OFFICE MANAGEMENTDBA 213

LECTURERHAYFORD ADJEI (MR)

THE OFFICE

The Learning Objectives:After studying this topic, students should be able to:•Define an office and state the specific functions of an

office;•Distinguish between the two types of office layout;•Define centralization and decentralization of office

duties;•Determine the key office personnel and•Discuss the functions performed by office personnel

What is an office?

The Office describe any place set aside for work of a clerical nature by whatever name it may be called. It is convenient to refer to the Office as a collection of departments carrying out clerical work.According to the Office, Shops, and Railways Premises Act, 1963, Section 1 Sub section 2 defined “Office Premises” to mean “a building or part of a building the sole principal use of which is an office for office purposes”. “Office” purposes according to the Act includes “the purposes of administration, clerical work, handling of money and telephone operating”. “Clerical work” includes “writing, book-keeping, sorting papers, filling, typing, duplicating machine, calculation, drawing and editorial preparation of matter for publication”.

SPECIFIC FUNCTIONS OF AN OFFICEReceiving information from both the internal and external source. This may involve sorting, distributing, filing, entering up and posting. The methods which may be used in receiving information include letters, reports, memo forms, etc.Recording information by manual or machine processes (both statistical data and non-statistical information). This includes the keeping of records in certain books and registers, of which are required by law. Eg. That required by the Companies Act, others are kept for purposes of control and reference.

FUNCTIONS CONT.’D

Analysing information this implies the re-arranging of information into a form required by management to act upon. Such preparatory work may be a simple arrangement or listing of figures prior to entry into books for management, indexing, collection of data from different sources, making of reports, statements etc.

FUNCTIONS CONT.’D

Communication. Information analysed is communicated to management or to the outside world. Much of the information imparted by the office is in verbal form. The use of the internal and external telephone system are obvious example.Control and Protection of enterprise, inspecting, checking and auditing. In detail, the office must protect the information it has received and recorded. It must assume responsibility for the security of the firm’s information.

OFFICE PLANNING AND LAYOUTOffice Layout refers to the attempt which is made to determine what space could be allocated for office work and how this space could be effectively utilized so that the best practical arrangement of furniture and equipment can be made for the carrying out of the work of the office. In order words, Office Layout refers to the arrangement of rooms and facilities within office building.

FACTORS DETERMINING A GOOD OFFICE LAYOUT

• People working together or sharing equipment and facilities out to be placed closed together;

• Supervisors and those under their control should be placed in close contact;

• People whose advice or services are required by the section as a whole (eg. Supervisors or typists) should be generally accessible to all.

FACTORS CONT.’D

• Natural light from windows should be used as much as possible. i.e. should not be blocked, and where access to windows is limited, be provided particularly for functions involving drawing, design, planning and ‘close’ work.

• Activities involving the movement of heavy goods or deliveries should be located close to the entrance as possible.

FACTORS CONT.’D

• Senior management offices and conference facilities should be situated where movement and noise is minimal.

• Rest and recreation areas (if any) should be separated from areas where concentrated work is taking place.

• Gangways, fire doors and exists etc., must be provided and kept clear in the interest of safety.

• Citing of machinery and general layout should minimise risks of accident

OTHER FACTORS

Working Conditions to get the best out of every office worker, the environment has to be comfortable and healthy. therefore:

i. Chairs and desks should be arranged in a standard form

ii. Each clerk should have a reasonable working space

iii. The office should be well ventilated and well-litiv. Over-crowding should be avoidedv. The office should be kept clean

OTHER FACTORS TO BE CONSIDERED WHEN PLANNING AN OFFICE

LocationWhen planning to establish an office it is very important to take into consideration the actual place where to site it in the organization•LayoutThis factor talks about the type of the office to be opened either the open office or multi-room office whichever can suit the purpose of the organization.

Factors cont.,d

Provision of VentilationThis is particularly important to give an office worker a total comfort to discharge his routine activities. This happens where there seems to be fresh air to be seen in the office.•Provision of LightingIt is also important for the provision of artificial and natural lighting systems to be seen in the office to avoid shadow of work.

Factors cont.’d

EquipmentThe necessary tools or logistics that is needed to achieve the purpose of establishing the office layout decided should be provided in order to increase the productivity in the office.•Provision of AmenitiesOther services which help to increase the production in the office should also be taken into account such as availability of toilets and clock rooms, transport etc.

IMPORTANCE OF OFFICE LAYOUT

Layout is a very important aspect of office organization because:

a. A properly planned office helps to achieve efficiency in getting work done;

b. The proper utilization of floor space results in economies of being made;

c. Supervision and control is easier;d. Intercommunication becomes easier;e. Better use can be made of office equipment and

machinery;f. Provision of good ventilation and lighting is made possible.

Advantages of a Good Office Layout

A good office layout offers the following advantages

Efficiency in getting work done on timeEconomic in the use of floor spaceEasy to control and supervision of general

office workerProblem-free inter communicationBest use of equipment and machineryKeep the morale of workers highProvide good ventilation and light

OFFICE ENVIRONMENT/SURROUNDING

The surrounding and physical condition of a place of work affects the quality of output and the moral of the staff. The environment of a good office layout should be such a way that the office clerks can work without distraction or mental fatigue and in a good conducive atmosphere for a high productivity.

