Office Management Lecture Notes PDF

**LECTURE NOTES** **TITLE OF THE COURSE-- INTRODUCTION TO OFFICE MANAGEMENT\ DEFINITION OF OFFICE**―An office is the administrative centre of a business. The purpose of an office has been defined as the providing of a service of communication and record‖- Mills & Standing Ford. ―An office is a pl...

**LECTURE NOTES** **TITLE OF THE COURSE-- INTRODUCTION TO OFFICE MANAGEMENT\ DEFINITION OF OFFICE**―An office is the administrative centre of a business. The purpose of an office has been defined as the providing of a service of communication and record‖- Mills & Standing Ford. ―An office is a place where business is transacted or professional service is available‖- **FUNCTIONS OF MODERN OFFICE** **I Basic Functions** i. Receiving and collecting information ii. Recording informationArranging and processing of information iii. Storing of data iv. Communication of recorded data **II Administrative functions** i. Management functions ii. Office systems and procedures iii. Designing and purchasing of office forms and stationery iv. Selection and purchase of office furniture, equipments and machinery v. Public relation function vi. Retention of records vii. Safeguarding of office assets viii. Controlling office cost. **IMPORTANCE OF AN OFFICE** An office is an important unit of the whole organization which is also regarded as the mainspring of a watch. It has its equal importance in the government sector as well as in the private sector. It is essential for the office to perform a number of administrative as well as clerical functions in the process of achieving the organizational objectives ***a) Information Center***: The office serves as an information center. It collects information\ from sources like invoices, letters, memos, agreements, vouchers etc., and protects them in safe\ mode on the basis of their importance for future reference.\ ***(b) Proof of Existence:*** The office is the evidence for existence and survival of business. As\ office coordinates the functions of different departments of an organization, without office no\ business house can survive. People tent to generalize about the existence of business only with\ the help of regular functioning of an office.\ ***(c) Channel of Communication:*** The office is the channel of communication between\ different people and department of business. The staffs working at various levels of managerial\ hierarchy are linked with one another through office. Office transmits the information about the\ functioning of different departments such as personnel, finance, production and marketing with\ each other.\ ***(d) Co-Ordination of Work:*** Business is divided into department and subunits for bringing\ simplicity in the operation. The office will work as a coordinator to maintain the relationship\ between departments. It develops productivity relationship to achieve common goals of an\ organization.\ ***(e) Centre for Formulation and communication of plan and policies:*** A business is\ established with the objective of attaining the certain result. To achieve this result top level\ manager formulate plans and policies from office. These plan and policies are communicated\ to related person through the office. Therefore, the office is a center for the formulation and communication of plans and policies. ***(f) Managerial Control:*** The process of developing performance standard and comparing with\ actual performance in order to take corrective action for deviations if any is called controlling.\ The office helps in controlling the activities of different people and department of an\ organization. Through controlling it ensures that the various activities of business are\ performed with much accuracy. ***(g) Memory Center:*** Office protects important information of past in a safe manner. The departments and people generally collect needed data from the office as and when they are\ required. It provides information storage facilities in the form of files and devices on the basis\ of their importance for future reference. Therefore, the office is considered as memory center.\ ***(h) Service Center:*** The office works as a service center for different units and departments of\ an organization. It provides clerical services like mailing, filing, typing, printing, supplying\ resource etc., to all people working in different departments of an organization. **TYPES OF OFFICE**: 1. ***Front office:*** The front office otherwise called reception. It refers to a company's\ department that come in contact with outsiders such as clients, suppliers, bankers, financial\ institutions and general public at large. The front office welcomes visitors, deals with queries\ of the visitors, and receives mails and disseminates the same to respective departments. 2. ***The Middle Office:*** The middle office is usually a part of operations division of the\ business unit. These divisions ensure the proper flow of work within the organisation. Middleoffice generally functions along with the front office and it comprises of departments offinancial services. Due to their critical role, it is supervised by the back office managers. 