CHAPTER 1 CHAPTER 2 CHAPTER 3

Office- a part of an organization Top 9 Office Management Skills What is 5S?

- a place where records of various activities 1. Planning Skills- Execute everything - A system of steps and procedures that can
are kept efficiently on its proper time. be used by individuals and teams to
- a place where clerical operations are 2. Administrative Skills- You will be arrange work areas in the best manner to
carried on responsible to hire new employees, fire the optimize performance, comfort, safety, and
- not a mere place but a place with various underperforming ones, evaluate cleanliness.
activities performance appraisal, training and JAPANESE S ENGLISH S
Objectives of an Office supervising new employees. Seiri Sort
1. To plan the activities of office and ensure 3. Analytical Skills- You should be sharp in Seiton Set in Order
their execution. identifying any inefficiency and suggest the Seiso Shine
2. To coordinate the activities and the best possible solutions. Seiketsu Standardize
various departments. 4. Computer Skills- Your arsenal should be Shitsuke Sustain
3. To preserve all the records of the equipped with the desired computer skills 1. Seiri/Sort Out
business. because a tremendous amount of Sorting involves four primary activities:
4. To maintain books of accounts, registers, responsibility falls on the office managers. 1. Determining the frequency of usage for
books, 5. Communication Skills- You will have to every item in
statutory and non-statutory registers, etc. communicate effectively within the the workplace.
of the organization both verbally and written in a 2. Marking the items that are not used.
business. friendly, efficient and professional way to 3. Disposing of the nonessential items. This
Office Functions make sure everything goes just fine. may include recycling, donation, or
a. Receiving information- may be obtained 6. Time Management Skills- Utilize every auction.
from internal or external sources. minute of your duty to its fullest potential 4. Eliminating sources of clutter and
Information is received through letters, and squeeze out the maximum outcome. unwanted items.
orders, invoices, telephone calls, fax, e- You should be able to properly allocate and •Decide what you need
mails, etc. handle every task on time without any •Remove unnecessary clutter
b. Recording information- some records wastage of time. •All tools, gauges, materials, classified and
have to be maintained statutorily; some are 7. Out of the Box Thinking- To cater to then stored
required to be kept for planning and every business task effectively that can •Remove items which are broken, unusable
controlling the affairs of the business. contribute towards the organization growth or only occasionally used
c. Arranging information- information both in the short term and the long. 2. Seiton/Set in order
gathered from various sources have to be 8. Leadership Skills- You will have to make •Arranging items in the work area and
supplied in the prescribed format like teamwork happen and help others to establishing
invoice, payroll, accounting statements, communicate well with one another in the guidelines.
statistical statements, etc. organization to create a healthy and •In seiri, items are classified by the
d. Giving information- the required productive company culture. frequency of usage.
information in the form of instruction, 9. Interpersonal Skills- Use a positive •In seiton, items are placed by frequency of
orders, statistical and financial statements approach and attitude which will result in usage.
estimate etc., are given to the management great teamwork. •Designated locations
by the Office Managers. Effective Management Techniques •Use tapes and labels
Office Management 1. Communicate the big picture •Ensure everything is available as it is
• Its function is to organize, guide and 2. Delegate work and responsibilities needed and at the “point of use”
control the activities of the office personnel 3. Help employees set goals 3. Seiso/Shine
to achieve this common objective. 4. Recognize problems Includes three primary activities:
Elements of Office Management 5. Reward employees 1. Ensure that everything is in its proper
1. Purpose- Clear cut objectives/goals of an 6. Be a mentor location.
organization will provide proper direction 7. Give reviews 2. Identify and correct repeated violations.
to ensure implementation of plans, 8. Have a heart 3. Identify and correct repeated
policies, programs, budgets, etc. 9. Take time to be a manager housekeeping problems. Tools out of place,
2. Means- used to carry out activities like 10. Managing change manuals out of sequence, inventory in
filing, copying, records retrieval and 11. Be upfront of employees incorrect area.
disposal, processing of incoming and 12. Involve key communicators •Create a spotless workplace
outgoing mail, communication, and 13. Create an effective message •Identify and eliminate causes of dirt and
management information system. 14. Listen to your employees grime – remove the need to clean
3. Personnel- effective recruitment and In other words… •Sweep, dust, polish and paint
selection of right persons for the right job; “A good manager is a good communicator, •Divide areas into zones
provision of appropriate training and administrator, analyst, and innovator.” •Define responsibilities for cleaning
development program and scope for •Tools and equipment must be owned by
“A good manager can marshal men, materials,
satisfactory fair promotion and transfer. machinery, money, and methods toward goals
an individual
4. Environment- It comprises lighting, and success.” •Focus on removing the need to clean
ventilation and temperature control, 4. Seiketsu/Standardize
interior decoration, office furniture, •Makes information about locations more
security, safety, sanitary arrangements, etc. recognizable.