ELEMENTS OF A GOOD OFFICE ENVIRONMENT

Walls and CeilingsThe office walls and ceilings should be kept clean and if possible should be repainted at regular intervals. The choice of colour is also important such as the green and blue colours tend to give feelings of coolness in an office.

Elements cont.’d

Floor CoveringsThe using of good and convenient carpet in covering the office floor is an important element of a good office environment as it makes the office workers feel comfortable to discharge their duties efficiently.LightingThe artificial light system should be positioned in such a way that it will not bring about any shadow of work. This encourages the smooth flow of work if it is well positioned.

Elements cont.’d

Noise LevelIn a good office environment, the level of noise should be minimized to encourage concentration and avoidance of annoyance and distraction.•Provision for CleaningConsideration must be given to a clean, neat and tidiness of an office as it encourages the efficiency and accuracy in office outputs.•Ventilation, Heating and CoolingA comfortable working environment which is conducive to sustain the office work is very important.

OFFICE FURNITURE AND FURNISHING

Furniture use in an office is a very important one. This should be up-to-date furniture. The office should also be well furnished with required furnishing that may suit a particular office. For office furniture and furnishings to be provided to suit an office work the following must be taken into consideration:

Office furniture and furnishing

CostThough modern office furniture can be very expensive the office furniture should at least be new, if not totally new then partially to reduce the cost of getting the office being established.•ImageFor an office should be more attractive apart from the furniture there should be other decorative images to be used to decorate the furniture or the office. This indeed influences the visitors or clients to feel lively in the office.

Office furniture cont.’d

StatusProvision of furniture and furnishing should be provided accordingly especially in terms of superiority, so that furniture of the executives or superiors should differ from that of the subordinates.•StandardizationIt is presumed that furniture and furnishing should be of the right standard in an office especially in terms of the type of colours and styles of the desks, tables and chairs.

TYPES OF LAYOUT

There are two major ways in which offices can be arranged. These are OPEN and CLOSED OFFICES.OPEN PLAN OFFICEThis is a type of office layout where many employees of the same firm work together in one large room. Thus, in one room are staff of accounting, purchasing, marketing and administration. In order words, it is a type of office where one large room is used and all staff are sited. The open plan office type is a large room where several sections or departments work together instead of separate rooms.

MERITS OF AN OPEN OFFICE

• Supervision is easier with fewer supervisors required;

• Free communication. Communication with staff from other departments is easier since they are all located in one large room.

• There is flexible arrangement of furniture and equipment in the available space.

• There are economies in heating and lighting.

MERITS CONT.’D

• Sharing of equipment such as photocopier, telephone, light etc are easier.

• There is more feeling of team hood than in private offices.

• There is economy in the use of floor-space because of the absence of partitions.

• Workflow is smoother, free of physical barriers, and easier to control.

DEMERITS OF AN OPEN OFFICE

• There is lack of privacy. Confidential information can be leaked out to staff easily.

• There are distractions from noise and movement of staff.

• Loss of managers of the status of a separate office, possibly lowering morale.

• There is tendency for managers to become involved in routine matters.

• Pilfering is more likely.

CLOSED/PARTITION/CUBICLE OFFICE

This consists of small office separated by walls, and linked by corridors. Here a senior member of staff and possibly his confidential secretary are allocated a small office.

MERITS OF CLOSED/PARTITION/CUBICLE OFFICE•There is privacy. Secret and confidential information is more preserved.•Peace and security. No distraction by noise and staff movement.

MERITS CONT.’D

• There is enhanced status of the manager in the use of a separate office.

• Individuals needs and preferences can be satisfied.

• It facilitates more discipline among the whole staff in the office

• Noise distractions are reduced to the barest minimum.

DEMERITS OF CLOSED OFFICE

• Status symbols bring about disaffection among staff.• This layout consumes a lot of space because of the

partitions.• There is difficulty in trying to expand the office, thus it is

said that there is no flexibility in layout when changes are required.

• The closed office renders supervision difficult because the staff are in different offices or rooms.

• It takes longer time to send messages from one office to another.

• Too much privacy tends to allow the staff to get involved in other matters.

CENTRALIZATION

Centralization in general means the emphasis placed on control from the centre as seen in detailed instructions from the head office on what work should be done, how it should be done and when; then requiring frequent and regular reports on it. It can also mean that it is the practice of having all responsibility and authority concentrated in one place so that major decisions are made by the central controlling body.

Office services that can be centralized include typing, duplicating, filing, handling of mails, the switchboard

(telephone) records, staff training stationery etc.

MERITS

• Better administrative control and supervision can be achieved;

• Greater flexibility in the use of staff is possible and job rotation is more easily handled;

• Work can be scheduled (programmed) properly and peak loads can be easily handled

MERITS CONT’D

• Machines can be used more economically;• The cost of services can be kept to a

minimum;• Consistency or uniformity in procedures is

easier to ensure;• Staff absences can be handled more easily

and will have less effect on the work load.

DEMERITS

• Too rigid control from the centre may cause frustration;

• Services may not be flexible enough to meet the special needs of individual departments;

• Delays in work operations may occur because of the physical remoteness of files, other records;

• There occurs loss of personal interest, staff in centralized departments may have little or no interest in the work they are doing for other departments;

DEMERITS CONT’D

• It is unsuitable for confidential work;• There is increased possibility of error as

centralized staff may have little or no understanding of many documents they handle.

