OFFICE PRACTICE

TANZANIA PUBLIC SERVICE COLLEGE (TPSC)

RECORDS MANAGEMENT DEPARTMENT

TRAINING NOTES

SUBJECT NAME:                OFFICE PRACTICE

 CODE:                                         RM 412

CLASS:                                  BTCRM      I

MARCH, 2015

COURSE CONTENTS

1.     Introduction

a.     What is an office, procedure and office procedures

b.     Guidelines for the formulation of office procedures

c.      Advantages and limitations of office procedures

2.     Types of office

a.     cell and open office

b.     advantages and disadvantages of each types of office

c.      Quality of an office worker

3.     Functions of office

a.     Basic office functions

b.     Administrative functions

4.     Office equipments and machines

a.     Types of office equipments and machines

b.     Advantages and disadvantages of office machines

c.      Factors to consider before buying office equipments/machines

d.     Principles of operating office equipments

5.     Office stationery

a.     What is office stationery

b.     Guidelines for  useful controlling the office stationary in the office

TOPIC 1: INTRODUCTION

1.1 Definition of an office

Office is a room where relevant records for the purpose of control, planning and efficient management of the organization are prepared, handled and preserved.

Office provides facilities for internal and external communication and coordinates activities of different departments of the organization.

An office is a place where the control mechanisms for an organisation are located; where records are initiated for communication, control and efficient operations of the organisation.

1.1.1 Basic Elements of an office

1. People

–        Workers to manage the transaction

2. Secure structure

–        Building where security of materials is maintained

3. Physical location

–        Contact information such postal address, telephones numbers, e-mail address, etc

4. Records materials

–        Files, reports, etc

5. Organisation

–        Leaders and those who are led (supervisor and subordinates, etc)

1.2 Definition of procedure

·         A series of operations pointed towards achieving a particular objective.

·         Procedure may be defined as a step by step activity which must be followed in order to achieve a set goal or objective.- for example, incoming mail handling procedures, procedure of filing, procedures for recruiting and selection,  etc

1.3 Definition of an office procedure

·         A series of related clerical steps, usually performed by more than one person which constitutes an established and accepted way of carrying on an entire of activity

·         A planned sequence of operations for handling recurring official transactions uniformly and consistently

·         Hence, office procedure refers to established procedures to be followed when carrying out official business. It is therefore important for every member of staff in the office to follow the procedures for the smooth operation for the business.

Office procedures are necessary to ensure efficiency in the workplace. Handling calls in and out, paperwork, filing, taking messages, customer interaction and even furniture arrangement can all fall under office procedure. Office procedures create a uniform way of doing things that create consistency, efficiency and professionalism within the office environment.

1.3.1 Guideline for setting up office procedures

                i)       Determine of purpose of work

              ii)       Justification of the purpose of routine (done through careful analysis of each step)

            iii)       Steps in routine should be systematic and logically arranged

            iv)       Each step must contribute to the advancement of the work

              v)       Avoid duplication of work and minimize paper work

1.3.2 Importance of office procedures

                i)       Promote fairness-treat people equally

              ii)       Promote democracy –allowing people to participate fairly

            iii)       Promote certainty of accomplishment of a certain task

            iv)       Cost-effectiveness in terms of time, money

              v)       Incentive to work-if procedures are simple, one is motivated to work

1.3.3 Advantages of office procedures

                i)       Smooth flow of work in an organisation

              ii)       Avoiding of unnecessary operations

            iii)       Removal of duplication of efforts, delays and bottlenecks

            iv)       Eliminate the burden of decision making relating to routine work

              v)       Coordination among different and conflicting demands of office work within a single department/section

1.3.4 Limitations of office procedures

                i)       Time consuming

              ii)       Unlikely to issues of extreme urgency

            iii)       Difficulties to people with special impairments (disabilities)

            iv)       May create a potential for corruptive practices

TOPIC 2: TYPES OF OFFICE

There two types of office

l  Cell Office

l  Open Office

2.1 Definition of Cell Office

A cell office is small room which is separated from one another by wall or partition. Usually the door leading to the office bears the title of officer. For example, Director General, Human Resources Manager, Administrative Manger, Records Officer e.t.c

Cell office is ideal for top management/executives due to confidentiality

Example of Cell office layout

2.1.1 Advantages of Cell office

                i)       Privacy

A cell office provides greater security for confidential work and discussions.

              ii)       Concentration

Due to the absence of noise, greater concentration of mind is possible.

