UNIT 1 INTRODUCTION TO OFFICE

MANAGEMENT
Structure
1.0 Objectives

1.1 Introduction

1.2 Process of Office Management

1.3 Maintenance of Office Records
1.3.1 Importance of Office Record
1.3.2 Filing
1.3.3 Classification of Files
1.3.4 Indexing
1.4 Skills Required in Office Management
1.4.1 Principles of Office Layout
, 1.4.2 Staff Employed in an Office
1.4.3 Functions of an Ofice
1.4.4 Tool Box
1.4.5 Skills of the Manager

1.5 Let Us Sum Up

1.6 Key Words
1.7 Answers to Check Your Progress

1.0 OBJECTIVES
After completing this unit, you should be able to:

state the activities involved in management;

describe the areas involved in Office Management;

describe importance of maintenance of Office Records; and

explain the skills required for Office Management.

INTRODUCTION
Management is the key to success for any organization; it is universally applied in all
fields of organized human activity.

Therefore office management is an integral part of the total management of the

organization. It provides centralized guidance, which diverts the individual efforts
towards a common goal or objectives.
Every office therefore requires making decision, co-ordinate activities, handling personnel
and conducting evaluation of performance directed toward the objectives.

Office activities are also camed on by a group of people (office personnel) working with
appropriate means (tools and equipment) and under suitable environment for a common
objective or purpose - that of providing efficient and economical clerical service to the '
organization. It is the function of Office Management to organize, guide and control the
activities of the office personnel to achieve these common objectives. That is why Office
Management has been defined as the art of guiding the personnel of the office in the use of
means appropriate to its environment in order to achieve its specific purpose.
Office Management and created new challenges. In general usage the word ''OfXice Management" identifies a
Computer Application special group of people whose job is to direct the effort and activities of other people
towards common objectives. In other words it is defined as the process by which a
cooperative group directs actions towards common goal. ,

1.2 PROCESS OF OFFICE MANAGEMENT

In this unit you would be acquainted about the introduction of office management for
better efficiency from the employee. We will also discuss about the process of office *

management filling and indexing.

One way to view the process of Management is to identify the basic functions, which
together make up the process of Office Management. These key functions form the cone
of activities in Office Management such as:

Decision Making : the process by which a course of action is consciously

chosen from available alternatives for the purpose of
achieving a desired result.
Organizing : the process by which the structure and allocation of
jobs are determined.
Staffing : the process by which managers select, train, promote
and retire subordinates.
Planning : the process by which a manager anticipates the future
and discovers alternative courses of action open to him.
Controlling : the process that measures current performance and
guides it towards some predetermined goal.
Communicating : the process by which ideas,are transmitted to others for
the purpose of effecting a desired result.
Directing(1eadership) : the process by which actual performance of
subordinates is guided towards common goals.
Supervising is one aspect of this function at lower
levels where physical overseeing of work is possible.

All these functions are closely interrelated, however, if is useful to trust each as a separate
process for the purpose of spelling out the detailed concepts important to the whole job of
the manager. At times it may be desirable to consider several functions jointly in order to
show their close interrelationships.

Leadership involves personal qualities, which enable one person to induce others to
follow. These qualities are particularly important to the directing function of Office
Management. The essence of leadership is interpersonal relationship and action-oriented
behaviour.
When we talk of Office Management in Nursing Services we usually think of Nursing
Superintendent's/Metron's office, Deputy Director of Nursing Service's Office or may be
Direct Public Health Nursing Officer's Office. Whichever office it might be, it has to run
efficiently and its functioning has to follow the general process of Office Management. The
method of running the specific nursing office remains the same as that of any other office.

1.3 MAINTENANCE OF OFFICE RECORDS

In this sub-section you will learn maintenance of office records. Day to day you are
maintaining so many records now you will learn about importance of office records.
Office work is primarily concerned with the records of an enterprise. Records include all
types of written documents and books of a business enterprise via letters, reports,
invoices, contracts, vouchers etc.

