Administrative Office Management: An Introduction - VNUrepositories.vnu.edu.vn/jspui/bitstream/123456789/36764/1/41.pdf · Administrative Office Management: ... Projects and Activities

Administrative Office Management: An Introduction Fifth Edition

Zane K. Quible

Prentice Hall, Englewood Cliffs, New Jersey 07632

Contents

Preface XV

/ Principles of Administrative Office Management

1 The Managerial Process 1

New Thrust 2 Administrative Office Management Function 3 Career in Administrative Office Management 3 Administrative Office Manager 4 Management Information Systems 8 Evolution of Management Theory 10 Implications for Administrative Office Manager 13 Review Questions I Discussion Questions I Student

Projects and Activities I Minicases I Case

2 The Organizing Process 19

Organizational Principles 20 Organizational Structures 22 Centralization versus Decentralization 28 Organization Chart 30 Informal Organization 31 Implications for Administrative Office Manager 31 Review Questions / Discussion Questions / Student

Projects and Activities / Minicases / Case

3 The Communication Process 37

Elements of Communication Process 38 Flow of Communication 39 Communication Analysis 4 1

V i i

vin c ontents

Smậll-Grơup Communication 42 S H ^ P Ị P P Communication 43 ^ ^ ^ | l b * Ị Communication 43

Barriers to Effective Communication 46 ^ỆPtì^^HÌtM Listening Skills 47

Application of Communication Process 48 Implications for Administrative Office Manager 53 Review Questions I Discussion Questions I Student


II Management of Office Environment

4 Office Site Selection 57

Conducting Feasibility Studv 58 Factors to Consider in Selecting Building Site 58 Use of Comparison Form 60 Making the Decision 62 New Developments in Office Site Location 62 Making the Move 65 Move and Public and Employee Relations 68 Implications for Administrative Office Manager 69 Review Questions I Discussion Questions / Student


5 Office Layout 75

Preliminary Planning Stage 76 Open Plan Concept 84 Future Workstation: Integrated Equipment

and Furniture 88 Principles of Effective Layout 88 Preparing Layout 88 Implications for Administrative Office Manager 90 Review Questions I Discussion Questions I Student

Projects and Activities / Minicases I Case

6 Office Environment

Impact of Office Environment on Employees 101 Healthy Office Environment loi Lighting 102 Color 107 Noise Control 110 Conditioning the Air 112 Music 114 Conservation of Energy in Offices 114 Office Security 116 Implications for Administrative Office Manager 117 Review Questions I Discussion Questions / Student

Projects and Activities Ị Minicascs ị Case

Contents ix Office ỉ quipmenl and 1 umfiure 123

B lmPlicaỊPBilPK9ÌIẠ(Ịặ^ Office Manager 138 ^m^^^cS^^Ê^^^r^^^ Qttfltffons / Student

lữ ^ĩiỉfỊiỆè^^ặ^Office Employees

8 Selecting Office Employees 143

Sources of Potential Office Employees 144 Hiring the Handicapped 147 Selection Process 148 Testing Program 154 Interviewing Process 156 Affirmative Action Program 161 Federal Legislation 162 Making the Decision 164 Monitoring Selection Process 165 Implications for Administrative Office Manager 165 Revieiv Questions / Discussion Questions Ị Student


9 Developing Off ice Employees 171

Orientation 172 Training 174 Principles of Learning 176 Organization, of Learning Experiences 176 Training Techniques 177 Legal Considerations in Training 184 Counseling 184 Implications for Administrative Office Manager 185 Review Questions / Discussion Questions I Student

Projects and Activities ị Minicases I Case

10 Supervising Office Employees 191

Leadership Role 192 Functions of Supervision 194 Characteristics of Effective Supervisors 195 Special Skills of Supervisor 198 Supervisory Training 201 Special Responsibilities of Supervisor 201 Disciplining Subordinates 207 Terminating Employees 208 Implications for Administrative Office Manager 209 Review Questions I Discussion Questions I Student


n Motivating Office Employees 215 Basic Human Traits 216 Motivational Process 218 Theories of Motivation 218 Goal Setting 225 Attttucte of Management 2a|ro Changing Employe* Values 22$ Employee Motivation Techniques and Strategies 227 Do's and Don'ts of Motivation 228 Handling Employee Frustration 228 Implications for Administrative Office Manager 230 Review Questions I Discussion Questions I Student


12 Appra is ing Performance of Off ice Employees 235

Purposes of Performance Appraisal 236 Objectives of Performance Appraisal Programs 236 Characteristics of Performance Appraisal

Programs 237 Establishment of Performance Standards 237 Methods of Performance Appraisal 238 Rating Errors 246 Analysis of Appraisals 248 Appraisal Interviews 248 Employee Promotion 249 Implications for Administrative Office Manager 250 Review Questions I Discussion Questions / Student


13 Analyzing Jobs of Office Employees 255

Nature of Job Analysis 256 Uses of Job Analysis 256 Describing the Job 261 Implications for Administrative Office Manager 265 Review Questions I Discussion Questions I Student


