SECTION I OFFICE ORIENTATION

Objective: Describe the role and functions of the office in business activities

The office is the center or nucleus of any organization

An organization is any undertaking owned and operated by one or more persons working as a
unit to achieve the goals and objectives as lay down by the mission and vision statements of the
company

A business organization however is an undertaking that is operated with the main purposes of
making a profit and achieving its goals and objectives

Role and functions of the office in keeping with its mission (commitment), vision (the
means/the how) and goals (measurable objectives)

An organization is engaged in three business activities namely:

 Production of goods and services

 Distribution of goods and services
 Exchange of goods and services

The term goods is used for material things or tangible items such as vehicles, equipment, food
stuff etc

The term services is used to describe non-material things or non-tangible items such as dental
services, teaching, etc

The role of the office in business activities is to provide the necessary office services for the
various departments that are involved in the production, distribution and exchange of goods and
services

1) Productivity – is the ratio of goods and services produced in relation to the inputs used
such as money, manpower, machinery and resources.
Production is the term used for the conversion of raw materials into goods and services

The role of the office in relation to the production of goods and services

 To raise the necessary capital in order to purchase equipment and materials and deal with
the necessary payments.
 To hire and pay personnel
 Ensuring goods are produced at an acceptable quality standard.

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 2) Distribution and exchange of goods and services – distribution is the term used for
getting goods and services to consumers. This will involve assembling, packing, labeling,
checking and moving goods to customers by the best possible means.

CHANNELS OF DISTRIBUTION

The following are channels of distribution that can be used by producers or manufacturers of
goods and services to get their goods to the consumer. The producer can be his or her own
distributor.

Producer/
Agent
Manufactu Wholesaler Retailer Consumer
Distributer
rer

The role of the office in relation to the distribution of goods and services

 To engage sufficient members of staff to prepare documents relating to distribution such

as advice notes, delivery schedules destination sheets
 Transporting the finished product

Exchange – is the term used for the delivery of one thing for another thing in return, e.g.
trading goods or services for money

The role of the office in relation to the exchange of goods and services

 to engage staff to convince the public to purchase its goods and services
 preparing sales slip
 writing cheques
 preparing receipts
 making ledger entries

3) Collection, processing and preservation of data (manual and electronic)

 Collecting data - is very important for the organization because it aids in planning,
organizing and it helps in the smooth running of the business in order to meet customers’
demands
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  Processing data (manually or electronically) – data is raw facts as such it must be
process into information so that managers and supervisors can use t to aid in decision
making

 Preserving information – involves storing documents in a safe place so that they can be
used for future reference of quick retrieval by authorized personnel when required

4) Disseminating information – this involves passing on information to relevant

individuals both inside and outside of the organization. Information is disseminated or
passed on by e-mails, letters, meetings, internet, and telephones.

5) Organizational management and legal control – these are concerned with the smooth
running of an organization in order to achieve its goal. This involves making business
decisions such as how to raise capital for expansion, what strategy to use to increase
profits and how to ensure that goals are achieved in an effective and timely manner

Ways in which an organization fulfils its legal obligations

 Keeping certain kinds of records for a specific time
 Observing the regulations governing the organization
 Honoring its responsibility to the government, owners, employees and the public
 Maintaining standards by monitoring the quality of products
 Recognizing the rights of consumers by exchanging goods or providing refunds
for goods returned or repairing items that become defective before the expiry of
the warranty period

6) Answering the telephone

7) Typing
8) Filing documents for future reference
9) Word processing

Organization of office structure and activities

Objective: Describe how office structure and activity may be organized according to the
size and nature of a business

Business organization differs from one another through ownership, method of control, source of
capital, liability for debts and accountability. The organization of office structure and activities
depends on the size and nature of a business.

