Total marks: 90 · Duration: 2 hours
Instructions to candidates
- This paper consists of SIX compulsory questions, each worth 15 marks. Answer ALL questions.
- Section I (Questions 1–3) is drawn from syllabus Sections I–VI: office orientation, reception, communication, meetings, travel, and records and information management.
- Section II (Questions 4–6) is drawn from syllabus Sections VII–XI, the specialised departments: human resources, accounts and financial services, and procurement and inventory management.
- In the January 2027 sitting this paper is "hybrid": you read the questions on screen and write your answers in the answer booklet.
- Where a question asks you to explain, describe or discuss, develop each point with a reason or an example linked to the case. A calculator may be used.
Paper
Section I (45 marks)
Question 1
The Sunshine Medical Centre in Kingston, Jamaica employs three receptionists, two medical records officers and one office manager. The office manager, Mrs Thompson, supervises all the administrative staff and ensures the smooth running of the centre's administration.
(a) Define the term "span of control" as it applies to Mrs Thompson's role. (2 marks)
(b) State TWO advantages of Mrs Thompson having a narrow span of control. (2 marks)
(c) Describe TWO duties that a medical records officer would perform in this medical centre. (4 marks)
(d) Explain why confidentiality is important in a medical office. (3 marks)
(e) Recommend, with a reason, a method of classifying (filing) the centre's patient records. (2 marks)
(f) The centre plans to convert its paper patient records to an electronic records management system. Explain ONE benefit of this change. (2 marks)
Total 15 marks
Question 2
Study the information below about incoming mail received at Caribbean Exports Limited on Monday 12 January 2026.
| Item | Type of mail | Sender | Action required |
|---|---|---|---|
| 1 | Registered letter | Barbados Revenue Authority | Urgent: Finance Department |
| 2 | Parcel marked "Fragile" | Office Supplies Co. | Receiving Department |
| 3 | Express courier envelope | Solicitor's office | Managing Director: Personal and Confidential |
| 4 | Ordinary letters (5) | Various customers | Sales Department |
| 5 | Magazine subscription | Caribbean Business Today | Office Manager |
(a) Identify TWO pieces of equipment needed to process the incoming mail efficiently. (2 marks)
(b) State the correct procedure for handling Item 3 when it is received. (2 marks)
(c) Explain why Item 1 should be given priority over Item 4. (3 marks)
(d) Describe THREE steps in the internal distribution of mail after it has been sorted. (6 marks)
(e) State TWO advantages to Caribbean Exports Limited of using email rather than postal mail to communicate with its customers. (2 marks)
Total 15 marks
Question 3
Bayview Hotel in Saint Lucia is holding its Annual General Meeting (AGM) for shareholders on Saturday 9 May 2026 at 10:00 a.m. in the hotel's conference room. The company secretary, Mr Baptiste, is responsible for all arrangements.
(a) State FOUR items that would normally appear on the agenda for an AGM. (4 marks)
(b) Explain the purpose of "minutes" in the context of a meeting. (2 marks)
(c) Describe TWO duties Mr Baptiste would perform BEFORE the AGM. (4 marks)
(d) Distinguish between a "quorum" and a "motion". (2 marks)
(e) State THREE duties Mr Baptiste would perform AFTER the AGM. (3 marks)
Total 15 marks
Section II (45 marks)
Question 4
Ms Chen is the office supervisor at Island Insurance Company in Port of Spain, Trinidad. She has noticed a decline in productivity among her administrative staff over the past three months. Her investigation found frequent absence and lateness, low morale, an increasing number of errors in correspondence and reports, and poor communication between departments.
(a) Define the term "office supervisor". (2 marks)
(b) Identify TWO methods Ms Chen could use to motivate her staff. (2 marks)
(c) Explain how EACH of the following could help to improve staff productivity:
(i) training and development programmes (3 marks)
(ii) effective communication systems. (3 marks)
(d) Suggest TWO strategies Ms Chen could use to reduce errors in correspondence and reports. (4 marks)
(e) State ONE purpose of a staff performance appraisal. (1 mark)
Total 15 marks
Question 5
Caribbean Exports Limited buys office supplies through its procurement department. The stock record for boxes of printer paper for March 2026 shows:
| Date | Details | Boxes |
|---|---|---|
| March 1 | Balance | 40 |
| March 3 | Received from supplier | 60 |
| March 5 | Issued to Sales Department | 25 |
| March 12 | Issued to Finance Department | 30 |
| March 20 | Issued to Receiving Department | 18 |
The re-order level for printer paper is 30 boxes.
(a) State THREE functions of the procurement department. (3 marks)
(b) Name, in the correct order, FOUR documents used in the purchasing procedure, from the department's request for goods to the supplier's request for payment. (4 marks)
(c) (i) Calculate the balance of printer paper in stock on March 20. (2 marks)
(ii) State whether the clerk should re-order, giving a reason. (2 marks)
(d) Explain TWO criteria the company should use when choosing a supplier. (4 marks)
Total 15 marks
Question 6
The accounts office at Bayview Hotel keeps a petty cash imprest of 500.00. During one week the petty cashier paid out: postage 46.50; taxi fare 85.00; cleaning materials 112.25; refreshments for a meeting 73.80; stationery 64.45. (All amounts are in dollars.)
(a) (i) Explain how the imprest system of petty cash works. (2 marks)
(ii) Calculate the total paid out during the week. (1 mark)
(iii) State the amount needed to restore the imprest at the end of the week. (1 mark)
(iv) State TWO controls that help to prevent misuse of petty cash. (2 marks)
(b) Kevin, a hotel clerk, worked 46 hours last week. He is paid 25.00 per hour for a 40-hour week and time-and-a-half for overtime. His deductions are National Insurance (NIS) at 4% of gross pay, income tax of 72.50 and union dues of 15.00.
(i) Calculate Kevin's gross pay. (2 marks)
(ii) Calculate his total deductions and his net pay. (3 marks)
(c) Explain TWO advantages to the hotel of paying staff by direct deposit (electronic transfer) instead of in cash. (4 marks)
Total 15 marks