3. ***Electronic Office:*** It is integrated computer systems designed to handle office work. In\ this office all the activities are carried out with the help of software applications. The aim of eoffice is to reduce paper work and speed up business operations. The introduction of e-office improves accuracy and efficiency of organizations and thereby improved their level of service 4. ***Virtual Office:*** ―Virtual Office‖ implies mobile or remote work environment equipped\ with telecommunication links and basic office furniture, but without a fixed office space. Office automation has led to the development of virtual office concept. It works just like a physical office but without physical space and facilities. Employees interact with others through portable communication tools such as electronic mail, cellular phone, voice mail system, laptop computer, fax machine, and audio/video conferencing system. Employees armed with these tools can perform their work from any place --- their homes, cars, restaurants, airports, customers'offices, and so on. 5. ***Back Office:*** These offices are generally found in operating corporate organizations\ where tasks dedicated to operating the company are performed. The term comes from the\ building layout of early organizations here the front office would contain the sales and other\ costumer-facing staff and the back office would be those manufacturing or developing the\ products or involved in administration but without being seen by customers. Although the\ operations of back office are usually not given a lot of consideration, their contribution to the business is significant. Meaning of Office Management. Office management refers to the process of planning, organizing, guiding,\ communicating, directing, coordinating and controlling the activities of a group\ of people who are working to achieve business objectives efficiently and\ economically.\ Elements of Office Management. Efficient functioning of office management is based on the elements of office management. Following are the essential elements of office management.\ 1. Personnel-Office personnel are actually performing the office work. Generally, the office work is to be performed by allocating the work to each individual according to their efficiency, guide the personnel to do the work with the help of means available in an office within a specified time and control the activities of office personnel. 2\. Means- refers to tools used to perform the office work. Means include pen, pencil, eraser, paper, ink, office forms, typewriter, computer, printer, calculator and the like. Adequate tools have to be supplied in an office and put them to the most efficient and economical use for achieving objectives.\ 3. Environment-The nature of business determines the environment of an office. The various office works have to be carried on under a particular condition or environment. A working environment is created and maintained for the smooth performance of office work. It is the duty and responsibility of an office manager to bring suitable environment by adopting various procedures and practice.\ 4. Purpose-The office personnel must be aware of the purpose for which a particular work is carried on and the impact of such work on others' performance. The office manager teaches the purpose to office personal. If not so, the performance of office work does not bring the most efficient and economical use of office resources and achieve the objectives.\ **Seven Major Functions of Office Management.**\ **Planning**- is the first step in the process, as well as the first step in office\ management. It is the creation of a well-defined course for future actions and\ lays out what people within the office need to do. It creates stages or methods\ for people to follow to ensure consistency and improve productivity.\ **Staffing -**This is about selection, recruitment, compensation and training of staff. It can also include areas such as promotion and retirement of staff and managers to ensure the right balance of staff is maintained.\ **Directing-**Creating plans is one thing but you need to implement them and that means directing staff in what is required of them. This involves training as well as continued guidance to ensure that processes are understood and followed. It can also cover any systems in place to handle people who don't follow the\ processes. **Communicating-**In order to direct people to follow processes laid out in the plan, communicating with staff is key. It is about building good human relations and understanding what staff needs are, therefore, enable them to follow the office management plan. Clarity, integrity and the strategic use of information, organization are three key points that should be mastered within this skill. **Controlling-**This is ensuring that the high-level plans are followed while allowing room for people to do things as they find best within it. It can apply to the physical processes that are carried out, the computerised processes or even areas such as financial processes to ensure consistency. a. **Coordinating-**Coordinating can be one of the trickier principles of office management -- the need to coordinate within the team but also with other areas of the business to ensure everyone is working harmoniously. There are several key principles used to guide actions in this area including that of direct contact -- reducing the red tape involved with processes and ensuring they are clear and easy to follow. Continuity is another principal -- ensuring everyone is following the plan laid out.