OFFICE MANAGEMENT AND OFFICE ADMINISTRATION

TERM 1

-Introduction to office administration and management

-Organizational structures and department

-Office organization.

-The office

-The office personnel

-Office furniture and stationery

TERM 2

-Handling office correspondence

-Filing and storage of records

-Reprography

-Organization and methods

CHAPTER ONE

INTRODUCTION TO OFFICE ADMINISTRATION AND MANAGEMENT

DEFINATION OF MANAGEMENT

The emergence of management as an essential distinct and leading institution is a pivotal event in social history, purely if ever has a new leading group emerged as fast as has management since the turn of 20^th century. peter w drucker.

All kinds of institution –social, political, religious .etc. are formed by groups of individual to pursue common goals and objectives. The attainment of these commonly defined objectives shall be fulfillment of these groups.

A business enterprise for example has the objectives of maximizing its profits through increased output and sales and to create an image in the society in general as a good employer and a good producer of quality products. It also contributes to the economic growth

If the activities of various individuals in the enterprise are not coordinated the results will be chaos. Each man in the enterprise shall be pushing his own activity with no collective objective in the mind, but if there is an agency that directs the activities of various individuals in an organization the results will be synthesis and cohesion. Men will work on machines and materials to achieve the common objectives set forth by that agency.

Management can therefore be defined as principally a task of planning, coordinating, and motivating the efforts of others towards the specific objectives. In brief, management is the task of unifying efforts efficiently to achieve well defined objectives. The resources available to an organization remain idle till they are directed by the dynamic human effort. Management therefore aims at seeing that the job gets done efficiently.

MANAGEMENT AND ADMINISTRATION

There has been a lot of controversy in the use of these two words. Different authorities on the subject have expressed conflicting opinions. Others authorities makes no distinction between management and administration while others consider them as separate functions.

Administration is a higher level activity while management is a lower level function Administration is determinative function concerned with the determination of objectives and policies while management is an executive function involving the implementation of policies and direction of efforts for the achievement of objectives.

At every level of management an individual management performs both types of function. Every manager spends a part of his time in administration and remaining time on management.

Managers at a higher level spends more time on administration function i.e. determination of objectives and policies, while managers at lower level devote greater time on management function. As one descends the organization hierarchy the emphasis is on execution of plans increases. For the purpose of this course office management and office administration will be considered synonymous.

OFFICE MANAGEMENT

It can be defined as a task of planning, coordinating, motivating the efforts of others towards specifics objectives of the office. The institute of administrative management England says “Office management is the branch of management which is concerned with the services obtaining, recording and analyzing information of planning and communicating by means of which the management of a business safeguards its assets, promotes its affairs and achieve its objectives’. Thus it can be understood from these definitions that office management means planning,organizing,coordinating and controlling the activities of the office.

AN ORGANISATION

Organization is an element of management An organization occurs when two or more people work together and coordinate their activities to achieve common goals. It refers to structure of relationships among individuals. It can also be defined as a social unit that is structured and managed to meet a need or to achieve common objectives and collective goals. Organizations have a management structure that determines relationships between the different activities and the members and subdivides and assigns roles responsibilities and authority to carry different tasks.

Principles of an organization

Divisions of work
Unity of command
Unity of direction
chain of command
span of control
Adequacy of authority
Coordination and balance
Discipline

Features of an organization

Division of work
Common objectives
Coordination and communication
Plurality of persons.
Chain of command.
Principles of organization
Span of control
Unity of direction
Authority
Scalar chain
Specialization
Discipline
Coordination

Organizational structures

An organization structure is the basic framework within which the decision making behavior occurs It shows the different posts in organization and the responsibilities attached to these different posts

Various types of organizational structure

Line organization (military)

The authority move from top levels to lower levels. There is direct vertical relationship connecting the positions at each level with those above and below

Advantages

Simple and is readily understood but the staff
Responsibility for work at different levels in clear
Lines of communication both upward and downward are indicated
Chain of command are shown
Economic and effective
Discipline can easily be maintained

Disadvantages

Works on a dictatorial basis
The organization is rigid and in inflexible
Each department tends to become an empire of its own
Where there is no overall planning, there are possibilities of lack of coordination of work at different departments

Staff organization(functional organization)

Various departments are established and each department is required to perform some specific duties e.g. production, marketing, finance etc.

Advantages

There is specialization by each department and responsibilities is also fixed
Coordination is a must as each department relies on each other and thus discipline can be maintained
Methods and operations can be standardized
Mass production is made by standardization and specialization

Disadvantages

In a large organization with several departments, there may be too many experts and many bosses
The workers become confused because of the many bosses
The system becomes very much detailed and thus uneconomical
There are too high overhead expenses
Its difficult to fix responsibility on workers

3. Line and staff organization

Under this structure, a company is divided into departments each engaged in a particular undertaking.

Services are carried out in such a way that those very close or important are carried out independently by each unit e.g. purchasing of raw materials, production, planning and personnel.

Other service departments e.g. accounts, sales etc. provide service to all departments

The underlying idea of this method is that specialized work is to be left to experts who will give advice on specialized grounds e.g. investigation, research etc.

The staff officers have no executive positions in the concern and are thinkers while the officers are the doers

Advantages

The principle of specialization is retained and responsibility fixed
Coordination is possible yet discipline can be maintained at the same time
Increased efficiency of operations is possible
Mass production is possible

Disadvantages

Staff may be confused by those with higher power i.e between the executives and staff officers
Conflicts between line and staff officers
There is a possibility of issuing contradicting orders

CHAPTER TWO

PRINCIPLES OF ORGANISATION

1,Span of control-refers to the number of employees who report to a manager or number of subordinates that one manager can supervise directly. It is also called span of management ,span of supervision etc.

Span of control will depend on the following factors

Ability of both subordinates and manager
Level of superior hierarchy
Faith in subordinates
Nature and type of work
Physical dispersion of subordinates
Need for communication
Types of organization and management

2, Delegation– Is the act of assigning formal authority and responsibility for completion of specific activities to subordinates

Barriers to delegation

Managers may be reluctant to delegate because of several reasons

Negative personal attitudes
Un receptiveness of other peoples view
Unwillingness to let go
Unwillingness to let others make mistakes
Perceived threat
A feeling of inadequacy

Subordinates may require delegation because

Lack of training
Lack of incentives

Guidance for effective delegation

Grant proper amount of authority
Define the results expected
Consider the capabilities of the subordinates
Make sure the authority is clearly stated
A supportive climate
Free communication
Develop a willingness to delegate
Follow unity of command and chain of command

Advantages of delegation

Improves morale
Decisions are likely to be better
Enables superior to perform higher levels of work
Enhance prompt action
Tool of development of subordinates

Disadvantages of delegation

May make serious mistakes
Mayn’t put in maximum efforts as the supervisor would do
If you assign responsibility without authority delegated work will not be properly done
If you delegate work to someone who avoids decisions he will not make mistakes but the work will suffer

3, DECENTRALISATION OF AUTHORITY

Decentralization is the systematic effort to delegate to the lowest level authority except that what can only be exercised at the central point .Decentralization is the opposite of centralization which is the systematic and consistent reservation of authority in a few hands at top. Decentralization implies a greater power to persons and places away from the center. It also means a lot of important decisions will be made at the lower levels without being subjected to prior approval of higher authority.

