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ELDORET EAST CAMPUS BUNGOMA TOWN CAMPUS
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www.african-institute.com

CENTRAL MANAGEMENT CENTRE

STANDARD LECTURE NOTES

OFFICE ADMINISTRATION
&
MANAGEMENT
FOR
DIPLOMA IN HUMAN
RESOURCE MANAGEMENT

MODULE 1
 ACADEMIC AFFAIRS CMC – 2011

AIRADS “Where quality is nurtured”

TRAINING RESEARCH
DEVELOPMENT
The institute is approved by ministry of Science and Technology Reg no. MOST/PC/1049/07, Ministry of education Reg no
P/TC/155/2007 Ministry of health Pharmacy and Poisons Board Reg No.PPB/COL/013/07 and Kenya national Examination Council
with centre number 509113 (technical) and 50903(ECDE)

MESSAGE FROM THE CHAIRMAN & MANAGING DIRECTOR.

I would like to take this chance to express my sincere gratitude to all the
staffs who have been involved in developing these standard lecture notes to
be used in all our campuses.

The standard lecture notes are part of our bigger efforts to ensure total
quality management in our delivery of service. We anticipate that the
standard lecture notes will enhance the delivery of service by the
lecturers .Students who have used standard lecture notes in the past have
shown remarkable performance in the internal and national examinations

I wish to urge all the lecturers and students to make maximal use of these
lecture notes.

Positive and negative feedback are most welcome. We shall Endeavour to

continuously improve these manuscripts with the final intention of reaching
international standard based on your feedback.

Yours faithfully,

Dr. Noah Chepkech, Bpharm (UON), Dphil (SA), MPSK, Rh.P.

CHAIRMAN& MANAGING DIRECTOR

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OFFICE ADMINISTRATION & MANAGEMENT
TABLE OF CONTENT
1 INTRODUCTION___________________________________________4
2 FUNCTIONS OF AN OFFICE AND OFFICE MANAGER_________6
3 OFFICE ENVIRONMENT___________________________________30
4 DEPARTMENTS IN AN ORGANIZATION_____________________34
5 FILING____________________________________________________36
6 REPROGRAPHY____________________________________________44
7 COMMUNICATION_________________________________________51
8 HUMAN RELATION_________________________________________66
9 HUMAN RESOURCE MANAGEMENT_________________________67
10 ORGANIZATIONAL AND METHODS ______________________________82

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 CHAPTER 1
INTRODUCTION
Specific objectives
By the end of this topic, the trainee should be able to;
a) Explain the concept of office management and office administration
b) Explain the purpose of office administration and management
c) Describe various types of organization structures and charts

DEFINATION OF TERMS
OFFICE
It is place, a room or a building where a number of clerical activities of business
enterprise takes place so as to achieve the management, goals of the business enterprise.
For the achievement s of goals and objectives to be realized, a number of managerial
functions must take place
 Planning
 Organizing
 Loading

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  Implementing
 Directing
 Evaluation
 Controlling
 Co-coordinating
MANAGEMENT /ADMINSTRATION
It is a managerial function that requires people in the top management team to plan,
organize etc Resources both physical and human resources of organization for the
achievement of goals and objectives.
FUNCTION OF AN OFFICE
Any functional office within an organization must fulfill the following duties
 Receiving and transmitting information
 Recording information

 Arranging and Analyzing information

 Controlling all office activities
 Classifying /processing various information
 Routine administration
 Supply and procurement
RECORDING INFORMATION
The management id required by the law to keep certain records. The main reasons for
record may include
 Planning
 Coordinating of business
 Controlling
 Organizing
Note
The following information record would be kept
 Production Records
 Workers Records
 Sales records

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  Financial Records
 Wages Records
 Expenditure Records
 Education level of employees Record
 Progress and work Records
 Record of hour worked by employees
 Rules and other by laws of organization
 Employee performance
CLASSIFICATION/REPRODUCTION
The information received by an office need to be classified for the purpose of
Easy accessibility and to enable them known which one of the message needs to be
responded to immediately
Classification may involve the following
 Indexing
 Coding

 Sorting
 Collecting of the gathered information so that it can be supplied to the
management when it is required and well as it being preserved as long as it is
required.

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 CHAPTER 2
FUNCTIONS OF AN OFFICE AND
OFFICE MANAGER

Specific objectives
By the end of this topic, the trainee should be able to:
a) Define an office and discuss its functions
b) Discuss principle functions of an office manager
c) Highlight important qualities of an ideal office manager
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 d) Describe the structure of office staff in offices of large companies.
e) Explain the cadres of office staff
f) Describe qualities of an office worker

Office organization
Office organization is the arrangement of work that the activities of the office are divided
among the personal and the duties/responsibilities and authorities are allocated.
Organization of the office
It is usually the responsibility of the office manager to organize or re organizes the office.
The following are steps taken when organizing an office usually new office.
1. Determine the objectives of the office to be established.
2. Determine the functions of the office arising from the objectives.
3. Decide on the activities required to fulfill those functions.
4. Determine the qualification and experience needed to perform the activity.
5. Prepare organization chart based on the principle of the organization.
6. Estimate the workload of each activity.

PRINCIPLE OF ORGANIZATION
It provides a guide line as to how the business or office can be organized these includes
1. Clear definition of objectives and method of achieving them.
2. A degree of responsibility that allows for adjustment as been necessitated by
change of policy.
3. Clear line of authority running from down to top with equally clear lines or
responsibility running up from the bottom.
4. Appropriate span of authority based on the quality of staff, variety of work and
capability of supervisors.

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 5. Even distribution of work, this can be achieved through proper delegating of
responsibility.
6. Maximum use of the employee’s abilities.
7. Reinforcing and maintaining proper discipline at all times.

Organization structure
It is a frame work in which a business operates. It shows how duties are grouped and how
the posts are graded and how the lines of authority and communication are established in
an organization.
Office organization
It is the arrangement of work such that the activities of an enterprise are divided among
its personnel and duties and responsibilities are allocated. Division of activities requires
creating departments and sections

Functions of an office
a) Receiving and transmitting information
b) Recording information
c) Arranging arithmetical processes.
d) Control
e) Classifying information gathered.
f) Routine administration e.g. Purchase of goods.

Office landscaping
It is the bringing of the nature things into an office e.g. Using flowers, drawings and
furniture’s with shape resembles natural things.
Features of landscape office
a) Indoor plants are installed on the walls.
b) Carpet on the floor

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 c) Proper arrangement of desks & chairs
Organizational chart
a) It is a representation of the structure within the enterprise that shows the number
of departments or sections, and how they are related. It concerns with
b) The arrangement of work
c) Division of activities
d) Allocation of activities.
O & M (organization and method) it is the function in the organization is normally
advisory.
Qualities necessary for office manager
a) Ability to organize
b) Be self control and sincerity.
c) Ability to delegate work
d) Be educated and trained
e) Be a good leadership
f) Should have necessary authority to do the job.

MANAGER

His position in the office

He must all the time be at the centre of the organization
He must play a leading role
He maintains a two way channel of communication in between himself and other member
of the organization

Duties of manager
Implementing policies
He is the firm resource allocator e.g. The he maintain material
Sends back the report to any correspondence that requires them (feedback)

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NB The above are the duties of a manager in relation to top management
Duties of a manager in relation to top management
a) Gives instruction to the staff he leads them.
b) Control any chance of wastage in the firm resources
c) Offers training programmed to the staffs.
d) Maintains good human relation
Functional in Relation to Work itself.
a) Plans the work
b) Supervises the work
c) Set the standard to be achieved.
d) Develop new method
e) Delegates the work (duties)
f) Carries out work appraisal
g) Distributes the work evenly among the members.
Functions of a manager in relation to the subordinates
a) Training the subordinates
b) Settling the disputes
c) Delegation of responsibility
d) Giving credit pays where due.
e) Maintaining discipline.
The company secretary (Duties)
a) He is the link btw the company and the shareholders.
b) He co-operates with the chief accountant and other heads of departments.
c) He keeps the records of proceedings at all meetings.
d) He sees that the register of shareholders is kept up to date.

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Duties of the production manager
 He deals with the production of goods and supervises the entire production
operations.
 He plans new methods and changes of production
 He works with the personnel department in order to ensure meeting his lour
requirements.
 He plans the supply of new raw materials for production in liaison with the
purchasing officer.
Purchasing manager
 He keeps records for the purchases
 He controls all purchasing done by the firm
 He buys equipment & raw materials.
 He conducts market research to know what is needed

Types of organisatation structure

1. Line or military organization
A business organization is divided into various units or sections. Each section could be
fully responsible for the duty assigned to it. The authority flows from top level of
management downwards e.g. If a firm deals in two different items such as foodstuff and
cosmetics then according to this structure or based on this structure the firm would be
divided into two sections the food sections and cosmetic section. Each of this section
would do its work independently e.g. production, selling purchase and the accounting
work would be done independently.
Advantages
i. It is easily understood by the personnel.
ii. Easy to fix responsibilities at each level
iii. It clearly indicates the line of command in both downwards and upwards.
iv. It clearly shows the chain of command.
Disadvantages
i. It may lack overall planning

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 ii. Poor coordination of work btw the different sections.
iii. It may lead to duplication of work that may lead to a waste of resources.
iv. The different sections don’t seem to belong to one single organization

OFFICE LAYOUT
 Importance of office layout
 There is a proper use of space.
 Better use of machines
 Supervising is made easier.
 Communication among the staff is faster which enhance comfortable and
thus helps to achieve efficiency.