•If all labels on a shelf are formatted the •Professional interests- the Office Manager 3. To be willing and able to delegate
same way, it is easier to visually sweep has worked and gained practical experience authority to his associates and
through the labels. in the office of an organization doing similar subordinates
•If procedures for retrieving and returning type of business or engaged in similar 4. To find and train key personnel and
items and information are uniform, it is industry assistants to supervise the work under his
easier for everyone in the work group to Functions of the Office Manager broad supervision
locate them quickly. 1. Recruitment of staff 5. To set time for his own personnel
•Generate a maintenance system for the 2. Training of Staff development
first three 3. Devising methods of work measurement 6. To anticipate, visualize, and plan to solve
•Develop procedures, schedules, practices 4. Coordinating tomorrow’s office problems.
•Continue to assess the use and disposal of 5. Discipline CHAPTER 5
items 6. Controlling stationery and supplies QUALITIES TO GET YOU AHEAD IN THE
•Regularly audit using checklists and Office Duties WORKPLACE
measures of housekeeping  Managerial Duties Enthusiastic- Being enthusiastic at work is
•Real challenge is to keep it clean  Supervisory Duties all about mental stability and acceptance of
5. Shitsuke/Sustain Managerial Functions your work.
•Self-discipline is the routine practice of all 1. To assist in formulation and Efficient- To be efficient means “performing
the steps that precede it. implementation of the policies of top or functioning effectively with the least
•Self-discipline is having all associates do management waste of time and effort.”
their part to carry out the 5S actions they 2. To design and implement new systems - When you are effective, you are doing the
have agreed upon. and procedures intended result. But when you are
•Means inoculate courtesy & good habits 3. To review the systems and procedures efficient, you are doing the intended task,
•Driving force behind all 5S 4. To ensure the adequate staff are but with the least time and effort.
•Deming’s point number 1: Constancy of provided to meet the workload, the Excellence- It simply means that you must
•purpose redeployment of surplus staff, etc. give yourself some pressure, to strive for
•Make it a way of life 5. To conduct interviews for and arrange better.
•Part of health and safety appraisal interviews regularly - Do not be contented with good. Go
• Involve the whole workforce* 6. To purchase equipment when necessary for GREAT.
•Develop and keep good habits 7. To prepare, estimate and ensure that Be the “EARLY BIRD”- Starting early for
How to implement 5S? budgets are adhered to work, to maximize productivity.
To ensure a successful 5S implementation, 8. To deal with cases of indiscipline And...
each of these steps must be thoroughly 9. To have consultations with trade union • Keep your word
addressed in order: representatives/officials in relation to •Be reliable
1. Plan a course of action. training, proposed changes in methods, • Manage your time well
2. Educate the work group. productivity, etc. • ALWAYS have good manners
3. Evaluate the work area. Supervisory Functions • DO NOT GOSSIP
4. Initiate the 5S’s. 1. To ensure punctuality of the staff •Be discreet
5. Measure the results. 2. To ensure that the office is clean, well- •Be PROFESSIONAL
6. Maintain 5S activities. organized and tidy • DRESS professionally
7. Deploy to other areas. 3. To recommend the purchase of Being Professional- To be a professional
CHAPTER 4 equipment when required depends on how you work, your attitude
Office Manager- any person, appointed to 4. To report areas of work, work problems, towards work, and your behavior towards
head the office. He/she is part of the staffing difficulties, unsatisfactory other people and your workplace. These
management; responsible for getting the equipment, etc. traits make you a valuable asset to an
work done in the office and has to ensure 5. To exercise continuous control over organization.
that procedures and policies formulated by quantity and quality of work Something to ponder:
his/her management are observed. 6. To ensure that work is done to meet • “The master may get better work from an
Responsibilities of a Manager predetermined time schedules and UNTRAINED APPRENTICE than from a
•Judgment and decision in determining standards, so that no delays occur because SKILLED REBEL.” - Proverbs 26:10
plans and in using data to control of sickness, annual holidays, etc. Other traits of an Office Worker
performance and progress against plans 7. To give on-the-job training to •Communication skills
• The guidance, integration, motivation and subordinate staff •Honesty
supervision of the personnel comprising What ‘Management’ Expects Of The •Technical competency
the enterprise, and carrying out its ‘Office Manager’ •Good worker
operation 1. One who, with a profit-oriented point of •Flexible*
Qualities of a Good Manager view, can build and direct a smoothly •Determination and persistence
•Leadership – the office manager should functioning organization that will perform •Ability to work in harmony with others*
possess an analytical mind to take care of the office services at a minimum cost •Eagerness to acquire new knowledge
different situations arising in the office. It is 2. Management expects the office manager •Problem solving skills
the ability to enthuse, inspire and guide to show his dynamic leadership by keeping •Loyalty
subordinates. a healthy dissatisfaction with the past and •Integrity*
•Personal qualities – office manager must present methods of doing the office work,
possess tact, self-control, enthusiasm, thus to work constantly for new and better
sincerity and adaptability. methods of doing the work.