\ **Motivating-**Motivating staff is definitely the hardest role of the office manager. There is self-motivation and external motivation and these both need to be used to achieve aims and goals. Keeping morale high while maintaining discipline is important and setting examples of subordinates should also be done -- leading\ by example.\ **Conclusion-**These seven major functions of office manager show that it is about more than simply getting the office to run smoothly. The aim to have a plan, ensure it is applied to consistently and to offer support to staff to help them do this.\ \ **CHARACTERISTICS AND STEPS FUNCTIONS OF OFFICE\ MANAGEMENT** i. **Objectives** and **Purpose**. The very **purpose** of any office organization is to avoid waste of time and duplication of work. \... ii.  Division of Work or Specialization. \... iii.  Principle of **Efficiency**. \... iv.  **Unity** of Command. \... v. Principle of Definiteness. \... vi.  Scalar Principle. \... vii. Principle of Span of Management. \... viii.  Principle of **Authority**.\ **TYPES OF ORGANIZATIONS** **There are several types of organizational structures, each of which work best for certain sizes or types of business.** 1.  Flat Organizational Structure. \... 2. Functional Organizational Structure. \... 3.  Product Organizational Structure. \... 4.  Geographical Organizational Structure. \... 5. **Matrix** Organizational Structure.\ **FUNCTIONS OF AN OFFICE ADMINISTRATOR\ Office Administrator\ **An Administrator provides office and administrative support to either a\ team or individual. This role is vital for the smooth-running of a business.\ Duties may include fielding telephone calls, receiving and directing\ visitors, word processing, creating spreadsheets and presentations, and filing.\ Additionally, Administrators are often responsible for specific projects and\ tasks, as well as overseeing the work of junior staff.\ **Administrator job description duties and responsibilities\ **Extensive software skills, internet research abilities and strong\ communication skills are required. An Administrator job description may also\ have the title of Department Assistant, Coordinator or Personal Assistant. The\ job description should feature:\  Answering incoming calls; taking messages and re-directing calls as\ required\  Dealing with email enquiries\  Taking minutes\  Diary management and arranging appointments, booking meeting rooms\ and conference facilities\  Data entry (sales figures, property listings etc.)\  General office management such as ordering stationary\  Organising travel and accommodation for staff and customers\  Arranging both internal and external events\  Possibly maintaining the company social media accounts\  Providing administration support to Sales Reps, Property Managers and\ Senior Management\  Administrator job qualifications and requirements\ Although an undergraduate degree isn't required for an Administrator\ role in every company, some employees do prefer to hire graduates. The\ following degrees would be valuable:\ Administrators are required to use a variety of software packages\ including Microsoft Word, Outlook, PowerPoint and Excel. Aside from this,\ candidates will need to have excellent communication, organisational abilities\ and time management skills.\ As Administrators are likely to be liaising with both internal and external\ stakeholders, it's important that the Administration job description includes\ being well-presented and maintaining a sense of professionalism at all times. **OFFICE RECORD MANAGEMENT -- IMPORTANCE\ **What is Records Management? The systematic and administrative control of records throughout their life cycle to ensure efficiency and economy in their creation, use, handling, control, maintenance, and disposition.\ What is a ―Record‖? **Records**: Recorded information, in any format, that allows an office to conduct business.\ o This includes emails\ o Also *documents* business processes\ Value of Record determined by **content,** not format!\ Records vs. Non-records\ Not everything produced by an office is a record\ Duplicate Copies\ Drafts and Informal Notes\ Routing Slips\ Personal Correspondence\ How do I tell the difference?\ Do your records:\ Support or document a transaction?\ Document the formulation or execution of a policy, interpretation of a\ policy, or change of policy?\ Document Actions taken in response to an inquiry?\ Records vs. Non-Records: Examples\ E-mail to contractor clarifying terms: **Record!\ ** Memo notifying a subordinate of committee assignment: **Record!\ ** Sender must retain as record; recipient may delete as appropriate\ Draft of a report: **Non-Record!\ ** The final report will be a record, however\ What is a ―Record Series‖?