FACTORS THAT INFLUENCE DEGREE OF DECENTRALISATION

-Nature of growth of the enterprise.

-Outlook of top management

-Size of and dispersal of operation

-Extent of dispersion

-Nature of functions.

-Availability of able management.

advantages of decentralisation

-Relief of top management

-Motivation of surbordinates.

-Intimate relationships

-Sense of competition

-effective control.

disadvantages of decentralisation

-lack of control

-Costly

-Lack of able managers

CHAPTER THREE

METHODS OF PROVIDING OFFICE SERVICES

An office provides a number of office service to the whole organization. These services relates to the functions of an office. Such services may be provided from a central place for the benefits of all departments in an organization or to allow each department to have its own office services independently.

Centralization

This is an arrangement whereby certain services common to all department like typing, filling supply of stationery etc are provided from a central place

Departmentalization

The opposite of centralization is decentralization or departmentalization whereby each department provides for its services

Both these arrangements have their respective advantages and disadvantages

Advantages of centralization

This arrangement helps to follow the principle of specialization
Its economical to the organization
Reduces the number of furniture and equipment as well
Reduces the duplication of work and activities
There is an even and fair distribution of work in a centralised office
This arrangement make easy to follow staff leave rotation policy
A broader experience of the work of the office is given to one place which in turn means more facilities for staff training and development

Advantages of departmentalization

Departmental office services speed up work as there is less volume of work and documents
Its suitable for certain tasks of confidential nature like accounting personal work
Departmentalization reduces need for messengers and collection services between departments
Its offers personal contact between workers and executives
It reduces dissatisfaction of staff at the segregation of sexes that results from the creation of central services department of this type
This arrangement helps the workers to learn more in addition to their routine work
Sometimes lack of coordination and cooperation departments can result in delays, Departmentalization system avoids such delays

The advantages of centralization are disadvantages of departmentalization and vice versa.

Typing pool.

Advantages of centralization of typing pool

Make economical use of typist labor as the typing pool supervisor spreads work evenly and fairly equal among the typists.
Sickness and holiday difficulties are easily overcome as reallocation can easily be done.
Training of new typist is easily done as all typist jointly contribute toward the training of s new member
Interruption to work is avoided as telephone and all other queries are dealt with by supervisor.
Noise especially emanating from manual typewriters is confined to one place.
Less time is wasted compared to departmental typing.
Higher standard of work can be achieved as there tends to be competition among typists.

Disadvantages of centralization

Lack of personal contact between the typist and the executive which to a large extent is supposed to create a good working relationship.
Increased need for messengers to collect scripts from the various department to the typing pool and back.
No specialization for particular work
Don’t give secretaries a chance of upward mobility.
It provides an atmosphere of gossip leading to waste of valuable time
Tendency by the supervisor to over work certain while giving less work to others.

CENTRALISED FILING

Advantages

Economy of space can be achieved.
A uniform system of filing can be established throughout the organizations
Files movement is efficiently controlled. This enables an efficient follow up system.
It avoids duplication where each department needs a copy a certain document
Suitable qualified staff are appointed or trained for the purpose
Less costly as few staff are appointed or handle for the purpose

Disadvantages of filing

Retrieval procedure may be longer than if it was localized
Filing staff may not have specialized departmental knowledge which is helpful when filling some certain documents.
It is desirable for confidential documents such as personnel records ,salary, legal documents etc.

CHAPTER FOUR

THE OFFICE

The office may be defined as any place set aside for work of a clerical nature. The office may consist of a room or a building which is used for the of a clerical, administrative or communicative nature. Its purpose is to serve as an administrative centre of an organization comprising of departments offices responsible for their respective functions.

Functions of an office

1.Basic functions

-Receiving information

-Recording information

-preparing and arranging information

-Giving information

2.Administrative functions

-Form design and control

-Selection and purchase of office appliances

-Personnel functions

-Safeguarding the assets

-Planning schemes and policies

-Maintenance of records
-Controlling of office costs

-Development of office system and procedures

-Public relations

IMPORTANCE OF OFFICE

-Offer valuable service to all other departments

-As a formation or memory centre

-As an intermediary

-As a coordinator

-As a administrative nerve center

-As control centre

The office manager

Is the title given to the person in charge with responsibility to run the office.

Duties of an office manager

Ensures the smooth flow of work in the office
Chooses or advises on choosing machines and other assets required in the office
Trains the office staff
Advise top management of matters relating to office
Fights for the wellbeing (welfare) promotions etc. of the employees
Draws up or assists in drawing up, plans policies, relating to the running of the office
Motivates the staff towards realization of the company’s objectives

Characteristics/qualities of office manager

Leadership
Sound judgment
Methodical
Communicator
Strong character
Discipline
Politeness
Forward looking

Qualities of an office worker personnel

The office staff must have some qualities to perform their duties more effectively and successfully. The main qualities of an office workers may be classified as under.

1-Personal

Good hygiene
Attractive personality
Personnel interests
Qualification/training

2-Office etiquette- Office etiquette means the code of professional conduct or social behavior

Honest and loyal to his organization
Should be well disciplined
Behave with fellow office workers and customer in a polite and respectable way
Should give due respect to his seniors
Should be punctual and regular

Clerical activities

These include keeping records, preparing accounts .These kind of work in many office can be generally classified as

Communication
Calculations
Records
Reports
Routine procedures

CHAPTER FIVE

Office premises and environment

Securing office building or space

The office building should not only be located at a suitable site, it also should be of the proper size and shape. Its design and arrangement should be such as to adequately serve the particular requirement of the enterprise

Owned office

Fully owned office has the following

Advantages

Can be planned and designed to the exact requirements of the organization
Can be constructed in a suitable location to desire all the accidental advantages
The surplus space can be rented out
An attractive office building will enhance the prestige of the business with its staff, customers and the public

Buying an existing building

It saves time spent on construction or if its available at a bargain price
It may also be the only option in a specific location where all building space has already been occupied
But the plan and design of such buildings may not fit the exact requirements’
And the location may not be a suitable one
It’s of course possible to adapt or alter the design to suit the requirement but it will mean additional cost

Renting or leasing

This may be convenient
Arrangement for medium and small offices and newly started firms
Suitable where the requirements of space is limited or the business isn’t stable or permanent character
The cost of owning office accommodation is beyond the capacity of the firm

Disadvantages

Its rarely possible to get the accommodation exactly suited to the requirements
To get it in the most suited location
Leased rented space can’t be adopted or altered suit the requirements or even possible to sub-lease surplus space

But

It gives management freedom to select the office space in keeping with financial capacity and the flexibility to shift the office to a better location as and when necessary

It also frees the management from maintenance costs and worries

Other aspects

Size-
–The size of the office building or the amount of the office space must be adequate not only for the present requirement but also for possible future expansion. The guiding principle regarding size is that it should provide adequate space for the staff and equipment to allow the most efficient performance of both.

