Use the following study guide to help you prepare for your October
2003 final examination.
- Principles of administrative office management.
- Definition of administrative office management.
- Role of the office.
- Administrative office management functions and objectives.
- Responsibilities of the administrative office manager.
- Management functions of the administrative office manager and responsibilities
within each of the functions.
- Management skills (conceptual, human, and technical)
- William H. Leffingwell.
- Organizational Principles of Management.
- Benefits of centralization vs decentralization of managerial authority.
- Physical centralization and decentralization of office operations.
- Management of office environment - Elements, Smart Office, Green
- Impact of the office environment on employees.
- The healthy office environment - sick-building syndrome, concerns.
- Ergonomic factors required to achieve an effective office ambience.
- Lighting (types, task/ambient, kinds)
- Colour (does not include reflectance and guiding principles)
- Noise (techniques for controlling noise)
- Conditioning the air (temperature, humidity, circulation, and cleanliness
- Conservation of energy (tecniques for conserving evergy in lighting
system and other conservation measures)
- Office security.
- Solving problems in office management.
- Definitions of problems.
- Relationships among problem solving, decision making, and choice
- AOM as problem solvers.
- basic functional problems.
- operating problems.
- Problem solving and productivity.
- Problem solving process.
- Problem solving environment
- human attitudes
- Basic elements of the problem.
- principal elements causing problems in the office,
- the present state
- the desired state
- controllable and uncontrollable factors.
- Problem-solving abilities.
- creative ability.
- logical ability.
- intuitive ability.
- Steps in problem solving.
- Barriers in solving office problems.
- human problems
- systems problems
- economic problems
- Communicating in the office.
- Purposes of communication.
- Communication networks.
- communication audit.
- Flow of communication
- Downward communication
- Upward communication
- Horizontal/lateral communication
- Diagonal communication.
- Suggestion systems and grievance handling procedures.
- Implications for the administrative office manager.
- Managing human resources.
- Recruiting and orienting office staff.
- Steps in recuriting process - personnel requisition, job specificiations,
sources of potential office workers, outsourcing.
- Selecting office workers - application form, interviewing direct,
indirect, patterned interview; record of interview), checking references and letters of recommendation, preemployment testing
(types of tests and purposes).
- Implication for the administrative office manager.
- 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.
- Training office employees.
- definition of training.
- objectives of office training.
- outcomes of effective office training.
- Entry-level training.
- instructional staff.
- person(s) conducting the training programme.
- training methods and techniques.
- Factors considered when selecting appropriate techniques.
- 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 - job rotation, on-the-job coaching.
- Appraising office personnel.
- frequence of performance appraisal; and who should appraise employees.
- uses of the information obtained from performance appraisal.
- Promoting office workers.
- what is promotion?
- promotional criteria.
- publicizing job vacancies.
- identifying employee promotion potential.
- factors considered in promotion decisions.
- Analyzing office jobs.
- The nature of job analysis.
- Uses of job analysis.
- Means of gathering job information.
- Job description.
- Job specification.
- Implication for administrative office manager.
- Measuring office productivity.
- Work measurement and work standards.
- office operations that can be measured.
- Improving office productivity through TQM.
- Strategies of TQM
- continuous improvement.
- quality circles.