Roles and Functions of the Office

The office performs the following functions so that the business can effectively and efficiently
achieve its mission, vision and strategic goals.

(a) production
The office coordinates the production process, bringing together the resources that are needed to
produce the goods and services that satisfy the needs of customers.

(b) distribution and exchange of goods and services

When an order is placed, the office directs the distribution of goods and services to the
customers. 
The office receives and records payment in exchange for the goods and services that are
provided.

(c) collection, processing and preservation of data (manual)

The office collects data from a variety of sources within and outside the organization. Data that
is protected and preserved manually includes written and printed documents such as:

 trade magazines and journals

 reports
 employee records 
 memos

Data Processing and Dissemination

This data must be processed. This includes sorting and indexing.

Data is stored preserved in folders within filing cabinets. 

Collection, processing and storage of data (electronic)

The offices of many businesses now use Information and Computer Technology for the
electronic collection, processing and storage of data. Some examples include:

The use of a computer database to store employee and customer records

Electronic stock control systems using the barcodes that are printed on most products 

Dissemination of information
The office is responsible for the dissemination or distribution of information both within and
outside the business. The information must be accurate, timely, understandable and relevant to
the needs of the recipient.

Organizational management and legal control

Organizational management involves the coordinating of the activities of the business to ensure
that it achieves its goals, including: 
 planning
 prioritizing
 scheduling
 leading
 assessing
 controlling

Legal control involves ensuring that the business obeys all the laws that govern its activities. For
example the office is usually responsible for the preparation of legally-required accounting
documents such as the statement of income and expenditure (profit and loss statement) and
balance sheet.
Topic: Office Structure and Activity

Size
Larger business size often equates to a more elaborate or complex organizational structure. As
your business expands, additional layers of management, business units and a formal chain of
command are generally needed. While a small business may function on an informal structure
with limited management oversight, a large business generally needs managerial control to help
assign tasks, ensure quality and maintain a focus on business goals.

Environment
The competitive environment of your business can dictate the type of organizational structure
you need. For established businesses with a basic business product and moderate competition,
the need for innovation may not be as pressing as the need for consistency and customer support.
Companies that routinely offer new products or are in highly competitive markets need to be
nimble and responsive to changes in product demand. A more formal business structure that
clearly dictates areas of responsibility may be suited to a more established business, while a
functional structure that divides responsibility by product line may offer you increased
flexibility.

Organizational Structure

The organizational structure of your business provides a foundation for lines of communication,
responsibility and tasks. As the framework for your business, the organizational structure you
select dictates the number of management layers, how your business is functionally divided and
the overall reporting structure. Multiple organizational designs can be used to enhance your
business’s strategy including simple, functional, matrix, divisional or a self-designed structure.
 Types of Structures

Line and Staff Organizational Structure

This is one of the most basic forms of organizational structure. The line-and-staff organization
combines the line organization with staff departments that support and advise line departments.
Most medium and large-sized firms exhibit line-and-staff organizational structures. The
distinguishing characteristic between simple line organizations and line-and-staff organizations
is the multiple layers of management within line-and-staff organizations. The following sections
refer primarily to line-and-staff structures, although the advantages and disadvantages discussed
apply to both types of organizational structures.
Functional Structure

The organization is divided into segments based on the functions when managing. This allows
the organization to enhance the efficiencies of these functional groups.

Divisional Structure

These types of organizations divide the functional areas of the organization to divisions. Each
division is equipped with its own resources in order to function independently. There can be
many bases to define divisions.
Matrix Structure

When it comes to matrix structure, the organization places the employees based on the function
and the product. The matrix organization is an attempt to combine the advantages of the pure
functional structure and the product organizational structure. This form is identically suited for
companies that are “project-driven”, e.g. construction companies.

The basis for the matrix organization is an endeavor to create synergism through shared
responsibility between project and functional management. Other advantages of a pure matrix
organizational form, to project management, include:

 Because key people can be shared, the project cost is minimized

 Conflicts are minimal, and those requiring hierarchical referrals are more easily resolved
 There is a better balance between time, cost and performance
 Authority and responsibility are shared
 Stress is distributed among the team
 Human Relations and Office Efficiency

Human relations refer to the set of abilities related to how people interact with each other.
Human relations in an office concerns how people come together into a work situation in a way
that encourages them to work productively and cooperatively.

Important Human Relations Skills in an Organization

 Communication ie. listening, speaking, acknowledging etc.

 Motivating
 Leading
 Counselling
 Recognition
 Mediation

Characteristics of good human relations skills in an office:

 Goals of people are harmonized.

 Employees are recognized as human beings to be treated with dignity.
 Job satisfaction is important for productivity.
 Effective team approach to work.
 Open channels for communication.
 Effective leadership styles throughout all management levels.