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Size of a business

Factors that determine the size of a business are:

 Ownership
 Capital invested
 Rate of turnover
 Space available
 Location

An increased in the sized of a business clientele and its effect on size, layout, and furniture,
as they relate to the comfort, health and safety:

Size

Lack of space/ work stations to work comfortably and safely

Poor ventilation
Lack of easy access to amenities or supplies
Increased likelihood of injuries/accidents

Layout

Lack of space for proper arrangement of furniture so as not to block doors or exits
Cluttered aisles and walkways
Lack of space for adequate seating
Inadequate lighting or room for re-arrangement/change

Furniture

Limited access to furniture that are used regularly

Inadequate supply of furniture to meet needs of the staff
Inflexibility in the arrangement of office furniture
Varying sizes of chairs/tables and other furniture may not be accomodated

Size and nature of a business will impact:

 The multiplicity of positions on staff – the size and nature of a business will determine
the number of persons running it. The positions of staff will include administrative
assistants, cashiers, cleaners, accountants, clerks, receptionists, drivers, nurses etc

 Types and patterns of relationships – this has to do with the layout of the organization,
its organization structure. The structure that an organization develops helps in
establishing the official placement of personnel within the firm according to lines of
authority. It will show duties and responsibilities, inter-relationships and chain of
command of staff members.
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  An organization charts – is a diagram showing the relationships and ranks among
personnel and departments in the structure of a business.

Organizational charts are used to obtain information relating to the:

- Size of the organization and the number of departments
- The person in charge of the organization
- Type of organization
- Chain of command
- Span of control
- Head of each department
- Channels of communication

Levels of staff – managers, supervisors, administrative assistant, assistant, staff/coworkers,

subordinate

 Nature of duties and responsibilities – duties are the mandatory things a person is
assigned to do as his or her job according to his or her position or obligation to work.
Responsibilities – are things a person is required to do to accomplish his or her
duties or moral obligations. Duties and responsibilities are clearly stated in the
job description of the individual
 Deployment of employees – this involves placing employees in positions appropriate to
their knowledge, skills, training and experience for the benefit of the organization
Reason for deployment include:
The size of the business does not allow for the business to employ
specialist staff and some workers will have to be responsible for several
task
The employee would be able to utilize his or her skills efficiently
The organization benefits as employees are placed in the part of the
organization where they work best leading to increase productivity.

 Extent of computer hardware or software usage – the use of technology and even
more so computer software depends on the size and nature of a business, computer
software is used to prepare correspondence, tables, forms and presentation of documents.
The more complex the business, the more types of software used

 Decisions regarding centralization and decentralization of office activities – office

activities consist of the following; communication, mail, records and information
management, calculations, finance, forecasting and reports, planning and control which

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 involves checking, supervising and reporting on routine procedures and financial
activities.

Centralization and decentralization

Objective: Identify the advantages and disadvantages of centralized and decentralized

services in an organization

Centralization – is the situation where each type of office services that are needed to support the
organization and all departments are located in one place. Examples include: photocopying,
printing, reprographics, word processing, data-processing, filing and archiving

Advantages of centralization

 More economical use is made of staff, space, supplies and equipment

 More expensive equipment can be bought
 A variety of best equipment can be used more efficiently
 Noisy machinery are located in one place
 Better control of records and stationery
 Unnecessary duplication of documents can be avoided

Disadvantages of centralization

 There are delays in getting work done and in borrowing files because of certain
procedures
 Close interaction with executives and other staff is reduced
 There is an impersonal atmosphere
 Routine work can lead to frustration an lack of motivation
 Specialist staff may not have the knowledge and experience in the technical aspect of
every department and this can also cause delay

Decentralization – is the situation where staff of each department performs their own office
services within the department itself. Examples filing, reprographics, equipment

Advantages of decentralization

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  If there is a query there will be no delay or cross referencing because all documents are
kept in the department
 documents containing confidential information are more easily kept confidential
 time is not wasted to go visit the centralized department
 staff members may have the opportunity to learn a variety of skills

Disadvantages of decentralization

 underutilization of a variety of equipment

 duplication of records which utilizes time and resources
 noise made by machines can be difficult to isolate and this can irritate or disturb other
employees in the department
 It is difficult to have effective control of records, documents and supplies
 one person may have several tasks to perform and there can be no scope for upward
mobility

Types of office layout

Objective: Compare different types of office layouts

Organizations have different office layouts to facilitate various office activities depending on the
size and nature of the business.

Office layout – is the term used for physical setting of an office – how the office furniture and
equipment are arranged for people to work.