PLANNING OFFICE LAYOUT

STEPS TO FOLLOW
1) Get a piece of proper, suitably, a graph paper for accuracy.
2) Draw in the available space on a graph paper using a scale i.e. What each inch on
a graph paper represent of the office space e.g. scale a half inch, or one feet ( a
half inch represent one feet)
3) Mark permanent features like doors, windows, task chairs, filing cabinets on the
graph paper. This will allow centralization of such items and allow for natural
light.
4) Cut out template of thick paper of various colours. Different colours should
represent specific items of office furniture and equipment e.g Red template may
represent office tasks and green template may represent office chairs.
5) Consider the principle of office layout.
6) Place the template on the graph paper; this would be easy to move around. Once
the ideal location of each item have been found. Stick the template with a drawing
pin or
7) Place the furniture according to the template.
Staff or Functional Organization

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Here various depts. Are formed to provide service e.g sales, purchase, personnel and
accounting. Each of these depts. Is specialized in a given activity and is head by a
Specialist e.g. a firm may be producing two different types of products such as
foodstuffs and cosmetic. Each of these depts. May serve the both units.
Advantages
a) It leads to specialization
a) Good coordination of work
Disadvantages
a) There are too many bosses and experts
b) The system may be too doctorial

Line & staff organization

It is combines both the line and staff organization. Some dept would be independent and
perform specific tasks e.g. Production department while other dept would be providing
services to the entire organization e.g. The sales, accounts depts. If a firm is producing
two products i.e. both foodstuff and cosmetic. Each will have an independent production
dept and sales and personnel dept will serve the entire organization
Advantages
a) It leads to specialization
b) Possibilities of coordinate of work
Disadvantages
a) It leads to conflict
b) Staff members may take side between the two
c) Staff is likely to vet receiving contradicting orders.
Committee organization
It is a group of people assigned with specific tasks. Committee organizations are common
with organization, hospitals, schools etc
Advantages
a) Useful supplements to line and staff organization.
b) It is through committee that staff can meet for discussion.
c) It has a better decision making due to collective advice.
d) There is improved motivation due to collective participation in decision making.
e) It facilitates the implementation of the objectives.

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 f) It is a very simple structure and it can be cheaper sung outside specialist for
making concern discussion.

Disadvantages
a) Modern business firms cannot be run by the committee alone.
b) It is time consuming and costly
c) It is difficult to hold only one person responsibility for any decision reached,
however unreasonable it may be.
d) The decisions reached by majority are not necessarily the least mainly because
such decision s may be manipulated or controlled by a few individuals such as the
very powerful people.

ORGANISATION CHART
It is a diagram drawn on a piece of paper showing the organization structure of firm. The
purpose of drawing it is to show all concerned what is the organization structure o
the company has been divided into departments and into sections plus the responsibilities
assigned to each office.
Forms of organization charts
It refers to how organization charts can be put or presented on the piece of paper by
direction. An organization chart may be drawn horizontally or vertical

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Vertical charts
It gives the line of command in a vertical from as shown below:
Board of Directors

Managing Director

General Manager

Company Chief Sales Publishing Production

Secretary Accountant Manager Manager Manager

HORIZONTAL CHART
This chart gives the line of command in horizontal form as shown below:

Production manager Engineer Clerk Maintaining

Purchasing manager Assistant Purchasing Manager

Board of Directors

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 Sales manager Homes sales foreign sales
Chief A/C Deputy Chief A/C Accountant A/c Clerk
Company Secretary Ass. Secretary Registrar Staff

Advantages of organization charts

a) They portray the type of organization and define the sphere of authority for the
supervision staff.
b) They show the various depts., departmental sections and their relationship to one
another.
c) They are useful when explaining to the new members of staff the type of
organization they are to work in and their part in it .( induction)
d) They show the chain of command and delegation of authority.
e) They portray the span of control.
f) They facilitate job grading and fixing of salaries scales.
Disadvantages
a) They may give an impression that the organization structure is not flexible if they
are poorly drawn. People using them may draw misleading conclusion.
b) They may be difficult and time consuming to prepare.
c) They may not show how much responsibility and authority has been allocated to
each official.
d) It may lead to misunderstanding regarding the status of certain officers e.g. junior
officers at the bottom may be considered to be inferior.

DELEGATION

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It refers to the process whereby a manager assign duties to subordinates and also grants
the subordinates the necessary authority or powers to carry out those activities or to
make decision or to take action.
Delegation of a responsibility is only effective if one is granted full authority to carry out
the duty.
Authority is the power to make decision or to take actions fully.

Advantages of delegation
a) It relieves a manager of his workload so that he can have time to think, plan and
make decisions present and solve problems.
b) It enables the work load to be spread over available staff.

c) The manager does not have the time and energy to handle every activity of the
organization.
d) It enables work to continue so that the objectives of the organization are achieved
as each subordinate will have a duty to handle.
e) The subordinates are able to carry out their duties without unnecessary
interference or supervision.
f) Proper delegation helps to train the subordinate’s higher responsibilities.

Disadvantages of Delegation
a) The person who delegates still remain accountable for the work done by this
subordinates hence a manager can still suffer for the mistake of his
subordinates.
b) There are some tasks which may not be delegated and so they will remain
undone incase the name is absent.
c) One cannot delegate unless thee is suitable personnel.
d) Such a person should be qualified, experienced, interested, happy and capable
of carrying out the tasks.

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 e) Some managers may delegate so much that they may not know what goes on
in their departments.
f) A manager who delegates is still required to check the work done by his
subordinate

PRINCIPLES OF ORGANIZATION
 Unity of command
 Division of work
 Span of control
 Centralization
 Unity of direction
 Fixed accountability
Decentralization
 Authority & Responsibility

 Scalar principle (chain of command)

Factors affecting organizational structure

 Growth
 Ownership
 Strategy
 Subordinate interests
 Centralization
Factors to consider when choosing office furniture
a) Cost – The prices of the furniture should be affordable and fair.
b) It should be suitable for the purpose for which it is required e.g have the right
number of drawers.
c) Durability: Usually metal is more durable than wood.
d) Space: furniture should not occupy too much space.
e) Furniture should be attractive

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 f) It should be comfortable to the worker.
g) It should be safe in the sense that it should not cut the workers e.g. sharp corners
should be rounded.
h) It should be such that they would be used to serve various purposes e.g. a desks
used by a typist should have a wide surface area for typing and writing and it
should also have a drawer for storing stationery.
i) The furniture should have good finishing e.g. the desk used for typing should not
be shinny.
j) The furniture should be portable.
k) It should be sufficient or enough for the available staff.
l) Different types of furniture should be provided to different staff depending on
their status.
m) Appropriate furniture should be provided to a given office e.g reception office
will require launch sets.

OFFICE LAND SCAPING

It is an attempt to bring nature to an office especially the large open planned office. This
may be done using any of the following features.
a) By placing indoors plants in the office
b) Placing pictures on the walls.
c) Painting natural sceneries on the walls.
d) Using office equipment which has the shape of natural things.
e) The floor may be carpeted and office may be air conditioned.
f) Properly arranging of furniture e.g clusters each facing a different direction.

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 g) Provide a launch for employees to relax and refreshment.
h) Provides soft music to relax the mind.
i) Provide enough space for all members of staff.

LEGAL REQUIREMENT FOR PHYSICAL CONDITION

The law requires that appropriate physical maintained for the protection and maintained
for the protection of office building and the staff. The act covers such conditions as:
a) Cleanliness
b) Ventilation
c) Building condition
d) Washing facilities
e) Sanitation convention
f) Using dangerous machines.
g) Fire precaution
h) First aid
i) Temperature
j) Accidents
k) Notification of accidents
l) Overcrowding

BENEFITS OF PROVIDING GOOD PHYSICAL CONDITIONS

1. Since people spend much of their time in the office the surrounding should be safe
and pleasant.
2. The workers will be more cooperative and efficient as they will be able to
concentrate on their work.
3. The firm will benefit in terms of highest output.

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LIGHTING
1. Bad lighting may cause eye problems and result to poor quality work.
2. The lighting should be sufficient to the work but being too strong or else it may
result into glare. The required lighting should be provided at a minimum cost. The
lighting fitting should be good in appearance both when lit and when not lit.
Natural light should always be given first priority whenever possible. Light can
be increased in an office building in the following ways:
a) Through proper location of the office building e.g. preferable if the
building is facing the source of light
b) Use large windows preferable glass windows.
c) Make alteration to expand the existing windows
d) Through cleaning window.
e) Supplementing the natural light with artificial light in the form of
electricity.
f) Proper arrangement of furniture i.e. they should not block the source of
light.
g) Some dark rooms should be fitted with transparent iron sheet.

NOISE
It may be internal or external. Noise causes the following problems.
1. Mental
2. Errors and mistakes

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 3. Delays of completing office work

Cause of external noise

a) From neighboring factories or premises
b) Noise from traffic movement on the streets.
CONTROL OF EXTERNAL NOISE
a) Place a raw of noise breakers such as trees between offices and the roads.
b) Locate offices away form busy streets.
c) Windows and doors should be located away from the source of noise.
d) Close windows and doors but have the room air conditioned.
e) Windows should be made of louvers and double windows should be fitted.
f) Place the office at the top most part of the office building
g) Make use of the ceiling boards.
h) Using heavy brick walls

CAUSES OF INTERNAL NOISE

a) By noisy conversation by staff members and visitors.
b) Staff movement
c) Movement of furniture
d) Ringing of telephones
e) Noise of the machines of the office
f) Slamming of doors.
g) Noise can also be amplified by hard shinning surface of furniture and
floors.

Control of internal Noise

a) Avoid hard and shinny surfaces of furniture and floors.

