Office Procedures PDF

1. OFFICE PROCEDURES A. THE OFFICE CONCEPT, FUNCTIONS, AND IMPORTANCE What is an Office? any physical structure where business transactions are being held. the nerve of a modern business enterprise where the day to day happenings of the business are b...

1. OFFICE PROCEDURES A. THE OFFICE CONCEPT, FUNCTIONS, AND IMPORTANCE What is an Office? any physical structure where business transactions are being held. the nerve of a modern business enterprise where the day to day happenings of the business are being planned, processed, and recorded. The show window of the business enterprise which serves as the reflection of the company’s image. involves the planning, design, implementation of work in an organization and its offices. This includes creating a focused work environment, and guiding and coordinating the activities of office personnel to achieve business goals. These activities are evaluated and adjusted to improve and maintain efficiency, effectiveness, and productivity. A place in which the function of a public officer is performed. 6 Key Office Management Functions Planning - vision, mission, goals, objectives. It is deciding in advance on what, how, and when something is to be done, thus, the preparatory in bridging the gap between the present and future. Organizing Resources – materials, personnel, financial backing, delegation, identification of tasks, assignments. Structuring the functions and duties to be performed by a group of people for purposes of attaining the objective. Staffing-recruitment, selection, promotion,compensation, development, Evaluation,retirement. Provides the organization with adequate, competent, and a verified personnel at all levels. Directing - mere planning, organizing, and staffing are not sufficient to set the tasks in motion. Direction that the manager is able to make the employees accomplish their tasks by making them integrate the effort. Controlling - it is this possibility of actions deviating from plans that calls for constant monitoring that calls for performance so that appropriate steps may be taken to make them conform to plans. This also involves compelling the events to conform to plans. Coordinating - deals with harmonizing work relations and efforts at all levels for achieving some common purpose. The idea of coordination is to adjust, reconcile, and synchronize. Office Functions 1. Primary or basic functions - functions that are related to information management. It helps in receiving, recording, arranging, analyzing, and transmitting information. Primary or basic functions A. Receiving and collecting information- Receiving and collecting different types of information from the different types of sources is the primary function of an office. The information is received from two sources. They are internal and external. Letters, invoices, circulars, notices, memos are the internal sources and supplier, customers, government, banks are the external sources. It may be complaints, orders, applications, and so on and these data can be gotten either in textual or oral B. Processing and arranging information - It is the most significant function of an office. The information collected and recorded cannot be readily used for the decision-making and other purposes in the organization. Therefore, it must be processes and arranged. Processing information involves preparing notes, sorting, editing. All information are to be arranged in a systematic way. Used making credible decisions within the organization. Additional: C. Recording Information: these documents including; registers, diaries, etc. depending on the company and its scope of operations, computers are usually used to type and save documents. 2 D. Dispensing Information: the recorded information will do no good to the company or its customers if the information is not dispensed (dispense=to set aside) accordingly. C. Supplying information - After arranging and analyzing information it is ready to supply in the management. It provides necessary information to its member whenever it is required. This information helps in decision-making process. D. Retention of records or Storing information - Retention is defined as the preservation of records for future reference. It involves collection, preservation, classification and protection of records for future reference. It is maintained in files, computers etc. Every record has a life span. It is protected according to its importance. Retention of record depends upon the nature of organization. The efficiency of office depends upon the way records are retained. Not all information is to be dispensed, other information needs to be stored for future use of the company. 2. Auxiliary or administrative management function A. Management process- To make any business successful there must be good management. Office helps in effective management. It includes planning, organizing, staffing, directing and controlling. It helps in smooth functioning of the organization. B. Public relations - There must be good public relations of the organization. The main purpose of public relation is to make the organization look trust-worthy to all people who deal with it in all its action. C. Development of office system and procedure - Every office develops a definite office system and a fixed routine. It helps in smooth flow of office work. The system is also known as procedure of office work. D. Safe guarding the assets - All assets, movable and immovable, documents and office records must be guarded and protected. They can protect these assets through insurance policies,locker etc. E. Form designing and control - An office designs, develops and prepares many types of forms needed for office management. It helps to get maximum benefits. These office forms are important tools for collection and storage of information. F. Purchasing stationery and supplies - Office stationery and supplies are essential for doing work. It helps in increasing the efficiency and improving