DECENTRALIZATION

Another term sometimes used for Decentralization is Departmentalization. Decentralization of office services means the handling of office services by individual departments. It occurs especially when some of the services are very peculiar to the departments concerned. (You can use the merits for centralization as demerits for decentralization and vice versa.

Merits

With this plan of organization, each departmental manager has full and direct control of his phases of the business;

The office staff develops a specialised knowledge of the way things are done in the department;

Relationship among different kinds of employees are more personal and team spirit develops among the workers.

Merits cont.’d

Each departmental office tends to operate as a self-contained unit;

No other department rather than the same office is held responsible for the inefficiency of work;

Documents of confidential nature remain in the department.

Demerits

Running separate office activities for each department can become expensive and taking more spaces;

In a haste to gather all information about a certain customer from various department would be a big job and might overlook an important source of information.

INTERNAL NOISE

Constant loud noise distracts attention and affect the efficiency of office work. A total absence of any noise, however, causes frustration, nervousness and stress. A low background music is therefore sufficient and as suitable noise to improve and increase quality of work and better health of office workers.

Sources of Internal Noise

The ringing of telephones;The noise of office machinery;Conversation;Footsteps;Door slamming etc

Departments Within an Organization

AdministrationThe key executive is the Company Secretary or Administrative Manager. An Office Manager and supervisors are appointed to assist the Company Secretary in large business concerns. Its objective is to co-ordinate all the administrative functions of the business.

Functions and Responsibilities

Main duty is general office administration. Functions include:

Strong link with Managing DirectorAll legal and insurance mattersRegistration and transfer of sharesOffice planning and organizationDealing with filingKeeping of statutory books etc.

Accounts or Finance Department

The key executive being the Chief or Company Accountant. Objectives of the department are Financial control of the company’s assets; calculation of profit and loss, and forecasting budgetary control.

Functions and Responsibilities

Keeping various books of accounts relating to financial affairs of the business;

Preparation of annual accounts presented to shareholders at the AGM

Reporting financial matters to management;Preparation and payment of wages & salaries;Deals with the tax ability of the businessPays creditors and receive money from debtors

Personnel Department

Sometimes called the Staff, Establishment or Human Resource Department. The key executive is the Personnel or HRM. The objective is to maintain good working relations between management and workers.Functions and ResponsibilitiesRecruitment and selection of employees;Education, training and development of staff;

Functions cont.’d

working conditions and general welfare of staff;

Keeping staff records;Regular, periodic assessment of how a

worker is doing his job for promotion purpose;

Resignation and dismissal of staff;Promotions and transfer of staff etc.

Sales or Marketing Department

The Sales Department in some business concerns is sometimes known as them Marketing Department. Marketing is the wider term and will control sales, advertising, warehousing, transport, packaging and market research. In large business organizations, there may be separate departments with each of these above titles.

Functions and Responsibilities

To ascertain what customers want buy, that is, assessing the market;

Seeing if such products or goods can be made or already made;

To let possible purchasers know of the company’s products;

To persuade prospective buyers to buy the company’s products;

Handling sales documents etc

Purchasing Department

It is sometimes known as Procurement Department. It is under the direction of the Purchasing or Procurement Manager. It seeks to purchase and deliver the best of goods at the most favourable terms. It is responsible for the buying of raw materials for the factory, machinery used in the manufacturing of the firm’s products, office stationery or suppliers, equipment etc.

Functions and Responsibilities

Seeks out and keep in touch with the best sources of supply;

Negotiating favourable term with regards to prices;

Checking and certifying on purchase invoices that goods have been received;

Collects requisitions from other departments for the purchasing of their required goods.

Production Department

The chief executive is the Production Manager or sometimes known as Works Manager. The objective is factory planning and control to produce finished goods.

Functions and Responsibilities

Planning of production to see that the right goods are manufactured in the right time;

Planning of production to manufacture goods as cheaply as possible;

Planning of new methods of production;Recommend the purchase or replacement,

and maintenance of factory machines;Keeps the stock of finished goods which

have been manufactured.

OFFICE PERSONNEL

These are the various groups of people or persons who perform the clerical work in the office. They are called the office staff or clerks which some perform a specific functions apart from the usual functions carried out by the general office clerks. These staff includes the following:

THE OFFICE MANAGER

The office manager in an organisation is the head of the general administration department who is responsible for implementing of policies formulated by the management or the board of management to the other sectors in the organization. Controlling and distributing of duties and responsibilities in general administration is also in his hand.

Qualities/Attributes of Office Manager

He should be able to offer effective leadership to his subordinates;

He must be able to communicate with his staff. This makes it possible to the staff to know his intentions and reasons for certain actions he takes.

He should be able to show sound judgements when delegating duties and powers to his staff and then judging their characters.

Qualities/Attributes Cont.’d

He must be capable of maintaining discipline among his staff by setting up good examples with his actions for the subordinates to emulate.

Office manager should be somebody who is forcastive and forward looking.

He should be firm, but fair in decision making. He should not be partial in dealing with matters among his staff.

Duties/Responsibilities of Office ManagerHe plans a suitable organizational

representation for his departments, which should show clearly the duties responsibilities and even authority to workers.