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 b) Carpet the floor.
c) Use of quite equipment such as electric type writers.
d) Locating noisy office such as the typing room far from other offices which
requires quiet environment.
e) Arranging desks and equipment properly in order to reduce staff
movement.
f) Controlling the source of the noise e.g. fixing rubbers on doors or using
swing door.
g) Using heavy curtains at windows to absorb sound and also help to keep
the room warm.
h) Encloses offices should be provided where confidential work would be
handled.
i) Put up a notice requesting both visitors and staff to avoid loud conversions
and to avoid noisy movement.
j) Put mark under noisy machines to help reduce noise locally.
k) Fixing sound absorbing materials e.g. rubber on floor ceiling of the walls.

FIRE AND FIRE PRECAUTION

a) Causes of fire in an office (outbreak)
b) Smoking
c) Careless use of electricity and heaters.
d) Careless handling of machines which uses electricity.
e) Lighting fire carelessly.
f) Leaving inflammable materials in the sun
g) Fires from neighboring factories

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PRECAUTION
Steps used to prevent fire outbreak.
a) Keep inflammable materials away from fire.
b) Ensure that the area where fire is used is well protected.
c) Machine heaters used are put off when not in use.
d) Workers should be careful in handling their work in order to avoid fire
outbreak
e) If possible the main switch should be switched off when electricity is not
required.
f) Ash trays should be provided to avoid dropping cigarettes on the floor
g) Office staff should be instructed on what to do incase of fire outbreak.
h) Install automatic fire alarming equipment.
i) Electricity should be handled by only trained people.
j) Lighting alarm systems, fire extinguishers should be inspected regularly.
k) Staff members should report any danger seen or noticed.
l) Avoid burning papers regularly.
m) Office should be located for away from where fire is often used.
n) Premises or office buildings should be provided with reasonable means of
escape or exist incase of an outbreak.
o) Uses of fire prove materials for such things as furniture and shelves in order to
lessen any use.
p) Ensuring that furniture and all other importance equipment are located in safer
areas.
q) Fire fighting system should also be installed to avoid spreading of fire.

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 THE DEVELOPMENT OF AN ORGANISATION STRUCTURE CORPORATE
OBJECIVES
It is a frame work showing business operation.
Corporate objectives

Functions

D E P A R T M E N T S
Activities
Sec
Line organization: Personnel and responsibilities
RELATIONSHIP
1. Line Relationship
Office Manager

Mail room Telecoms Print room Secretariat

Supervisor supervisor supervisor supervisor

Incoming Dispatch Chief

Mail Clerk Messenger
Clerk

Messenger

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Note: The mail room supervisor is directly responsible the office manager for the
efficiency of the main room. He gives instructions to the incoming mail clerk. Dispatch
clerk and chief messenger. He does not give instruction to the messengers. There must be
done by the chief messengers.

Staff Relationship
General Manager
Chief Sales Manager Personnel Manager Chief Buyer
Accountant
Area Manager Personnel Training

Officers Manager
Sales Representatives Training officers
Note
The training Manager can be asked to advice but he does not give it unless requested.
Neither can instruct his training officers to carry out training unless the departments
managers agree on the other hand if the General Manager instructs the personnel
managers to ensure that the sales representatives were trained, than the training
manager would have greater authority.

Relationships.
There are four main types of relationship between staff. These are
a) Line
b) Staff
c) Lateral
d) Functional
These relationships are related to the types of organization

1. LINE RELATIONSHIP
Here each individual is in direct line relationship with his immediate superior and his
immediate subordinate. He is expected to take instruction from his superior and to be

27
responsible to that superior for the satisfaction performance of the work which has been
delegated to him. He can give instruction and delegate work to his immediate subordinate
and he is responsible for seeing the work is done satisfactorily.

2. LITERAL RELATIONSHIP
Here, tow or more individuals who carry within the span of control of the same superior.
They are both directly responsible to the superior but they may not be of the same status
or of the same salary or have identical qualifications or experience.
In the line relationship, diagram the four supervisors are in lateral relationship with each
other. They may not give instructions to one another or to the subordinates of another
supervisor.

3. STAFF REALTIONSHIP
As mentioned above (See line &staff) Organizations. A manager may need staff advice of
other managers in order to perform his duties (e.g. see the diagram on relationship of
staff) the sales manager may need the advice of training manager or training officers
about suitable courses for his sales representatives. The sales manager is not obliged to
follow that advice though he would be polished not to do so without good reason. The
training manager can do no more than to give advice. Unfortunately, many managers do
not make sufficient views of staff relationship and or run their departments satisfactorily.
Alternatively the managers get the advice he needs from other sources at a necessary cost
of time and money.

4. FUNCTIONAL RELATIONSHIP
It is similar to a staff relationship and indeed it is sometimes difficult to differeciate
between the two. The major difference is that where there is a functional relationship,

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the person calls in for advice has the authority of his specialization and can carry out his
duties in other managers domain e.g. a production manager might not need to dismiss
a member of his staff but cannot do so without the authority of the personnel
manager. Though the production manager and the personnel manager who will
normally be in a lateral relationship cannot give each other instructions. The
personnel officers doesn’t have the authority to veto the dismissal if its contravene
to the company or legal regulations.

OFFICE ORGANISATION
Organization structure
In order to organize anything
It is necessary to determine what the objectives are to be met if certain work will have to
be done involving a variety of activities.

ORGANIZATION
It is the arrangement of work by which the activities are divided among people or
groups of people to whom responsibilities, duties and authorities are allocated.
Note: This division of activities results in creation of department and sections which may
be specialized i.e. Carrying out one particular type of activity or may be concerned with
a particular object or groups of functional activities.

Responsibilities
It refers to the area of work for which a person or a group of people is accountable e.g. a
departmental manager is responsible for coordination it activities of various sections in
his department
Duties
It refers to the work requirement arising from responsibilities e.g. one of the duties of a
typing pool supervisor is to check the work of junior typists because the supervisor is
responsible for the accuracy of work even though it is typed by a subordinate.

Authority

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It is the power vested in the position hold by an employee. He can make decisions and
take action e.g. a secretary given authority to sign orders up to a maximum of 10,000.
Authority to invest age anomalies on the orders.
It is essential that the organization is structures downward. The starting point being
corporative objective. Every single person employed in the organization, every single
activity undertaken should be geared to the attainment of those objectives.
Individuals managers must be given responsibilities and authority to organize their
own dept but they should do it within the content of the overall organizational policies.

If the corporative objectives are to be the goal of every one the organization structure
must be cohesive, precise yet flexible i.e. Capable of adaptation to meet the changing
needs resulting from growth or department.

CENTRALIZATION
This is the system adopted by organization in order to control the general services by the
whole firm by placing them in a central place. It also refers to some organizations which
control their branches from the head office i.e. all the decisions are taken at the head
office and the branches are given order and instructions on what to do. They are
required to report on their progress. The system generally works as follows.
a)The head office issues instructions as to what it wants done and how it
should be done.
b) The branches execute the instructions and report the progress.
c)If instructions have been adhered to work continue. If on the other hand
they have not been adhere to the head office. Issues further instructions
to rectify the solution. A branch system works differently.
d) Decisions are made at departmental or branch levels.
e)The lab our force and equipments are individual.

Advantages of centralization

30
 a) The system is economical e.g. for the labour force and fewer people need to be
employed for office space, relatively less space is needed for these services. The
unskilled members of staff can be trained later to be useful as the acquired skill.
b) There is a better administration and control because
i) Staff time is supervised and is easily controlled.
ii) Machine are controlled and are kept in operation al the time.
iii) Stationery is controlled and there is uniformly in its use.

c) There is better use of specialized staff since there are no interruptions over
unnecessary calls, visits etc These activities are allocated to people who should
handle them.

d) There is a greater flexibility in the use of staff e.g. you can have a receptionist
who can duplicate, type etc.
e) there is a greater variety of services as all machinery and equipment are together
as one cannot get services from another without being duly inconvenienced .
f) Communication becomes easier.

Disadvantages
a) There is atmosphere of impersonality to work hence the staff tend to get frustrated
and sometimes leaves the organization.
b) Inefficiency: It results from the impersonal activities from work. Workers tend to
waste time moving from one section to another.
c) Work tend to be routine hence the firm may lose the brighter member of
staff, boredom and lack of motivation may also cause loose of staff.
d) Sometimes there is un impracticability for such instructions since the decision
maker does not see what is happening at the working place.
e) The staff may resent to the fact that they are doing parts of the whole job
system they would love to see the whole picture of the work process they
therefore get boredom and tax.

31
 f) Specialized training required is expensive

CENTRALISED OF GENERAL OFFICE SERVICES

Many office services are centralized because it is common in many organization usually
the general services that need to be organized centrally are divided into 2 classes.
a) Primary clerical activities.
b) Secondary clerical activities.

PRIMARY CLERTICAL ACTIVITIES

These are the basic activities in an office that need skills when performing them. They
include;
a) Handling mails
b) Reception
c) Duplication & photocopying

d) Filing & Indexing

e) Dictation, typewriting
f) Machine operation

SECONDARY
These are activities performed in an office requiring knowledge. They include;
a) Planning journal
b) Correspondence & communication
c) Meetings
d) Sources of information
e) Use of visual aids.
f) Business background.
g) Reports
h) Calculations

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 The department under which these general services are centralized in an organization is
called the general administration office. It is not possible to centralize fully all general
services. When deciding which services to be centralized and which to allocate to
individuals departments such factors as the purpose, size, the kind of work, office
location, accommodation or promises or building s available and the staff available
should be taken into account.