There are three types of office layouts:

1) Enclosed, private or cellular office – this is the traditional office with a professional
environment in a small room with work stations for one person or a few persons who
share the room.

 An enclosed office can be defined as one that sits one or two persons. It will have
artificial lighting and a door or doors allowing easy access or privacy.

Advantages of enclosed offices

 Privacy allowing for quietness and concentration

 It is suitable for top level officials because of the privacy it provides
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  Privacy allows for greater productivity because of less disturbances and distractions
 It provides better work environment especially for confidential matters
 It provide a more secure place for people’s things and confidential materials

Disadvantages of enclosed offices

 Hard to supervisor workers in these offices

 May lead to lower productivity
 It costs more than an open-plan office in terms of material and floor space per person
 The overall overhead expenses – including lighting and air conditioning - are higher
 Little flexibility in the arrangement of office furniture
 In case of personal emergency, staff may be at risk – help may not be immediately
available

2) Open –plan office – is one where there is one big integrated office – it can accommodate
any number of employees from 10 to 200, or even more

Advantages of open-plan office

 It can accommodate a greater number of staff

 Supervision is easier
 It provides more flexibility for the arrangement of work stations and equipment
 The overall overhead expenses – including lighting and air conditioning – are cheaper
 The movement of documents from one section to another is easier and faster
 It encourages interaction of personnel

Disadvantages of an open-plan office

 It is not suitable for discussion of confidential matters

 Gossip and grapevine communication develop
 The level of noise from one section may bother staff members of another section
 Overcrowding can occur if workstations are placed to close together
 It creates an impersonal atmosphere
 Encourages idle chatter

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 3) Virtual office – anywhere off-site, such as a room at home or in a hotel, where office
staff members can use technology to perform their job or any online means to
communicate such as the internet and instant messaging.

Advantages of a virtual office

 Less time is wasted on commuting – less traffic

 Reduce/ eliminate rent cost
 Fewer overheads
 Minimal staff
 Wider target market
 Can work from home
 Open all day24/7
 Less travel
 There is greater employee productivity
 A decrease in absenteeism results
 Works hours can be flexible

Disadvantages of a virtual office

 Real-time communication depends on technology working correctly

 Greater discipline is required
 There is no team spirit
 Opportunities for mentoring are absent
 It is suitable only for senior personnel
 The interaction that is required by certain types of activities is not possible
 Reduced productivity can result from distractions and no one overseeing the employee
 The employee can miss updates in a company

Resources to consider in setting up a virtual office

 Trained staff
 Equipment – notebook, computer
 Internet access / e-mail / websites

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  Tracking devices
 Cell/mobile phone
 Fax machines
 Copier/ printer

Environmentally friendly practices that can be implemented in the office

 Use energy saving light bulbs

 Only print documents and e-mails when necessary
 Use double-sided printing
 Recycle paper, envelopes
 Turn off lights
 Turn off air conditioning units
 Encourage e-filing

Ergonomics of the office

The set-up of the modern office environment, equipment and furniture should fit the person who
uses them and the job they do.

Ergonomics or office ergonomics

Ergonomics is basically the changing of the environment to suit people rather than people
adapting to the environment. It is the science of fitting jobs to people, or adapting working space
and conditions to suit the worker.

It is concerned with designing and arranging the work environment – office layouts and sizes,
workstations, equipment and systems, lighting, ventilation and temperature – to create a safe and
comfortable place for those who use them, so that they can be productive without their health
and safety being at risk.

Ergonomics includes the design of office layouts, the lighting and air-conditioning, the design of
furniture and the positioning of computer monitor, posture, adjustments of chairs and ensuring
suitable air quality.

Advantages of using ergonomics

 The environment is made safe and comfortable

 Productivity is maximized
 There is more interaction with the environment

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  Quality of life is improved
 Stress levels are reduced

Disadvantages of using ergonomics

 The working environment has to be changed all the time

 It is costly to change the design of the environment to suit people’s needs
 The study of ergonomics takes time and money to obtain scientific information to be used
to improve working conditions.