Importance of good relationship among colleagues, supervisors and customers:

 Promotes an environment of trust and mutual respect among different work groups and
customers.
 A customer-friendly culture drives business profitability.
 Good customer interaction promotes more fixed and loyal customer base.
 Positive and supportive relationships create higher levels of productivity.
 Good supervisor-employee relationship promotes job satisfaction and reduces time spent on
grievances.
 Creates a framework for effective teamwork.
 Essential for the accomplishment of organizational goals and objectives.
Conditions for good human relations:

 Employee Participation: Supportive climate and mutual trust and confidence can be
created by involving workers.
 Open Communication: Open channels in communication should be maintained by
supervisors and managers. Lack of communication results in fear, misunderstanding and
organizational tension.
 Effective Leadership: Effective leader is one who understands his people and adapt the
requirement of the situation.
 Positive Work Environment: Management should create an environment where workers
carry out their jobs with a sense of security and harmony with members of the
organization.
 Conflict Resolution – Management should try and reduce as far as possible interpersonal
and group conflicts. They should seek to identify the source of grievances for the
restoration good working relationships.
 Office Equipment

Office is equipment is used so that the work in the office can be performed easier, faster and
more efficiently. There are several types of equipment, from simple to complex and from single
purpose to multipurpose, for general and for specialized office work.

Types of Office Equipment

1. Accounting e.g. computers to do spreadsheet

2. Calculating e.g calculators
3. Communication e.g. telephones and pagers
4. Filing e.g. filing cabinets
5. Mailing eg. sealing machines and franking machines
6. Paper handling e.g. collators, guillotines, paper cutters and shredders.
7. Printing e.g. computer printers, receipt printers and bar code printers
8. Recording e.g. transcription machines and telephone answer-recording machines.
9. Reprographics e.g photocopiers and risographs
10. Scanning e.g. computer scanners and bar code scanners.
11. Mulutimedia e.g. digital cameras, overhead projectors and computers.

Purpose of accounting equipment

Pieces of accounting equipment are used to:

1. Add, subtract, multiply and divide numbers

2. Prepare accounting records;
3. Print information on forms.

Purpose of calculating equipment

1. To compute figures;
2. Produce a permanent record of calculations.

Purpose paper handling equipment

Pieces of paper handling equipment are used to:

1. Attach multi-page documents together;

2. Cut the sheets of continuous stationery along the perforations and trim the pin feed edges;
3. Remove sprocketed holes on computer generated forms;
4. Separate sets of forms from carbons;
5. Assemble sets of papers in the correct page sequence for folding or binding;
6. Cut into strips documents with confidential information that are no longer required;
7. Cut paper to required size.
 Purpose of communication equipment

Pieces of communication equipment are used to:

1. Receive and transmit messages orally

2. Page persons in a building or somewhere on the compound;
3. Address several persons simultaneously
4. Alert travelling officers to contact the office
5. Transmit information between organizations/persons by electronic device.

Purpose of filing equipment

Pieces of filing equipment are used to:

1. Store records and information for future reference;

2. Secure confidential records and information.

Purpose of mailing equipment

Pieces of mailing equipment are used to:

1. Address envelops, invoices, debit and credit notes;

2. Stamp the date and time on mail received;
3. Fold documents for wrapping or insertion into envelopes for posting;
4. Print postal impressions on envelops or labels for outgoing mail;
5. Open envelops or incoming mail;
6. Wrap string or tape on outgoing parcels or packages;
7. Roll and wrap papers, brochures and small booklets for posting;
8. Moisten and seal envelope flaps;
9. Weigh letters and parcels to determine postage.

Purpose of printing equipment

Pieces of equipment are used to:

1. Print single or more copies of any document by striking keys using the different type
faces;
2. Produce printed records of computation of numbers.
3. Record and show the amount of sale;
4. Emboss information on cheque forms;
5. Print postal impressions on envelops and labels;
6. Print information on business forms (invoices, C/N, statement)
7. Print data on roll of paper.

Purpose of recording equipment

Pieces of recording equipment are used to:

1. Record telephone messages;

2. Record dictated messages on cassette for a secretary to prepare documents for an
executive.

Purpose of reprographic equipment

Pieces of reprographic equipment are used to

1. Produce identical copies on paper or transparency;

2. Produce identical copies on CD or diskette.

Purpose of Scanning Equipment

Pieces of scanning equipment are used to transmit an image of a document directly into a
memory for printing.

