment to meet users needs and expectations
5. Manage effective relationships with suppliers
6. Take action to ensure that administrative services are provided to agreed standards

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Module 7 (Optional)

Manage events

Understand the management of an event

1. Explain how organisational objectives will be met by an event
2. Explain the flexibilities and constraints of an events budget
3. Evaluate the use of project management techniques in event management
4. Analyse how models of contingency and crisis management can be applied to event management
5. Analyse the use of customer relationship management (CRM) systems to attract attendees
6. Evaluate the application of the principles of logistics to event management
7. Describe the insurance requirements of an event

Be able to manage the planning of an event

1. Identify the purpose of an event and the key messages to be communicated
2. Identify target attendees for an event
3. Assess the impact of an event on an organisation and its stakeholders
4. Establish requirements for resources, location, technical facilities, layout, health and safety
5. Identify how event-related risks and contingencies will be managed
6. Develop an event plan that specifies objectives, success and evaluation criteria
7. Make formal agreements for what will be provided, by whom and when
8. Determine methods of entry, security, access and pricing

Be able to manage an event

1. Manage the allocation of resources in accordance with the event management plan
2. Respond to changing circumstances in accordance with contingency plans
3. Deliver agreed outputs within the timescale
4. Manage interdependencies, risks and problems in accordance with the event management plan
5. Comply with the venue, insurance and technical requirements
6. Apply the principles and good practice of customer care when managing an event
7. Adhere to organisational policies and procedures, legal and ethical requirements when managing an event

Be able to follow up an event

1. Ensure that all post-event leads or actions are followed up
2. Optimise opportunities to take actions that are likely to further business objectives
3. Evaluate the effectiveness of an event against agreed criteria

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Module 8 (Optional)

Manage team performance

Understand the management of team performance

1. Explain the use of benchmarks in managing performance
2. Explain a range of quality management techniques to manage team performance
3. Describe constraints on the ability to amend priorities and plans

Be able to allocate and assure the quality of work

1. Identify the strengths, competences and expertise of team members
2. Allocate work on the basis of the strengths, competences and expertise of team members
3. Identify areas for improvement in team members performance outputs and standards
4. Amend priorities and plans to take account of changing circumstances
5. Recommend changes to systems and processes to improve the quality of work

Be able to manage communications within a team

1. Explain to team members the lines of communication and authority levels
2. Communicate individual and team objectives, responsibilities and priorities
3. Use communication methods that are appropriate to the topics, audience and timescales
4. Provide support to team members when they need it
5. Agree with team members a process for providing feedback on work progress and any issues arising
6. Review the effectiveness of team communications and make improvements

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Module 9 (Optional)

Champion customer service

Understand how to champion customer service

1. Evaluate the importance of viewing operations from the customers viewpoint
2. Analyse the role of service partners in providing customer service
3. Evaluate the effectiveness of information collection systems and reports
4. Describe organisational decision-making processes and limits of their own authority
5. Assess the suitability of a range of monitoring techniques to identify opportunities for customer service improvements
6. Describe activities that give added value to the service chain

Be able to identify the scope for improvements to customer service

1. Monitor customer service delivery to identify issues that are important to customer service
2. Analyse the implications of improvements to customer service
3. Identify customer service issues relating to new products and/or services
4. Identify the strategic and managerial implications of changes to customer service and the service offer

Be able to champion customer service

1. Promote the role of customer service within an organisation’s operational plans
2. Inform individual staff members about their role in championing customer service
3. Promote the benefits of effective customer service
4. Provide validated customer service advice and information to colleagues
5. Support others to identify areas for improvement to customer service
6. Monitor the effectiveness of advice and information given
7. Take actions to ensure that customer service delivery meets agreed standards

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Module 10 (Optional)

Manage individuals’ performance

Understand the management of underperformance in the workplace

1. Explain typical organisational policies and procedures on discipline, grievance and dealing with underperformance
2. Explain how to identify causes of underperformance
3. Explain the purpose of making individuals aware of their underperformance clearly but sensitively
4. Explain how to address issues that hamper individuals’ performance
5. Explain how to agree a course of action to address underperformance