Objective: Examine the ergonomics of the office as it relates to comfort, health and safety
issues

Ergonomics as it relates to comfort, health and safety:

a) Layout and size – the layout and size of an office can improve productivity if everything
is planned well to maximize office space and improve the health, safety and comfort of
workers. The layout must be designed to suit the persons using the office.

b) Furniture and equipment – ergonomically designed office furniture ensures maximum

support, comfort and good body alignment with no stress injuries all day long. The design
of safe and comfortable equipment ensures user health and comfort. The posture,
furniture, equipment and environment of the worker should be included in an
ergonomically designed office space.

c) Seating, temperature, lighting, ventilation – lighting, temperature, humidity and

ventilation are major factors of comfort in the workplace. If the conditions are not
satisfactory, they can be harmful to health.

The lighting must be adequate to enable people to see where they are going and to work
without suffering eye strain. A reasonable level of temperature and humidity should be
maintained in offices to ensure comfort. All enclosed places must be sufficiently
ventilated with a reliable source of adequate fresh or purified air.

d) Related injuries – injuries can occur as a result of faulty posture, the layout and design
of furniture and equipment or poor lighting and ventilation and humidity.

Physical objects that can contribute to ergonomics in the office include:

Anti-glare screen for computer

Comfortable office chairs that can be adjusted and allowed for easy movement
Appropriate light bulbs

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 Air condition unit
Fan
Comfortable desk

Ways in which an ergonomically sound office environment can contribute to increased

productivity include:

Equipment is comfortable in height and quality

Furniture is well laid out reducing obstructions
Lighting is adequate to enhance work
Ventilation is suited to maintaining good health

Arrangement of the above reduces strain and injury to workers and loss of man hours.

Types and purpose of equipment used in general and specialized office work

Objective: Describe the contribution of various types of equipment to office efficiency

Office equipment is used so that the work in the office can be performed more easily, quickly
and efficiently. There are several types of office equipment, from simple to complex and from
single-purpose to multi-purpose, for general and for specialized office work.

Ways in which office equipment contributes to efficiency in a business

 Speeds up the processing and presentation of documents and forms – e.g. computers
 Improves the presentation of work quality – e.g. word processors
 Performs several functions which saves time – e.g. calculating machines, inserting and
mailing machines
 Reduces copying work and movement of documents – e.g. facsimile machines and
computers
 Stores information for safe keeping and for future references – e.g. filing cabinets and
computers

Common items of office equipment

 Guillotine – a device with a long blade for cutting or trimming paper to require size
 Shredder - a piece of equipment used for destroying documents by cutting the pages
into narrow pieces either vertically or horizontally

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  Photocopier – a piece of office equipment that can produce copies of documents on
paper or transparencies either in black and white or in colored

Reasons it is not wise to use a photocopying machine to make 500 copies of a programme
include:

Can be very expensive if print is done in color

Not suitable for large volume copying
Photocopiers at school may not be sophisticated enough to reproduce quality/professional
programme for graduation
Other equipment such as the computer/risograph would be more suitable to reproduce
that quality programme
 Computer – a piece of electronic equipment that is capable of accepting instructions
and raw data
 Risograph – a multi-functional piece of equipment used for scanning documents and
high volume photocopying of images with precision and high speed printing.
 Printer – office equipment that produces hard copies of documents stored on
computer.
 Scanner – a piece of equipment used to capture images of data for conversion into
electronic files
 Digital camera – a piece of equipment used to capture digital images
 Overhead projector – a display system for presentation of images from
transparencies onto an overhead screen.
 Multimedia projector – a piece of equipment that displays data and or video images
 Laminator – a machine that covers or overlays documents, IDs, drivers, permits,
credit and debit cards with a thin sheet of film or polymer or a pouch
 Binding machine – a piece of equipment that assembles and attaches sheets of paper
together.
 Labeling machine – use to make labels to put on various items such as products,
name tags and discs

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 Skills, attitudes and attributes of office personnel

Objective: Propose desirable skills, attitudes and attributes of office personnel.

