Office administration (CSEC)

Ergonomics

The science of the work area

Importance of proper ergonomics

Increase in efficiency and productivity, decrease in accidents and injuries, decrease in incidents of illness and absence caused by illness, improved moral and stress levels

Skills required by office personnel

Literacy and numeracy, effective communication, time management, analytical skills, computer proficiency

Attitudes required by office personnel

Team spirit, tolerance, softer your conscience, environmental awareness, group dynamics, social responsibility

Attributes required by office personnel

Integrity, honesty, punctuality, deportment, self esteem, self confidence , willingness

What are human relationships

These involve creating a positive work environment that will motivate workers to work together in harmony

Centralization

Where office activities used by all departments are located in one area

Decentralization

Where office activities are done separately. Each office is responsible for their own department

Advantages of centralization

Staff will become more specialized, noisy machines are in one place

More expensive machines can be bought, supervision is easier

Tasks will become standardized

Disadvantages of centralization

Work can be delayed

Workers may feel alienated

Work becomes monotonous

Machines deteriorate

Advantages of decentralization

Work is done quickly

Allows for privacy

Disadvantages of decentralization

Supervision is harder

It is expensive

There may be duplication of work throughout the department

Types of office layout

Open plan and enclosed plan

Describe open plan

Consists of one large room with no partitions

Advantages of open plan

Greater levels of communication, encourages team work

Supervision is easier, cheaper to maintain

Disadvantages of open plan

Illnesses can be spread easily, there may be distractions

Lack of privacy, it is difficult to cater to everyone's needs

Describe enclosed office plan

Consists of a singular room of one or two employees

Advantages of enclosed office plan

Greater levels of privacy, more security

Employees work in peace and quiet

Employees are able to personalize their points

Disadvantages of enclosed office

Expensive to maintain, doesn't encourage team work

Lack of supervision

Workers may feel isolated

Virtual office

Doesn't consist of a physical work place. Employees work from a remote areas using computers, email, telephones and group software

Advantages of virtual office

Cost effective, increases flexibility, employees can be hired from anywhere in the world

Disadvantages of virtual office

Lack of face to face communication

Workers lack team spirit

Technical difficulties

Functions of sales office

Liasing with other departments, monitoring stock control, managing sales records, calculating commission and discounts.

Functions of sales clerk

Maintaining mailing lists

Skills required by sales clerk

Basic IT skills, data entry skills, literacy and numeracy, filing skills

Functions of marketing office

Budgeting, branding , advertising, organizing promotional activities

Duties of accounts clerk

Writing cheques, preparing payroll, making ledger enteries

Systems of stock control

Bin system, two bin system

Information management system

A system of managing records in a business so they can be easily referred to in the future

Characteristics of an information management system

It stores information, information can be retrieved, information is persevered safely, files can be archived for future reference

Characteristics of a good records management

It is expandable, information is retrieved quickly, records are kept protected

Duties of records management clerk

Preparing documents, processing data, managing records, retrieval of information

Classifications of records management

Alphabetical, subject, numerical, geographical, chronological

Methods for cross referencing

Out cards, colour coding, tickler files

Methods for dealing with inactive files

Shredding, burning , archiving , microfilming

What is the contribution of the reception desk

Creating a good, positive image of the firm, creating a good interpersonal relationship between the business and customers

Duties of the receptionist

Operating a switchboard

Maintaining the reception area

Receiving and screening visitors

Receiving and filing business cards

Attributes of a receptionist

Tact

Good temperament

Willingness to use initiative

Good and appropriate personal grooming

Articulate

Procedures for making appointments

1. Check executive diary to ensure slots are available

2. Be aware of the executives daily schedule and routine

3. Make appointments at time suitable for all parties

4. Stagger appointments so there is time for the executive to prepare

Procedures for cancelling appointments

1. Check for persons who have appointments that day

2. Call to cancel

3. Apologize and set a new date and sprite suitable for all parties

Reasons why meetings are held

To make decisions, to pass on information, to plan activities for the business, to solve problems

Types of meetings

Formal and informal

Describe formal meetings

Formal meetings are held according to the regulations of the organization and/or are required by law

Types of formal meetings

Annual General Meeting (AGM) , extra ordinary general meeting

Describe extraordinary meetings

These are held when an issue arises that needs the input of the entire membership but cannot wait until the AGM

