BAGB3173/Jan2023 MODEL ANSWER INDIVIDUAL ASSIGNMENT (CASE STUDY) Professional Office Procedures (BAGB 3173) Read the following case-study and answer all questions based on issues related to it. Areena started her career as an Administrative Officer at Anggerik Travel Agency a couple of years ago in Sales Department. She is directly reporting to the General Manager, Mr. Iskandar, and her daily duties are standard, for example, handling incoming and outgoing mails, meeting with customers, handling telephone calls and scheduling appointments for Mr. Iskandar. Previously, Areeena had no problem in carrying her duties and completing her tasks. It had been a very encouraging work environment and Mr. Iskandar is also satisfied with Areena's work performance. However, lately Areena started to encounter work pressure and found difficulty in concentrating and completing her work on time. She began to have back pain and stress on her fingers and wrists whenever she works on her computer for more than two hours. Thus, she becomes so stressful as she is not able to complete her work on time. This has created a negative impact on her work performance, but she decides not to share the problem with Mr. Iskandar. She is just hoping that she can solve the issues on her own. As a result, to meet the deadlines of the tasks assigned to her, she recently had to work after office hours and sometimes during weekends. It is quite challenging and stressful for her particularly when she must stay back in the office after normal working hours. Eventually, she realizes that she can no longer bear with this issue. She believes that it is high time for to share her dilemma with Mr Iskandar and hopes that he will be able to assist her. Fortunately. Mr. Iskandar understood her situation and decided to employ a part-time assistant to help her in completing her tasks. Kiki came in as a part-time staff to help Areena in easing her work pressure. However, Areena noticed that Kiki did not give much effort in helping her and was not so keen to do extra work. Instead, she seems to be spending most of her time on the computer doing something which is not related to office tasks. She even never tried to ask if she has anything else to do besides what has been assigned to her. She rather spends time dropping by at others' workstations and have personal chats with them instead of doing something which is beneficial. As such, some of the work assigned to her are left unfinished at the end of work day. Other staff have also observed her behaviour and are not happy with it. Areena finally decided to have a talk with Kaki and gave her some advice/suggestions so that she realizes of what went wrong with her behaviour and attitude at a workplace. Unfortunately. she did not bother about the advice, and she never seemed to change. Furthermore, she refused to admit for any mistakes she has done. On the other hand, she is not satisfied with the whole situation and even started to pass negative remarks about Areena to the staff in other departments. Areena then went to see Mr. Iskandar to explain about the issues arisen between her and Kiki. But Areena was so upset that Mr. Iskandar only advised her to be patient and to manage her time efficiently. Areena is, of course, was not at all pleased with what she heard from Mr. Iskandar. Since then, her relationship with Mr. Iskandar started to become quite strained. 1 BAGB3173/Jan2023 Answer ALL the following questions. i) Based on the above scenario, list and briefly discuss THREE (3) types of common time wasters demonstrated by Kiki at a workplace. Provide some suggestions or recommendations on how to overcome the problem. (12 Marks) ii) Briefly explain the term ergonomics and suggest FOUR (4) guidelines for Areena to follow so that she can minimize stress on her fingers and wrists, and procedures in handling health- related factors. (12 Marks) iii) Discuss FIVE (5) security techniques to be considered if Areena must work alone in the office after working hours or during weekends. (10 Marks) iv) Name and briefly discuss THREE (3) time analysis procedures that can be useful for both Areena and Kiki in managing time at the workplace. (6 Marks) v) Identify THREE (3) negative attitudes or behaviours demonstrated by Kiki as indicated in the case-study. Provide possible solutions of the attitudes/behaviours stated. (6 marks) vi) Describe causes or impact of negative attitudes/behaviours exhibited by Kiki towards the work environment, (4 marks) END OF CASE-STUDY (TOTAL: (50 MARKS)