Ways in which office equipment contribute to efficiency in business:

1. Speeds up the processing and presentation of documents and forms eg. Computer
2. Improves presentation of work – quality, e.g. word processor
3. Performs several functions, thus reducing staff turnover – saves time e.g calculating
machine, inserting and mailing machine.
4. Reduces copying work and movement of documents eg. Facsimile machine and
computer.
5. Reduces proof reading, thus increasing accuracy in the production of clerical work, e.g.
computer.
6. Stores information for safe keeping and for future reference e.g. filing cabinet and
computer.
7. Retrieves and transfers information from one department to another or to other
compatible equipment eg. Computer and electronic banking machine.
8. Calculate figures very quickly and provides printed result of the calculation eg. Add-
listing machine and printing calculator.
9. Transmits information/documents from one department to another or from one firm to
another eg. Facsimile machine and computer.
10. Reduces theft and speeds up checkouts, eg. Computerized cash register with a
programmable keyboard, pole display, bar code scanner and receipt printer.
OTHER MACHINES

 Guillotine
 Shredder
 Photocopier
 Computer
 Risograph
 Printer
 Digital Camera
 Overhead Projector
 Multimedia Projector

FASCIMILE

DIGITAL CAMERA

RISOGRAPH
REQUIREMENTS FOR PERSONNEL

In business they are several careers from which you will choose. It is necessary for you to
acquire certain skills, attitude and attributes.

Skill – This is the ability required to do something well and expertly with your body or
with tools/equipment as a result of training, practice or experience. The following are
skills:
Literacy
Numeracy
Keyboarding and word-processing
Communication
Time Management
Problem Solving
Records Management

Attitude
This is a person’s feeing or reaction toward a situation or another person.
 Team-Spirit
 Tolerance
 Cooperation
-
Attribute
This is a quality or characteristic of a person.
 Punctuality
 Honesty
 Willingness
 Regularity
 Deportment
 Types of Office Layouts

Office layouts are terms used for the physical setting of an office – the place where the office
furniture and office equipment are arranged for people to work. Basically there are two types of
layouts. These are:

1. Enclosed or Private or Cellular Office – This is the traditional office with a

professional environment in a room with workstations for one or a few persons who share
the room. Usually there is a door, nameplate on the outside door and job title of the
officer using the room. This type of outlay is suitable for a Principal, Bursar etc. at a
secondary school or top level persons of an organization e.g. Managing Director, Chief
Accountant or Production Manager.
2. Open-plan Office – This is a large room with or without low-sectional dividers.
Workstations are placed in groups or at different angles in non-uniform groups for office
staff of various departments who work together in sections according to the duties they
perform. The dividers provide privacy and noise level management.

Advantages of enclosed or private office

1. It is suitable for top level official because of the privacy.

2. The privacy creates an atmosphere for greater productivity.
3. It provides a better work environment, especially for confidential matters.
4. Visitors are not a cause of distractions to others.
5. Provides a more secure place for hardware and software.

Disadvantages of enclosed or private office

1. It is not always possible to supervise staff which may lead to lower productivity.
2. It costs more that open-plan office in terms of material and space per person.
3. The overall overhead expenses – lighting and air-conditioning – are higher than open-
plan office.
4. It provides little flexibility in arrangement of office.
5. In case of personal emergency staff may be at risk.

Advantages of open-plan office

1. It can accommodate a greater number of persons.
2. Supervision becomes easier.
3. It provides more flexibility for arrangement of furniture.
4. The overall expenses – lighting and air conditioning – are relatively cheaper when
compared to an enclosed office.
5. The movement of documents from one section to another is faster and easier.
6. It encourages interaction of personnel.

Disadvantages
1. It is not suitable for the discussion of confidential matters.
 2. Gossip and grapevine communication develop easily.
3. The level of noise from one section may bother staff members of another section.
4. Overcrowding can occur if workstations are placed too close together.
5. It creates an impersonal atmosphere.

Virtual Office

This relates to someone who works from home utilizing a computer, modem, fax machine, email
or other electronic means to perform a job and communicate. In other words, you're
telecommuting. Even though a virtual employee may use a company email address, mailing
address and phone extension, he still works from an outside location.

A virtual office doesn't necessarily have to be a room in a person's home, however. A laptop in a
hotel or even at the beach will do. In most cases, a person who works from a virtual office is set
up thanks to his place of employment. All equipment belongs to the home office and must be
returned upon termination from that company.

The virtual office worker doesn't necessarily need to be an employee. He can also be someone
who owns his own business and works from his home or on the road via laptop and wireless
connection. The owner of a virtual office can also be an independent contractor or freelance
worker, with no ties to one specific place of business.

Ergonomics

This is basically the changing of the environment to suit people rather than people adapting to
the environment. It is concerned with the designing and arranging the work environment –
offices, workstations, equipment and systems – to create a safe and comfortable place for those
who use them, so they can be productive without being at risk with respect to health and safety.

Ergonomics concerns office outlays, lighting and air conditioning, design of furniture and the
positioning of the computer monitor, posture, adjustments of chairs etc.

Advantages

1. The environment is made safe.

2. Productivity is maximized.
3. There is more interaction with the environment.
4. People can work comfortable for a longer period.
5. People tend to be healthier

Disadvantages

1. The working environment has to be always changing.

2. It is costly to change design of the environment to suit people’s needs.
3. The study of ergonomics takes time and money to obtain scientific information.