Types of Flexibility Office Layout Objectives And Principles 14. Balance. Pleasing appearance improves
1. Formal Flexibility – the policies are Questions that must be answered before the image of the office in the eyes of the
“officially approved by human resources, drawing your blueprint: customers and the general public.
policies as well as any official policies that 1. What are the floor space requirements 15. Safety. An office should provide an
give supervisors discretion to provide and what should the size of the building adequate number of safety measures.
flexibility”. would be? Sturdy cabinets must be used to maintain
2. Informal Flexibility – refers to policies 2. Where shall each of the different office old files, and fire and hazard systems must
that are not official and not written down, space functions be located? be installed to prevent damage to property
but are still available to some employees, 3. Is it possible and desirable to lease and lives of employees.
even on a discretionary basis. portions of the building to others? Office System/System. Is a network of
Advantages of Work Flexibility 4. What maintenance and repair work will procedures which are integrated and
1. It reduces absenteeism, overtime, sick be necessary? designed to carry out a major activity.
leave and tardiness. 5. How much can the company invest in the Three factors that are involved in office
2. It reduces stress. property? work:
3. It improves performance, quality, Principles Of Office Layout • People
productivity and job satisfaction. 1. Inter-department relationship. The • Form
4. Increases commitment and job degree of relationship of one department • Equipment
engagement. to another department is taken into
5. Curbs turnover. consideration. Office System- means planning of an office
Teamwork 2. Flow of work. The manager has to make work systematically to achieve the main
• Fostering teamwork is creating a work the flow of work as regular as possible; and subsidiary objectives of an organization
culture that values collaboration. regular flow of work minimizes bottlenecks within minimum efforts and costs.
• In a teamwork environment, people and easily performance of work also. • It is an orderly arrangement of whole
understand and believe that thinking, 3. Maximum utilization of floor space. activities of an office and framing of
planning, deciding and actions are better Every employee must be given adequate procedures to be followed for the effective
when done cooperatively. space to ensure his health and efficiency. and economic performance of work.
• In a team, the following are important: 4. Space requirements for staff and Importance of Office System
1. Trust; equipment. Adequate space must be 1. Improve operating efficiency
2. Competence; provided in between desk to reduce 2. Maintain uniform procedure
3. Commitment; congestion and allow free movement. 3. Optimum utilization of resources
4. Consistency; and 5. Effective supervision. Employees should 4. Reduce office expenses
5. Cohesion face the supervisor whose seat should be 5. Minimize the operating expenses
Integrity placed towards the near of the working 6. Fixation of responsibility
• Integrity can be defined simply as being group. 7. Facilitating the introduction of new
true to your word, being authentic in your 6. Flexibility and uniform appearance of checks
actions and speech, demonstrating the kind office. The equipment used in the office 8. Achieving organizational goals
of behavior that you would like to see your should be of uniform type to ensure greater 9. Simplify the training
employees have. flexibility and uniform appearance of office. 10. Reducing errors
• Integrity, like leadership skills, is 7. Office systems and procedures. This can 11. Smooth running of an office
something that you have to practice. be attained only when the placement of 12. Prevention of fraud
• It takes effort to honor your word employees and equipment is in such a way 13. Better coordination
everytime and to be example you want that they are fit in with the office system Principles of Office System
from your employees even when you are and procedures in operation. 1. To avoid interruption in the flow of work
under stress or simply have a personality 8. Proper lighting. Placement of desks and 2. To avoid duplication of work and records
conflict. chairs should be in such a way that no 3. To avoid unnecessary movements
CHAPTER 5 employee faces an objectionable light 4. To avoid unnecessary writings
OFFICE LOCATION- The location of the source (e.g glares). 5. To avoid using unnecessary forms
office can contribute much to better 9. Employee morale. Office layout should 6. To prepare the best use of specialization
business because of its convenience to the ensure job satisfaction and morale of 7. To adopt labor-saving machines
public and to the working staff, as well as employees. 8. To minimize staff works
the facilities it offers for doing business 10. Number of private offices. Private 9. To apply the principle of management
expeditiously and at less cost. offices are separate rooms, cabins or 10. To have simple, economic, efficient and
Office Location cubicles which are positioned off from the practicable system
1. Size of the office staff other parts of the office. and procedures
2. Relation of the office activity 11. Ventilation. Fresh air is necessary for 11. To avoid unnecessary verification
3. Accessibility to clients and all other efficient performance of work. 12. To use simple forms to be filled in
interested persons 12. Expansion. The additional equipment 13. To avoid use of machines
4. Mailing and communications facilities needs to cope with the additional staff 14. To increase the efficiency of office work
5. The general character of the members. 15. To achieve goals at the minimum cost
neighborhood 13. Service facilities. Drinking waters, wash
6. Cost of floor space rooms, canteens, lifts or transportation
7. Employee transportation facilities services, rest rooms, computer, internet
8. Local tax policies services are needed for the physical
9. Possibility for expansion of office space comfort and well-being of the employees.