Therefore, efficiency of staff can be higher

            iii)       Personal Atmosphere

Cell offices promote attachment to a particular group.

They provide a sense of status and importance to the concerned staff.

            iv)       Tidy Appearance

Cell office can be more tidy and well-organized. Overcrowding or congestion is eliminated.

              v)       Healthy Atmosphere

There can be better ventilation and heating/cooling.

There is less transmission of diseases from one person to another.

2.1.2 Disadvantages of cell office

                i)       Uneconomical

A lot of space is wasted in partitions and corridors. Therefore, the cost of office space tends to be very high. It is a common experience that walls and corridors consume about 25 per cent of floor space. Greater expense is involved in decorations, cleaning and maintenance.

              ii)       Expensive Supervision

Supervision becomes costly and less effective. Subordinates do not face the supervisor and the supervisor loses personal contact with workers. Therefore, more supervisors are needed.

            iii)       Ineffective Communication

Internal communication and flow of work are hindered due to walls and partitions. Movement of files is delayed.

            iv)       Lack of Flexibility

Due to permanent walls and partitions changes in layout cannot be effected quickly and easily. Office layout becomes inflexible.

              v)       Poor Lighting and Ventilation

Flow of air and natural light is interrupted due to too many walls and partitions. Artificial lighting and ventilation becomes necessary resulting in higher cost of operations.

2.2 Definition of an Open Office

An open office refers to a large room or hall in which all the sections of the office are located

An open office is a large room which shared by several sections of a department.

Each section or department is allotted a separate space in the same room or hall which is often demarcated by counter-high filing cabinets or shelves.

Example of an open office layout

2.2.1 Advantages of an open office

                i)       Economical

An open office makes better utilization of office space because unnecessary partitions and corridors are avoided. Therefore, open office creates saving in space and reduces the cost of operations.

              ii)       Effective Supervision

In an open office, workers face the supervisor. Therefore, there can be better inspection and coordination of work. A less number of supervisors is required

            iii)       Better Communication

An open office facilitates inter-departmental communication. A worker need not go to another room for consultation, advice or instruction. It ensures smooth flow of work.

            iv)       Joint Use of machines and equipment

Open office makes possible the sharing of machines and equipment by different sections. Joint use of machines and equipment ensures their fuller utilization and economy in costs.

              v)       Flexibility

In an open office changes in layout can be made without much difficulty. This ensures a more effective placement of office machines and equipment.

            vi)       Minimum Movement of Staff

In an open office, staff need not move around because they can see who is absent or present.

It is also convenient for the outsiders to locate the persons whom they want to contact

2.2.2 Disadvantages of an open office

                i)       Lack of Secrecy

As work is done in full view of all the staff, privacy cannot be maintained. Therefore, open office is not desirable when secrecy of work is required

              ii)       Lack of Concentration

In an open office employees cannot concentrate on work due to frequent movement of staff and visitors. Noise created by telephones and typewriters also impair the efficiency of office staff

            iii)       Untidy Appearance

The open office normally has untidy appearance due to too many people working in the same room and scattered files. When efforts are made to maintain tidiness, this may take much time to maintain it.

            iv)       Impersonal Atmosphere

In an open office, an employee feels little attachment to his place or work. Staff of higher rank may feel insulted when asked to sit in the same place with lower rank staff

              v)       Unhealthy

There tends to be congestion and overcrowding in an open office. Infectious diseases can be easily passed on from one person to another due to bad ventilation and overcrowding.

            vi)       Low Morale of work

The morale of office performance tends to be low due to loss of status and individuality.

Individual needs are ignored and sense of belonging to a well defined group is reduced.