Be able to manage individuals’ performance in the workplace

1. Agree with team members specific, measurable, achievable, realistic and time-bound (SMART) objectives that align to organisational objectives
2. Delegate responsibility to individuals on the basis of their expertise, competence, skills, knowledge, and development needs
3. Apply motivation techniques to maintain morale
4. Provide information, resources and on-going mentoring to help individuals meet their targets, objectives and quality standards
5. Monitor individuals progress towards objectives in accordance with agreed plans
6. Recognise individuals’ achievement of targets and quality standards
7. Adhere to organisational policies and procedures, and legal and ethical requirements when managing individuals’ performance in the workplace

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Module 11 (Optional)

Procure products and/or services

Be able to identify procurement requirements

1. Explain current and likely future procurement requirements
2. Decide whether the purchase of products and/or services offers the organisation best value
3. Evaluate ethical and sustainability considerations relating to procurement
4. Justify the decision to buy products and/or services with evidence of an analysis of risk, costs and benefits

Be able to select suppliers

1. Explain the factors to be taken into account in selecting suppliers
2. Explain organisational procurement policies, procedures and standards
3. Explain the effect of supplier choice on the supply chain
4. Use appropriate media to publicise procurement requirements
5. Confirm the capability and track record of suppliers and their products and/or services
6. Select suppliers that meet the procurement specification

Be able to buy products and/or services

1. Explain the action to be taken in the event of problems arising
2. Agree contract terms that are mutually acceptable within their own scope of authority
3. Record agreements made, stating the specification, contract terms and any post-contract requirements
4. Adhere to organisational policies and procedures, legal and ethical requirements

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Module 12 (Optional)

Recruitment, selection and induction practice

Understand the principles and theories underpinning recruitment, selection and induction practice

1. Explain workforce planning techniques
2. Describe the information needed to identify recruitment requirements
3. Assess the impact of an organisations structure and culture on its recruitment and selection policies and practices
4. Analyse the factors involved in establishing recruitment and selection criteria
5. Evaluate the suitability of different recruitment and selection methods for different roles
6. Analyse patterns of employment that affect the recruitment of staff
7. Explain the factors to be taken into account when developing job specifications, personal specifications and job advertisements
8. Explain the induction process
9. Explain the relationship between human resource processes and the induction processes

Be able to recruit people into an organisation

1. Determine current staffing needs
2. Identify current skills needs from identified staffing needs
3. Identify future workforce needs
4. Develop a resourcing plan that addresses identified needs within budgetary limitations
5. Evaluate the cost-effectiveness of different methods of recruitment for an identified role
6. Explain how recruitment policies and practices meet legal and ethical requirements
7. Select the most appropriate method of recruitment for identified roles

Be able to select appropriate people for the role

1. Plan assessment processes that are valid and reliable
2. Provide those involved in the selection process with sufficient information to enable them to make informed decisions
3. Justify assessment decisions with evidence
4. Inform applicants of the outcome of the process in line with organisational procedures
5. Evaluate the effectiveness of the selection process
6. Adhere to organisational policies and procedures, legal and ethical requirements when carrying out selection assessments

Be able to induct people into an organisation

1. Develop induction materials that meet operational and new starters needs
2. Explain to new starters organisational policies, procedures and structures
3. Explain to new starters their role and responsibilities
4. Explain to new starters their entitlements and where to go for help
5. Assess new starters training needs
6. Confirm that training is available that meets operational and new starters needs
7. Provide support that meets new starters needs throughout the induction period

Please use our enquiry form or contact us by telephone if you have any queries about this qualification or would like to express an interest to enrol onto this course. A member of our team will be happy to answer any questions, help to make sure this course is right for you and/or your staff team, and talk you through what is involved in enrolment and course completion.

Upon enrolment, you will be assigned a personal tutor who will assist you through achieving successful and meaningful completion of your award. All of the electronic resources, workbooks and assignments required for you to complete the course will be emailed to you for you to commence working with at a time of your convenience. Your tutor will work with you to set targets and milestones that are achievable for you and will check in with you regularly, providing assistance whenever necessary.

On successful completion of your award, your assessor will coordinate with the awarding body for the issuance of your certificate, which will be promptly delivered to you.

Including Assignment, Workbook and Resources:

The full cost of this qualification is £1200 per person which is duly invoiced at the point of enrolment.