AcknowledgementI would like to say thanks to my family for encouraging me to finish this SBA on time. Special thanks to my teacher Mrs Forbes- Arnold for helping me to understand the SBA .Thanks to my mother for helping me financially, so that I was able to print this SBA. Thank you all.

TITLEAn investigation on how efficient and effective the communication methods used in the transport services at Doyleys Funeral Home.

Aim

How the transport service is affected through the use of technology How efficient is the flow of communication in the business

Correspondence Letter

Bay RoadLittle London P.OWestmorelandJanuary 12, 2014

The SecretaryDoyleys Funeral Home137 Great Georges StreetSavanna-la-marWestmorelandDear Sir/Madam My name is Brianna Samuels I am a student of the Little London High School and I am asking permission to visit your funeral home to find out relevant information needed to help me with my Office Administration School Based Assessment (SBA). If granted permission I have a few questions I would like to ask you and other employees. The research will take approximately one week to be completed. I await your response and is available for an interview at time convenience to you.Yours respectfully

____________________Brianna Samuels (Student)

Functions of the Transport Office This office organizes the delivery schedule to ensure that goods reach their destination on time and. They are responsible for the packaging of goods and ensuring that the service provided are of the highest quality and are in suitable condition for safe transport.

Functions of Communication Develop plans for the achievement of goals Establish and disseminate the goals of the organization

MethodologyThe method which was used by the researcher to have this project completed are: Interview Questionnaire

Twenty questionnaires were handed out to the employees at Doleys Funeral Home and were given a deadline of one week to be completed, given sufficient time to complete it and return them to the researcher. This method was more efficient than the interview because the respondents could complete it at their own time. Most of the respondents werent able to do an interview as they were busy with work and didnt have the time thus more information was gathered from the questionnaire. This was an easy method of accessing the information needed to complete the research.

Five Questions Did you receive special training for this job? Do you use any forms of technology or communicating device to help you perform your job? What impact does communication have on your business? Are the procedures used by the business place cost effective? Do you feel that the way in which you perform makes you a different worker?

Questionnaire1. What is your gender?A. Male B. Female(2A. RastafarianB. ChristianityC. Hinduism D. Muslim(3) How old are youa. 18-24 b. 26-34 c. 35-44 d. 45-56(4) How long have you been working at Doyleys Funeral Home?A. 5-10 yearsB. 10-15 yearsC. 15-20 yearsD. 20-30 years

(5) What type of business does this organization operate?A. Sole traderB. PartnershipC. Cooperative(6) What are types of communication used in the business?______________________________________________________(7) Which method of communication is mostly used in the organization?A. Verbal B. OralC. Written D. Other/s specify(8) When receiving order, which type of communication do you prefer? Why________________________________________________________________(9) How does the communication methods used makes the business successful?____________________________________________________(10) How important is communication to the business?________________________________________________________(11) What are the advantages and of communication in the business?_________________________________________________________________________(12) What are the disadvantages of communication?________________________________________________________________________(13) How does communication enhance the transport services provided at Doyleys Funeral Home?______________________________________________________________________________(14) What are the means of transport?a. carb. busc. truckd. all of the above

(15) How often do the vehicles receive maintenance?

(16) Which vehicle is mostly used within the business?a. carb. busc. truckd. all of the above

Schedule of Activity

Date ActivityComment

January 1,2014The researcher chose the topic and showed it to her teacherShe was told by the teacher to carry out an research on the topic

January 2, 2014The researcher asked the manager to allow her to conduct her investigationThe manager told her to come back the next day

January 3, 2014The researcher went back and issued out the questionnairesShe was told to come back for an interview at a later day as employees were busy

January 6, 2014The researcher returned for the interviewWorkers were available and the interview was done

January 9, 2014The researcher went to collect the questionnairesThe questionnaires were completed and handed back to the researcher

January 10. 2014The researcher asked the manager if she could observe the office and transport stationShe was granted permission and was given a tour by an employee

ReportDoyleys Funeral Home is a sole trading organization owned and operated by Mr. Charles Doyley. The business provides service to its customers. Their main objectives is to provide the best caskets and send your loved ones home with the best quality at their highest standard. There are several communications method used within the business but written communication is mostly used. There are forty workers currently working in the organization, the age group varies between twenty to fifty six years. There are more female than male workers and majority of the workers have been employed at the business for thirty years. Workers prefer to use written communication when receiving order rather than oral communication because they say they tend to forget what was said but when they receive it written they may keep a copy to guide them. Communication is the transfer of information from one person to another through various methods it enhances the business in many ways, said an employee. It enhances transport service because communication is needed to arrange the transport of goods to customers, preparation of documents for dispatched goods and the packaging of bodies for safe transport. Communication makes the business successful because customer may leave comments or suggest ideas to enhance the production level of goods and the organization can take these suggestion into consideration and apply then where necessary which will increase in the level of production thus making the business successful said several employees. There are several vehicles used in the transport service they are Hearse, Escalade, Buses and Cars. The Hearse and Escalade are used to transport bodies to their funeral, the buses are used to pick up deceased persons at their homes, hospital, scene of accident etc and the car is used within the business to transport workers, purchase goods and make simple deliveries in the area. The mostly used vehicle is the hearse they are used every day to transport bodies to their respectful destination. They receive maintenance every week and a personal mechanic is called in to service the vehicles.