ORGANIZATION OF GENERAL ADMINSTRATION OFFICE

The services centralized in the general administration office can be organized as shown
by the following chart;

GENERAL ADMINISTRATION
MANAGER
ERICK OMBOK

Personal Secretary

Supervisor Supervisor
Supervisor Mohammed
L. Kalulu J. Kamau

Office Machines
Company’s J. Tonnie
Car Duplicating
Salome K F. Owuor
Files
O. Getao
Packing &
Photographic Distribution
N. Njoroge A. Amin
Stationery Library
S.Forest G.Kamau
Mail Room
E.Otieno Tel
M. Ngugi Receptionist
K. Gato

33
 Telegraphic
Dominic.
Masani

FUNCTIONS OF THE GENERAL OFFICE

The duties of this general office are
1. To provide general services for the specialized dept, it thus.
a) Receives and distribute mails to all other departments.
b) Collect from un posted mails to all other departments
c) Control the filing & indexing system for other departments.
d) Types all the correspondence for all the departments.
e) Undertakes reprographic work for all departments this handles the telephone and
messenger services.
2. It acts as a resource centre providing things as
a) Handout
b) Publicity material
c) Display facilities
d) Running and controlling the library as a resource centre.
3. It acts as a reserve for other department in times of pressure e.g. if one of the
departmental typist is sick, the typing pool can allocate one of his typist to that
department

GENERAL ADMIN. OFFICE STAFF

34
The centralized services are performed by various members of staff. These office workers
are graded differently on basis of their qualification, experience and nature of work. They
include
a) The office messenger
b) Receptionist
c) Clerical staff.
d) Copy typist
e) Stenographers or shorthand typist
f) Personal secretary
g) The supervisor or section head

OFFICE MESSENGER
Should be treated with some respect that is given to other members of the organization.
He should;
a) Be a person of general education
b) Have knowledge of organization and the town where the organization operates.
c) Should wear organization uniform for identification with a badge bearing the
name of the organization and his name.
d) Be able to perform some simple general routine.
e) Have courteous and sense of understanding.

Duties of office messenger

a) Collecting and posting mails
b) Mails distribution within the offices or depts.
c) Taking of the parcels to the carrier for dispatch.
d) Messengerial duties e.g. Collecting files from the registries
e) Taking work for duplication or undertaking duplication himself.

35
 f) Helping the receptionist to escort the visitors to offices within the building or to
another building.
g) Training in the office routine to include sorting, recording, filing, petty cash
record, telephone so as to acquire a good all around general clerical experience
for his failure progress.
h) Making and serving tea.
i) Relieving the telephone or reprographic cleric at times of sickness in an
emergency.

Receptionist
Reception office
It is that part of an office where all visitors to an organization are required to report and
inform the receptionist about the purpose of their visit.
The receptionist receives the visitors and guides them to see the concerned staff member.

Importance of Reception office

a) It helps to create a good reputation of a firm (image)
b) It helps to attract more customers.
c) It serves the time of visitors by guiding them see the concerned people in the
organization.
d) All the visitors and staff members pass through the reception office and this
procedure helps to enforce proper security measures.
e) Help minimize the expenditure of the firm e.g. by controlling the calls made i.e.
the reverse calls.

Location of a reception office

It must be located near the main entrance of the office building or at the entrance to the
suite of the office.

36
The person who is employed to receive and guide the visitors is called Receptionist. In
some offices, the notice take “enquiries “or reception helps the visitor to find the
reception office.

Layout of the reception office

The layout of the reception office helps to create a good image of any organization to its
visitors. It must be impressive and well planned. Some organizations keep very expensive
furniture in the reception office. The office is important aspect which must be taken into
consideration for an impressive layout.

Factors to consider when laying out a reception on office.

a) It should be next to the main office entrance.
b) Organizational type i.e decentralized or centralized organization.
c) Capital (cost)
d) The size of the organization
e) The duties to be performed at the reception
f) The occupants of the reception office.

Facilities in the reception office

 Telephone
 Air conditioner
 Cabinets (shelves)
 Computer or typewriter
 Lounge (sofa set)
 Reading materials
 Flowers

37
There is a lounge in the reception office of a large organization where visitors sit waiting
to be attended by the reception office.

Telephone
The visitors can get in touch with the organization or staff members if necessary by
telephone.

Reading materials
In busy offices, some reading materials are provided to the visitors’ i.e journals,
magazines, or newspaper while waiting to be attended to.

Flowers
Flowers are used to decorate reception office to give a pleasant view to the visitors.

FUNCTION OF A RECEPTIONIST
a) To receive the visitor s and guide those to see respective staff members.
b) To receive messengers and to pass them to the respective people.
c) To control the switch board and to handle the telephone system.
d) To receive the packages for onwards transmission to respective departments.
e) To make the appointments on behalf of visitors with senior members of staff.
f) To type letters and other documents
g) To receive orders from customers if required.
h) To supervise the messengers and instruct them to deliver messages and mail.
i) To perform the duties of a petty cashier if required.
j) To keep simple records e.g cars going to work out.
k) To maintain the register of callers to the organization or visitors.

Qualities of a receptionist
Traits (character)
A receptionist must have some specific qualities in order to perform his/her duties more
efficient and successfully. The good reputation of an organization can be created by
devoted as efficient receptionist

38
Qualities of a receptionist
a) Attractive personality e.g the way a person is dressed. A receptionist must have
attractive personality, a smart appearance of the receptionist helps to create a
good image of the organization.
b) Impressive speaking style: e.g proper pronunciation and be fluent in the
languages used. This will help to convince the callers or the visitors.
c) Friendly attitude e.g they should be ready to assist, willing to help and ready to
listen to the visitors. He should be willingness to help the visitor and his behavior
must be friendly.
d) Sound Knowledge: A receptionist must have sound knowledge in respect of the
various activities of the organization.
e) Time consciousness: A receptionist must give due consideration to the visitors’
time, the visitors to an organization expect to be attended to without unnecessary
delays. If the receptionist is too busy , then a statement such as “ I will be with
you in a few minutes” is needed. This will give the impression to those visitors
that they are going to be attended.
f) Polite & diplomatic: A receptionist must be polite and diplomatic while attending
to visitors. Even to visitors whose attitudes are aggressive and unreasonable.
g) Honest and sincere: A receptionist must take interest in the problems of the
visitors and try to solve the problems honestly and sincerely.

The reception procedure

The reception procedures must be laid down by the organization and it must be followed
strictly by the receptionist.
The following rules are normally included in the procedure
a) To welcome the visitors warmly and with a smile
b) To find out what the visitor want s and then try to solve the problem as soon as
possible.
c) To avoid doing unnecessary things while the visitor is waiting for attention of the
receptionist.

39
d) It the receptionist is busy at the switch board, the visitor must be received with a
similar in the nearest time possible.
e) To offer a sit to the visitor if he/she is required to wait for some times.
f) To escort the visitor personally or call a messenger to escort him while going in
to see the concerned person.
g) To ensure that the visitors was well attended to by the concerned person

40
 CHAPTER 3
OFFICE ENVIRONMENT
Specific objectives
At the end of this topic the trainee should be able to:
a) Out line the factors to be considered when selecting an office site
b) Highlight the meaning of office plan and discuss the main types
of office plan.
c) Discuss the meaning landscaping
d) Outline different types of office accommodation

TYPES OF OFFICE ACCOMODATION

I) Open plan office
ii) Enclosed offices
When starting a business the proprietor must ear in mind a lot of factors especially on the
type of an office that he wants to come up with. This will give rise to choosing either
I) An open plan office
ii) Enclosed office
iii) Using both at the same time
The factors affecting the selection of office type include
a) The space on which to put up the office building.
b) The amount of funds the proprietor has in hand.
c) The size of machinery and plants to be installed.
d) Number of office personnel to be employed.
e) The nature of the work flow
f)The amount of transparency received.
g) Maximum use of plant and machinery.

41
 An open plan office is one whereby a large room is a set aside to be shared by several
departments or sections working in separate offices e.g. the banks where the accounts,
the cash, the foreign exchange and the loans departments are all set one large office.
An enclosed office is one whereby only one man or a few people share a common
room e.g. government offices where the doors leading to a given office bear the name
and the title of the officer in charge of that office e.g. MD, Chief Secretary, Chief
personnel.
Advantages of an open plan.
a) It allows smooth flow of the work in conform to straight line principles of work
flow e. In a case documents are processed and transferred by a series of clerks
hence time sharing and avoidance of unnecessary market.
b) Members of staff can locate one another easily leading to interpersonal relations.
c) Easy supervisory work.
d) It saves other firms or organizations resources e.g. land, power supply, heat and
space cost.
e) The placing of movable equipment especially machines like telephone, typewriter
becomes easier.
f) It improves the sitting arrangement and hence the aesthetic aspects of the office.

Disadvantages
a) No privacy
b) Documents can get lose
c) Contagious diseases can easily spread.
d) Time wasted
e) Lack of concentration
f) Unnecessary movements
g) Occupies a large space.

Factors affecting choice of office accommodation.

1. The proximity services – This is to offer support services between the offices that you are
going to create and consider the distance. These services include clearing and forwarding
offices.

42
2. Leasehold vs. freehold – It is something to do with land ownership. Leasehold is where the
land has been leased while free hold is where the land belongs to the owner.
3. Availability of space
4. The lighting system – e.g. the condition put by the power & lightening company for people
not to put up a building near a place where a cable of the electricity (power) passes.
5. Noise – e.g. The source of noise that may come from tether or nearby places.
6. Heating systems.
7. Air condition – consider the temperature of that particular place.
8. Safety - e.g. Security i.e. Having fire extinguishers incase of fire breakout, Instruction
given about dangerous machines used in the office, covering loose open wires of the
electricity.
9. Legal requirements – The laws of the country calling in the building expert to assess the
offices building, the size of the office.
10. The number of staff to be employed.