He explains the policies formulated from the top in management to the entire organizational workers.

He takes particular control over the employees as well as their working surroundings.

Duties/Responsibilities Cont.’d

He gives directives for the supply or purchases of the office equipment and materials to the sectors, which requires.

For high productivity in the office he should decide a means of motivation.

He plans the way paper work is to be carried out in the office.

OFFICE SUPERVISOR

The office supervisor is an office personnel who assigns and monitors the duties of subordinates in the office. He is an office worker who should be fair and firm in discharging of duties.

Duties of the Office Supervisor•He assigns work among the team leaders;•He deals with queries and complaints that are launched by his staff.

Office Supervisor

He acts as a liaison between other departments in the organisation to make sure of easy and smooth flow of work.

He introduces new techniques in training staff.

He makes sure there are enough staff available for assigning of duties.

He makes sure that all staff gives he best out of his by proper monitoring.

PRIVATE SECRETARY/PERSONNEL ASSISTANT

Private Secretary is an office worker who is assigned to assist an executive or boss in organization in discharging of his duties effectively. In some organization they refer private secretary to as “Personnel Assistant”. This is non-executive position, because the personnel only assist a particular superior to discharge his duties.

Qualities or Attributes of Private Secretary

APPEARANCEPrivate Secretary should have an equal pleasant appearance as that of an office worker so as to create a good impression by her boss as well as the whole organization on all people who come into contact with her.

Qualities/Attributes Cont.’d

PERSONALITYA pleasing personality is important for private secretary to enable her maintains a good and amicable relations with many people she deals with. This personality should enable her to be cool, calm and collected which can ensure a pleasant, even-temper and self control to enable her.

Qualities Cont.’d

ADAPTABILITYShe should be flexible in her routine activities; these could be any accepted changes that is made in her office should not be very difficult for her to adjust herself to it.•MENTAL AGILITYA good private secretary or personal assistant should be mentally sounded and attentive, this will help her to think clearly and easily in reacting to instructions and other directives.

Qualities Cont.’d

LANGUAGEShe should have a good language of communication. She must be able to speak clearly and fluently. She should be calm and polite indeed in conversation with people.•SENSE OF RESPONSIBILITYShe needs to use a high sense of initiative in handling or going about her routine activities without much supervision and consultations.

DUTIES OF PERSONAL/PRIVATE SECRETARY

1. Making appointments and receiving of visitors: - She must be able to make effective appointments arranged by her boss. Visitors that are to see her boss should be well received and entertained in a very nice polite, and courteous manner.

2. effective communication: - She must know how to communicate to her boss and others she deals with effectively both in oral and written means of communication. Such as the use of telephone, fax machines, writing of good business letters, memos and others.

Duties cont’d

3. Dealing with Incoming and Outgoing Mails:- Letters and other correspondence that are to be received and processed out by the boss, should be handled by the personal assistant for the sake of confidentiality and others.

4. Taking dictation:- She must be able to take dictation in any faster means and to typewrite them accurately whenever she is to be assigned work through dictation.

5. Keeping Petty Cash and Accounts:- She should be able to keep proper records of petty expenses make in the office in terms of day-to-day running of the office.

Duties cont’d

6. Supervising Office Personnel:- In office organization where a private secretary is responsible for other subordinates she must be able to do effective supervision as well as her special duties are concerned.7. Checking and Paying Bills:- She should monitor the bills for utilities used in the office by means of requesting or seeing to early settlements in order not to bring about disconnections which would delay the work. Such bills are the electricity, water, telecommunication etc.

Duties cont’d

8. Preparing Itinerary for her boss:- Private secretary must be able to make effective arrangement for her boss whenever he happens to travel both internal and external by means of booking proper hotel, getting tickets and other materials to be used for a journey.

QUALITIES/ATTRIBUTES OF GENERAL OFFICE WORKER

COURTESYThis is a quality, which speaks for itself especially when describing somebody’s behaviour towards his fellow workers and visitors in general. The office worker should show equal respect to his staff and other people he deals with.PUNCTUALITYThe office worker should have a habit of gettingnto his office early few minutes before the official starting working time. He should get to his office early to prepare himself for the day’s work.

Qualities cont’d

HONESTYThis is also a very important quality, which every office staff should posses especially those who are entrusted or assigned with financial responsibilities etc.NEATNESSAn office worker should be neat. This is notice even in the worker’s dressing as well as his output in the office. The office worker should be decent in dressing.

QUALITIES CONT’D

ACCURACYOffice worker should be accurate in submission of his assigned duties. Every employee should be able to supply his boss with only correct figures or data always.TACTFULNESSHe should be very diplomatic in dealing with people who come into contact with him. Office clerk should not give information to people which he has no authority to give.

Qualities cont’d

ADAPTABILITYHe should be able to adapt himself with and possible change that may come in his office. These are normally seen when workers have to do others job in time of illness etc.HARWORKINGHe should be hardworking in order to increase output in his office.

DUTIES OF OFFICE WORKER/CLERK IN GENERAL

1. Dealing with general postal work including opening of official correspondence and delivery of mail.

2. Handling of telephone should there be a call made to the office and the telephonist is not there and office worker who is available must be able to receive the calls.