Shape large

A square or a rectangular shape is better than n a narrow one as the latter will obviously necessitate much working back and forth by the office staff and may not allow the most profitable utilization of the space.
Lighting and/ventilation
Good lighting and ventilation is essential for ensuring a comfortable environment and for enhancing the morale and efficiency of the staff. The office should have adequate number of large windows, skylights etc. to allow entry of maximum light and free circulation of natural air.

Staff and customer convenience
–Careful attention should be given to arrangement for convenience and amenities of the staff and customers. The arrangement of the rooms should be such that customers can have easy access to the department requiring frequent visits from them eg cash department, sales department etc. Adequate provision of lifts and elevators(if necessary) cloak rooms, washrooms water fountains ,canteens for the convenience of the staff.

Cost of office accommodation
The cost factor will be ultimately determining the final location and selection of accommodation for the office. The cost of the office not only depends on the location of the office building or space but also depends on factors like size of space, internal arrangement etc. The aim should to strike a balance between the requirement and the capacity to bear the cost.

Size

Size of the office building must be adequate for current and future possible expansion

-Interior decoration

It has been found from the experience that a pleasant coloring and tasteful furnishings produce a cheerful effect on the minds of workers .On the other hand a drab and groom physical surrounding depresses the mind and ultimately affects the workers will to work. The office rooms should therefore be painted with pleasing colors and tastefully decorated to produce the desired effect.

Shape

The shape may be square, rectangular long and narrow

Square or rectangular space is better than a long and narrow one as the latter will obviously necessitate much walking back and forth by office staff

Lighting and ventilation

Good lighting and ventilation is essential for ensuring a comfortable environment and for enhancing the morale and efficiency of the staff

The room/building should have maximum natural light and free circulation of natural air

Facilities of office organization and layout

Its essential that the internal arrangement of the office building fit on with the overall structure of organization and system of operation
The number, size and shape of rooms, the, location of the gangway’s or stairways and other arrangements should fit in with the location of departments and lay out of the staff and equipment
Sanitation and cleanliness-Dirty or insanity conditions not only creates an creates unpleasant depressing environment for the works but also affects their health as they have to spend a large part of the in the office.
Temperature and humidity. The temperature and humidity of the office rooms should be maintained at the proper level at too or cold or humid atmosphere induces physical discomfort and affects the efficiency of the clerks.

Staff and customer conveniences

The arrangement of the rooms should be such that customers can have easy access to the departments requiring frequent visits from them eg cash, sales.

There should also be provision for adequate number of cloak rooms, wash rooms, water fountains, and canteens for the convenience of the staff

Cost of office accommodation

The cost factor will dictate the final selection of accommodation for the office

The cost should not be uneconomical but at the same time efficiency shouldn’t be sacrificed merely for the sake of the economy in cost

Location of departments

Departments dealing with public like reception and mail office must be close to the entrance
Those requiring some concentration and much thinking like planning or M.D’s office should be kept a bit far to allow them to work in quieter atmosphere
The department with heavy machinery and equipment should be kept on ground floor
Those which serve other department should be kept centrally eg typing pool
Department should be located in such that toilets, wash basins and other facilities are within the reach of all
Some departments require natural light e.g. drawing department. They should be located accordingly
Some departments have very close relationship regarding their activities, and thus should be close to each other e.g. sales and credit

Sanitation and cleanliness

Dirty or insanitary conditions not only creates an unpleasant and depressing environment for the workers but also affects their health as they have to spend a large part of the day in office, thus the office should always be kept neat and clean

Temperature and humidity

The temperature and humidity of the office rooms should be maintained at the proper level as too hot and cold humid atmosphere induces physical discomfort and affects the efficiency of the clerks

Noise affects the efficiency of office staff to a great extent .Its important to control noise that may be external or internal

External noise may be caused by traffic movements on the street, noise from neighboring premises, factories etc.

Causes of internal noise

Machines movements
Movement and conversation of clerks, visitors
Creaking doors
Calling bells, telephones
Shifting of furniture from one place to another

Measures to prevent internal noise

Carpets or rubber mats spread on the floor will reduce the sounds caused by the movements of the clerks and other people
Felt pads should be placed below office machines which create noise in operation
Calling bells can be replaced with buzzers
Telephone may be kept in sound -proof booths to reduce the sound
Clerks must be instructed to maintain calmness
Workers must be engaged fully during the office hours so that they don’t waste time over idle gossip
Banging or creaking doors should be fitted with rubber or felt steps to reduce sound

Measures to prevent external noise

Choosing the site of office away from noisy area
Affixing double glazing windows and doors

Office safety

Accidents can do happen to office employees, serious accidents may cause permanent disability and at least prolonged hospitalization

Nature of accidents

Accidents in offices may be caused by

Exposed electric wire in loose connection
Slippery floors or loose carpeting
Open drawers of desks or filing cabinets
Tilting backwards in reclining chairs
Sharp edges of office equipment, broken glass etc.
Unguarded moving parts of office machines
Pencils, sharpeners, pins etc.
Running or rapid walking along stairways or through doorways
Reading while walking along passages
Inadequate lighting or worn out tread on stairways

Causes of accidents

Mechanical causes
Physiological causes
Psychological causes

Measures for ensuring safety

Provision of safe working place
Safeguarding hazardous machines and equipment
Provision of safety clothing
Maintenance of orderliness and cleanliness
Provision of first aid service
Provision of fire lighting equipment
Safety education and training of employees
Promoting safety consciousness

Office security

In large organizations, office security is a major problem for office managers

Everyday risks pilferage or theft of cash and materials by staff or public have to be faced by almost all organization

To protect confidentiality of office secrets as well as the assets and employees against such risks, an adequate security arrangement for the office is essential

Causes of security hazards

No check on unauthorized and undesirable visitors
Unguarded entrances and exits of the office building and compound
Leaving windows and skylight opens
Access of all and sundry to confidential documents of all kinds
Copying of confidential documents by unauthorized persons
No checking of visitors brief-cases
Access to cash and safes by too many people and keeping of too much cash on the premises
No control over keys of safes and doors
No check on taking of files and documents out of the office by staff
Staff talking freely of confidential matters inside and outside the office
Cars and good vehicle left unguarded in places where these can be tampered with
No system of checking in and out of the staff and outsiders leaving open chances of pilferage of stationery, office equipment etc.
No security vetting of newly recruited staff

