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Scenario 1 Questions 1, 2 and 3 Computer Export Sales is a rapidly expanding computer manufacturer based in Northern Europe. Joshua is the manager of a large department of sales staff. Rajvinder is a member of the sales staff. The sales staff make most of their sales by phoning potential customers and trying to persuade them to buy their computers. Joshua has been informed by his directors that it would save the company money if some of the sales staff were to work from home. Rajvinder has agreed to work from home. At the moment when she completes a sale Rajvinder sends a sales agreement to the customer to sign. The customer then posts it back to Joshua. In future, Joshua will fax a copy of this document to Rajvinder for her records. Joshua is undecided about whether to use an electronic faxing system or provide a fax machine for Rajvinder to use at home. One of the drawbacks to a sales person of working from home will be the increase in costs. For example, the sales person will need to pay to have their central heating on during the day because it can get very cold in winter. 1. Give three reasons why the company contacts potential customers by phone rather than advertising on a website. . (1)

Can be sure all targeted customers are reached/not everybody will see the website

. (2)

It is more personal so will attract customers

. (3) It

is more interactive/questions can be answered immediately

. 2.

Describe how microprocessor control is used in a central heating system.


temperature sensor monitors temperature of room and get data from the sensors converted to digital.


Microprocessor compares temperature data from the sensor with the pre-set value


if lower microprocessor/actuator switches the heater on


if higher microprocessor/actuator switches the heater off

. .

3. (a) Describe three personal characteristics that the sales staff would need to have before Joshua would recommend them to work from home. .

(1) have good communication skills


(2) have good self-discipline/doesn’t require supervision


(3) have good time management skills/can meet deadlines

(b) Other than heating costs, describe three drawbacks to Rajvinder of working from home rather than working in the office. . (1) Might

miss the personal contact with colleagues/more difficult to discuss ideas with colleagues

. (2) Many

. (3) May

homes are not well equipped for some kinds of telework

be difficult to find a suitable office space in the home

(C) Describe three benefits to the company of sales staff working from home rather than working in the office 1 Don’t have to spend so much on utilities

2 Lower costs due to flexible staffing

3 More likely to retain staff so don’t have to spend money on retraining

(d) Describe three benefits to the company of using electronic faxing rather than traditional, manual faxing. Saves time/trouble of going to the fax machine to retrieve/send faxesConfidential faxes are more secure/on a manual fax any worker could pick it up and faxes can be downloaded remotely/don’t have to be in office to receive faxes

Scenario 2 Questions 4 to 9 Mendoza Electricity Group (MEG) is a company in Argentina which sells electricity. The company operates a call centre for customers who have questions about their bill or wish to pay their bills by phone using a credit or debit card. The call centre operators have to be adaptable in their working patterns and some of them have to jobshare. The company has a computerised payroll system for paying employees. A sequential file is used for the master and transaction files. Although the payroll is only run every month, the company likes to update its master file every week in terms of additions, changes and deletion of records. This system allows workers in the payroll department to have access to the personal details of all employees in the company. They often have to produce reports regarding the salaries earned by employees. There are social and ethical implications which arise because of this. Maria, the manager of the payroll department uses time management software for many aspects of planning her work.

When a person applies to be a customer of MEG, an application form has to be completed on paper so that their details can be entered on to the computer system. Using features of the form as examples, explain the benefits of a well designed application form. Fewer errors in completing/easier to complete the form because there are individual character boxes. Fewer errors in completing/easier to complete the form because there could be Boolean tick boxes. Fewer errors in completing the form/easier to complete because closed questions/restricted number of answers. Fewer errors in reading the form as OMR could be used

The call centre system for dealing with customer calls uses third party control with CTI software on its telephony server. 5.

Describe four features of such a system. 1.

The operator’s phone communicates directly with the server

2. The

operator’s computer does not control/is not controlled by the phone although it may be physically connected

3. Any


computer in the system can be used to control any phone

Software enables on-screen phone control such as answer, hang up,

hold,Conference, re-dial

6 (a) Describe what is meant by job sharing. Two people sharing a job normally done by one person. And each person is paid on part time basis though together they do a full time job

(b) Describe two benefits to the company of workers job sharing. .

1. Company gets the skills of two workers for the price of one


2. The two workers can have different skills, knowledge and experience


(c) Describe two drawbacks to the company of workers job sharing.


1. May be difficult to maintain communication between workers

. . .

2. May be difficult to maintain continuity

(a) One of the ethical implications of staff accessing confidential information in the payroll department is the need for a duty of confidence. Describe what is meant by duty of confidence. Employees who handle confidential information about individuals have a personal duty of confidence both to the individuals and to their employer. They must not tell anybody except with the permission of the person who told them. They must not use the information for any reason except with the permission of the person who told them. If they attempt to tell somebody/use the information the person who told them can take out a legal injunction preventing them.