3. To be conversant with the addressing machines should there be the need to address correspondence and the mail clerk is not available or very busy.

4. To do general filing and indexing.

Duties cont’d

5. To know how to reproduce documents from the various means of reprography systems such as operating Gestener photocopier etc.

6. Office worker in general should know how to collate stapling of documents.

7. Should stamp, sorts mails and distributes mails to the various quarters of the organization if there is the need.

OFFICE MESSENGER

This office personnel plays an important role in an organization by helping the other workers in delivery of messages, documents, parcels, packages and other items. He is and office staff who should be mobile either by walking on foot, using bicycles, motorbike or even public conveyance for delivery of messages.

DUTIES OF OFFICE MESSENGER1. Going for correspondence at the Post Office.2. Opening and arranging of the incoming

correspondence .3. Delivery the incoming mails to the

appropriate division concerned in the organization.

4. Stamping and sealing of outgoing correspondences.

5. Making sure the office is very tidy by picking up destroyed papers or rubbish on the floor.

SOURCES OF INFORMATION AND REFERENCE BOOKS

As secretary and for that matter an office worker in general should know the origination points of vital or important information that help her in discharging her routine or clerical activities quickly and effectively. The important books that help office worker to make reference in times of uncertainty or doubts about certain words or hints are referred to as reference books; where sources of information refers to the places where vital information are found or confirmed.

REFERENCE BOOKS

Memory Aids – these are the office aid that helps the office workers as well as superior to remind them of their routine schedule activities.Address Books – these are books which are used to store important names, addresses, house numbers, and directions and telephone numbers.Diaries Books – they are used for recording of important matters in the past and future to serve as a full reminder.

REFERENCE BOOKS

Minutes Books – this book keeps and gives accurate records of resolutions of all meetings held. Also it keeps letters, reports, memoranda, and other.ENGLISH REFERENCE BOOKSDictionary – it is a reference book which gives meaning, spelling, pronunciation, and derivations parts of speeches and usage of words in general. These are arranged in alphabetical order.

REFERENCE BOOKS

Encyclopedia – it is a book or a set of books which gives a detail and comprehensive references on a wide range of knowledge usually arranged in A.B.C order ‘alphabetical’ on many arms of knowledge or studies such as economy, science, political, social etc.Modern English Usage – this reference book provides the usage of words and grammar in general.

REFERENCE BOOKS

Roget’s Thesaurus – in this reference book; words are arranged according to their meaning as distinct from the dictionary and encyclopedia where they are arranged in alphabetical order.DIRECTORIESTelephone Directory – in this reference book it contains the names, addresses and telephone numbers of subscribers of individual, business organizations and other institutions which are arranged according to alphabetical order.

REFERENCE BOOKS

Street Directory – it gives the names of streets and responsible occupiers of each house, office, shops and flats. These are arranged under the headings alphabetically. They are published yearly.Medical Directory – this directory gives details about medical practitioners in the country including their names, address and other necessary information.

REFERENCE BOOKS

TRAVEL BOOK AND PLACESAtlas – it is a book of maps published on geographical, statistics and information about the names of countries, population, climatic temperatures, location of industries in the country.ABC Railway Guide – this guide provides information on the times of departure, arrivals of trains and stations.

REFERENCE BOOKS

ABC Shipping Guide – this guide gives information on ships movements, quoting departure, date, time of arrival of ships and their fares from one port to another.Road Guide – it gives details of road maps together with information about mad travel, early crossing days, hotel etc. Also, a brief details about the town.ABC Airway Guide – it is a guide, which gives a complete timetable for regular air services throughout the world. It supplies also details of passengers, fares, cargo rates, airlines ticket offices, and travel agents, international travel.

REFERENCE BOOKS

Post Office Guide – it is published annually by General Post Office, which gives detail information on postal services, telephone. It also gives information on both inland and overseas postal rates, means of savings, remittances and methods of posting different types of correspondence.Tourist Guide – this guide gives information about places of interest, important place in the country, maps, means of transport, hotel available for tourist.

REFERENCE BOOKS

EVENTSThe World Almanac – it is a reference book, which serves as source of information. It gives information on summaries of statistical information on many topics such as banking, economy, education, transport, insurance, advertising, agriculture, politics, population, sports, crime divorce. It is published every yearly

REFERENCE BOOKS

Whitaker Almanacs – it is a comprehensive reference book, which is published yearly in United Kingdom on a large number of topics including,

i. The calendar yearii. Important information on world’s affairs

REFERENCE BOOKS

PEOPLE AND GOVERNMENT ESTABLISHMENTWho-is-who – it contains the biographies of living eminent people both on national and international. This gives data on the date and place of birth parentage, educational background, occupation, marriage, achievements etc.

REFERENCE BOOKS

Who-was-Who – it provides records of the eminent people who are dead. This may be on national and international basis; it gives details like date of death, place of burial, achievements etc.Official Gazette – it is a government periodical with legal notice which provides detail about the governmental authorities including, appointment, promotions, transfer, dismissal from the civil service and board of directors of state owned enterprises.

REFERENCE BOOKS

General Orders - they are the permanent orders given by the government which defines the duties of the military and other government functionaries.Hazard – it gives verbatim report of proceedings in the house of parliament or common, which is published daily.Year Book – it takes a form of diary which is published yearly giving full details of current affairs, sports, diplomatic missions as well as other information of economy, political, social.