quality of works done. Office should pay attention in purchasing right type of stationery and supplies. G. Purchasing office furniture and machine- Office requires various types of office furniture and machine for efficient performance. The quantity, quality, consistency and completeness of work basically depend upon the ability and quality of assets like office furniture and machine. H. Personnel function- Office is also related to recruiting, training, placing, promoting the Employees. Employees help in the success of the organization. Additional Information Source:(https://kullabs.com/class-11/business-studies/office-management/concept,-function-and -importance-of-office) An office is the center point of an organization. It is a place to perform different activities of a business organization. The office is the brain of a whole organization. The office performs a clerical function such as information collection, recording analyzing, distribution of information and executive function such as planning, policies formulation, organization, decision making etc. There are two concepts of office. They are: 1. Traditional concept Traditional concept defines office as the place to perform all managerial and clerical activities. It is the definite area in business. All business functions are regulated and directed from the office. It collects and stores information about the office. J.C.Denyer- Office is a place where clerical operations are carried on. M.C. Shukla- The point at which the greatest concentration of paperwork activity is found is popularly referred to as the office. Therefore, traditional concept explains office as a specified place. It is the particular place for handling whole business. 2. Modern concept The modern concept of office explains office as an activity rather than the place. According to this concept, any place can be said as an office, if the official activities such as executive and clerical activities function are performed. Jame Stephenson- The office is that part of business enterprises which is devoted to the direction and coordination of its various activities. It is the seat, not only of the administrative activities which determine the policy of the whole business but also of the principal executive activities whereby that policy is carried into effect. Edward Roche- Office exists anywhere certain kinds of work are performed. It is a mistake to regard an office as a specific place. Just as a tree is known by its fruits, so also a business office is known by the functions it discharges. Therefore, an office is an important part of the organization in which different administrative and clerical functions are performed to achieve the objective of the organization. It has given importance to a functional area of business rather than a specific place. In conclusion, an office is a place to perform all business activities relating to clerical and executive. It acts as the central point of the whole organization and all the information and resource come to an office and they are distributed from the office itself. The office is the brain of an organization. Importance of Office An office is the center point of any business activities. It is like the brain in a human body. As human physical activities are regulated and control by the brain, the activities of department and people in an office as well regulated and control from office. The importance of office can be explained with the help of the following point:  Information center: The office is very much important to collect and distribute information. Information is available from a different source such as invoice, letter, memos, agreement, voucher etc. The office collects information and protects them in safe mode on the basis of their importance. Proof of existence: The office is the evidence for existence and survival for business. We generalize the information about the existence of business with the help of the office. If the office is regular then we can say business is running. Channel of communication: The office is the channel of communication between different peoples and the department of business. There are a various level of staffs in business who are communicating with each other through means of office. Different department such as marketing and production are communicated with the help of the office. Coordination of work: Business is divided into department and sub-units for bringing simplicity into the operation. The office will work as a coordinator to maintain the relationship between departments. It develops productivity relationship with different department to achieve a co-operative objective. Center for the formulation of plan and policies: Business is established with the objective of attaining a certain result. To achieve this result top-level manager formulate plans and policies from office. These plan and policies are communicated to the related person through the office. Therefore, the office is a center for the formulation of plans and policies. Managerial control: The process of developing performance standard and comparing with actual performance is called controlling. The office helps in controlling the activities of different people and department of business. The office ensures that activities performed in business are accurate. Memory center: Office protects important information about the past in a safe manner. It provides information storage facilities in files and devices on the basis of their importance for the future. The department and people who need information are available from the office. Therefore, the office is a memory center. Service center: The office works as a service center for different units and department of business. It provides clerical services like mailing, filing, typing, printing, supplying resource etc. to concern department. It provides assistant facility to all people as well as units in business. B. THE OFFICE IN RELATION TO THE ORGANIZATION Who are the office workers? They are the members of the staff who are in-charge of the day to day activities in the office. They help company executives, department managers, supervisors, and fellow workers meet their responsibilities. The common forms of business organization? Single or Sole Proprietorship Partnership Corporation Cooperatives C. INFORMATION PROCESSING AND TECHNOLOGIES Information processing - the acquisition, recording, organization, retrieval, display, and dissemination of information. In recent years, the term has often been applied to computer-based operations specifically. 