Describe informal meetings

These are called short notices to discuss matters that have arisen

Describe staff meetings

Held between a manager and those who report to the manager

Steps in organizing a meeting

Book a meeting room

Send notices

Prepare minutes of the last meeting

Organize refreshments

Collect reports

Organizing a meeting (during)

Ensure the room is proper ventilated

Take attendance write minutes

Prepare stationary

Organizing the meeting (after)

Clear the meeting room

Distribute minutes

Prepare a draft of minutes

Follow up on decisions made

Services provided by travel agencies

Preparation of itineraries

Make hotel reservations

Book cruises

Information required by travel agencies

Name of persons traveling

Special preferences

Date of travel

Passport info

Steps In making travel arrangements

Book tickets

Prepare itineraries

Make hotel reservations

Factors to consider on choosing hotels

Cost

Facilities

Proximity to airport

Proximity to meeting venues

Describe the hotel meal plans

AI

EP

AP

MAP

CP

BP

Functions of Human Resources

Recruitment

Induction and orientation

Deployment

Disciplinary actions

Training

Staff welfare

Duties of Human Resources clerk

To maintain a database of personnel records

Preparing for interviews

Attend to staff welfare

Assist with the functions of HRM office

Describe OSHA ( occupational safety and health act)

This requires emergency procedures, provide that is easily understood by employees, employ specialist persons who understand the law

Employees rights

Contract of employment

Redundancy compensation

Equal opportunity for all workers

Detailed payslip

Maternity benefits

Labour turnover/ employee turnover

The rate at which employees leave an organization

Attributes of the clerk

Confidentiality

Patience

Tact

Factories act

A regulation that is set up to ensure that hat employers provide protective clothing and gear as well as work compensation

Describe OSHA ( occupational safety and health act)

This requires emergency procedures, provide that is easily understood by employees, employ specialist persons who understand the law

Types of leave

Study leave

Vacation leave

Sick leave

No pay leave

No pay leave

Types of records used in HRM office

Contract of employment

Personal history

Appraisal forms

Job description

Job specification

Internal factors that contribute to labour turnover

Low salary

Poor working conditions

Lack of training opportunities

Conflict

Inventory

This is the goods and material stored in storerooms or warehouses for production

Procurement

This refers to sourcing and obtaining goods as well as equipment and services needed for production

Functions of the procurement office

To determine what to purchase, how to purchase, how much to purchase, manage inventory

Factors influencing purchasing procedures

Cost

Urgency

Availability

Incentives

Procedures for purchasing

Consult catalogues and price lists

Send tenders and enquiries

Ask for quotations

Place order

Shipment and delivery

Attributes of purchasing clerk

Integrity

Honesty

Detail oriented

Types stock

Raw material, unfinished goods, finished goods, consumable stock, stock in trade

stock control

ensuring there is enough stock to satisfy the needs of a business while minimizing the cost of holding stock

Importance of stock control

Prevention of pilferage, optimizing space, prevention of spoilage, control of inventory

Methods of stock recording

Bin system, computerized stock recording, stock card

Functions of Customer service department

Ensuring customer satisfaction

Hand,omg customer complaints

Answer questions and queries by customers

Duties of the Customer service clerk

Interface with the customer

Liaise with other departments

Answer customer questions

Functions of cooperate communications clerk

Upkeep of company's website

Producing company newsletters, magazines,etc

Promoting and enhancing cooperate image of the company

Functions of operations office

Coordination if production

Maintains factory records

Quality control

Duties of operations clerk

Preparing shift roster

Preparing production documents

Preparing daily production reports

Functions of despatch office

Coordinating delivery of goods

Maintaining a database of couriers and agents

Maintaining documents for the despatch of goods

Duties of despatch clerk

Adhering to statutory requirements

Completing documents

Store information of couriers and agents

Functions of transport office

Maintaing transport records

Maintaining vehicles

Maintaining destination sheets

Ad hoc

A temporary group formed that meets to solve a problem over a short time

Verbatim

Word for word report of an oral presentation

Motion

An official proposal made by a member of the meeting

Agenda

A list of matters to discuss in a meeting

Ex-officio

By virtue of holding a certain office, a person is able to gain membership to a group

Quorum

The minimum amount of persons to be present for a meeting to be held

Proxy

The right given to someone to vote on behalf of another person

Casting vote

A right exercised by the chairperson to make the final decision on an equally divided matter