The primary function of a modern office is concerned with making of records, using of
records and preservation of records for future use. In the course of performing its primary
function the office receives or collects information in the form of letters, invoices, orders
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and tabulated in the form of statistical and financial statements and reports. Finally Introduction to Office
information contained in the records have to be communicated to the management Management
executives as well as the staff in the form of statements, reports, budgets and estimates,
notices, circulars etc.

13.1 Importance of Office Record

Records constitute a valuable source of information, which help management and
administration in any type of organization not only in formulating policy decision but also
in guiding and controlling its day-to-day activities. Thus records management has become
one of the most important functions of office managers.

The value of records in any business enterprise depends upon the speed and accuracy with
which it can be obtained and put to use. Records management is a vital part of Office
Management, involves maintaining the records in a systematic way so that information
contained in records may be located and supplied to executives promptly and of
preserving the records safely for repeated future use.
Filing and indexjng are two very important aspects of record management. Filing refers to
the system of maintaining records in an orderly way, whereas Indexing refers to the
system by which the location of records can be easily known.

1.3.2 Filing
In this sub-section we will discuss about filing system. It is very important for you to
learn how to keep all the file in order.
Filing is also a form of record keeping. The main object of filing is to preserve business
correspondence and documents in such a way that they can be used for easy, accurate and
speedy reference. The value and importance of filing in modem business is immeasurable.

The four major functions are performed by a filing system:

a) It provides a historical record of past events and transaction of the enterprise. As

such it provides a documentary evidence of facts and may be used as a legal proof in
settling points of disputes.
b) It performs the library function. Files are readily available sources of information
required for conducting business and may be referred to by business executives
whenever required.
c) By preserving records of previous decision it helps the business executives in the
determination of future policies.

d) It preserves a systematic and continuous record of the progress of the business.

Organization of the filing work refers to the problem of deciding whether filing work
should be decentralized and spread out among the different departments or there should be
a centralized filing department. Under the decentralized or Departmental Filing
arrangement each department will have its own filing system and equipment.
The main object of filing-that of speedy and accurate location of records and
correspondence at less cost can however be attained better under the centralized filing
arrangement.
Centralized filing means the location of all filing equipment and personnel in a single area
of the office, which is easily accessible to the departments or workers using them. The .
place should be well lighted and ventilated.
Proper selection and use of filing equipment are essential for maintaining efficiency in
filing work. Filing cabinets, folders, guides sorting tables, sorting trays, portable ladders
are required for the filing department.
I *

A good filing system ensures efficient working of the filing department and the attainment
of its main object. An essentia1,feature of good filing system is its capacity to dispose off
old and dead files and records when they are no longer useful.

1.3.3 Classification of Files

The main Dumose of classification is to ~ i v ae head in^ nr title tn each file so that thev can
O h Management and quick and accurate location of files. Since time is the essence of filing work,
Computer Application classification greatly helps in saving the time required for accurate location of files. It
also facilitates indexing which is an essential adjunct of some filing systems. The
alphabetical and numerical methods of filing are most widely used.

Under the alphabetical method each folder bears the name of a correspondent. These
folders are arranged in the strict alphabetical order of the surnames of the customers.

Under numerical method, each customer or subject is allotted a number. All papers
relating to a particular customer or subject are placed in one folder bearing his distinctive
number. These folders are arranged in the cabinet in the numerical sequence.

13.4 Indexing
The wo;d 'Index' is derived from the word 'Indicate' which means 'to point out'. The
function of an index is to indicate the location of some information, data or record. In
filing, the main purpose of an index is to facilitate the location and accessibility of the files.

For the purpose of filing, self-indexed methods of classification should be adopted as they
save considerable labour and time required in preparing the index and locating the files.
In some business offices, however, a separate index is maintained along with alphabetical
filing systems as the index serves another valuable purpose. It helps to maintain, in a
handy and readily available form, all necessary data regarding a customer or subject. The
index may be derived as to contain not only the names of the customers but also their
addresses, telephone numbers, telephonic addresses, bank references, credit ratings and
other valuable information. In order to be useful the index should be brought up to date
from time to t h e .

