Acknowledgement

I 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.

TITLE
An 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 Road
Little London P.O
Westmoreland
January 12, 2014

The Secretary
Doyleys Funeral Home
137 Great Georges Street
Savanna-la-mar
Westmoreland
Dear 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

Methodology
The 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?

Questionnaire
1. What is your gender?

A. Male

B. Female

(2
A. Rastafarian
B. Christianity
C. Hinduism
D. Muslim
(3) How old are you
a. 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 years
B. 10-15 years
C. 15-20 years
D. 20-30 years

(5) What type of business does this organization operate?

A. Sole trader
B. Partnership

C. 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. Oral
C. 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. car
b. bus
c. truck
d. all of the above

(15) How often do the vehicles receive maintenance?

(16) Which vehicle is mostly used within the business?

a. car
b. bus

c. truck
d. all of the above

Schedule of Activity

Date
January 1,2014

Activity
The researcher chose the topic

Comment
She was told by the teacher to

and showed it to her teacher

carry out an research on the

The researcher asked the

topic
The manager told her to come

manager to allow her to

back the next day

conduct her investigation

The researcher went back and

She was told to come back for

issued out the questionnaires

an interview at a later day as

January 6, 2014

The researcher returned for

employees were busy

Workers were available and

January 9, 2014

the interview
The researcher went to collect

the interview was done

The questionnaires were

the questionnaires

completed and handed back to

The researcher asked the

the researcher
She was granted permission

manager if she could observe

and was given a tour by an

the office and transport station

employee

January 2, 2014

January 3, 2014

January 10. 2014

Report
Doyleys 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.

Findings

The 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.

Limitation
While 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

Recommendation
The 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 staff

Safely 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 ASSESSMENT

FOR CXC
GENERAL PROFICIENCY
PRESENTED TO LITTLE LONDON HIGH SCHOOL
BUSINESS EDUCATION DEPARTMENT JAMAICA IN
PARTIAL FULFILMENT FOR THE CERTIFICATION IN
OFFICE ADMINISTRATION
(GENERAL PROFICIENCY)
SUBMITTED BY:

Name of Student: Brianna Samuels

Name of School: Little London High School
Name of Teacher: Mrs. Forbes-Arnold
Registration#:
Territory: Jamaica
Fig 1 Question 1

9
8
7
6
5
4
3
2
1
0

Female

64.28%

1st Qtr

Male 35.72%

2nd Qtr

Fig 2 Question 4

5
4.5 5-10 yrs 14.28%
4
3.5
3 15-20 yrs 28.57%
2.5
2
1.5
1
0.5
0

10-15 yrs 21.42%

20-30 yrs 35.73%

E
a
s
t

W
e
s
t

1st Qtr

N
o
r
t
h

Fig 3 Question 3

6
5

18-24 yrs 28.57%

4
3
2
1
0

39-56 yrs 42.86%

26-38 yrs 28.57%

Fig 4 Question 7

written communication 50%

6
5

oral communication 28.57%

4
3
2
1
0

verbal communication 21.43%

Fig 5 Quest 15

3
2.5
Hurse 35.73%

1.5
1
0.5
0

Bus 28.57

Escalade 14.28%

Delivery Schedule
Driver

Monday

Tuesday

Wednesday

Thursday

P, Williams

Hartford 9 am

Big Bridge 9 am

Station Road 10

Paul Island 10

Hanover 11 am

Smithfield 2 pm

am

am

Old Hope 1:30

Alma 2 pm

Friday

pm
K. Samuels

S. Forbes

Whithorn 2 pm

Darliston 10 am

Frome 12 pm

Bay Road 11 am

Llandilo 4 pm

Red Ground 12

Georges Plain 3

Deans Valley 2

pm
Paradise 10 am

Salmon Point

pm
pm
Church Lincoln 9 Williamsfield 9

White hall 1 pm

9 am

am

Roaring River

Whitehouse 2 pm Welcome 2 pm

11:30 am

am

A, Douglas

Sheffield 11 am

Little Bay 9 am

Brighten 1o am

Shanty Town

Mango hall 2 pm

Orange Hill 1pm

Hopaul 3 pm

Belmont

Bibliography
Office Administration for CSEC by Ann Margaret Jacob pages 342-349

Date
January 2, 2014

Equipment used

Purpose of equipment

Suitability for tasks

Computer

Used as a main

It allows for

computer to keep a

electronic stock

record of operational

taking thus reduces

business activities.

time spent to apply a

manual one.

January 6,2014

Laminator

Used to manufacture
materials in multiple
layers

it is suitable for office

presentations
and to
advertise
upcoming
events

January 6, 2014

Calculator

Used for task which

It makes it easier to

involve calculations

use a calculator than

using the brain to
calculate stuff

Office Equipment

Table of Content
Name

Page

Title 1
Aims2
Functions of Transport Office3
Functions of Communication.3
Correspondent.....4
Methodology..5
Five Questions6
Questionnaires7-10
Schedule.11
Regulations12
Report..13-16
Office Equipment......17
Bibliography..18

Appendix..19