Security measures likely to be effective

Safeguarding the premises

Closing all doors, windows and sky lights

A fool proof burglar alarm system should be installed to alert security staff

Compound should be regularly patrolled by security staff

Regulating the entry of visitors

Entry of all visitors should be checked
There should preferably be only entrance of visitors
Preferably each visitor should be provided with a pass
Unless well known to the office a visitor should be allowed to visit the department he has business with
Brief cases of visitors should be checked at the entry point

Security regulations for the staff

Each member of the staff should be vetted for security during recruitment

Security regulation for the staff should be trained carefully in consultation with the representatives
Each employee should be issued with an identity card with photograph and signature of the person
Each employee irrespective of seniority should be asked to identify himself
Regulation should provide for checking of briefcases and package of staff at the same time of entry and exist
Protecting confidentiality of mail and communication systems

TYPES OF OFFICE PLANS

This refer to how the office premises are to be divided up for the purpose of carrying out the different functions of an office

Open office

Consists of a large hall, or room wherein the entire clerical staff seat and work

Advantages of open office

Better space utilization is possible because space has not been lost by partitions
The supervisors feel easy to watch the office
Its possible to reduce the number of supervisors
The layout of the office can be altered or changed easily
There is more economy in arrangement of light
It reduces the movement of staff
Better working conditions possible
Decoration ,cleaning and maintenance can be done inexpensively

Disadvantages

Work will be affected by visitors and movement of the office staff themselves
There is internal noise, because conversation and talk in the office
Infections and diseases may spread quickly
Secrecy can’t be maintained
The office will appear to be a crowded place
Top executives may not feel comfortable in an open office
A big hall may not be efficiently supervised

Partitioned or private offices

These offices are small rooms occupied by departments. Each department will be placed in each room. Such rooms are allotted by considering the nature of confidential matter to be dealt in or for top official etc.

Office landscaping

Office landscaping means to make efforts to bring nature to an office by natural things on size of office staff. The introduction of the office staff landscaping increases efficiency of the staff and helps to reduce strain. The following can be taken to achieve this purpose.

Some flowers can be kept in the office in pots.
Some natural scenery can be painted on the walls of office.
Sometimes office equates having the shape of wild animals or birds can be used.
Low volume music.

CHAPTER SIX

RECORD MANAGEMENT AND FILLING

Outline the purposes maintaining business records.

To measure the progress of the business overtime.
Proper study of the position of the of the firm.
Comparison of businesses.
In case of dispute
Past records, events, progress etc. are very necessary to decide policies and plans.
Certain records are kept for a number of years from the legal point of view.
Records are good evidence in court of law in case of suits.
For general use.

Give a classification of a business records

Personal records
Correspondence records.
Accounting records..
Other business records.
Legal records

Outline the principles of record management.

Verification-Records can be verified whenever needed
Classification-Records must be classified according to their use.
Records must be maintained for some justified reasons.
Information-The require information must be a available whenever needed.
Record system must be elastic in capacity so that expansion or contraction of records is possible,
Reasonable cost. The cost of record management must be a reasonable one.

What is filling?

Is a process of classifying and arranging the records so that they can obtain without delay.

What are the advantages (importance) of filling

Serves the purpose of ready reference.
They saves time and increase efficiency

Safeguard the documents against loss.

Files serve as reliable basis for future planning and action.
Past records are good evidence in case of dispute.
A proper control is facilitated

What are the characteristics of a good filing system

Compactness-Should take up too much space especially floor space for filing cabinet
Accessibility
Simplicity
Simple
Elasticity
Cross-reference

Give the procedure of keeping documents

They are first classified under headings like orders invoices correspondences etc.
After this, they are filed in respective filed on the basis of classification system followed by the organization.
The documents are kept for a specific period say , 5 years based on the retention policy of the organization.
After this period these documents re destroyed.

What are advantages and disadvantages of centralized and departmental filing

Centralized filling

Leads to development of specialist filing staff.
All files are controlled in one room.
More supervision and control files is possible.
It ensures that all correspondence about the same subjects are filed together.
A Uniform system of filing can be established throughout the organization.

Departmental filling

Files are quickly made available as they are not too many.
As every department keeps its files within, they are readily available.
The filing system is not so large and therefore easier to handle.
It doesn’t need a specialist staff for filing and this reduces costs.
Its more suitable for confidential documents as they aren’t open to every member or the filing department.

Explain various filing classification, giving their advantages and disadvantages

Alphabetical.

-Documents are filed according to the first letter of either name of the sender or subject.

-Similar to words in English dictionary or telephone directory.

Advantages

Convenience of grouping paper by name of the company etc.
Direct filing with no need for index i.e. the first letter will tell you where the document is located
Simple and easy to understand even explaining to new staff
Its possible to open one file for miscellaneous papers which can’t make up their own files

Disadvantages

In large systems it takes longer time to find papers
Congestion under common names
For large organizations ,papers may be reasonably be filed under different headings
It’s difficult to forecast space requirement for different letters of the alphabet.
There are possibilities of a document being filed under a different name due to differences in spelling etc.

Numerical

Correspondence are arranged according to numbers rather than letters

This system is useful for filling orders or other items kept in numerical sequence

An index is necessary for locating the correct file

Advantages

They have unlimited possibilities for expansion
Highly accurate system
Cross referencing is simpler than with other systems
The file number can be used as a reference for correspondence
The filling index may be used for other purposes e.g mailing lists as well

Disadvantages

It takes longer to free material as it involves two operations i.e the recording of paper on the card index and the filling of the document
Filing and finding in indirect
A separate index must be provided
It takes time for a new employee to fully understand the system etc

Geographical

Files are divided according to their places of origin eg countries or by provinces in a country

File within each group are arranged alphabetically

Advantages

Suitable for companies that have several branches spread over different parts of the world ,country ,county etc.
Convenience of reference where the location is known
pDirect access for filling purposes

Disadvantages

Possibility of error where knowledge of geography is weak
Geographical location must be known in addition to the correspondents name
Index is necessary for occasional reference

Chronological

All documents are filed in order of their dates of receipt

Advantages

Useful if dates are known
It provides for unlimited scope of expansion

Disadvantages

It is not always suitable
Incoming letters might become separated from outgoing ones .
Subject classification-files are classified according to subject headings or topics

Advantages

All documents referring to a particular subject are kept together in one place
The files can easily be expanded or contracted by simply adding or subtracting old ones

Disadvantages

Determining the list of divisions is difficult and requires someone with a knowledge of the business and its files
Determining under which subject heading it should be filed, requires a trained and careful employee

What is filing equipment and what purposes do they serve

These are equipment designed for storage of information in an organization and consists of covers, folders filing cabinets etc.
They serve the following purposes
protection of documents against loss, damage and deterioration
prevention of theft or unauthorized use
insertion, location and extraction of documents must take less time or effort

Discuss the various aspects of filing cabinets

A file is a collection of papers or documents dealing with one person or topic
The equipment in which they are kept is known as a file cover or binder
Filing equipment includes file cover and filing cabinets.
These are different types of file covers

Box files

These have a solid box like construction and spring loaded compression pad which holds down the filled material firmly

Box files may be used to keep letters, leaflets, catalogues etc.

