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SSC351 Study Guide For October 2003 Final Examination
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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

Use the following study guide to help you prepare for your October 2003 final examination.
  1. Principles of administrative office management.
  2. Definition of administrative office management.
  3. Role of the office.
  4. Administrative office management functions and objectives.
  5. Responsibilities of the administrative office manager.
  6. Management functions of the administrative office manager and responsibilities within each of the functions.
  7. Management skills (conceptual, human, and technical)
  8. William H. Leffingwell.
  9. Organizational Principles of Management.
  10. Benefits of centralization vs decentralization of managerial authority.
  11. Physical centralization and decentralization of office operations.
  12. Management of office environment - Elements, Smart Office, Green Office.
  13. Impact of the office environment on employees.
  14. The healthy office environment - sick-building syndrome, concerns.
  15. 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 of air)
    • Music.
    • Conservation of energy (tecniques for conserving evergy in lighting system and other conservation measures)
    • Office security.
  16. Solving problems in office management.
  17. Definitions of problems.
  18. Relationships among problem solving, decision making, and choice making.
  19. AOM as problem solvers.
    • basic functional problems.
    • operating problems.
  20. Problem solving and productivity.
  21. Problem solving process.
  22. Problem solving environment
    • multicultural
    • human attitudes
  23. Basic elements of the problem.
    • principal elements causing problems in the office,
    • the present state
    • the desired state
    • controllable and uncontrollable factors.
  24. Problem-solving abilities.
    • creative ability.
    • logical ability.
    • intuitive ability.
  25. Steps in problem solving.
  26. Barriers in solving office problems.
    • human problems
    • systems problems
    • economic problems
  27. Communicating in the office.
  28. Purposes of communication.
  29. Communication networks.
    • formal
    • informal
    • communication audit.
  30. Flow of communication
    • Downward communication
    • Upward communication
    • Horizontal/lateral communication
    • Diagonal communication.
  31. Suggestion systems and grievance handling procedures.
  32. Implications for the administrative office manager.
  33. Managing human resources.
  34. 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).
  35. Implication for the administrative office manager.
  36. 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.
  37. Training office employees.
  38. Training
    • definition of training.
    • objectives of office training.
    • outcomes of effective office training.
  39. 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.
  40. Appraising  office personnel.
    • objectives.
    • frequence of performance appraisal; and who should appraise employees.
    • uses of the information obtained from performance appraisal.
  41. Promoting office workers.
    • what is promotion?
    • promotional criteria.
    • publicizing job vacancies.
    • identifying employee promotion potential.
    • factors considered in promotion decisions.
  42. Analyzing office jobs.
  43. The nature of job analysis.
  44. Uses of job analysis.
  45. Means of gathering job information.
  46. Job description.
  47. Job specification.
  48. Implication for administrative office manager.
  49. Measuring office productivity.
  50. Work measurement and work standards.
    • office operations that can be measured.
  51. Improving office productivity through TQM.
  52. Strategies of TQM
    • continuous improvement.
    • benchmarking.
    • downsizing.
    • reengineering.
    • quality circles.
    • outsourcing.