2.3 Quality of an Office Worker (Public Servant)

In order to be able to work in an office, an office worker must be have certain important qualities. The following are some important qualities of an office worker;

Punctuality

Coming early in the office to keep appointments and finish pending work

Initiative

Being able to think and decide at your own. Do not wait to be told everything

Training in office subject

Training in office practice, book-keeping and typewriting. These will enable you to do office work

Neatness

Being neat in dress, body and work

Thoroughness

Being correct and accurate in your work, i.e to do your work without mistakes

Reliability

To be able to do your routine duties without supervision

Orderliness

Arranging your work and office nicely/tidy

Loyalty

Respecting your seniors, co-workers and being honest and fsithful

Tact

To be able to deal with awkward situations and handle difficult people

2.3.1 Office Supervisor

This a person appointed (chosen) to control the work and people at work place

Qualities of a good Office Supervisor

                i)       Must have high degree of loyalty

              ii)       Must be impartial (unbiased) in making decisions

            iii)       Must have confidence in the work

            iv)       Must possess technical knowledge of the job

              v)       Must be devoted (dedicated)

            vi)       Must be smart

          vii)       Must be practical i.e show example in doing the work

        viii)       Must be initiative

Reasons for supervision

                i)       To enhance cooperation between units

              ii)       To maintain authority and responsibility

            iii)       To give fair treatment

            iv)       To reduce waste of resource

              v)       To enforce discipline

            vi)       To attain proper balance in the teamwork (chain of command)

Responsibilities of a Supervisor

                i)       To coordinate the work of different sections – organising the office

              ii)       To enforce discipline – rules, policies

            iii)       To plan the work to be done – set standards in order to maintain quality and quantity of work to be done

            iv)       To control production/services

              v)       To motivate the workers – encourage people to give their best performance

            vi)       To train subordinates

          vii)       To settle employees complaints (grievances)

        viii)       To ensure effective communication between management and staff – act as intermediate personal between the management and other staff

Techniques of Supervision

                i)       Avoid favouring one side – impartiality and fairness in enforcing discipline

              ii)       Encourage workers to express their views

            iii)       Involve worker in planning – give them right to make suggestions, participation and improve their morale

            iv)       Listen to workers problems

              v)       Ensure you are understood – use good communication skills and issue them orders and instructions in such way that they will like following them

            vi)       Use simple and clear language when giving instructions

          vii)       Be familiar with organisation rules and regulations –

Factors to consider when assigning work to a worker:

                i)       Be in mind the following factors;-

              ii)       Background of the worker

            iii)       Volume of work

            iv)       Experience and qualifications

              v)       Ability/capability of the worker

            vi)       Special interest in the job

          vii)       Confidence of the worker

TOPIC 3: FUNCTIONS OF AN OFFICE

3.1 Basic/Primary Functions

The primary functions of an office are mainly concerned with the recording of the business transaction, i.e., making, using and preserving records for future reference.

The primary functions of an office are:

3.1.1 Receiving and collecting information

Receiving information relating to the activities from various sources is the major function of an office. An office receives information either from internal source or from external source.

Information received from internal source is from the departmental heads and from other levels of management. The forms/types of such information are reports, letters and telephone messages, memos, etc. Information from external source taken the form of letters, orders, invoices, enquiries, telegrams fax, etc

3.1.2 Recording information

Having received information from various sources and in different forms, the second primary function of an office is to record them in appropriate books/registers. The first step in recording the information is to sort them out.

Then, it involves entering the information in registers concerned as, for example, all incoming mails received are recorded in the Incoming Correspondence Register, all communication relating to enquiries in an Enquiry Book and so on.

This helps not only in easy identification, but also enables quick reference. Recording of information is also obligatory for meeting legal requirements.

3.1.3    Processing and arranging information

It is the most significant function of an office. The information collected and recorded cannot be readily used for the decision making and other purposes in the organization. Therefore it must be processed and arranged. Processing information involves preparing notes, sorting, filing, etc. All pieces of information are to be arranged in a systematic way.

3.1.4        Retrieval of information

The office provides such information to the management as and when needed from its records. The information to be provided may be of routine nature or special nature and it may be verbal or in writing. This information helps in decision making process.

3.1.5        Safeguarding/protecting assets

This involves safeguarding the assets of the office. All assets, movable and immovable, documents and office records must be guarded and protected

3.2      Auxiliary/Secondary/Administrative functions

The secondary/administrative functions arise in course of business and are incidental to primary function. These functions may be classified as following:

3.2.1 Planning and Scheduling

The planning function of office is concerned with determining what is to done, who is to do it and where it is to be done. Scheduling is concerned with the time at which the events planned are to take place, i.e., both planning and scheduling functions are based upon records

3.2.2        Supervision and Control

Office is also concerned with supervising the work performed in various departments and maintain pace of work in those departments which lack efficiency. This is ensured through control techniques

3.2.3        Coordination of employees

Other function of office is to coordinate the working of other departments by issuing necessary directions from time to time. This increases the overall efficiency of the office.