Filing work involves two basic functions:

a) receiving papers from different departments and placing them in files and

b) issuing files to other departments for their use or reference.

1.4 SKILLS REQUIRED IN OFFICE MANAGEMENT

"Every job is a selfportrait of the function who does it. Autograph your work with
excellence. "

1.4.1 , Principles of Office Layout

Following guidelines are useful in planning an office:
i) Physical Layout Rooms should be according to the need of the
organization keeping in mind future expansion
physical structure should be well lighted and
ventilated and easily approachable.

ii) Functional Organization Office may be divided into a number of functional

unit e.g. room for general office, accountant's
office, visitors room, assistant matron's office etc.

iii) Office Equipment Proper requisition and placement of them is essential

and Appliances for efficient functioning of the office.

iv) No. of Personnel Spacc ~Rouldbe planned according to the number.

There should be flexibility and scope for future
expansion.

v) Service Facilities Proper ventilation, lighting arrangement, drinking

water facilities, toilets, rest room, telephones,
intercoms etc., are essential for enhancing
efficiency of the staff working in the office.

vi) Facilities for Record Keeping Store room with cupboards for stationery and
storing records.

vii) Office Furniture and Fixtures Suitable furniture is essential for improving work
 should be of right size, easily cleaned and fire Introduction to Office
resistant. Those should be properly placed in order Management
to facilitate easy movement and also cleaning and
dusting.
'viii) House Keeping Good house keeping will reflect proper functioning
of the office if all the guidelines given above.are
fulfilled but maintenance is not there through good
house keeping.

1.4.2 Staff Employed in an Office

Every office employees certain number of staff depending on the size of its organization.
These staff members are for different purpose and they are of different category. Usually
in an office there are:
i) Secretary who may be a steno-typist also.
ii) Clerical staff dho will also act as typist.
iii) Accountant who will deal with fiance.

Depending on the size'bf the organization the number of staff in each category may
increase. For example in Medical College Hospital which employees 400 nursing staff,
the Office of the Nursing superintendent may be having following Office staff:
i) Secretary cum steno-typist-1
ii) Clerical staff-10
iii) Accountant-1
iv) Accounting clerk-2
v) Administrative officer-1
vi) Peon-3
vii) Cleaner or maintenance staff-3

1.4.3 Functions of an Office

The office is responsible not only for the functions mentioned under the process but also
for looking after the welfare of the staff. For example the Office of Nursing
Superintendent are expected to carry out following routine functions:
i) Direction for job for all categories of Nursing Staff.
ii) Maintenance of records of all employees, e.g., Service Books.
iii) Preparation of pay Rolls.
iv) Preparation of Records.
v) Maintenance of Statistics of manpower.
vi) Planning and Calculation of Budget.
vii) Annual planning up nursing service as a whole.
viii) Maintenance of Public Relations.
ix) Maintenance of establishment of Office Staff.
x) Any other job that may arise in relation to nursing service.