REFERENCE BOOKS

White Paper – it is published to give the views, positions on directives of government on issues or matters submitted for their perusal.Official Hand Book – this publication gives a brief history of the country, the governmental ministries, departments, sports, national economy, land and other development in respective location. etc

REFERENCE BOOKS

Financial Institution – it provides details information on the use of the public funds by the governmental agencies.Insurance Year Book – it gives detail information about the number of insurance companies in the country their names, addresses, and place of locatiion.

REFERENCE BOOKS

BUSINESSStock Exchange Year Book – this gives detail information about existing and listed companies on the stock exchange market including names of their various shares, the available securities, investment and the performance of the companies in general.Trade Journals – these provide information both internally and externally on the statistics of volume of work, prices, tonnage of the products and others.

REFERENCE BOOKS

SPECIAL REFERENCE BOOKSLaw List – it gives details of judges, magistrates, in the country, the court registrars, solicitors, juries, barristers etc.Bar List – this gives accurate information about the lawyers who are called to law bar and are presently or currently practicing law, also detail information about the court clerks etc.

REFERENCE BOOKS

Army List – the army list gives details of war offices commands, regiments, battalion offices etc.Bank Review – it provides bank and exchange rates, loans and overdrafts, stock exchange, home and international trade etc.Statistics – this gives accurate records on population of particular country. Social services, public health institutions housing, labour, transport, central and decentralized government etc.

REFERENCE BOOKS

Ready Rekoner – it is a special reference book, which provides quick means of arriving at answers to calculations involving additions, subtractions, divisions, multiplications, discounts and percentages.Prospectus – it provides detail information to the general public about the various categories of their performances and comprehensive history about the company.

REFERENCE BOOKS

OTHER SOURCES OF INFORMATIONLocal government mattersOffice of the country or district councilsMotor TaxationMotor Taxation OfficesNational InsuranceLocal office of department of health Income Tax PAYEThe office of the Inland Revenue

REFERENCE BOOKS

Court ProceduresClerk of Justice or Law CourtsBanking and Foreign CurrencyBanks or other financial institutionsTravelAirport Agency, British Rail, Bus Stations, Airports or Air Terminals etcPost, Telephone etcPost office

REFERENCE BOOKS

Stock and SharesStockbrokers, stock exchange marketsOverseas Tradethe local office of chamber of commerceEmploymentOffices of Youth and Manpower DepartmentsBook, Dailies and MagazinesLocal Reference Library

REFERENCE BOOKS

Translations, InterpretersSchool of Languages, Travel Bureaus, Embassy of concerned, and Travel AgentsGovernment PublicationsGhana Publishing CorporationBirth and DeathRegistrar of Birth and Death

FILING AND INDEXING

IntroductionThe office works mainly consists of paper work and these papers are not only papers rather important and valid records of the organization, care should be taken not to mishandle them which will lead to the loss of them. When documents or valid records get loss they do not only give trouble to the department that is responsible for the records but also cause harm to the entire organization.

FILING

DefinitionThe term filing as used in clerical work is defined as a process of storing or keeping information or records safely so that they can quickly and easily been retrieved when there is the need. The records include incoming letters, price lists, circulars, reports, minutes of meetings, copies of correspondence going out, memoranda of records as a good filing should be done in systematic order so that the records and documents are arranged into appropriate and suitable filing headings to make locating and retrieving of documents easier.

REASONS FOR FILING

Reference – filing is done for future references or purposes;Safety – documents are kept for safe custody;Tidiness – it is also done for tidiness reasons;Easy retrieval – documents and records are kept for it to be produced easier without delay whenever they are required;Security – filing is also done to preserve documents and correspondence in files so tat unauthorized person(s) cannot temper with them;

Reasons Cont.’d

Cleanliness – it is also done to keep the records or correspondence very clean from dust.FEATURES/FACTORS OF A GOOD FILING SYSTEMAccessibility - all records must be readily available as much as practicable. Therefore, it is expected that the filing equipment or tools should be placed in such a way so that retrieving and inserting of documents should be done easily.

Factors/features of a good filing system cont.’d

Simplicity – the system adopted should be easy to understand and to operate so that filing staff and others can be trained quickly in its use.Compactness – equipment and other filing tools should not take too much space particularly as the area provided for paper work is generally limited.

Factors Cont.’d

Economy of operation – the cost of getting and maintaining the filing system adopted should be comparatively cheaper. This involves the cost of getting the filing equipment, the labour cost of paying the filing clerks should be kept at the barest minimum.Suitability – the filing system adopted should be convenient to all sections or departments in the organization.

Features Cont.’d

Safety – documents, correspondence and others should be protected highly against loss, theft, flood, and other office destructive agents;Elasticity – the system adopted should be adaptable to any changes especially should there be the need for expansion it should be done easily.

TYPES OF FILING SYSTEM

IntroductionBasically there are two main types of filing system. These are centralized and decentralizedCentralized filing system – it is a system and a type of filing adopted where all documents and files of an organization are kept, controlled and managed in one room. Under this system all filing works of the organization is done at a particular point in the organization

Merits of Centralized Filing System

-uniformity of filing procedures although two or more different type of filing system might still ought to be used for different type of records;-well-trained staff that can be supervised easily will perform work;-the duplication copies of records are eliminated;

Merits Cont.’d

-greater management control can be executed over all the organization’s records or files;-there is specialization as staff do the same job everyday therefore they become specialized;-it is economical as the cost of getting the filing equipment is not duplicated and also there is economic use of office floor space.