4 Stages Of Information Processing Attending is the first stage of information processing, and it refers to when a person is gathering information from their environment. Encoding is the second stage of information processing, and it refers to a person focusing and trying to truly understand something. Encoding is more involved than attending. Storing is the third stage of information processing, and it refers to keeping or maintaining information in the brain for an extended period. The storing phase can be thought of as keeping information in a person's ''memory bank''. Retrieving is the fourth stage of information processing, and it refers to when a person remembers information they had stored in their memory bank. For example, when a student can remember information from a lecture while taking a final, they are retrieving this information from their memory bank. D. DUTIES AND RESPONSIBILITIES OF ADMINISTRATIVE PROFESSIONALS DUTIES AND RESPONSIBILITIES OF OFFICE WORKERS 1. Administrative Duties – include the ability…. To manage your work and time To get along with others in the office To locate business information quickly To receive and entertain callers To make appointments To handle meetings and conferences To order supplies To make travel arrangements 2.Communication – include the ability…. To handle mail To use shipping services To handle telephone callers To handle other methods of telecommunications 3. Records Management –include the ability…. To do basic filing and finding systems To have some knowledge of records control 4. Processing Words– include the ability…. To dictate or type business letters, reports and other business papers. To proofread To take and transcribe dictation To use the words processing machine. 5.Refrographics– include the ability…. To operate the various copying and duplicating process and should know which process is best suited for each reproduction jobs. 6.Computing, Accounting, and Data Processing– include the ability…. Basic ability to calculate Ability to keep financial records Basic knowledge of data processing which involves taking unorganized facts and arranging them in such a way as to obtain the desired information with the use of high-speed electronics equipment like computer machines. E. ESSENTIAL SKILLS AND QUALITIES OF ADMINISTRATIVE PROFESSIONALS Communication skills Communication is a major component of nearly any administrative job, so possessing this soft skill is necessary when working as an administrative assistant. These professionals interact with a variety of people, including staff, employers, managers, and clients. They often communicate in various forms, such as through email, on the phone, and in person. Common communication skills needed for administration include: Written communication skills. Interpersonal skills. Active listening skills. Presentation skills. Verbal communication skills. Public speaking. Business correspondence. Editing skills. Organization skills Another important skill for administrative roles is organization skills. These professionals often have to coordinate and oversee various tasks as well as manage the calendars of supervisors and/or executives.  Attention to detail. Calendar management skills. Multi-tasking skills. Filing skills. Bookkeeping. Record-keeping skills. Appointment setting skills. Event planning skills. Time management skills Administrators must also hold strong time management skills to ensure everything gets done each day. Administrative assistants are often not only be responsible for their own schedules and work tasks, but also for organizing and setting the schedules of executives. Prioritization. Delegation. Goal setting. Stress management. Planning. Strategic planning. Decision making. Resource management. Technology skills Administrative professionals need strong technology skills to perform various duties throughout their workday, such as operating Microsoft Word or using a fax machine. Microsoft Office Suite. Common operating systems. Faxing. Database management. QuickBooks. Email skills. Office equipment. Social media. WordPress. Problem-solving skills Administrators are often looked to for solutions to various office-related problems. For example, an executive assistant may need to rearrange an executive’s schedule when an unplanned event arises. Conflict resolution. Teamwork skills. Critical thinking skills. Brainstorming. Employee relations. Creative thinking skills. Troubleshooting. Customer Service Skills Depending on the workplace, administrative professionals may also need strong customer service skills to interact with customers, solve customer issues, and ensure customer satisfaction. Attentiveness Responsiveness. Empathy. Friendliness. Product/service knowledge. Patience.  Confidence. Adaptability. F. THE PROFESSIONAL IMAGE OF AN ADMINISTRATIVE PROFESSIONAL A professional image describes the way a person conducts themselves at work and in other professional settings. It also involves the attitude they use at work and how others perceive them. The 3 Key Elements of a Professional Image Appearance: What you wear and how you look matters, appearance is the first thing that people will judge you on. Remember, your online image is as important as your in-person image. Professional behavior is a form of etiquette in the workplace that is linked primarily to respectful and courteous communication and conduct. Professional conduct involves your ethics, morals, and standards of behavior. If you want to have a professional image, you must maintain your ethical behavior and preserve your integrity and reputation. Whether you are looking for a job, starting a new career or business, having a professional image will set you apart from your competition. 