3.2.4        Personnel Management

The efficiency work depends very much on the employees. Their appointment, training, promotion, appraisal and welfare are the functions of the office.

3.2.5        Purchasing of office equipments

Efficient and economical performance of the office work requires proper furniture, equipments and machines. The office has to arrange for selection and purchasing of these items from reliable suppliers. It has also to ensure timely availability of office furniture, equipments and machines.

3.2.6        Maintain public relations

Maintaining public relation is also the function of the office. This enables the office to have a good reputation and goodwill for its existence and progress. For example; the reception office/counters to greet and receive visitors/customers

NOTE:

The above are some of the important administrative functions of an office. The nature of these functions differs from organisation to organisation as per the needs of particular organisation.

3.3      Importance of an office

The office exists to provide clerical and administrative services needed by all the departments of a business unit. In fact, without an efficient and well organized office, official business activities can not be carried on systematically and efficiently. Professor Dicksee has aptly said that “the office is to a business what the mainspring is to a watch”. The importance of office will become evident from the following:

3.3.1 It Helps in Identification of Business

In undertakings such as bank, insurance companies, etc., office is identified with business. Office enables the investors, customers, public, government, tax authorities, to deal with business undertakings. For enquiries, complaints, etc., people visit only the office but not other departments of the business.

3.3.2 Facilitates Preparation of Records and Report

The formulation of organisation policies to a large extent depends upon the reports and records which reflect the success or failure of the business. Management requires information in the form of reports frequently. Some such reports are prepared weekly and some monthly. It is in the office; such records and reports are prepared and furnished to the management. So, office serves as a store room of all records which serves as the basis for the preparation of reports.

3.3.3 Aids Management in Carrying Out its Functions

It is through office, managerial functions such as planning, organisation, coordination and control are performed. In the words of Leffing Well and Robison “a well organised office makes it possible for management to plan its operation intelligently, to put its plan into effect surely, to follow their progress currently, to determine their effectiveness promptly, to appraise the results without delay, and to coordinate all the activities of the business”.

3.3.4 It Provides Employment Opportunities

With the increase in the size of business, the office work also increases. To cope up with the increased office work, more number of office staff is required. Thus, existence of office department provides gainful employment opportunities to many people.

TOPIC 4: OFFICE MACHINES AND EQUIPMENTS

4.1       Definition of Office Machines

Office machines refer to tools or devices that may be used to simplify various tasks performed in an office. Thus, office machines include anything from a date stamp to a computer used in an office.

4.2 How does machine differs from equipment?

Machines are devices that need a person's attention when operating while equipments are devices that do not need this attention.

Machine is a system or device for doing work, together with its power source and auxiliary equipment. Equipment - are machines or tools necessary to complete a given task.

4.3 Types of common office machines and equipments and their uses.

                    i)       Computer

It is a device used for typing letters, figures and storing information.

                  ii)       Printer

It is a device used to print out digital records/documents in the office

                iii)       Facsimile Machine is a device of transmitting and reproducing letter, figures by means of signals sent over telephone lines

                iv)       Calculating machine (calculators).

It is used to multiply, divide, add and subtract figures as part of the clerical work.

                  v)       Photocopier machine (photocopier)

It is used to produce exact extract copy of the original document.

                vi)       Typewriter

It is used to print letters and figures on the keyboard.

              vii)       Scanner

It is a device used to convert a paper based records to digital records

            viii)       Stapling machine

It is used to pin papers together.

                ix)       Guillotine/trimmer (Paper cutter)

It used to cut a hip of papers or to make even edges of papers.

                  x)       Stapler remover

This is a machine for removing staples (pins) from fast papers.

                xi)       Punching machine

It is an office device used for making a hole on the paper for filing purposes.

              xii)       Shredding machine

This is a machine used for destroying useless papers/records in the office.

            xiii)       Rubber stamps

This is a machine used for stamping various official letters.

            xiv)       Thumb tag or drawing pins.

This is an item used for holding papers in position on a notice board.

              xv)       Treasury tag

It is used for securing papers in a file.

            xvi)       Stamp pad

This is a container used for supplying ink to rubber stamps when making the impression.

          xvii)       Franking machine

It is a device used to print on the envelope the design of postage and date mark. In order to purchase one has to obtain license from the Post Office where payment is made in advance.