\ A group of similar records that are arranged according to a filing system\ and that are related as the result of being created, received, or used in the\ same activity or function\ Copies of same record may belong to different series-- determine which is\ original!\ Functional unit of Records Schedules\ What is a Records Schedule?\ Also known as **Records Retention/Disposition Authorization (RRDA)**\ Prescribes length of time to keep records in an office-- this is known as\ the **Retention Period\ ** Provides instructions for **disposition** (destroy or transfer**)\ \ THE RECORDS LIFE CYCLE\ LIFE CYCLE: CREATION AND USE\ ** Record is **created\ ** Record is **organized into a record series**\ Group of similar records related by creator or function\ Record is **distributed** throughout office or **used**, as appropriate\ **LIFE CYCLE: RECORDS MAINTENANCE\ ** Records are **Filed** in office\ Inactive Records may be **Transferred to Off-site storage\ ** For records which must be retained, but which are of little/no\ archival value\ **FILING ESSENTIALS\ A BRIEF NOTE ON FILING\ ** **Be Consistent**-- File similar records in similar ways\ **Establish a system *early****---*Alphabetic? Numeric? Chronological?\ Subject?\ **Keep track of dispositions--** Mark files by date and type\ **Keep records series separate\ CLASSIFICATION AND ARRANGEMENT OF FILES\ **The filing method under which **files** and folders are **arranged** in order of\ number is called numerical **classification**. All **files** and folders are given\ separate numbers. It is an indirect method of **classification** of filing. \... It\ includes name, address, phone number, subject and other information\ along with file number.\ **Files** are used for storing the Information of the user. Generally\ for **arranging** all the **Files** directories or Folders are used. A Folder or\ Directory is also called as the Container of the **Files** in which many Sub\ directors and **Files** are Stored. So that **Files** System Specifies\ the **Arrangement** of the **Files** in the System.\ **THERE ARE 5 METHODS OF FILING:\ **  **Filing** by Subject/Category.\  **Filing** in Alphabetical order.\  **Filing** by Numbers/Numerical order.\  **Filing** by Places/Geographical order.\  **Filing** by Dates/Chronological order.\ **The classification levels are the degrees of specificity, with a file\ classification scheme usually having three major components:\ **  Broad, encompassing categories, called FUNCTIONS.\  Narrower subsets of each function, called ACTIVITIES.\  Yet narrower and more specific subsets of activities, called\ TRANSACTIONS.\ **LIFE CYCLE: DISPOSITION\ Disposition:** when records have reached the end of their useful life for a\ particular office.\ **TYPICALLY ONE OF THREE OPTIONS:\ ** **Destruction\ ** **Confidential Destruction\ ** **Permanent Archival Retention\ ** Destruction of Records\ Between **95-98 percent of all records** should eventually be destroyed\ Disposition step for records with no enduring value\ **Confidential Destruction** is necessary when records contain sensitive\ information, such as student or personnel information\ **LITIGATION HOLDS\ ** An important exception to retention schedules!\ **Under litigation holds, NO RECORDS in that series may be\ destroyed for duration\ ** Legal Affairs and/or Public Record Custodian will inform your office if a\ hold is placed\ **MODERN METHODS OF FILING -- MODERN FILING DEVICES\ **  **Modern Filing System**.\  Horizontal **Filing System**: Horizontal **Filing system** is a **modern** type\ of **filing**. \...\  Flat **file**: A flat **file** is made of cardboard or thick paper. \...\  Arch Lever **File**: \...\  Advantage:\  Disadvantage:\  Vertical **System** of **Filling**:\ **ELECTRONIC RECORDS\ ** ----------------------------------------------------------- **Electronic Record** **Paper Analog** ----------------------- ----------------------------------- E-mail message Memo, typed letter E-Form template Form master copy Museum accessions\ Accession card catalog database Student paper (e\ Student paper submitted in class\ mailed or D2L\ or via mail submitted) Instant message log Memorandum of conversation ----------------------------------------------------------- **\ OFFICE COMMUNICATION\ Office communication** is the process of sharing knowledge and ideas\ between one person or group and another person or group within an\ organization both verbally and non-verbally. It is important to get the job\ done, as well as developing a sense of trust and increasing employee\ productivity.\ **Communication** in the workplace is very **important** for companies to\ work efficiently and be productive. \... Employers who spend time and\ energy to create open **communication** lines will quickly create trust\ among employees, resulting in productivity, performance and overall\ morale.\ **FIVE TYPES OF COMMUNICATION\ **  Verbal Communication. Verbal communication occurs when we engage in\ speaking with others. \...\  **Non**-Verbal Communication. What we do while we speak often says more\ than the actual words. \...\  Written Communication. Whether it is an email, a memo, a report, a\ Facebook post, a Tweet, a contract, etc. \...