7 characteristics which you must possess in order to build a strong professional image: 1. Neat appearance 2. Politeness 3. Strong and clear communication 4. Reliability 5. Competency 6. Business Etiquette 7. Organized and methodical G. BUSINESS ETIQUETTE What is etiquette? The customary code of polite behavior in society or among members of a particular profession or group. Set of conventional rules of personal behavior in polite society usually in the form of an ethical code that delineates the expected and accepted social behaviors that accord with the conventions and norms observed by a society, social class, or a social group. Business etiquette? Is a set of rules that govern the way people interact with one another in business, with customers, suppliers, with inside or outside bodies. It is about conveying the right image and behaving in an appropriate way. It is all about building relationships with people within and outside a business organization in the business world. It is simply a means of maximizing your business potential. The 10 Basics of Business Etiquette 1.Arrive on Time 2.Dress Appropriately for Work 3. Speak Kindly of Others 4. Avoid Gossip or Eavesdropping 5. Show Interest in Others 6. Watch Your Body Language 7. Introduce Yourself and Others 8. Don’t Interrupt Others 9. Mind Your Mouth 10.Consume Food and Drink Correctly H. EFFECTIVE TELEPHONE COMMUNICATIONS Positive Tone of Voice - Tone of voice is one of the most important topics to focus on in a call center or answering service. Because callers are unable to pick up on body language over a phone call, tone of voice becomes their main method of determining the call operator’s attitude. Clear Enunciation- Enunciation allows the caller to fully understand what’s being said. Have you ever spoken to a call operator who talks too quickly or quietly? If so, you can understand how frustrating a lack of enunciation is for your callers. Sincerity- Callers develop trust for agents who start the conversation with a sincere wish to address their problem. A good phone service agent should be genuine, compassionate, and caring. Engagement- Although not every call involves a crisis or emergency, our professional phone agents are trained to remain engaged on every call. This allows them to properly handle crisis calls when they do come across one, even when the calls start routinely. Active Listening- Active listening is an essential aspect of good communication skills. When your operator(s) demonstrate good listening skills, your customers will feel as though their concerns are valid. Going Beyond Message Taking- Improving customer satisfaction is not only about taking a caller’s message and accurately relaying it to the business, it’s about providing compassionate and professional customer support. I. RECORDS MANAGEMENT SYSTEM Records Management system (RMS) is the management of records for an organization throughout the records-life cycle.The activities in this management include the systematic and efficient control of the creation, maintenance, and destruction of the records along with the business transactions associated with them. Considered a key component of operational efficiency, record management adds more value to an organization's information assets. Activities involved in records management are: Identifying the information which needs to be captured. Information planning for the organization. Enforcement of policies and practices regarding creation, maintenance, disposal of records Creation of a records storage plan. Classification, identification and storing the records. Coordination of providing internal and external access to the records keeping in view of data privacy and business and data confidentiality. TWO TYPES OF RECORDS MANAGEMENT SYSTEMS Paper Record Management Systems As the name might imply, traditional paper record management systems involve the management and storage of hard-copy documents. Although some small businesses may still predominantly use paper record management systems because of their smaller size, paper records are most commonly used by businesses that deal in legal services or healthcare. These industries tend to be highly regulated and often require hard-copy documentation as proof of record Electronic record management systems stem from their use of digital file formats, and what this specifically entails for managing electronic records. Unlike paper documents, electronic files cannot be physically held, which carries certain implications for maintaining their authenticity and security. 2. PERSONALITY DEVELOPMENT A. ASPECTS OF PERSONALITY AND DEFINITION The word “personality” originates from the Latin word "persona", which means "mask" worn by theatrical performers in order to either project different roles or disguise their identities. While there are many different definitions of personality, most focus on the pattern of behaviors and characteristics that can help predict and explain a person's behavior that makes a person unique. It is believed that personality arises from within the individual and remains fairly consistent throughout life. Explanations for personality can focus on a variety of influences, ranging from genetic explanations for personality traits to the role of the environment and experience in shaping an individual’s personality. Psychologically speaking the meaning of personality is a complex structure of learned responses, dependent upon a multitude of factors and influences, including Karma, and level of consciousness. Different personality types develop and change in relation to the ego's beliefs, actions, and intentions. Personality development training and improvement are