FindingsThe research has revealed the role of communication in the transport services at Doyleys Funeral Home. Written communication is the mostly used method of communication. Workers prefer this method because it is more efficient and reliable. Communication enhances the transport services provided at Doyleys Funeral Home. The use of communication is the popular choice of both workers and customers as 60% of workers prefer oral communication and 100% of workers prefer written communication.

LimitationWhile conducting the research the researcher had several limitations in completing this project. They were: Workers were too busy for an interview The researcher received fourteen out of twenty questionnaires handed out to employees Lack of funds to carry out the research

RecommendationThe importance of efficient communication and good transport service cannot be over-estimated. In the order to maintain a healthy working environment at Doyleys Funeral Home employees and customers have to play part to alleviate many of the problems experienced in the business.One of the most important recommendation is the use of technology in the office. Technology is the application of scientific knowledge, machinery or equipment developed for practical purposes to make jobs or task easier. It is efficient and easy and each department may have access to a computer. Technology is one of the fastest ways to communicate through technology such as video conference, text message, e mail, fax etc. using modern technology the company can operate an electronic system for deliveries.This is when driver, may have an electronic keypad which the person receiving the goods signs on the delivery. This information then can be transferred to the computer system of the firm making deliveries, as proof of the delivery.

Regulations of Doyleys Funeral Home.Legislation According to the Factory Act 1969 a bill was passed declaring that person under the age of eighteen cannot be legally employed.Staff rules To wear company uniform and a name tag on the property. Strict dress code enforced for office staffSafely and health There should be no smoking inside the office. At least once per year every employee should do their medical to check their health.How were you aware?I was aware by one of the employee in the interview conducted.

SCHOOL BASED ASSESSMENTFOR CXCGENERAL PROFICIENCYPRESENTED TO LITTLE LONDON HIGH SCHOOLBUSINESS EDUCATION DEPARTMENT JAMAICA INPARTIAL FULFILMENT FOR THE CERTIFICATION INOFFICE ADMINISTRATION(GENERAL PROFICIENCY)SUBMITTED BY:

Name of Student: Brianna SamuelsName of School: Little London High School Name of Teacher: Mrs. Forbes-ArnoldRegistration#:Territory: JamaicaFig 1 Question 1

Fig 2 Question 4

Fig 3 Question 3

Fig 4 Question 7

Fig 5 Quest 15

Delivery ScheduleDriverMondayTuesdayWednesdayThursdayFriday

P, WilliamsHartford 9 amHanover 11 amBig Bridge 9 amSmithfield 2 pmStation Road 10 amOld Hope 1:30 pmPaul Island 10 amAlma 2 pm

K. SamuelsWhithorn 2 pmLlandilo 4 pmDarliston 10 amRed Ground 12 pmFrome 12 pmGeorges Plain 3 pm Bay Road 11 amDeans Valley 2 pm

S. ForbesParadise 10 amWhite hall 1 pmSalmon Point 9 amRoaring River 11:30 am

Church Lincoln 9 amWhitehouse 2 pmWilliamsfield 9 amWelcome 2 pm

A, DouglasSheffield 11 amMango hall 2 pmLittle Bay 9 amOrange Hill 1pmBrighten 1o amHopaul 3 pmShanty TownBelmont

BibliographyOffice Administration for CSEC by Ann Margaret Jacob pages 342-349

DateEquipment usedPurpose of equipmentSuitability for tasks

January 2, 2014

Computer

Used as a main computer to keep a record of operational business activities.It allows for electronic stock taking thus reduces time spent to apply a manual one.

January 6,2014Laminator

Used to manufacture materials in multiple layersit is suitable for office presentations and to advertise upcoming events

January 6, 2014Calculator

Used for task which involve calculationsIt makes it easier to use a calculator than using the brain to calculate stuff

Office Equipment

Table of ContentName Page

Title 1Aims2Functions of Transport Office3Functions of Communication.3Correspondent.....4Methodology..5Five Questions6Questionnaires7-10Schedule.11Regulations12Report..13-16Office Equipment......17Bibliography..18Appendix..19