Lever arch files

These contain metal devices opened and closed in the center of the folder operated by the lever

Concerting files

These are made up of a number of succession pockets into which similar documents can be collected readily for processing like petty cash vouchers and such documents which don’t need to be punched e.g. certificate etc.

Ring binders

These are made of hard covers and two or more rings which open to allow the insertion and removal of documents

Explain various types of filing methods

This refers to how file covers or binders are kept in the filing cabinets

Vertical filing

This is the keeping of files within the drawers, racks or in the shelves when one is on top of another

They lie horizontally i.e. east to west

Suspension filing

The files stand in vertical positions, but in order to prevent them from falling off from the filing cabinets, two metals are fixed on the sides of a filling cabinet’s drawer

Lateral filing

This is where the files are stored on a shelf or in pockets suspended side by side from frames

This method saves space because of great height

What is indexing?
Outline the importance of indexing?
What are the different types of indexing?
Briefly explain what is meant by cross reference?

INDEXING

An index is a device for finding the position of a document or file in a system quickly and easily

Filing index helps the location of any letter, record, files etc. Thus it provides quick reference which is essential of a good filing system

Classification and indexing are not the same.

Classification-is a method of filing and the manner in which the files of different subjects are arranged.

Indexing-is a method of making reference to the files

Importance of indexing

Indexing is an essential part of a good filing system as it is a guide
It provides a ready reference
It facilitates easy location of files
Even if the files are arranged in self-indexing methods, index will further speed the work.
It possesses minimum information

Types of indexing

Page index

This is when the contents of a particular folder or cabinet are summarized on a piece of paper together with their position and placed at either the front or back of the folder e.g. one found at the back of a text book

Loose card indexes

This is a small cards showing the names of all correspondents and the files where their information is filed,

The cards are kept together and whenever a file or documents is required, reference is first made to the it is located.

Visible card index

They are filed together with the documents and overlap so that one line of entry on each card projects and is visible thus forming one line index.

Strip index

The cards stand upright in cabinet drawer boxes. The name and other identifying features are exposed to view. The cards are sub divided into section using letters of alphabet with projecting guide cards.

This system is useful where correspondence is removed frequently for reference.

Strip index

It’s the method of recording information on a strip of paper for quick reference. The strips are bound together one on top of the other with a position of each one being visible

This system is useful where correspondence is removed frequently for reference.

Punched card index

A series of holes are punched in the edge of each card, each hole represents on item of information such as department, age, gender etc.

CROSS REFERENCE

It’s possible for a correspondence to be filed in 2 or 3 different files but only one file is available.

A good cross reference system is needed .Its a form of a card or folder directing a person to where a document which can be filed under more than one is found.

E.g. A letter Akola-Okubu might be filed under Akola-okuba file or in Okubu-Akola file

Where a letter from Akola-Okubu is filed under Okubu-Akola file a cross reference card is put under Akol-Okubu file to direct where its located’

Akola-Okubu

See

Okubu-Akola.

In big firms where a photocopying machine is available, several copies are made and filed in all relevant files reach bearing the information on where the original is.

Importance of cross referencing

when more than one name is used by a person or company
when correspondence may be sought under more than one name
when firm is known by its initials
when the name has changed

Marking absent files (out card)

If a file is likely to be removed for a couple of days marked folders should be inserted in the place to collect any paper referring to the absent file.

What is micro filming?

Is a method of retaining or keeping information by photographic records to reproduce when needed.

The record are micro-photographed and kept either on roll film, micro-fiche, aperture card or jacket

-When needed for reference the negative is shown on a screen or a copy is made.

-Micro filming is only important only when a great multiple of permanent records must be kept e.g. office of register of births etc.

Advantages

Save space and weight .Bulky files are replaced by compact cartons of films.
Documents can be sent abroad -Micro filming reduces cost of postage if information has to be sent by expensive air mail.
There is little risk of misplacing.
There is saving of filling equipment as well as floor space.
A film can be enlarged on a paper thus providing quick and accurate duplicate copies of the original documents.
A film is more durable than paper and provides a much more permanent record. A film is more wear resistant than paper.

Disadvantages

A reader is required in order to refer to the inform action
Its difficult to locate the information required from the film
Poorly prepared film will not be readable
It requires special equipment which is expensive
Specialized knowledge is required to prepare the film and to refer
Retrieval of information takes time

CHAPTER SEVEN

Office forms

Objectives of forms control

To introduce forms which are really necessary and ensure clerical work don’t become confusing due to many forms
Ensure forms so designed as render best possible use at minimum cost
To produce forms by the most appropriate and economical method
To supply copies of forms only to those who are to use them
To study whether introducing new forms proposed on review of old forms is essential
To review all forms periodically so as to determine their utility
To evaluate forms design on the basis of the time required to use forms

Essentials of a good office forms

The writing surface, the style of print, the paper sequence of information and method of entry should be easy for rapid completion of the form
Good appearance and balanced arrangement of information of the form
Adequate space should be provided for the expected information
Every form should be provided for the expected information
Every form should have an appropriate title
Should be cost effective
It should be easy to reproduce the form
The quality of papers and color must be appropriate

Advantages of forms control

It economizes time, paper costs etc. by using the correct forms
The work is simplified as the only required information is provided
It helps to reduce errors
Less frustration to workers as they will be knowing what is required
It improves the overall efficiency of the office work
It helps in faster processing because only the relevant information is obtained

What are common faults in forms

Insufficient horizontal space allowed for the expected information
Too much printed information such as publicity slogans printed on the form
Lack of distinction between forms e.g. pro-forma invoices and invoices ,credit and debit notes
Inadequate margins (at least 25mm) should be allowed at the left hand side of the form, for filling purpose and some space on top and the bottom for insertion into a type writer
The space for a signature placed too near the bottom edge of the paper

CHAPTER EIGHT

Reprographic services

1 Photocopying

Is a process of obtaining a copy of a document directly from the original with photographic details

Is only used when few copies are required or when on exact photographic reproduction is necessary

Advantages

Exact copies without losses of only detail are obtained
When only a few copies are required its the cheapest form of duplicating
Color copies can be obtained in some machines
Large sized documents can be reduced by some machines
It can be operated by a junior as compared with typing which requires a skilled typist
Quicker than duplicating or printing as no need for the preparation of the master

Disadvantages

Too expensive for large number of copies
Photocopies tend to fade after some time
Some machines don’t photocopy colors

2 Duplicating

This is the process whereby a master copy is prepared from which are obtained a large number of other copies

There are two basic methods of duplicating documents;

stencil
spirit duplicating
Stencil duplicating

This process involves the use of a thin fibrous sheet called stencil which is covered with a chemical coating through which ink cannot pass .They are not easy to write on but straight forward to type

Advantages

If more copies are required then this method is quite cheap
The errors can be corrected by using the fluid
The copies obtained are more clear and can be used permanently
The copies can be reproduced by using electronic stencil
Stencils can be used several times if stored properly

Disadvantages

This method is expensive if only few copies are required
Its not suitable for color production
More time is required to prepare a stencil than photocopying
Its not suitable for attractive printing material like sales promotion literature because the paper used isn’t of high quality

Spirit duplicating

In this process the master copy consists of a sheet of art paper that has a special carbon on its reverse side. This method of duplicating involves two parts, the preparation of the master and the production of copies from this master

Advantages

Preparation a master is easy and quick
Color can be duplicated simultaneously
Its suitable for producing hard within work for diagrams, maps, charts etc.