43
 CHAPTER 4
OFFICE FURNITURE
Specific objectives
By the end of this topic the trainee should be able to:
a) Outline what office furniture is and its main components
b) Discuss the factors to be considered when selecting furniture for a
business concern
c) Discuss the principles of selection in the furniture layout

Office furniture consists of tables, chairs, stools, cupboard, and lockers e.t.c
Furniture is important for the efficiency of the office employees and welfare of the staff.

Types of furniture
They are as follows;
a) Executive furniture
These are furniture purchased according to the taste of high officials e.g. managers and
office above.
b) Special purpose furniture
These are furniture required for special jobs e.g. typists table
44
 c) Built-in furniture
The buildings are constructed in space saving method. The cupboards are built in the
walls of the rooms
d) General furniture
Is designed to facilitate the work of clerks. The furniture are provided according to their
requirements.

Fitting and accessories

They include desk lamp, telephone stand, coat stand, waste basket e.t.c
When choosing such items their colour may be considered so as not to ruin the pleasing
atmosphere of the office.
Factors to consider when buying furniture for the office.
a) The cost
b) Technology used
c) Availability
d) Portability
e) Weight
f) Space available
g) Durability of he furniture
h) Safety
i) Design used

Maintenance of furniture
a) Applying oil lubricates on movable parts.
b) Proper use of manual
c) Replacement of the broken parts immediately
d) Painting them
e) Avoid unnecessary movement of the furniture.

45
 f) Keeping them away from dust
g) Mending them
h) Greasing

CHAPTER 5
DEPARTMENTS IN AN ORGANIZATION
Specific objective
By the end of this topic the trainee should:
a. Identify different departments in an organization
b. Explain different functions of various departments in an organization
c. Discuss the relationship between departments in an organization

Personnel Department
Its aim is:
a) To retain interest of the staff
b) To boast the morale of staff
Duties of personnel Department
a) Recruiting staff

46
 b) Training the staff
c) Job description
d) Supervision social welfare
e) Recommending, transfer and promotions
f) Disciplinary matters e.g. to discipline or dismiss the staff
Others include: Retirement of staff & pension benefits
Qualities of a good personnel officer
a) Have knowledge of different jobs within the firm
b) Be trained professional manager
c) Be able to listen to the staff problems
d) Be able to assess the working morale
e) Be firm on disciplinary procedure.
f) Have a sound knowledge of organizational structure.
g) Possess a good personality, able to command the respect of his fellow’s line
managers.

Transport department
It is the means where the passengers and goods are moved from one place to another.
Forms of transport
 Railway
 Road
 Air
 Sea

Function of the transport department in an organization

a) To transport staff members to and from work
b) Allows communication to be passed quickly
c) Transport raw materials to the firm.
d) Used to sell the finished products of the the organization

47
 e) Essential services e.g. workers mail, drugs can be transported speedily
f) It avoids wastage of time.

Accounts department (finance)

It is headed by chief accountant there area also assistant accountants and book-keepers
Functions of accounts Dept
a) Maintaining books of accounts- he pays the tax liability of the firm
b) Makes payment to creditors.
c) They pay wages and salaries to staff
d) To issue money to be used in the office

Purchasing department
a) To purchase raw materials, machinery
b) To receive quotation from the suppliers
c) Placing purchase order.
d) It gives the accounts dept information on the amount required to make a particular
purchase.

CHAPTER 5
FILING
Specific objectives
By the end of this topic the trainee should be able to:
a) Explain different filling systems
b) Describe the different methods of classifying documents
c) Explain the use of various filling equipment
d) Describe the follow-up methods in filling and storage of documents

48
Filling
It is the act of keeping and classifying records so that it can be accessed easily when
needed.

Filling equipment
 Folders
 Fasteners& tags
 Paper Pinch
 Files
Examples of paper pinch: single whole Double hole,
Examples of files: lever arc file, Ring bidder files, concertina files

Purpose of filling
a) To keep the office tidy
b) Keep the document secure and in good condition
c) To help reach the document easily
d) To gather related documents together in one file.
e) The document act as a prove for legal purpose e.g. in court
f) For future reference.

Qualities of good filling

All records properly classified
a) Operation of the system should be simple
b) Where papers are easily filed and accessible
c) Where papers are safe (protected from lose)
d) The systems should be flexible to the filing needs.
e) The system should be considerate of space and if possible the limit cost

49
Equipment for filing
1. Folders which are available in different sizes or types e.g.
Plastic folders
Manila papers folders
Envelope or wallet
2. Fasteners/Tags
These are metallic materials fixed on files to hold papers together hence preventing
them from falling off. Tags are spring serving the same purpose as fasteners
3. Paper punch
It is a metal aid or device used to insert or dig holes on the papers.
Types of paper punch
Single whole paper punch
Double whole paper punch
Paper punch with guide adjustable
4. Files
There are many types of files as there are various needs for which files are required.

Types of files
a) Lever arch file
These secure papers on two arches shaped metal rods which open and close by lowering
the lever.
b) Ring files
Ideal for document needing constant

c) Box Files
Papers need not to be punched as there are no springs (fastener) rings.
They are used for bulky document which cannot be punched e.g. Brochure (kinds of
booklets) and pamphlets.

d) Concertina files

50
It consists of a number of pockets or gussets connected together. The pockets keeps on
expanding more and more as the document are inserted. They may be leather made or
plastic.

Identification of files
Files are identified either directly or by labels. Identification of folders, first on the front
covers, horizontally or down the front edge.
Along the extending back if it is the square cut folder.
If it is a tag folder on the tag.

Factors to consider when choosing filing equipment

a) Volume of records involved.
b) Frequency and speed of retrieval
c) Space available for storage.
d) Cost of the file and labour to apply.
e) Any venerability to theft or fraud
f) Need for future expansion

Storage of files
 Shelves
 Drawers
 Cabinets
 Cupboards
In any of the above cases, files or folders can stand off their spines or back.
a) They stand on their spines or back
b) They can be hang from rails or frames
c) Be placed into suspended pocket.

Note

51
Whether stored in cabinets, cupboard, and drawers or in shelves they will be stored in any
of the following filling method.
a) Vertical Filing
b) Horizontal Filing
c) Lateral Filing

Vertical filing
It is a method of storage used where files are place on their spines in individual’s files
pockets in drawers of vertical filing cabinets. There is also use of guide cards which are
placed between the files. These guides are used for faster accessibility of the files to
access the files; the drawers are pulled with the file.
Advantages of vertical filing
a) It is easy to read the identification of files from guide card.
b) It is easy to replace the files in the correct position after use.
c) Individual files can be easily removed and moved to other pocket files.
Disadvantages of vertical filing
a) The cabinet requires large room for storage.
b) It is causing fatigue as it requires large room for storage.
c) It is causes fatigue as it requires time to pullout the file drawers.
d) A particular drawer can only accommodate a limited number of files.

Lateral filing
This is a storage whereby files are placed side by side from front to back on a shelf or
cupboards.
Characteristics of lateral filling
a) Files are placed on their spring from front to back on the shelf.
b) The shelves are divided into sections
c) The identification tabs on be attached to divide off the sections
d) Suspended pockets can also be used each with a name holder for identification.

52
Advantage of Lateral
a) Less space is needed
b) Causes less fatigue when tracing files
c) Many files can be stored in the same area.

Disadvantages of lateral Filing

a) Difficult to identify compared to vertical l filing
b) It is not more secure eng theft of documents.

Horizontal filing
This is the strongest system whereby files are stored flat on files from bottom to top
Features of Horizontal Filing
 Files are stored flat on piles.
 Files are stored on shelves or in drawers divided in sections
 The edge of each shelf is labeled the group of files for identification
Advantage of Horizontal
It takes less space for filing that the two above.
Disadvantages
a) It is difficult to replace files to their correct positions after use.
b) It is the most far giving as compared to the last two above.
c) It is difficult to extract files from the piles especially when you need the file.

Indexing
a. It is alphabetical list of subject or names.
b. It is a system where cards or forms are arranged in a such a manner that the
content (title) and other pictures are exposed to view any indexing system
enable a form to keep records of it employees, customers suppliers and e.g.
Index records are also classified like in the case of files, either geographically or
numerically e.g.

Type of index
1. Visible Card index

53
 2. Vertical card index

3. Strip indexing
4. Punched card index
5. Page index

Purpose of Indexing
i. It provides quick reference
ii. It is a guide
iii. It offer easy allocation of the subject matter
iv. It enhances the speed of work

1. Visible Card Index

In this system the cards are housed in a tray or slide so that they overlap each other,
that only a title of each is clearly visible. The depth of overlap is enough to show the
title or the name of the card. Then strays are kept in cabinets. A locking device can be
used to protect the cabinet from being reached. The plastic covers can be fitted over the
cards to protect the transparent/dirt.

2. Vertical card index

In this method of housing, the cards stand upright in the cabinet or drawer boxes. The
name and other control facilities are exposed to view. This method of housing is used
when it is necessary to remove the cards often. A note can be made when a card is taken
away. The reason of making the not is for easy tractability of the card.

3. Visible loose-left Record index

The cards are stored in loose-left folders. The cards have holes penched on the edge and
are fitted into the sprung in such a way that they overlap each other. This system is only
useful for a small number of records especially confidential one which can fit in a book
or a folder.

4. Strip indexing

54
In this system each item of information is recorded on a separate strip and these are
building one on top of the other such that all information is visible. It is suitable for a list
of items is brief in itself. The strips are supplied in perforated sheets which can be passed
through either spong or typewriter.

5. Perched card index

It can be used to compile a system of record cards from which selected cards can be
removed from their cabinets quickly when they are required. The cards are supplied with
a series of punched holes ground the edge each hole represents an item of information
such as Department, group, sex etc. This system can be used for a wide range of office
systems. This system as it does not require expensive machinery.