14 Evaluating Jobs of Off ice Employees 271

Job Evaluation Methods 272 Adopting Job Evaluation Method 281 Job Evaluation Committee 282 Implications for Administrative Office Manager 282 Review Questions I Discussion Questions I Student


15 Administering Salaries of Office Employees 287

Salary Administration Program 288 Determining Salary Structure 29 i

Contents xi

Incentive Pay 296 Perfornicince-bascd Pay 298 Legally Required Benefits 29o Fringe Benefits 299 Federal Legislation 304 Implications for Adminis t ra t is Office Manager 306 Review Questio^ỆỄW^^^ị.QiilỆ$tìons / Student

Projects and Activities £Ệậmteãse± . Cam

16 Measuring Output of Office Employees 313

Nature of Work Measurement 314 Work Measurement Program 315 Work Measurement Techniques 316 Performance Leveling 323 Work Standards 324 Implications for Administrative Office Manager 326 Review Questions I Discussion Questions I Student


17 Improving Productivity of Office Employees 331

Productivity Dilemma 332 Productivity Improvement Program 333 Productivity Improvement Techniques 338 Implications for Administrative Office Manager 348 Review Questions I Discussion Questions I Student


18 Unionizing of Office Employees 353

Pros and Cons for Unionizing 354 Union Structure 355 Functioning of Unions 355 Union-Management Cooperation 361 Implications for Administrative Office Manager 362 Review Questions / Discussion Questions I Student

Projects and Activities I Mitĩicases I Case

IV Management of Office Systems

19 Systems Analysis 367

Systems and Procedures Concept 368 Systems and Procedures Staff 370 Designing or Modifying Systems 372 Systems and Procedures Tools 373 Implications for Administrative Office Manage! Review Questions I Discussion Questions / Studet

Projects and Activities / Miĩìicases I Case

ContPiìts

20 Telecommunications

Nature of Teỉecommu nicaiions 390 Telephone Systems 397 Intraorganínational Communication Devices 405 Management of Telecommunications Services 407 Implications for Administrative Office Manage! 407 Review Questions I Discussion Questions /Student


21 Word Processing 413

Evolution of Information Processing 414 Word-Processing Concept Illustrated 415 Determining Need for Word Processing 416 Making the Decision 418 Organizational Structure of Word Processing

Systems 419 Equipment Used in Word Processing 420 Advantages and Disadvantages of Word

Processing 432 Effects of Word Processing on Secretarial

Personnel 433 Administrative Support Concept 434 Desktop Publishing 435 Implications for Administrative Office Manager 435 Review Questions / Discussion Questions I Student


22 Electronic Data Processing 44 1

Computer Generations 442 Classifications of Computers 444 Components of Computer Systems 447 Computer Instructions 466 Distributed Data Processing 469 Managing Computer Problems 470 Implications for Administrative Office Manager 472 Review Questions I Discussion Questions I Student


23 Records Management and Micrographics 477

Records Cycle 478 Organizing Records Management Program 479 Records Management Manual 496 Micrographics 496 Electronic Filing 501 Implications for Administrative Office Manager 504 Review Questions I Discussion Questions I Student

Projects and Activities / Minicases ị Case

24 Office Automation 509 III | | | Conte"fe . xía Feasibility Study 511

Designing and ínsốttin^^si^t Office • Characteristics of EífééÌỊỆfc 'Automated Office

Systems 516 Suggestions for Improving Effectiveness

of Automated ỔỆii tíetttt 516 ?^^^^ppip-i]&ồ%ft àĩid Implementation

of Automated Office Systems 517 Benefits of il^mated Office Systems 518

^)mponen^p| À^tomầted Office Systems 518 Workstation of Future: A Prototype 524 Implications for Administrative Office Manager 525 Review Questions / Discussion Questions I Student


V Management of Office Functions

25 Forms Design and Control 529

Forms Control Program 530 Types of Office Forms 533 Forms Design 535 Professional Forms Services 543 Impact of Technology on Forms Design 543 Implications for Administrative Office Manager 544 Review Questions I Discussion Questions I Student


26 Office Reprographics and Mail Services 549

Organization of Reprographics Center 550 Copying Process 554 Duplication Process 558 Imprinting Process 560 Auxiliary Equipment 560 Mechanical Devices for Transporting Internal

Correspondence 561 Mailroom 563 Implications for Administrative Office Manager 569 Review Questions I Discussion Questions I Student


27 Quality and Quantity Control 573

Process of Control 574 Objectives of Control 574 Advantages of Control 574 Elements of Control 575 Quality Control 576

xiv

Quantity Control 579 Work Scheduling sal Implications for Administrative Office Manager 585 Review Question* I Discussion Questions I Student

Projects and Activities I Mimcases I Case

28 Budgetary and Cost Control 591

Budgeting 592 Zero-Based Budgeting 597 B u d g e t a r j l i p f e l 597 Cost Control ềw ế Implications for Administrative Office Manager 603 Review Questions I Discussion Questions I Student

Projects and Activities I Minicases I Case Index 607

Documents

Administrative Office Management: An Introduction - VNUrepositories.vnu.edu.vn/jspui/bitstream/123456789/36764/1/41.pdf · Administrative Office Management: ... Projects and Activities