Disadvantages

Difficult to correct mistakes
Quite expensive can give only 200-300 copies from each master
The image becomes weaker as the carbon deposit is used
The quality of work reproduced resemble carbon copies unlike stencil duplicating

3 Printing

This is a special type of duplicating used in most large offices where thousands of copies eg 50,000 are required and their high quality printing is important

Its master copy is a metal plate or paper plate which is typed using a special type writer

Advantages

The quality of reproduction is best of all processes
It’s a very economical if large quantities are needed
It’s speedy because up to 5,000 copies an hour can be produced
Any paper can be used
Plates can be stored and re used again
Different color printing and typefaces or sizes can be used

Disadvantages

It’s expensive if only few copies are required
It needs specialized and trained operations
Separate runs are required for different colors
Additional office space required for duplicating and stores for materials

What are factors to be considered when deciding on the appropriate duplicating process

Number of copies required
Frequency of demand i.e. how often the machine will be used
Number of colors required
How urgently are copies needed
Who would receive the document, this would decide whether type written or printed. Type set appearance is preferred

CHAPTER NINE

Office correspondence

They also called mails. mailing which is the process of receiving and sending letters in any organization

Mails may be divided into three parts

incoming mails
outgoing mails
interdepartmental mails

Incoming mails

Incoming mails section handles all correspondence coming to an organization

The following points provide a general guideline for dealing with incoming mails

Collecting mail

Mails in most cases collected by the messengers

There are fixed times for collection of mails usually in the morning and once in the afternoon

All the mails collected by the messenger should be brought to the office in a locked briefcase to be opened in the mail office

Opening mail

Registered mails must be signed for and dealt with immediately

Mails should be opened at least by two clerks in the presence of a supervisor or other senior official

Open all letters except those marked private, personal or confidential. Those will be opened by those they are addressed to

If a letter states having enclosures, there should be checked and securely affixed to the letters concerned to eliminate possibility of them getting misplaced

Re check envelops for contents before dis carding to make sure that they are really empty

Recording incoming mail

In small departments, amok may be kept to record all incoming mails but record at least all those letters that enclose cash or cheque etc. That are received by registered or forwarding mails to departments steps include

Read through all the mails and sort into files urgent, important and routine
Get files for any relevant or previous correspondence and clip letters to files

Distribute mails as quickly as possible after it has been received and sort out as delays may prove expensive

Personal and confidential letters should be forward un-opened
Mails finally are handed over to the boss sorted out e.g. routine, general, important, personal, confidential, registered mail etc.
Those mails intended for more than one department should be dealt with accordingly

For very urgent letter of immediate attention ⚠ of several officers, photocopies should be made out of such letters and sent to all of them thereby saving time
Outgoing mails

Delivering mails to mail office

Clear responsibility as to who would take outgoing mail from various departments to the mail office

There should be fixed timing for delivery of mail to mail office

Places i.e. out-trays should be known where to find letters

Mails should be sent to the mail office open not sealed except the confidential one

If any envelop is to be given special attention e.g to be sent by registered or express mail etc.a suitable note in the pencil should be made at the top of the envelop for guidance of the mail office staff

Preparing mail for dispatch

All letters received in the mail office should be checked
Letters should be matched to their correct corresponding envelope
Letters should be folded and then put in the envelops and sealed
Some firms use window envelops for outgoing mail to ensure that letters are not put in the wrong envelopes
They are then weighed for correct postage and the amount noted
Stamp the letters or parcels. This is done by hand or by the franking machine

Recording outgoing mails

The book records brief details three of the addressee, nature of the document and postage

If is a franking machine is used letters must be delivered to a post office

Registered and express mail should be taken to the post office and proper receipts and acknowledgements obtained

CHAPTER TEN

Organization and methods (o &m)

O&M refers to the systematic attempt on the part of an enterprise to improve and maintain office at a high level of efficiency.

It is through O&M that office operations and procedures are continuously improved. Work simplification is possible and better communication and economy are achieved

Objectives of O&M

Eliminate waste of time, human energy, space, equipment, stores and stationery
Improvement in output and quality of work
Improvement in office services
Making the staff efficiency conscious

Functions of organization and methods

Defining precisely objectives of different functions and operations
Drawing up a plan of work indicating the general and specific purposes of the tasks involved, nature of the information to be procured and the sources of information to be tapped
Making a thorough examination of the existing procedures
Making detailed study of the sources of information
Examination of all relevant facts gathered in the course of investigation and study and suggesting new or modified procedures if found necessary
Once the suggestions of the O&M department are accepted helping the administration and staff in implementing the suggestions

Outline the principles which guide O&M

All unnecessary operations should be eliminated
all operations which can, with advantages, be combined should be so combined
all operations should be in their correct sequence to avoid back tracking
all necessary operations should be as simple as possible
the shorter the office work cycle the higher will be the overall productivity
the work flow should not only be fast but also have an even tempo

What are steps in conducting O&M assignment

O&M functions should be a continuous process, but sometimes the O&M officer may be asked by higher management or a particular department manager to conduct a survey and make recommendations for improvement

In a particular area of operation

In conducting the assignment the O &M officer and the team will have to take the following steps

Determine the objective
Planning the assignment

Preparatory meeting

Collecting the facts
Analyzing the facts
Submitting proposals for change

Helping in the implementation

What are the advantages and disadvantages of O&M?

Advantages

Improves general efficiency of the office
Reduces the clerical and paper work and ultimately reduces wastage
Out down since unnecessary steps requiring clerical labor and documents are eliminated

Disadvantages

It tends to have an adverse effect on staff morale
Work simplification is carried out theoretically which could not be workable when put in practice
It requires constant training on staff, so as to enable staff to cope with the introduced systems

CHAPTER ELEVEN

various aspects of office stationery and furniture

Definition office stationery- is a general term referring to all writing materials used in the office e.g. papers, envelops, rubber, ribbon, stencil, correcting fluid, stamp pad etc.