6. Page Index
This is when the contents of a particular cabinet or folder are summarized on a
particular pikes of paper together with a positions and placed at either front or back of
the folder e.g. The ones found at the back of a book.
Definition of index
An index is devise for finding the position of a document or file in a system quickly. An
index may also means to guide something. It is also an indicator indicating subject
matter.

55
 CHAPTER 6
OFFICE STATIONERY AND FORMS
Specific objectives
By the end of this topic, the trainee should be able to:
a) Define office stationery and discuss the main aspects of stationery control.
b) Define continuous stationery and outline its advantages and disadvantages
c) Outline essentials of a good office form.
d) Discuss the main principle of form design of form design

Office stationery
Refers to all writing materials used in the office. They include paper, envelops, rubber,
ribbon, stencil, correcting fluid, pin, tags e.t.c.
Stationery control
The following guidelines are useful in ensuring that the stationery in the office is not
overstocked or run out of stock.

56
 a) Stationery should be bought centrally and in bulk to secure quantity discount
b) The issuing system must be planned properly to eliminate wasteful consumption.
c) The proper control over the use of stationery must be included in the duties of he
office supervisor.
d) Reuse of stationery items e.g. used envelops for internal mail e.t.c should be
explored.
e) Stock levels should be set out to avoid running out of items of stationery or over-
stocking.

Continuous Stationery
Means the printed forms are automatically produced in a continuous strip and departed
from one another by perforations.

Advantages
a) Waste of time can be avoided by use of continuous stationer
b) Neatness can be maintained
c) It helps to achieve the uniformity in the use of forms.

Disadvantages
a) It is more expensive than ordinary forms.
b) Mistake can not be easily corrected
c) The errors cannot be rectified easily
d) Bottom copies of the set may be faint and there may be confusion in respect of
figures.

Types of continuous stationery

a) Roll stationery
b) Interfold stationery
c) Sprocket feeding

57
OFFICE FORMS
A form may be defined as a printed sheet of paper or cards with marked headings for
entries to be made by hand or by typing. They are basic tools for all types of office work.
It is through them that the information required for conducting business can be reached.
The used of forms reduces chance of energy and time wasted. It also reduces cost of
office operation.

Essentials of a good office form

a) The writing surface the style of print, the proper sequence of information and
method of entry should be easy for rapid completion of the form.
b) Good appearance and balanced arrangement of information of the form.
c) Adequate space should be provided for the expected information.

d) Every form must have a title and logical sequence in managing or seeking
information.
e) Space for filing, perforating of use of window (envelops) where necessary.
f) The cost of form must be low and the benefit for the use of forms must be more
that their cost (economical)

Forms Design
A sound principle of form design is that efficiency in office work should be maximized
through the use of minimum number of forms. Forms design needs serious attention of
the forms supervisor or the forms control section.

Principles of form design

a) Easy of entering data (information) they must be having a smooth surface, easily
readable, print and headings arrange in the paper sequence so that the data is
entered easily and quickly.
b) Facility of using data, printing should be readable and data entered in a sequence
order

58
 c) Principle of elimination chances of errors. This means the alignments of lines or
columns the number of copies to be typed or printed.
d) Economy in cost i.e. Quality and quality of paper, the size of the paper should be
that which maximizes the economy of the cost of the paper used.
e) Ease of identification and handling. The forms should be easily identified, and
easy to handle.

Common faults in designing a form

a) Insufficient or inadequate horizontal space allowing for the expected information.
b) Too much printed information such as publicity, slogans printed on the forms.
c) Lack of distention between forms e.g. Preformed, invoice, credit note and debit
note.
d) Inadequate margins (at least 25 tm should be left and the left hand side of the
form (margin)
e) The space for signature placed too neat bottom edge to the firm.

General Guideline in form design

a) Forms must be designed according to the purpose of their use.
b) Forms must be easy to use.
c) Forms must be simple
d) Each type of form should have a title and a number.
e) The size of the; form should be proper i.e. not too big or small.
f) The typed face of printing forms should be clear.
g) The right type of a paper should be collected for the right form.
h) There should be adequate provision for punching, scorning and perforating the
form.

Forms Control
There is need for proper management control over forms to ensure that they are effective
and economical in design as well as in use. It can be done by providing a system of forms

59
control under the direction of a responsible executive e.g. (forms supervisor) or an
advisory committee.

Objectives of form control

The objectives of having management control over designing and use of office forms
may be outlined as below:
a) To introduce forms which are really necessary
b) To ensure that clerical duties does not become confusing of account of too many
forms.
c) Ensure that the form is designed as to render the best possible use and minimized
cost.
d) To produce forms by the most appropriate and economical method.
e) To supply copy of the forms to those who only require them.
f) To study whether introducing new forms proposed or revision of one’s is essential
to review all forms periodically so as to determine their utility, usefulness in
accordance with accurate requirements.
g) To evaluate forms designed on the basis of the time required to use them.

Advantages of form control

a) It economizes time, paper cost by using the correct form.
b) The work is simplified as only the required information is provided.
c) Less frustration to the workers as they will know what is required.
d) It improves the overall efficiency of the office work.
e) It helps to fasten processing because only the relevant information is obtained.

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 CHAPTER 6

REPROGRAHIC SERVICES
Specific objectives
a) By the end of this topic, the trainee should be able to:

61
 b) Explain the concept of reprography.
c) Discuss the methods used for reproduction of documents in an office.
d) Discuss the factors to consider in choice of reproduction methods.

Reprography
It is the name given to a variety of processes which can be used to make a number of
copies from a master.
Duplication; It is the preparing of a master which is similar to the original copy from
which copies can be made.
Copying: Is usually used when one or few copies are produced direct from an original
document.
The following reprograhic processes are commonly used in offices.
a) Spiriti duplicating
b) Ink duplication
c) Offset lithography
d) Manifolding
e) Photocopying
f) NRC (Non carbon required)
g) Addressing machines
h) Micro filming
i) Type writing
Types of duplication
Spirit duplicating
Ink duplication
Offset litho duplicating

Spirit Duplication
The spirit master is prepared by
a) Typing
b) Drawing

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 c) Handwriting
d) Heat transfer copying process.
e) The spirit stencil passes the following steps before it is ready for production.
f) The spirit master is inserted into the typewriter

Duplication
The spirit master is placed round a roller on a duplicate
By the turn of the handle) if manual) of by switching on power (if electric)
The spirit dissolves a small proportion of he carbon. Impression thus transferring the
impression on the paper.

Advantages of spirit duplicating

a) Suitable for relatively few copies.
b) Duplicated copies are dry and do not require special facilities.
c) It is suitable for reproduction of drawings charts and sketches provided the master
and the carbon are placed over a hard pencil.

Disadvantages of spirit Duplicating.

a) The process is not good for reproduction of many copies.
b) Copies tend to fade if exposed to light for a long time.
c) Spirit is inflammable and has to be carefully stored.
d) Masters can be spoiled by inexperienced operators.

Ink duplicating
The material used here are stencil with wax, plastic surface, black inks, stylus pen

Offset litho duplicating

Preparing of the master plates

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It can be made of from – metal plates –paper plates, plastic plates.
A master plate may be prepared on paper plates which can reproduce up to 2000 copies.
Metal and plastic plates are used when more than 2000 copies are required. Plates may be
prepared by:
a) Writing
b) Drawing
c) Typing through a litho ribbon or litho carbon paper.
d) Electric scanner

Materials required
 Greasy ink
 Water
 Paper
 Metal
 Plastic plates
 Duplicating process
The process relies on the fact that oil and water will not mix
The master is fixed round a drum which is brought into contact with damping rollers and
then ink rollers.
The unwritten parts of the master become wet and therefore cannot pick up printing ink.
Written portions reject water and take in ink.
It can obtain up to 50,000 copies from a metal master and 2,000 copies from a paper
master.

Advantages of litho duplication

a) Very long runs are possible
b) The process has a wise variety of uses.
c) Very high quality of work is possible
d) The plate can be used
e) Ordinary papers can be used.

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Disadvantages
a) It is not convenient or cheap for small runs.

Ways of preparing an ink master (ink duplication)

b) By typing
c) By handwriting and drawing
d) By use of a thermal heat copier.
e) By Typing
 Cut a stencil with the ribbon out of action
 Clean the type faces with a stiff brush.
 Type with an even impression
 Correct errors by using special correcting fluid which covers the wrong
letters and enables the correct word to be overtyped.
By handwriting & by drawing
 Place the master on a hard surface and use a stylus pen to write or draw.
 Errors are corrected by the used of a correcting fluid
By a thermal Heat Copier
A thermal stencil is cut by heat; this is done by passing both the stencil and the document
(put inside a special cover) through a thermal heat copier.
Thermal stencil can be added to by overtyping and running it through a machine again.
Parts of the original document can be masked by covering them with a bound paper and
then passing it and the stencil through the copier.

Advantages of Ink duplicating

a) It is possible to use different colours
b) Can produce copies from a heat master.
c) It is economical for very long runs
d) Writing and drawing can be added to typed stencils.
e) Ink duplication is cheap and simple to use.
f) The copies produced are very effective.

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Photocopying
It is the reproduction of a facsimile (exact) copy of an original document. The original
has to be in fit condition for reproducing. The equipments used here consist of
Exposure unit e.g in which the original and the copy paper are exposed to a source of
light.
Processing unit: In which the copy is developed.

Four main processes of photocopying.