4.4 Advantages of office machine

                    i)       It saves labour. This means actual saving on the pay roll or an increased volume of work handled by the existing staff.

                  ii)       It promotes accuracy and improves quality of work. E.g. accounting machine enables the management to be sure of obtaining accurate figures from its books of accounts.

                iii)       It saves time. Machines reduce time spent in accomplishing a task than if it were to be done manually.

                iv)       Machine relieves monotony. Machine operation can be monotonous but many machine applications actually relieve manual boring works.

                  v)       It provides management with more information quickly than previously. E.g. an electronic computer.

                vi)       A machine enhances cooperation between people in the organization.

4.5 Disadvantages of office machines

                    i)       Some machines quickly become out of date (obsolete). It may not be possible for machines purchased for specialized jobs to be adapted when it is necessary to introduce new systems.

                  ii)       Some machines cause noise in the office. E.g. typewriter.

                iii)        Difficulty of obtaining trained and experienced personnel. The absence of an operator can cause an accumulation of works so two operators may have to be employed.

                iv)       Capital outlay and maintenance may be high.

                  v)       If great care is not taken, the machine will become more important than the work it produces.

                vi)       Machines cause unemployment.

              vii)       Machines are mechanical therefore cannot do work requiring great intelligence.

            viii)       Machines may breakdown particularly when electrically controlled which can cause accumulation of works an office

4.6 Factors to consider when choosing or buying an office machine/equipment:

The following factors should be considered when selecting or buying any office machine or equipment:

                    i)       Sufficient funds to meet the cost of buying that machine, maintenance and materials it will use.

                  ii)       Durability of the machine.

                iii)       Availability of spare parts in the nearby markets.

                iv)       The volume of work in an office.

                  v)       Trained staff for operating machine or training will be necessary after buying that machine.

                vi)       Output improvement in terms of quality and quantity.

              vii)       The availability of space for keeping it.

4.7 Principles of operating of office machines.

                    i)       Cover the machine after use.

                  ii)       Clean the machine.

                iii)       Service the machine regularly.

                iv)       Quickly repair it when gets faulty.

                  v)       Oil the machine.

                vi)       Never leave the machine near a hot object/environment/place

              vii)       Inexperienced operator should not operate complex machines

            viii)       Switch off power whenever it is not in use.

TPIC 5: OFFICE STATIONERY

5.1 Definition of Office stationery

Stationery is a general term referring to all materials used in the office. Almost the whole of the work done in an office involves the use of stationary. Stationary items include papers, file cover, envelopes, stencils, pens, clips, ruler, erasers, carbon papers, etc.

Office stationery is essential for doing work. It helps in increasing the efficiency and improving quality of works done. Office should pay attention in purchasing right type of stationery.

The purchase, storage and issues of stationary may be controlled by the Office Manager/Office Supervisor. Therefore, it is necessary to maintain effective control on use of office stationary in the office.

5.2 Stationary Control

The following guidelines can prove useful in ensuring that the stationary in the office is not overstocked or run out of stock:

   i)       The stationary should be bought centrally and in bulk to secure quantity discounts, but overstocking should be avoided

 ii)       The issuing system must be planned properly to eliminate wasteful consumption as far as possible.

iii)       The proper control over the use of stationery must be included in the duties of Office Manager/Office Supervisor.

iv)       The stock must be maintained as little as possible, bearing in mind quantities for economic buying and constant supplies

 v)       The possible re-use of stationary items (like used envelopes, for internal mails) should be encouraged in the office

vi)       The stock levels must be set out to avoid running out of stationary items which are important and are frequently used.

REFERENCES

1.                  Denyer J.C, Office Management 5^th Edition, Publisher ICSA. London

2.                  Jennings L, (1989) Secretarial and General office procedures, Aldeshort, Gower. London

3.                  John Harrison, (1993), Practical Office Procedures, Publisher ICSA. London

4.                  Sharon B, and Nelda S, (2007), Office Procedures for the 21^st Century (Seventh Edition), Publisher ICSA. London

5.                  Therma, J and Foster, (1998). Office Skills: Answer Book, IPS Publisher Co, Melbourne

6.                  URT, President’s Office-Public Service Management, (2007). Registry Procedures Manual,