It’s necessary to maintain effective control on use of stationery projects the correct image of the company

Stationery control

The stationery should be bought centrally and in bulk to secure quantity discount but overstocking should be avoided.
The issuing system must be planned properly to eliminate wasteful consumption as far as possible
The proper control over the use of stationery must be included in the duties of office supervision
The stock must be maintained as little as possible
The good quantity paper must be used for important documents to customer so as to maintain the company’s goodwill
The possible re-use of stationery items should be explored
The stationery storage must be arranges so as to prevent deterioration and to save space,lighting and heating
Stock levels must be set out to avoid running out of items of stationery or overstocking
Purchasing of stationery
Receipt of stationery
Bin card
Issue
Stock verification

Discuss the aspects of office furniture

Definition office furniture consists of tables, chairs, desks and tools, storage and filing equipment like filing racks and cabinets, cupboard, lockers, safes etc.

Basic principles in selecting the furniture

Suitability
Comfort design

Durability

Weight
Space
Cost

Hygiene
Usefulness appearance

Types of furniture

Executive furniture

High officials have different tastes for furniture and the executive furniture is purchased according to their tastes

This is mainly to impress the visitors and it should add prestige of the person using it and the prestige of the firm

Built in furniture

In the present period, buildings are constructed in space-saving method. Cupboards are mainly built in the walls of the rooms

Thus expenditure is reduced and space is also saved. The cleaning job becomes easy because only the front portion needs to be cleaned

General furniture

General furniture is designed to facilitate the work of clerks. The size of a table depends upon the nature of the work to be performed. Different clerks may be doing different types of work. The clerk who works on the ledgers requires a big table and chair according to the requirements

Guidelines or principles to be considered when purchasing furniture

Only required furniture should be purchased and its cost should be within reasonable limits
Multi-purpose use should be considered while planning the purchase of furniture
The furniture should use the space economically
The design of the furniture should be aimed as maximum comfort and convenience of the users
The top of the table will be adequate to work with
The drawers should slide in and out smoothly
The edges of the furniture must be rounded off
The back of the chair should be adjustable
Clerks should not be placed face to face because it encourages conversation
The furniture should be adaptable, simple, durable etc.

CHAPTER TWELVE

HUMAN RELATIONS

Is an approach to the theory of management which emphasizes the individual workers need for satisfactory relationship with other members of his work group and his need to participate in decision that affect significantly his work

Ways of improving human relations

Creation of congenital work environment
Provide enlightened leadership and set examples
Democratic and permissive climate in the organization
Proper and speedy redress of staff grievances
Personal attention to staff problems
Well planned communication systems
Abundant opportunities for personal growth
Treat staff with dignity and respect
Recognize them, and praise them in public
Be sincerely interested in their subordinates

Importance or role of human relations

Improve people-organization relationship
High productivity due to high motivation
Reduce industrial arrest
Reduced resistance to changes
Enhance development of team work

REVISION QUESTIONS FROM KNEC PASTPAPERS

Outline reasons why open plan offices are popular

They are economical in terms of space
Supervision is easy
They minimize staff movement
Economy of equipment
Economy of lighting
Promote transparency of operations

What are duties of the accounts departments

Preparations of the final accounts
Preparations of the budget
Budget control
Credit control
Payment of salaries
Payment of debts
Receiving payments

Outline ways of safeguarding files against unauthorized access

Lock them up in cabinets
Restrict access to non-registry staff

Outline the advantages of using office forms

Time saving
Limit responses
Ensure uniformity of details

Outline ways in which an office worker may build good relations with seniors

Complete work or schedule
Follow instructions
Report work related difficulties or problems promptly and accurately
Requests for assistance if needed
Help where appropriate
Be courteous
Give feedback to confirm understanding
Adhere to policies and regulations

What are the functions of a research and development department

Develop new methods of manufacturing
Discover new products
Explore new markets
Find ways of improving existing products
Develop better packaging

Explain factors to be considered when choosing a filing system

It should be easily accessible
It should be suitable for the type of correspondence
It should cater for future expansion
It should be suitable to work with
It should allow quick reference
It should be able to safe guard documents/information

What are the measures to be taken to reduce delays in the distribution of mail

Assign staff for distribution
Establish clear channels for distributions
Establish specific time for distribution-classify collection point
Institute proper follow up systems and fix responsibilities
Maintain constant communication with departments

Outline various advantages of office automation

Saving on time taken to perform in certain functions
Less labor may be required
The staff experience less fatigue
Less monotony compared to manual
Reduce paper work
Encourages specialization
Improves efficiency

What are the benefits of an office to an organization

It is a center for communication
It safeguards an organizations assets
It provides a place where records are kept
Its a meeting place for the organizations departments or clients

Outline the desirable qualities of a receptionist

Interested in people
Good memory
Patient
Tactful
Well-dressed/groomed
Mastery of official languages

Name the details which may be obtained from a file absent card

Name of the borrower
Department of the borrower
Date borrowed
Date returned
Name and number of the file

Explain the methods of preparing a master for duplication

By electronic scanner
By using a thermal copier
By using a type writer
By hand writing
By photographic/electrostatic processes

Describe the responsibilities of an office supervisor

He coordinates the work in the department
Monitors work progress
Distributes work among staff
Identifies training needs
Solving work related problems
Deals with staff issues e.g. discipline

What are the advantages of reproducing documents Using computer printers

The copies are neat
Printers are very fast
Colorized production is possible
Easy to correct errors
No preparation of an intermediary device
Storage of data is easy e.g flash disk

Suggest measures to improve accuracy in filing

Ensure that every document filed has the mark releasing it for
Sort papers and group them before filling
Place correspondence in the correct file
Arrange correspondence in chronological order with the most recent on top
File daily
Use a cross reference where applicable
Seek guidance when in doubt

Suggest ways in which an organization may control the quantities of stationery used by departments

Monitor the quantities used by each department
Appoint somebody to be in charge of stationery requisition
Issue stationery only against a signed requisition
Store stationery under right conditions to avoid wastage through deterioration
Set minimum and maximum levels of stock to overstocking
Have set times for issuing stationery
Issuing relevant stationery to relevant departments

What are the benefits of having an effective stock control system

It prevents pilferage
It ensures that stock levels are maintained
It minimizes the amount of capital tied up in stock
It minimizes wastage of storage space

What are measures a manager could take in order to enhance human relations in his departments

Allow initiative from staff
Fair distribution of work
Equal treatment in disciplinary cases
Accept constructive criticism
Sensitivity to workers feelings

What are benefits of a public relations departments to a customer

Addresses customer queries
Deals with customer complaints
Organizes community assistance projects
Creates awareness of the organizations activities/products

What are the challenges that employees face in coping with challenging technology

High cost of retraining
Limited access to training facilities
Inadequate time for training
Reluctance to embrace new technology

What are ways in which poor grooming and dressing can negatively affect human relations in the office

Inappropriate dressing may elicit negative comments from colleagues which may strain relationship
Bad breath and odor may lead to isolation of a colleague
Unkempt appearance draws wrong conclusion and encourages gossip which stains relationship
Showily dressing may be interpreted as pride or evidence of superiority complex which may lead to isolation
Excessive use of perfumes and make up may cause irritation to colleagues