 Electrostatic
 Heat
 Light
 Dyline (Diazo)
How a photocopy machine works.
 The copying paper runs direct from the roll, held by vacuum section to the
exposure bed. From there, it moves through the developing tray and out onto the
receiving tray. On the upper side where the original is placed and then covered
with rubber flap, the copy length is adjusted as required.
Advantages of photocopying
A copy is produced quickly without errors.
No need for carbons, special typing paper or stencil.
Make an exact copy of a document.
The quality of the original does not deteriorate with many running.
Disadvantages
a) It is expensive for many copies
b) A special copy paper has to be bought.
Uses of photocopying
To produce statistical records.
To produce extra copies of incoming letters for circulation.

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Copying drawings and diagrams.

Manifolding
It is the interleaving of carbon papers and typing papers so as to get a number of copies of
a document.

Advantages of manifolding
a) No special skill is required.
b) It is a cheap method of obtaining copies for small circulation.
c) No duplication machines required and therefore no maintenance costs.
d) Manifolding may be used for documentation and reports.

Disadvantages
a) It is not easy to correct errors
b) Only a few copies possible
c) Carbons dry out if stored for too long.
d) Qualities of copies fall away.

Non carbon required (NCR) paper

It is a system which eliminates the used of carbon papers. The typing paper is coated with
chemicals which are colorless. The surface is coated by microscope globules on the
paper, producing a visible copy on the pages below.
Advantages
a) It is cheap to use
b) No maintenance required
c) No carbon required.
d) No skill required

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Disadvantages
a) Can be spoiled easily and wasted.
b) Errors cannot be corrected.
c) More expensive than ordinary forms of papers
d) Uses of No Carbon Required (NCR) paper
e) Used for small circulations.

Addressing machines
a) Used to prepare account card
b) Used to prepare clock cards, payrolls and pay envelops.
c) Used to prepare any form of circulars & schedules.
Microfilming
It is a process developed for bulk copying records.
Records are copied on to films for filling purposes.
Advantages of microfilming
a) It helps to keep the information as long as it is wanted.
b) It saves space.
c) It helps to keep secret
Disadvantages of microfiling
a) It is expensive process
b) It is difficult to index the material

Typewriters
There are two types of typewriters
Manual and electrical typewriters.

Advantages of electric typewriters

a) It is possible to increase productivity as it saves time and energy of the typist.
b) It produces more copies depending on the type of copy paper used.
c) It has more uniform print; therefore a neater result is produced.

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 d) It is ideal for stencil cutting and for the preparation of masters of spirit
duplicating.

Disadvantages
a) It is expensive to operate and buy
b) It is hard to correct an error

Typing pool
This is the system under which all or a large number of the firms ‘s typists are
collected together in a central office where the major function of the correspondence
arising from the various functional dept is typewritten.
Characteristic of the typing pool
 Most routine work is done in the typing pool
 Dictating machines are also installed in the pool
 There is a supervisor, who is usually a shorthand typist.
 The typist works for more than one departments and at times shares one particular
job with another typist.

NB: Dictating machine is used by audio typist.

Advantage
a) It is easier to cover the work of a typist should she be absent
b) Greater concentration than that of a personal secretary as typist are not interrupted
by the incoming calls, visitors and filing.
c) A higher standard of work can be achieved as there are opportunities of
comparing work of different typist.

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Disadvantages of the typing pool
a) Minimized interruption of other clerical staff
b) There is an even distribution of work unlike a personal secretary who works all
alone.
c) Ensures better training for junior typist
d) There may be delays in getting the work done
e) Typing pools encourage gossiping
f) Work becomes boring because so much routine work is channeled into the typing
pool.
g) The work may not be of high quality as different typist may share one type of job.

CHAPTER 7
COMMUNICATION
Specific objective
a) By the end of this topic, the trainee should be able to:
b) Define communication and discuss the main types of communication.
c) Distinguish between internal and external communication
d) Describe the common barriers to communication and suggest the measures to the
measure to overcome the.
e) Explain various mean of visual communication.
f) Discuss the meaning of video conferencing.

Establishing good communication

All communication have to be originated, produced, transmitted, Received and
understood. Each communication is intended to provide information or evoke action.

70
Communication may be written, oral or visual and system must be designed to cater for a
variety of each kind.
Main aspects of communication
 The source of communication i.e. the sender.
 The content of the communication
 The processes by which the communication is produced i.e. dictation and typing.
 The method by which the communication is transmitted e.g telephone, letters,
telex.
 Procedures involved in receiving communication e.g mail handling, distribution.
 The destination of the communication i.e. the recipient to go home is not the best
time to give information for the next day.

N.B
a) Consider the place
The middle of an office is not a place of a reprimand. Nor are the corridors or the place
for a discussion leading to a policy decision.
b) Obtain feedback
This is to ensure that the recipient of the communication has heard and comprehend
completely.
c) Make a note of facts which you may need for further action and insist that other people
do the same.
Causes of poor communication
1. Faults of the part of the speaker or the writer
a) Content failure- prepared inadequately before starting to communicate.
b) Failure to think clearly and logically.

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 c) Failure to consume relevant and important information so as not to include the
issue with much information.
d) Failure to include all critical or important details.
e) Failure to realize that information is too technical for the person receiving it.
f) Failure to update the information or details given.
g) Failure to check details such as names addresses amount.
h) Failure to proof –read.
Principles of accurate information
1. It should be fast within its limitations and its far as its speed can be controlled
by the originator)
2. Accurate
Communication system must be designed to ensure maximum speed when
required and complete accuracy at its time. Accounts should not only betake as
various machines available but also consider the people who operate the system.

Basic rules of good communication

The following basic rules should ensure fast and accurate communication in the
office and with people outside the organization.
a) Think before communicating: e.g. what the objectives of the communication.
How can the objectives are best achieved.

b) Consider the implication of the communication i.e what results will it adhere.
c) Review the proposed communication; Review to ensure that it contain al the
information required for the recipient to make the decisions or take action e.g.
Carrying out an instruction and provide information.
d) Consider the reaction of the people: Consider the reaction of the persons who will
receive the communication as regard both the contents and tone.
e) Consider the timing of the communication; i.e. a few minutes before the staff
leaves.

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 Use of media (faults)
a) Failure to select and use the most suitable media for the information being
transmitted and the person receiving it.
b) Failure to identify the person or dept when answering the phone.
c) Failure to know or understand the media you have chosen i.e instructions needed
for a telex mail.
d) Failure to select or use appropriate machine or facilities to give suitable
presentation i.e types – space/or pitch.

Management failure
a) Failure to obtain feedback to check comprehensions by the person receiving the
information.
b) Failure to follow up.
c) Failure to discuss communication problems with superior.

Fails of the part of media

Failure of equipment due to break down during communication
Faulty equipment.
Inadequate or unsatisfactory maintenance of equipment
In adequate facilities for type of work. i.e. lack of appropriate symbols on the typewriter
for technical work.

Difficulties caused by circumstances

a) Clashes of personalities.
b) Lack of liaison between various levels of staff.
c) Insufficient knowledge of company or dept or procedures.
d) Lack of cooperation among staff.

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 e) In adequate staff to cope with work load.
f) Failure of individuals to notify movement both temporarily and permanent.
g) Failure a daily or weekly staff movement list.
h) Failure to prepare or update or ensure use of appropriate manuals or reference list
e.g internal telephone directory.
i) Failure to establish or use procedures for taking messages and delivering to
appropriate staff for quick actions.
Failure on the part of the recipient
1. Content
a) Failure to take an interest in the communication.
b) Failure to comprehend as destined from just listening.
c) Failure to be a ware of the importance of the communication.
d) Failure to pass on messages exactly as it is given.
e) Failure to ask when the information is not understood.
f) Failure to check details when there is some doubts.

Reception (failures)
a) Failure to concentrate
b) Failure to interpret correctly
c) Failure to hear correctly
d) Failure to take notes
e) Failure to use proper note pads.
f) Failure to divert attention fully from other distribution to the communication.
g) Failure to discount
h) Failure to correct poor hearing or eye sight.

Management failures
a) Failure to determine the agency of each information.
b) Failure to plan so that pressure of work does not cause carelessness.

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 c) Failure to have confident in cum ability to receive and act on confirmation.
d) Failure to recognize weakness and under

Forms of written communication

 Correspondence
 Circulars
 Internal memorandum
 Reports
 House journals
 Minutes
 Suggestions schemes.
Correspondence
o The letters we write to our friends and relatives are called personal letters.
o Business letters- are used for buying and selling
.
Channels of communication
There are three channels of communication. Channels are ways of passing information
 Oral
 Written
 Visual

Oral communication
A great deal of time is spent in communication orally i.e by word of mouth.
Forms of Oral communication
 Interviewing
 Joint consultation
 Training courses
 Meeting & conference
 Conversation.

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 Interview
Types of interview includes
 Interview for recruitment
 Briefing
 For consultation
 Discussion
 Research
Key notes of a successful interviewing are preparation and one of the greatest assets of
the interviewer is ability to listen objectively to what he is told. Most of the organizations
have printed standard forms used to give information within the organization. Usually
these forms have a space for the sender’s signature, date and the subject at the top of the
firm.

Reports
There are various types and styles of reports its basic functions is to convey the
writer to the reader some conclusions and on recommendation based on facts and
circumstances which have been investigate.
Reports may be informal or formal

Bulleting/House journals
These are printed information for internal messages.

Minutes
These are concise reports of the proceedings of formal meetings, they are written as
soon as possible after the meeting or during the meeting to avoid making mistakes due to
failure to read short hand. Outlines taken during the meeting.
Keeping the minutes of certain meetings e.g. Directors meetings are legal requirements
while others are taken to the mgt to implement decisions.

