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NSW HSC 2009 : BUSINESS SREVICES

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2009 H I G H E R S C H O O L C E R T I F I C AT E E X A M I N AT I O N Business Services Total marks 80 S ection I General Instructions Reading time 5 minutes Working time 2 hours Write using black or blue pen Board-approved calculators may be used Write your Centre Number and Student Number at the top of pages 9, 11, 13 and 15 Pages 2 5 15 marks Attempt Questions 1 15 Allow about 15 minutes for this section S ection II Pages 9 15 35 marks Attempt Questions 16 19 Allow about 45 minutes for this section S ection III Page 17 30 marks Attempt TWO questions from Questions 20 22 Allow about 1 hour for this section 110 Section I 15 marks Attempt Questions 1 15 Allow about 15 minutes for this section Use the multiple-choice answer sheet for Questions 1 15. 1 What is the first step an employee should take when a photocopier is not operating correctly? (A) Call a technician (B) Check the paper supply (C) Check the display panel (D) Undertake further training 2 What does hazard identification include? (A) Updating emergency procedures (B) Providing a copy of OHS legislation (C) Checking your work area during work hours (D) Using correct personal protection equipment 3 What style of correspondence is most easily understood? (A) Clear, coded, correct (B) Clear, concise, correct (C) Coded, clear, concise (D) Coded, concise, correct 4 Why is it important for a team to adhere to a timeline? (A) To achieve goals (B) To decide staff promotions (C) To determine team member salaries (D) To delegate tasks according to skills 2 5 How do you ensure that you have correctly understood a telephone call? (A) Reply courteously (B) Refer to a manual (C) Summarise and clarify (D) Record the conversation electronically 6 What is reduced when filing bank statements numerically? (A) Filing space (B) File capacity (C) Retrieval time (D) Use of calculators 7 Your business has received a hard copy of a publication. What is the best way to ensure that all internal staff will read it? (A) Pin it on the noticeboard (B) Email the document to all staff (C) Put a copy of the document in staff pigeon holes (D) Attach a circulation slip to the document before distribution 8 What is the name given to a person or business that is owed money? (A) Client (B) Debtor (C) Auditor (D) Creditor 9 What is the purpose of an assets register? (A) To allocate resources (B) To monitor company vehicle usage (C) To log the rate of equipment usage (D) To record details of business equipment 3 10 What is an outcome of enterprise bargaining? (A) An award (B) A certified agreement (C) A workplacement contract (D) An employment certificate 11 What information could be found on an organisation s intranet but not on their internet site? (A) Price lists (B) Policy manual (C) Operating hours (D) Mission statement 12 Normal Times 12 1 2 3 4 On the tool bar shown, which of the following can be used to format font? (A) 1 (B) 2 (C) 3 (D) 4 13 Which symbol displayed in a workplace indicates that safety equipment must be worn? (A) Red circle (B) Blue circle (C) Yellow triangle (D) Green rectangle 4 14 A 1 2 3 4 5 6 7 8 B Weekly Expenses Post 15.00 Stationery 21.00 Flowers 35.00 Tea and coffee 42.00 TOTAL What formula should be used to calculate the total weekly expenses in the spreadsheet shown? (A) = sum (B3 : B6) (B) = sum B3 : B6 (C) = sum (B3 + B6) (D) = sum B3 + B6 15 In database software, what is the function of the (A) To perform a search (B) To match data with a query (C) To emphasise particular data (D) To add new criteria to a report 5 icon? BLANK PAGE 6 BLANK PAGE 7 BLANK PAGE 8 Board of Studies NSW 2009 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II 35 marks Attempt Questions 16 19 Allow about 45 minutes for this section Student Number Answer the questions in the spaces provided. Question 16 (10 marks) (a) What procedures should be followed so that an electronic portable storage device can be removed safely from a computer? 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Why is it important to follow the procedures identified in 16 (a)? 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (c) What information is recorded in a technology maintenance log book? ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... Question 16 continues on page 10 111 9 2 Question 16 (continued) (d) Analyse the problems resulting from a computer system failure for an organisation. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... End of Question 16 10 Board of Studies NSW 2009 4 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II (continued) Student Number Question 17 (8 marks) (a) Explain the importance of referring to an organisation s style guide when preparing a business document. 3 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) What are the advantages of proofreading the soft copy of a document? 3 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (c) Outline the formatting procedures that will ensure a document correctly aligns onto a preprinted letterhead. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 112 11 2 BLANK PAGE 12 Board of Studies NSW 2009 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II (continued) Student Number Question 18 (9 marks) (a) What needs to be considered when developing a budget for office resources? 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Define the role of periodic forecasts in the acquisition of resources. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... Question 18 continues on page 14 113 13 3 Question 18 (continued) (c) Analyse the factors to be considered in the ongoing management of human resources. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... End of Question 18 14 Board of Studies NSW 2009 4 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II (continued) Student Number Question 19 (8 marks) (a) Outline the areas of responsibility of an OHS officer in a small business. 3 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Evaluate the role of an OHS officer in assessing and controlling a chemical spill. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 113a 15 5 BLANK PAGE 16 Board of Studies NSW 2009 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Section III 30 marks Attempt TWO questions from Questions 20 22 Allow about 1 hour for this section Answer each question in a SEPARATE writing booklet. Extra writing booklets are available. In your answers you will be assessed on how well you: demonstrate relevant knowledge and understanding communicate ideas and information, using precise industry terminology and appropriate workplace examples organise information in a well-reasoned and cohesive response solve proposed issues or problems Question 20 (15 marks) Explain the effect of anti-discrimination legislation on an organisation s equity principles and practices. Question 21 (15 marks) Recommend strategies to ensure that both oral and written communication are effective and follow organisational requirements. Question 22 (15 marks) Develop a new policy and procedures document for the effective handling of mail. End of paper 114 17 BLANK PAGE 18 Board of Studies NSW 2009

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Additional Info : New South wales Higher School Certificate Business Services 2009
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