Suggest ways in which an organization may promote its image to customers

Prompt delivery of goods and services
Presentable and effective front office staff
Prompt response to customer queries/complaints
Periodic press releases
Partnership with community in charitable events
Fair pricing of products

What is the procedure for stock -requisition for a department

Establish required items and quantities
Compare with allocated quota

Fill in the requisition slip

Get authorization
Submit requisition to store
Verification by store clerk

Issue of required items
Record received items

Distribute to users

What are organizational factors that could promote good human relations

Provision of a good working environment communication
Clear tasks and responsibilities
Provision of adequate tools and equipment for the job

What are responsibilities of a purchasing department

Purchasing goods and materials
Preparation of orders
Maintaining stock records
Maintaining records of supplies
Sourcing for suppliers

What are the effects of poor human relations in an office

Poor quality of work/service
Sabotage
Absenteeism
Lack of team work
Conflicts among staff
Low staff morale
Staff lateness

Outline factors to be considered when deciding record retention policy

Space available for use
Frequency of reference
Legal requirements
Need to retain documents in original form as evidence in court
Availability of duplicates in other departments
Equipment available for storage
Need of retention for auditory purposes

Suggest measures that an organization may take to ensure effective use of stationery

Issue stationery in reams and packets
Ensure there is proper follow up of use e.g. cheek dustbins for wasteful use
Recycle/re use of used stationery where possible e.g. printing paper envelops
Carry out regular inspection on stock taking
Provide good quality stationery
Restrict the amount of stationery to be used

Outline disadvantages of microfilming

A reader is required in order to refer to the information
Its difficult to locate the information required from the film

Poorly prepared film will not be readable

It requires special equipment which is expensive
Specialized knowledge is required to prepare the film and to refer
Retrieval of information takes time

What are the ways in which staff can display good office etiquette

Time management -complete tasks on schedule observe official working hours
Response to different clients-handle them with tact, courtesy and diplomacy
Responsibility-show initiative, work without supervision

Discuss ways in which production department depends on the marketing department in an organization

It promotes the goods produced by the production department in an organization
It gives customers feedback to the production department
It trains the sales man and makes them knowledgeable about the different products produced by production department
It carries out market research and advises the production department in different product designs available in the market
It sells the goods produced by production department

Outline measures that the organization may take to enhance good public relations with its customers

Handling customers issues with urgency and concern
By providing official dress code
By providing suggestion boxes as a means of soliciting feedback from customers
By using appropriate communication with customers
By participating in charity events
By providing quality products

Outline services offered by an office to an organization

Filling documents
Storage of information and making the same available in future
Connecting the departments with customers ,suppliers etc
Circulating all necessary information to all concerned

What are benefits of using E-mail in office

Its a fast means of communication
The same message can be sent to many people simultaneously
Large amount of information can be sent inform of attachment
E-mail messages can be sent to the recipients mail box at any time at the senders convenience
Its cheap means of communication
Its a worldwide service

What are the reasons for filling documents

To preserve records for future reference
To protect records against damage
To provide evidence in case of any dispute e.g in a court of law
To keep the office tidy
Preserve documents from wear and tear

What are limitations of using carbon paper as a means of making copies of documents

Only few copies can be made at a time
Copies tend to fade with time
Confidentiality may be compromised
Copies may be untidy

What are the reasons for cross-referencing when filing documents

When more than one name is used by a person or company
When correspondence may be sought under more than one name
When firm is known by its initials
When the name has changed

What are the ways in which a worker can show consideration for others at work

Sharing resources and information fairly
Not making unnecessary noise
Taking up their work when colleagues are absent
Being sympathetic to their colleagues
Being respectful to colleagues
Listening to other peoples opinion

Outline the procedure used when handling outgoing mail

Mails should be collected from departments at a regular interval that are pre-arrangement
Clerks must ensure that letters are put into the correct envelops and all enclosures attached to relevant letters
Letter should be sorted according to the type of service required so that they can be weighed according to the category of service
Letters should then be stamped with the correct amount of postage
Where there is need to keep the record of the amount used on postage, the details of the mails should be recorded
Franked letters must be delivered at the post office counter and mails requiring special service, should be delivered at the post office and a receipt obtained

What are the reasons for choosing photocopying method to reproduce documents

Exact copies without loss of any details are obtained
Quicker than duplicating or printing as no need for the preparation of the master
Color copies can be obtained in some machines
Large sized documents can be reduced by some machines and smaller ones can be enlarged
There is no need to verify the number of copies as the quantity is preset before

What are the measures that should be taken to ensure that the forms designed are suitable

The writing surface, the style of print, the paper sequence of information and method of entry should be easy for rapid completion of the form
Good appearance and balanced arrangement of information of the form
Adequate space should be provided for the expected information
Every form should have an appropriate title
Should be cost effective
It should be easy to reproduce the form
The quality of paper and color must be appropriate

What are the factors/reasons that may discourage organization from using alphabetical filing method

In large systems it takes longer time to find papers
There is likely congestion under common names
It is difficult to forecast space requirement for different letters of the alphabet
There are possibilities of a document being filed under a different name due to differences in spellings

Highlight five measures that may be taken to minimize noise in an office

Carpets or rubber mats spread on the floor will reduce the sounds caused by the movements of the clerks and other people
Below the office machines which create noise in operation, felt pads can be placed which reduce noise
Calling bells can be replaced with buzzers
Telephone may be kept in sound-proof booths to reduce the sound
Clerks must be instructed to maintain calmness
Workers must be engaged fully during the office hours so that they don’t waste time over idle gossip
Banging or creaking doors should be fitted with rubber or felt steps to reduce sound

As an office manager you were asked by your boss to assess the best place to locate a new office. Discuss the factors you would consider while deciding about a new office site

Office premises should be located in a good area with good reputation
It should be located in those area where necessary facilities e.g. electricity, water, telephone etc.
Office premises should be close enough to those businesses or other concerned persons with whom your organization is required to deal in most of the cases
The office site must be suitable from the point of view of natural lighting temperature, cleanliness, safety etc.
It should be located in such a way that there must be no problem for future expansion
The cost of obtaining office premises must be reasonable and within the financial resources of the business

Outline the principles of office layout

The arrangement should allow for a smooth flow of work with minimum of staff movement
The floor space should be as free as possible to permit free movement
For the benefit of easy supervision of staff’ good and efficient appearance of the office, desks should arranged in a standard plan
All equipment e.g. filling cabinet, telephone etc. likely to be used by everybody in the office should be so sited that within easy reach of those who should use it.This reduces movements of staff and disturbance of work
The number and location of gangways should be allowed in such a way that each employee should be able to leave and reach his desk without having to disturb others.
The arrangement of furniture should not obstruct natural light and ventilation by placing them in front of windows

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Written by MJ