(b) Personalinformationshouldbesummarisedinsuchawaythatanynegativeso cialand ethical implications are minimised. Describe two ways of summarising the information. Way1 Anonymised information is information about individuals without mentioning the person by name

Way2 Aggregated information is where personal details of individuals are combined to provide information without naming those individuals.

(c) Explain why summarised information does not always safeguard personal information. It is possible to guess the salaries of workers if the department/position is mentioned. There may be only one worker in a specific department and so it is obvious who the company is referring to.

(a) Describe what is meant by an ordered sequential file. A file where records are stored one after the other using a key field to order them

(b) Describe five steps in the weekly updating of the master file. 1.

the transaction file is sorted

2. if records don’t match computer writes master file record to new master file.

3. if amendment, data in transaction file written to master file

4. remaining records of the transaction file are added to the master file

5. reads first record in the old master file

9. Describe three steps that Maria would take when using time management software to arrange a new meeting. .

1. Open her private calendar to see when she is free


2. Type in the details of the meeting


3. Notify others of time/date of meeting

Scenario 3 Questions 10 and 11 Oxbridge Examination Board is a small examination board which is in the process of introducing online marking for use by its examiners. Each question paper will have a unique barcode. Centres will send question papers to a scanning unit which will scan the question paper into the system. OCR will be used to read the centre number and candidate number so that these can be matched with the bar code number of the paper. As the examiner marks the question paper, the marks for each question will be entered and the computer will calculate the total mark for the candidate. The input will be the examiner’s mark for each question and the output will be the candidate grade. The last part of the development of this system will be the creation of a database to store candidates’ results. Paul, the Marking Director, has employed Joseph, a systems analyst, to investigate the current system of processing results and design the new

system. After he has finished collecting information about the current system Joseph will need to record this information. He has decided to use a data flow diagram. When the system has been implemented it will need to be checked. To do this Paul and Joseph have decided to evaluate the system by inviting examiners to mark papers in the Board’s offices.

10. (a) Describe how a check digit would be used to test the validity of the bar code number of the examination paper. .

a calculation is performed on a long series of digits to produce another digit.


This digit is then added to the end of the string.

(b) Describe three steps in the online marking process in order for the computer to be able to record the result for each candidate. . 1. Scanned

image of exam paper is saved to file

. 2. Examiner

. 3. Mark

loads script

for each question is saved to candidate’s record

(c) Describe three benefits to the examination board of online marking 1. Marking

2. Don’t


process is more accurate

have to pay for posting scripts to examiners

Scripts less likely to go missing in the post

11 (a) Using examples from the scenario, name and describe, including their use, three components of a data flow diagram. Name 1


Description 1 When data flows from or to somebody or somewhere outside the system, that somebody or somewhere is called a terminator. Here it is the examiner.

Name 2 Process box

Description 2 The data from the examiners are the marks which are processed to produce the candidate’s results. The processing of the marks is put in a process box.

Name 3 Store Description 3 The actual data output from the system such as the candidate grades (are recorded for future use).

(b) Having completed the analysis phase, Joseph needs to design the file structure.Give a reason why each of the following aspects of file structure needs to be designed. So that the contents of the field are easily identifiable/so that no two fields have the same name Field name

So that validation can be more easily performed/text or Boolean can be chosen when appropriate to save storage space Field type

So that record lengths are not too long/when chosen appropriately saves storage space Field length

Validation rules

So that the number of errors in input data is reduced

To make it easier to sort data/to uniquely identify each record in a database/to make it easier to search databases Key field

(c) When the new system is developed it will need to be tested. One way of doing this is to use live data. Explain what live data is and, using examples from the scenario, describe three steps in the use of live data to test this system. Live data

He will select a session where there may have been special circumstances Step 1

He will also choose another session where it was quite an average session. Step 2

Step 3

He will then run this/these sets of data on the new system

(d) After the system has been tested Joseph will need to produce an evaluation of it. Describe three methods of obtaining feedback from examiners using the new system and for each give a different drawback of the method. Method 1 Could observe examiners/users performing set tasks and record their progress using video recording/ Get an examiner/user to perform a task and measure the time it takes them to carry out the task

Drawback 1

Hardthorne effect is dangerous to apply to the computer.

Method 2 Interview examiners/users to gather their responses about what they thought of the system and how easy it was to use.

Drawback 2 Examiners/Users have to be available at the time the analyst wants to interview them/time consuming as can only interview one user at a time/may get answers which the user thinks the analyst wants to hear

Method 3 Hand out questionnaires to them to ask them about their thoughts on the new system with regard to how easy they found it to use.

Drawback 3 They may give answers which are exaggerated as they are anonymous/question cannot be changed once they are typed up/follow up questions cannot be asked.


Winter 2012 (11)