Skills

A skill is the ability acquired to do something well and expertly with your body or with
tools/equipment as a result of training, practice or experience

 Literacy - Computer literacy and the proficiency in the use of

productivity tools
 Numeracy - Effective communication
 Time management - Analytical problem solving
 Records management -Good records relations

Computer literacy – knowledge and ability to use computers and related technology efficiently

Productivity tools – are software programs designed to make computer users more productive
as they work

Ways in which the following skills can contribute to efficiency in the organization

Literacy – produce documents with little or no errors, read and understand instructions

Word processing – efficient typing and preparing of documents, quick and easy retrieval of
information from the computer

Time management – being able to manage and prioritize task so that work is done on time,
being effective in managing tasks to be carried, recognizing how time can be wasted and putting
measures in place to avoid it, being able to complete work that needs to be done quickly and
efficiently.

Problem-solving – being able to analyze and solve problems quickly, problem solving
contributes to efficiency in the organization as less time is wasted having to deal with issues

Attitude

Attitude is a person’s feeling or reactions towards a situation or another person

 Team spirit - Group dynamics

 Cooperation - Tolerance
 Appreciation of diversity - Safety consciousness
 Environmental awareness - Social responsibility

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Ways in which social responsibility may be displayed in the work place

Encourage recycling
Sponsor a fundraiser
Get involved in community service
Volunteer
Practice ethical labor
Promoting equality diversity
Treating employees with respect
Ensuring business decisions are ethical
Providing scholarships to workers and their family members
Being environmentally friendly

Ways of showing tolerance and appreciation for diversity within the workplace

Respect for each other

Participate where possible in various cultural or social activities and celebrations
Be tolerant to differences in class, gender, race, religion, political, sexual orientation
Allow everyone to contribute ideas on improving the organization
Use language that fosters trust
Invite resources persons form various backgrounds to make presentations
Organize activities in which all members of staff can participate or contribute

Attributes

An attribute is a quality or characteristic of a person or thing

 Regularity - Punctuality
 Positive work ethics -Integrity
 Honesty -Confidentiality
 Willingness -Deportment
 Self-esteem -Confidence

Negative attitude and attributes effects on the company

 They tarnish the good reputation of the company

 They negatively affect productivity resulting in a loss of profit
 Time is lost in dealing with problems
 Customers and business opportunities are lost
 Labor turnover is high

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Positive attitude and attributes benefit s to the company

 A good image of the company is projected and maintained

 Loyalty to the company is common
 Productivity is increased
 The incidence of absenteeism is low

Negative attitude and attributes and its effect on the employee

 Stress is produced
 Performance is poor resulting in a poor job rating
 Absenteeism is common
 The lack of motivation results in reduced chances of promotion

Positive attitude and attributes and how they benefit the employee

 There is a high morale among employees

 Job satisfaction is achieved
 Performance is usually better
 There is greater opportunity for promotion
 Opportunities to be sent on training courses result

Good human relationships in business

Objective: Asses the value of good human relationships to office efficiency

Human relations or interpersonal relationship is the relationship that exists among people
or workers within the work place and also with customers.

There must be good human relationships at the organizational, departmental and personal
levels in order to achieve the goals of the organization.

Value of good human relationships to office efficiency

 Increased productivity is the norm because staff members are motivated

 Low labor turnover exists as a result of satisfied staff members remaining in their post
longer
 There is a low incidence of absenteeism because workers are committed to their jobs

Factors that contribute to good human relationships

 Interest in the job

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  Willingness to assist others
 Willingness to cooperate with others
 Loyalty, honesty and dependability
 Care and consideration
 Courtesy and poise
 Respect

Measures that could be taken to contribute to better working relationships among

colleagues:

Have team building exercise

Have social gathering at work that includes everyone
Encourage workers to assist others where necessary
Cooperate and respect each other’s opinion etc.

Importance of good relationships

Good relationships with supervisors are important to maintain:

 Better working environment

 Good morale among employees
 Greater productivity
 Job satisfaction
 Low incidence of absenteeism

Good relationships with colleagues are important to promote:

 Loyalty
 Self-esteem
 Reduced stress at work
 Motivation
 A sense of belonging
 Sharing of ideas for handling of problems

Good relationships with customers are important to maintain:

 Good image of the firm

 Customer satisfaction
 Customer loyalty
 Increased sales – more business for the firm

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Actions that can be taken to improve relationship when a worker has difficult relating to
supervisors, customers and colleagues

Take a self-esteem building course

Get involved in activities on the job
Ask for assistance from others when needed
Take a customer service course how to deal with customers

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