Demerits of Centralized Filing System

-delay may occur when the same folder or record is required by more than one person;-the complex nature of the filing system makes some files get missing unknownwingly by the filing clerks;-insufficient training or lack of specialized knowledge about certain technical matters;-there is much fatigue in the operation, as filing clerks have to walk form one section to another.

Demerits Cont.’d

-difficulty in locating files when the filing clerks absent themselves for a day as they are only trained for that purposes.s

DECENTRALIZED FILING SYSTEM

It is a type of filing system where the filing work in the whole establishment is divided into the number of sections available. In this, every section or department in the enterprise is responsible for its own filing works. This is done for the sake of suitability in the classification of the methods of filing. It is otherwise referred to as a departmental filing system.

Merits of decentralized filing system

-it brings about suitability in the method of filing to the appropriate section or department;-it minimizes the long delay in locating records as compared to the centralized type where the system is congested;-the departmental filing leads to specialization as all the staff has the opportunity to do the filing.

Merits Cont.’d

-it encourages confidentiality because documents in a section are not exposed to other departments;-it reduces the pressure on the office staff simply because the workload is minimized

Demerits of decentralized filing system

-it is very expensive to establish in terms of cost;-there is duplication of tools and equipment thus increases the cost of production;-it makes supervision and control more tedious as the supervisors have to be moving from one place to another;-there is no uniformity in the whole filing procedures or work in the entire organization;-as the filing is not done by specialized staff, it makes secret documents no longer remains secret especially internally.

CLASSIFICATION OF FILING SYSTEM

The classification or scheme of filing system is the way the different types of records are to be arranged and the methods by which the filing clerks must perform the storing and retrieving of records. The classification deals with the system of grouping files for easy identification and location. Systems of classification include the following:

CLASSIFICATION OF FILING SYSTEM

ALPHABETICAL FILINGThis is the process of arranging files alphabetically in drawers. By this process all files beginning with A are grouped together etc.Merits It is a very simple and easily understood method;It is very convenient way of grouping documents by name

MERITS OF ALPHABETICAL FILING

New headings can be added any timeMiscellaneous papers can be filed alphabetically in folders.Demerits the volume of files may exceed the drawer allocation for some of the files as the company grows;Documents may reasonably be filed under different headings and this could lead to difficulty in locating such documents at a later date.

Demerits Cont.’d

Common name files could be highly congested while there could be only a few papers in other foldersNumerical FilingThis is a classification system in which each set of correspondence is given a reference number.

Merits of Numerical Filing

• It gives greater accuracy in filing of documents;

• Unlimited expansion is possible;• Missing or misplaced files can be located

easily through the number on the file;• The alphabetic index is a complete list and

this could be used for other purposes

Demerits of Numerical Filing

• The system is rather difficult to classify in a simple way;

• It calls for a thorough knowledge of the activities of the business in order to avoid wrong filing;

• It must have an index;• Cost of the index and space taken by it may

be high.

GEOGRAPHICAL FILING

This system groups correspondence territorially by countries, states, and towns or by streets depending on the size and nature of the business.MeritsThe system is simple and direct filing can be done;Reference is quite easy if the location is known;

Merits Cont.’d

• It is useful for statistical purpose• The method can conveniently be combined

with alphabetical or numerical schemeDemerits• The filing clerks must have a detailed

knowledge in geography • Geographical location must be known• An address must be known before an

individual’s correspondence can be traced

SUBJECT FILING

This is the process of filing documents according to the subject dealt with. This becomes important if the subject matter of the business becomes important in storing documents.Merits•It provides a simple and suitable form of reference when the subject is known;•The system has unlimited possibilities of expansion

Merits of Subject Filing Cont.’d

• All related documents can be brought into one file

• Easy in making reference when the subject matter is known

Demerits• Only experience clerks will be able to operate• Filing becomes slower as each letter has to be

carefully studied and understood for the subject to be decided

• There is lack of suitability in terms of miscellaneous documents

CHRONOLOGICAL FILING

Under this method of filing, documents are filed strictly according to date. It is usual to file the most recent papers in front of the file.Merits•It is useful if the date is known•This is the simplest and quickest way to file papers without removing earlier correspondence;•When all correspondence is kept in strict chronological order (date order)

Demerits of Chronological Filing

• It is not always suitable;• Incoming letters might become separated

from outgoing ones;• It is expensive, as there is the need to open

new files almost every date;• Records are mis-filed if the dates are

wrongly quoted

METHODS OF FILING

These show how records or folders are placed in filing equipment adopted or used, such as the cabinets, drawers, shelves desks etc.These methods are vertical, horizontal, suspension and lateral filings.Vertical filing systemIn this system the papers are placed into files vertically upright position. Under this files are effectively displayed with title strips on top edges, which makes paper be placed in or taken out of the folders without the folders having to be removed from the filing cabinets.