\  Listening. \...\  Visual Communication.\ **COMMUNICATION SKILLS FOR WORKPLACE SUCCESS\ **  **Listening**. Being a good listener is one of the best ways to be a good\ communicator. \...\  Nonverbal Communication. Your **body language**, eye contact, hand\ gestures, and tone of voice all color the message you are trying to convey.\ \...\  Clarity and Concision. \...\  Friendliness. \...\  Confidence. \...\  Empathy. \...\  Open-Mindedness. \...\  **Respect**.\ **CORRESPONDENCE AND REPORT WRITING\ TIPS AND TEMPLATES FOR EFFECTIVE CORRESPONDENCE!\ **  The first sentence should get right to the point. Do not ramble.\  Use short and concise sentences to express your ideas.\  This is a method of official communication so practice standard format\ and avoid slang.\  Tone is very important. \...\  Be aware of the audience.\  Edit, edit, edit.\  Keep your **report** concise -- remember, people typically don\'t have much\ reading time. Keep your sentences short, clear and easy to read, with the\ minimum of jargon. If you **write** the way you speak, your readers may\ find it easier to grasp what you want to **communicate**. Break up your text\ with headings and subheadings.\ \"Legal **drafting**\" can **mean** the preparation of any written legal\ document\--a motion, a letter, a brief, a memo, or a contract. Lawyers and\ law teachers use the phrase in this way all the time: \"**Draft** a brief\" or\ \"**draft** a letter.\" \"Legal **drafting**\" can **mean** the writing of binding legal\ text\ In this way, a **report** is a formal **communication written** for a specific\ purpose. It includes a description of procedures followed by collection and\ analysis of data, their significance, the conclusions drawn from them, and\ recommendations, if required.\ **REPORT WRITING FORMAT\ **  Title Section -- This includes the name of the author(s) and the date\ of **report preparation**.\  Summary -- There needs to be a summary of the major points, conclusions,\ and recommendations. \...\  Introduction -- The first page of the **report** needs to have an introduction.\ \...\  Body -- This is the main section of the **report**.\ **MEANING OF OFFICE COMMUNICATION AND MAILING\ **  **Mail** may be described as any written **communication** which passes\ through the messenger, courier or the post **office**. There is need of\ continuous contacts with the customers, suppliers, branches, departments,\ banks, financial institutions, government agencies, non --- government\ organization, and the like.\  Workplace **communication** is the process of exchanging information and\ ideas, both verbal and non-verbal between one person/group and another\ person/group within an organization. It includes e-mails, text messages,\ notes, calls, etc.\  **Office communication** is necessary to make contacts, understand the\ goals and objectives, share ideas, convey information, give instructions,\ and remove misunderstandings among the employees. \... It is a bridge\ that connects the employees and **management** of an organization **FORM LETTERS - MEANING, PRINCIPLES AND FACTORS TO\ BE CONSIDERED IN DESIGNING OFFICE FORMS\ Form** is very similar to the element of **design** shape. The difference is that the\ term is **form** is used in art work that has three dimensions instead of two as\ shapes. The three dimensions are length, width and depth. The seven elements\ are line, **color**, **value**, **shape**, form, **space**, and **texture**.\ **TYPES OF LETTERS\ **  Formal **Letters**.\  Informal **Letters**.\  Semi-formal **Letters\ SAMPLE LETTER FORMAT\ **1. Contact Information (Include your contact information unless you\ are **writing** on letterhead that already includes it.) Your Name. Your\ Address. \...\ 2. Date.\ 3. Contact Information (The person or company you are **writing** to) Name.\ Title. \...\ 4. Greeting (Salutation Examples)\ 5. Body of **Letter**.\ 6. Closing.\ 7. Signature.\ 8. Typed Signature\ **FACTORS TO BE CONSIDERED IN FORMS DESIGNING\ **Suitable for the Purpose: Easy clerical operation is the main purpose\ of **designing** an **office form**. \...\  Ease in Use: The **forms** should be designed that they are easy to use. \...\  Simple **Design**: Simple **form** facilitates the user in use and requires less\ time in completion.\  AESTHETICS. \...\  ERGONOMICS. \...\  MATERIALS. \...\  MANUFACTURE. \...\  MODULARITY. \...\  SUSTAINABILITY. \...\  PROTECTION. \...\  PACKAGING & ASSEMBLY.\ **TYPES OF REPORT WRITING\ **  Long **Report** and Short **Reports**: These **kinds of reports** are quite clear, as\ the name suggests. \...\  Internal and External **Reports**: \...\  Vertical and Lateral **Reports**: \...\  Periodic **Reports**: \...\  Formal and Informal **Reports**: \...\  Informational and Analytical **Reports**: \...\  Proposal **Reports**: \...\  Functional **Reports**:\ It is a concise document based on research that typically analyses a situation\ and sometimes makes recommendations. **Types of reports** include memos,\ meeting minutes, expense **reports**, audit **reports**, closure **reports**,\ progress **reports**, justification **reports**, compliance **reports**, annual **reports**,\ and feasibility **reports**.