1.4.4 Tool Box

An office should have followings for running efficiently:
i) Dictionary - one handy and the other elaborate.
ii) Directories - of telephone, hospitals, fire service etc.
iii) Time-tables - air, bus, rail etc.
iv) Addresses - postal, e-mail, fax etc., of all concerned.
v) Postal rates and rules.
vi) Key board - where all the keys will be kept.
vii) Notice Board - at a suitable plack for optimum display.
1.4.5 Skills of the Manager
Office Manager is the leader of the t& working in the office. One must have self-
Office Mmqjement and sort out and share ideas that we need today and tomorrow. One must constantly
Coayaettr Appliattion strengthen oneself. One must concentrate even on small things of ones job. When notices
are hung, follow it till it gets done. One must ask questions to get more information's
more clarifications, one must know the priorities and learn to do right things first. One
must be able to tolerate whatever criticism one hears or sees or smells and takes to heart
what is good and let go what is not useful. He must be loyal, faithful and sincere.
Thus the characteristics of a good manager may be described in broad terms of initiative,
dependability, intelligence, judgement, good health, integrity, perseverance and so on.
However, this broad approach is not very useful in describing how a given individual can
develop into a better manager. The more useful approaches provide conceptual help to
those aspiring to management positions.
One approach, suggested by Robert Katz is, to explain the skills, which can be developed
by the manager. In this approach three skills are fundamental:
i) Technical
ii) Human Relationship
iii) Conceptual
i) Technical Skilts
It is related to the proficiency of performing an activity in the correct manner and with the
right techniques. This skill is the easiest to describe, because it is the most concrete and
familiar.
The executive likewise develops skills in such areas as supervision, direct care and
reporting that are especially important at lower levels of a health w n i z a t i o n . As the
executive raises to more responsibilities other skills become relatively more important. A
second required skill involves human relationships. The executive deals with people and
must be able to "get along" with them.
ii) Humao Relation SBip Sldtl
Human relation concentrates on developing this skill of cooperating with others.
iii) Conceptual SkiU
A third skill involves conceptual ability, to see individual m#ten as those relate to th
total picture. This skill is the most M d t to M b e yet is the most important especially
at higher levels of an organization. Much of this skill can be learned and is not "just born
into a person". A conceptual skill depends on developing a creative sense of disconcerting
new and unique ideas. It enables the executive to perceive the pertinent factors, to
visualize the key problems and to discard the irrelevant facts.
A second approach to analyzing factors important in developing skills is suggested in an
early work by Charles E. Summer. He emphasizes knowledge f & m and ~ ability factors.
Knowledge factors refer to ideas, concepts or principles that are conscious, able to be
expressed and accepted because they are subject to logical proof.
Attitude factors relate to those beliefs, feelings, desires and values that may be based on
emotions and may not be subject to conscious verbalization. Interest in one's work,
confidence in one's mental competence desire to accept responsibility, respect for the
dignity of one's associates and desire for creative contribution are some of the attitudes
that can be acquired by proper education.
Ability Factors are too often treated as being unaffected by environment. Executive skill
development depends upon attention to four major ability factordkill, Art,Judgement
and Wisdom. These ability factors are abstract, but they direct one's thinking of factors
that can be developed by the individual, who takes the trouble to consider them.
The development of managers can best be achieved through a directed effort in the study
of the subject of management. The leaders with innate abilities, varies practices or
education could more rapidly become superior managers if they acquired the necessary
knowledge and attitudes in the most efficient manner. A clue for managers to become
effective is well expressed in following words:
Watch your thoughts, they become your wods.
Watch your wotds, they become your actions.
Watch your actions, they become yow habits.
 Introduction to Omce
Management

1.5 LET US SUM UP

Management is universal and is the key to success for any organization. Management is a
process usually conducted from a central office.

This office provides centralized guidance, which directs the individual efforts towards a
common goal.
The process of office management consists of activities as decision making, organizing.
staffing, planning, controlling communicating and directing.

Maintenance of records is a major function of an office. Information received are

converted into reports, statements, charts, books, registers etc. These are conveyed to the
management as well as to the staff.

For efficient functioning of an office, it is essential to follow certain principles of office .

layout and maintenance of certain essential articles in the office.

Last but the most important is the skill of the manager. He is the leader of the team
working in the office. Characteristics of a good manager are dependable. intelligent,
having initiative, good judgement skill, good health, integrity and perseverance. However,
Robert Katz has described it as, technical skill, human relationship skill and conceptual
skill.

1.6 KEY WORDS

!
Centralized Administration at single center.

Documentary In writing on papers.

1 Integrity Honesty, sound character.
f
I& Pemnnel Employee, workers.
Skill Ability to perform.

1.7 ANSWERS TO CHECK YOUR PROGRESS

1) i) Technical skill: Performing an activity in the correct manner and with right
technique.
".
ii) Huma? relationship skill: Able to "get along" or skill of cooperating with others.
s

2) i) Kngwledge factor refers to ideas, concepts or principles that are conscious and ,
able to be expressed and accepted because they are subjected to logical proof.

I ii) Attitude factor relates to those believes, feelings, desires and values that may be