Horizontal /flat system

In this system of filing method the files or folders are placed on top of one another in filing tools used i.e. cabinets, drawers, shelves etc.Suspend systemIn this folders or pockets may be suspended vertically in the mental rods fitted inside the cabinets. The actual correspondence is filed not directly into the suspended pockets but rather through the inner folders

METHODS CONT.’D

Lateral systemThis is where the cabinet is upright and made in various heights. The folders containing the various documents are filed along the shelves of the cabinets inside by side way.

GENERAL RULES FOR ALPHABETICAL FILING ARRANGEMENT

Documents should be arranged according to the first letter of the name or surname eg. Quarshie John, Napoleon, Sey Eric JohnWhen the first letter of the name is the same the second letter(s) are used to determine the alphabetical eg. Djokoto Anthony, Dzotsie PeterWhen surnames are the same, file according to the initials, e.g., Djokoto G.K., Djokoto K.K.

GENERAL RULES

“Nothing” comes before “something”. A surname with no initials comes before surname with initials. But a surname with an initial comes before, a surname with first or Christian name e.g Dadzie, Dadzie A. Larnor, Larnor H.PNames with prefix come first as part of the surnames before other names such as De Richardson, De Graft Johnson etc

GENERAL RULES CONT.’D

File names consisting of initials before words. The initial comes before the names, if all names bear initials e.g A.B. Fisheries, E.K. Farms, G.B.K Technology, J.J. VenturesGovernment departments and sectors are filed under the respective headings e.g Agriculture, Economy, Defense, Manpower etcNumbers in figures should be treated as if they are spelt in words e.g 4 Steps=four steps, 6 disciples=six disciples, 2 brothers=two brothers

GENERAL RULES

When the word “the” is the first word of the name it is either omitted or placed at end e.g The Star Hotel, = Star Hotel, The Trust Tower = Trust Tower

FILING EQUIPMENT

Filing Cabinet – this is made up of wood or steel metal depending on the need of the business with drawers in which files could be arranged. This equipment is used to keep active or important documents.Box file – it is made of hard woods and boards, which are always, closed as opened with keys. Documents used to be filed under this are always of less important.

FILING EQUIPMENT CONT.’D

Desk File – this a drawer built into the writing desk of an executive in which every confidential or very important documents are stored.Shelf File – this filing is done where all documents are displayed in a shelf. Eg. Library where the books are arranged in the shelves.

FILING EQUIPMENT CONT.’D

Filing Tray – it is used as equipment for keeping all documents or records which need to be sorted before the actual systematic arrangement.Loose-leaf book – it is commonly and frequently used in keeping filing cards, statements of account, notices, minutes, reports etc. This is usually under lock to prevent essential documents from unauthorized persons or getting loss.

FILING TERMINOLOGIES

Active files – these are documents or records, which are current or are used often and often.Dead files – they are the inactive documents or records. They are inactive or dead because they are not required or frequently used, day-in, day-out in the organization but rather only kept or retained for certain period of time for the purpose of record management.

FILING TERMINOLOGIES

Sorting – it is the method of arranging the document or files in the correct order required. This is done after records were filed in the systematic order.Miscellaneous file – it is a folder that keeps less important letters. This happens when a number of correspondences cannot be given individual files.

FILING TERMINOLOGIES CONT.’D

Float Folder – it is a file that keeps the third copy of letters or triplicate of documents in the filing section.Glossary – it is alphabetical arrangement of list of words and their meanings usually at the end of a book

RECORDS RETENTION

In the filing system the record retention simply refers to the keeping of records up-to-date or appropriate period expected or required of them. All records cannot be retained or kept forever because they would cover floor space available for the filing. Records, which become inactive or dead, must be removed from the system in the filing equipment or transferred elsewhere for storage.

INDEXING

It is a process of giving a brief heading or titles to documents, which indicates or shows precisely where they can be retrieved in the folders. This is in otherwise defined as “an aid to speedy location of records or information relating to a certain person or organization”.FORMS OF INDEXESBook index, strip index, visible card index, wheel index, loose/vertical card index and vowel indexes.

MICROFILMING

It is also a means of keeping documents or records, which involves the photographic reductions of records to a fraction of their normal sizes. This is done to reduce space developed or devoted to filing of older records particularly those, which have to be retained by law or are likely to be required too very often. Documents or records, which are microfilmed, are then retained and filed as ‘negatives’ and the original documents and other records, are destroyed to give space.

ADVANTAGES OF MICROFILMING

• It saves much space as about 99% and over of the office space is saved;

• Documents are more protected from the destructive office elements as films are more durable than the papers;

• Retrieving of records becomes speedier as films are stored in frame;

• It encourages high confidentiality as with the keeping of only negative the original paper can be destroyed.

ADVANTAGES CONT.’D

• It provides quick and accurate;• There is tidiness and cleanliness in this

filing system with the storing of films

DISADVANTAGES OF MICROFILMING

• The equipment is very expensive to acquire;• When there is a break down of the machine or failure of

power the whole filing activities come to a halt or an end, which leads to unbearable delay;

• The cost of maintaining and training the operator is not economical as only an expert can operate these machines;

• Least mistake or faultiness of the machine will lead to blurriness and inaccuracy in the production;

• There is greater delay in locating of one particular film, as the whole firm has to be viewed by a reader or viewer.

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I WISH YOU ALL THE BEST FOR YOUR IMPENDING SEMESTER EXAMS