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 Various manuals
These include procedure manuals, office annuals e.t.c
Requirement of a good letter
a) Information, spelling and grammar should be correct.
b) The letter should be displayed pleasantly and in accordance with accepted
procedure.
c) The wording should be polite and simple to understand.

Circulars
These are generally refers to as circulation slips used to give information which is
uniform to more than one official using one document within the same organization.

Internal Memorandum
It is used to give information from one officer to another of the same organization

INTER OFFICE MEMORADUM

From----------------To----------------Date------------- Ref.-------------------
Subject:-----------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------

--------------------------------
Initials

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 CHAPTER 8
HUMAN RELATIONS
Specific objective
By
Importance of good human relations in organization e.g. (Employee – employer
relationship)
a) It makes the employee more devoted to their work.
b) It ensures a smooth running of the organization without cases of strikes.
c) It increases the employee’s morale.
d) It leads to increase in production thus firm’s achievement of its aims.
e) It increases the respect and discipline btw the employees and employers
f) Instructions are properly taken thus reducing the chances of accidents and errors
in work.
g) It is easier for the organization to implement certain changes with the little
resistance.
h) Effect communication – Better work coordination

Ways of motivating employees

a) Through fair remuneration
b) By giving incentives e.g. bonus and profit sharing opportunities
c) Security of job e.g. to permanent employees
d) Favorable working conditions
e) Recognition
f) Participation e.g. decision making
g) Through good communication

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 CHAPTER 9
HUMAN RESOURCE MANAGEMENT
Recruitment
It is the process of searching for prospective employees and stimulating them to apply for
jobs in the organization
How to set out recruitment
a) Through advertisement
b) Through employment agencies
c) From labour unions
d) Through fate hiring e.g. getting people who look for employment on their own.
e) Employee recommendations
f) Public employment agencies
g) On campus recruitment
Selection
It is an effort of the organization to select a fixed number of personnel from a large
number of applications.
Selection process (steps)
Screening of application of the applicants.
Selection test e.g depending on the organization and the kind of the job e.g achievement
test.
Physical examination ascertains the physical standards and fitness of the applicant.
Approval by appropriate authority.

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Placement. The right candidates are placed on their jobs initially on probation basis.
Types of selection test
 Achievement Test
 Intellectual test
 Personality test

Placement
It is the actual placing of the candidates on their jobs initially on probation basis after
selection. This takes three month and if an employee completes this period successfully,
then they become the permanent employee of the organization.

Advantages of selection tests

a) It is used to weed out the large number of candidates who may not consider for
employment in the organization.
b) They are able to reveal the qualities and potentials of prospective employees
which can not be known by other methods including personal interview.
c) It is not biased and a person who does not get selected in the basis of the selection
tests can be arguing that selection was unfair.

Disadvantages
It fails to make a 100% prediction of an individual on the job success.
Its use is not economical if the number of applicants is small.

Manpower planning
It is the process that includes forecasting, developing , implementing and controlling by
which a firm ensures that it has the right number of people and right kind of people at
the right place , at the right time, doing things foe which they are economically most
suitable.

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Features of manpower planning
a) Its aspects try to ensure availability of the people in the organization.
b) It involves determination of future needs of manpower in the light of
organizational planning and structure.
c) It takes into account the man power available at a future date in the organization
i.e it directs how to make manpower suitable.
d) It deals with effective initialization of manpower by indicating the various factors
which should be considered in this respect like working environment.

Man power planning process (Step)

Projecting manpower requirements.
E.g. the scale of business activity over a time period.
Job analysis i.e to give the type of personal requirement.
Man power inventory .e it is related to the identification of key personnel in the
organization and cataloguing their characteristics without reference to the present
position held by them.
Identification of Gap between Available and required manpower. i.e. the actual needs of
personnel and their availability.

Disadvantages
a) It may lack accurate forecast e.g. vacancies
b) It may lack support of top mgt.
c) It may fail due to unpredictable changes in the economy.

Advantages or objectives of manpower

a) It helps the organization to match its man power with skill necessary for
achieving its objectives.

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 b) It helps the organization to know how its personnel are employed and how their
skills are being used i.e. this help in deploying manpower in much better way.
c) It facilitates similar approach in other of staffing as it is the beginning of staffing
process.
Training
It is the act of increasing the knowledge and skills of an employee for doing a particular
job.
Development
It is broadly the nature and direction of change induced in employees through the process
of training and education.
Importance of training & Development
a) It increases the efficiency in work
b) Increases the morale of employees.

c) Brings better human relations

d) Helps to reduce supervision of work
e) Increases the organizational viability on flexibility

Motivation
Non- financial incentives as motivator
Status
This referees to the ranking of people in the firm. It includes rights and duties in the
organization

Promotion
It is a movement to a position in which responsibilities are increased. Promotion satisfies
the need of human beings in the organization.

Responsibility
Most people prefer a responsible job, that satisfies people’s natural and inherent
characteristics and they put more effort s for completing the job.

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Making job pleasant & interesting.
By designing such that it allows the employees to satisfy their natural instinct e.g.
through job enlargement and job enrichment.

Recognition of work
Appreciating the work of the subordinates does motivate them.

Job Security
If worker’s job is secure, he feels happy and less worried thus being motivated.

Encouraging the team spirit

By encouraging the workers to work in cooperation and coordination in order to achieve
the organization goals will motivate them.

Participation
The superior-subordinate relationship emphasis that superior takes the decision and
subordinates implement them and they also be involved in making the decision .

Good communication
Better channel of communication in the organization.
Transactional Analysis (TA)
It is used to develop better interpersonal interaction among individuals. It involves
understanding of personality factors of individual and their ego with which they interact.
Ego – It is a person way of thinking, feeling and behaving at any time.

Importance of Transactional Analysis (TA)

a) It helps to develop positive thinking about people i.e. changing negative to
positive feelings.
b) It motivates

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 c) It leads to organizational development.
d) Improves interpersonal relationship by providing understanding of ego. States of
persons involved in interaction thus improving interpersonal effectiveness.

Promotion
It is a change from one jot to another that is better in terms of status and responsibility.

Importance of promotion
a) Leads to job satisfaction
b) Provides motivation to employees
c) Increases productivity and employees resistance to certain changes are reduced
d) It provides economic and moral development in the organization.

CHAPTER 10
ORGANISATION AND METHODS
Specific objective
By the end end of this topic the trainee should be able to:
a) Explain the concepts of organization and methods
b) Explain the objectives of office organization and methods.
c) Discuss the procedure used in carrying out office organization and methods
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 d) Discuss the imports of organization and methods

Work simplification department. The American term is organization and method dept. It
is charged with responsible of finding easier and better ways of doing work. It also deals
with scientific checking of the way work is done to ensure that utmost efficiency is
obtained
Objectives of O & M department
a) To eliminate wastage- To achieve O&M dept ensures that work procedures
codified and made clear and the flow of work is improved
b) Improving the existing work output
c) To improve accuracy
d) To improve the support service given by office staff ( on occasions this may
means recommending employment of a additional staff)
e) Making the staff efficiency concisious by encouraging their participation and
interest in the office work.
O & M department Personnel
All large organizations in both private and public sectors have at least an organization
and method dept. Organization and method personnel are members of the mgt services
division and work done alone side work study officers and system analysis. The function
is normally advisory and they provide the services to all depts. In the organization where
data processing or computer systems are involved they have to work closely with one or
more system analysis. They provide advice to all dept on request when is it done, the
questions of timetables and circles of time have to be considered.
Where is it done, it is necessary to be done where it is who does it, how is it done and
how many are concerned in it.

Submission of proposal

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After enquiries have been made, the facts are analyzed and improvement planned, the
proposal must be then submitted for subsequent action. It is usual for the proposal to be
shown to the managers of the dept concerned not for approval or criticism but so that they
know what is recommended and so that they are prepared for whatever cause of action
that the mgt decision on.
Difficulties of conducting an O & M survey
a) Financial to fund the survey
b) Personality differences
c) Problems of time constraints.
d) Their qualifications may also affect the survey.
e) Failure to collect relevant information.
f) Their recommendation should be workable since they may be fired it their
findings is not successful
g) Job security
h) Lack of information

Principles of good organization

 Clear definition of objectives.
 It should be flexible
 Clear line of authority
 Appropriate span of control

Planning the assignment

The actual planning depends on what the assignment is the size of the dept to be surveyed
and their geographical dispersion and so on. This must be followed by a preparatory
meeting.
Collecting of the facts
It s time consuming and may be time wasting for the operation of the office staff if
preparation is in adequate. There is a danger of either collecting too many facts about
procedures not concerned with the enquiry or of not collecting enough relevant material
Ways of collecting facts
Studying of the existing records.
Personal observation

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Discussion with people doing the job and their supervisors and managers.
Using written questionnaires.
Note: Questionnaires are notoriously open to misinterpretation and suitable combination
of the above methods usually used.
Analysis of facts
Every stage in the various office procedures has to be examined which means that
organization and method staff has to ask many questions like what is done, what is the
unit of work, why is it done (This may give mourners connected with other office
routine).

O & M assignment
It may be to check on one aspect of e.g. an invoice system or the entire office system of
an organization. A simple O & M assignment might be to consider the side and
warding of an office from, how many copies are made, who received each copies and
the use made of each copies when and where, on the other hand, It could be to under
take a compete revision of a system such as central filing
How O & M works
Operation
An O&M assignment usually falls into the following five broad sections.
a) Determine of the objective of the assignment
b) Planning the assignment
c) Collecting the facts
d) Analyzing the facts
e) Submitting proposals

Question
a) According to your own views, is O&M assignment vital for any given enterprise?
b) Interviews are commonly used in collecting data in Organization and Methods
surveys. Outline five shortcomings of using this approach. (KNEC 2008)

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