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SSC351 Study Guide

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SSC351--Improving Office Productivity Through TQM
SSC351--Work Measurement and Work Standards
SSC351--Managing Human Resources
SSC351--Communicating in the Office
SSC351--Administrative Office System
SSC351--Appraising The Office Worker's Performance
SSC351 Study Guide

There are 4 study guides altogether.  These are published below in reverse order.  Refer to Study Guide 1 when preparing for Quiz 1, Study Guide 2 for Quiz 2, Study Guide 3 for Quiz 3, and Study Guide 4 for Quiz 4.  Use all the study guides when preparing for end-of-semester test and final examination.

SSC351--Study Guide 4 (Covering Topics 9.0, 10.0, and 11.0)

  1. Appraising and Promoting Office Personnel
    1. Appraising Office Workers Performance
      1. Objective
      2. Frequency of performance appraisal; and who should appraise employees.
      3. Uses of the information obtained from performance appraisal
    2. Promoting Office Workers
      1. What is promotion?
      2. Promotional criteria
      3. Publisizing job vacancies
      4. Identifying employee promotion potential
      5. Factors considered in promotion decisions.
  2. Analyzing Office Jobs
    1. The nature of job analysis
    2. Uses of job analysis
    3. Means of gathering job information
      1. Job description
      2. Job specification
    4. Uses of job descriptions and job specifications.
    5. Implications for Administrative Office Manager
  3. Measuring Office Productivity
    1. Work measurement and work standards
      1. Objectives and benefits of work measurement
      2. Objectives and benefits of work standards quality and quantity standards.
      3. Difficulties in applying work measurement in the office. Implications for AOM.
      4. Office operations that can be measured.
    2. Improving Office Productivity through TQM
      1. Definition of TQM
      2. Strategies of TQM
        1. Continuous improvement
        2. Benchmarking
        3. Downsizing
        4. Reengineering
        5. Quality circles
        6. Outsourcing
SSC351--STUDY GUIDE 3 (Covering Topics 6.0. 7.0, and 8.0)
6.1  Management of Office Environment
  • Elements
  • Smart office
  • Green office

6.2  Impact of the office enviornment on employees

6.3  The healthy office environment

  • The sick-building syndrome
  • Concerns

6.4  Ergonomic factors required to achieve an effective office ambience

  • Lighting (types, task/ambient, kinds)
  • Colour
  • Noise control
  • Conditioning the air (temperature, humidity, circulation, cleanliness of air)
  • Music
  • Conservation of energy (techniques for conserving energy in the lighting system and other conservation measures)
  • Office security.


7.1  Steps in the recuritment process

  • Personnel requisition or employee requisition.
  • Job specifications.
  • Job description.
  • Sources of potential office workers.
  • Outsourcing.

7.2  Selecting Office Workers

  • application blank/form.
  • interviewing (direct, indirect, and patterned interview; record of interview)
  • checking references and letters of recommendation.
  • Preemployment testing (types of tests and purposes)

7.3  Implications for the Administrative Office Manager.

7.4  Orienting the office staff.

  • purpose of orientation.
  • implementing the orientation programme - orientation checklist, main contents of an orientation programme, employee handbook/orientation kit, sponsor system or buddy system.


8.1  Training

  • Definition of training
  • Objectives of office training
  • Outcomes of effective office training

8.2  Entry-level training

  • instructional staff
  • person(s) conducting the training program
  • training methods and techniques.
    • Factors considered when selecting appropriate technique (refer to Figure 8-2 page 159 (Quible).
    • Information distribution
      • Lecture method
      • Programmed instruction*
      • Motion pictures and slide presentation
      • Distance learning*
    • Simulation techniques (vestibule training)
      • Computer-assisted instruction*
      • video training
      • interactive video training*
    • On-the job techniques
      • on-the-job coaching*
      • Job rotation*

                              * important. 


SSC351--STUDY GUIDE 2 (Covering Topics 3.0, 4.0, and 5.0).


3.1  Organizational Principles or Basic Principles of Management.

3.2  Benefits of Centralization vs. Decentralization of Managerial Authority.

3.3  Physical Centralization and Decentralization of Office Operations.

3.4  Organizational Structures.

3.4.1  What is and Why?  -- Formal organization, Departmentalization, organization chart.

3.4.2  Types of organizational structures -- Line, functional, line-and staff, committee, product, matrix.

3.4.3  Informal organization.


4.1  Definitions of problems.

4.2  Relationships among problem solving, decision making, and choice making.

4.3  AOM as problem solvers -- basic functional problems, operating problems.

4.4  Problem solving and productivity.

4.5  Problem solving processes.

4.5.2  Problem solving enviroment -- multicultural, human attitudes

4.2.3  Basic elements of the problem -- principal elements causing problems in the office, the present state, the desired state, controllable and uncontrollable factors.

4.5.3  Problem solving abilities -- creative ability, logical ability, intuitive ability.

4.5.4  Steps in problem solving.

4.6  Common problem areas in AOM/Barriers in solving office problems.

4.6.1  Human problems.

4.6.2  Systems problems.

4.6.3  Economic problems.


5.1  Purposes of communication.

5.2  Communication networks

5.2.1  formal

5.2.2  informal

5.2.3  communication audit

5.3  Flow of Communication

5.3.1  Downward communications (uses, channels, and factors in selecting channels)

5.3.2  Upward communication (uses, problems, and techniques).  To minimize problems -- suggestion systems and grievance handling procedures

5.3.3  Horizontal/lateral communication (uses).

5.3.4  Diagonal communication (uses).

5.4  Implications for the Admin Office Manager.

SSC351--STUDY GUIDE 1 (Covering Topics 1.0 and 2.0).

Quiz 1 will cover ALL the topics listed below. Please read the relevant chapters of Zane K. Quible and Kallaus & Keeling textbooks. I am unable to provide you with the page numbers of the topic listed at the moment. I hope to do this later. I believe, however, that the listing of the topics is sufficient to guide you.


Quible Textbook

Page #

Kallaus & Keeling

Page #

  1. Principles of Administrative Office Management
    1. Definition of Administrative Office Management and Management
    2. Role of the office
    3. Administrative Office Management function and objectives.
    4. The Administrative Office Manager
      1. Responsibilities, management functions, job responsibilities within each of the four functions.
      2. Skills (conceptual, human, and technical).
      3. Challenges.
      4. Qualifications.
      5. Professional, educational background, profile.
      6. Roles and skills.
    5. Evolution of Management Theory/Schools of Management Thought.
      1. Management Science or Art?
      2. The Classical School
  • Scientific Management
  • Frederick W. Taylor
  • Max Weber
  • William Leffingwell
  • Total Entity Management
  • Henri Fayol and Mary Parket Follet.
      • The Behavioural School
        • Human Relations Approach:
          • Elton Mayo
        • Behavioural Science Approach:
          • Abraham Maslow
          • Douglas McGregor
          • Frederick Herzberg
          • Peter F. Drucker.
      1. Management Science School/Operations.
      1. The Quality Management School:
        • W. Edwards Deming
        • Joseph M. Juran
        • William Ouchi
      1. The Systems School.
      2. Contingency Management.
    1. Implications for the administrative office manager.



  1. Administering Office Systems
    1. Administrative Office Systems Functions
      1. Key elements in AOS
      2. Major systems and subsystems, procedures, and methods.
      3. Objectives of AOS.
    2. The general systems model.
    3. The human system in the office.