national university of management office management lectured by mr. ry ron, mba tel: 089 55 2003

National University of Management

Office Management

Lectured by Mr. Ry Ron, MBAEmail: [email protected]: 089 55 2003

Course Assessment

Course Assessment : Final grades will be based on 100% or 100 points divided by following 4 components:

• Class Participation/ Attendant = 10%• Assignment = 15%• Midterm = 25%• Final Exam = 50%

Total = 100%

Chapter 1

Introduction to Office Management

Lectured by Mr. Ry Ron, MBA

People work for more than money


What does an Office Manager do?

An office manager is an employee charged with the general administrative responsibilities of any given office of a corporation.

In small and medium sized companies the task is often given to the corporation's bookkeeper.


http://en.wikipedia.org/wiki/Office

http://en.wikipedia.org/wiki/Bookkeeper

What does an Office Manager do?

In large companies there will often be several offices in several geographical areas, and each one will have an office manager.


WHY DO WE STUDY OFFICE MANAGEMENT? To use

Human Resources BudgetMaterial

To satisfy External Customer

Reduce (For Internal Customer )

Job dissatisfaction Absenteeism Turnover

WHY IS OFFICE MANAGEMENT MOST IMPORTANT?

Have you ever gone into a business and wondered about the poor first impression it makes?

Does it make you wonder about how they do business?

How professional the company is? How can it be successful?

An Example of The Worst in Front Office Management:

You're greeted and maybe even seated in a dark, messy, and somewhat dirty foyer. While you're waiting, you hear the receptionist talking to her boyfriend; an argument between two staff members is occurring in the hallway, the receptionist hangs up on her boyfriend and picks up her knitting, and ignores you.

An Example of The Best Front Office Management:

A clean, well lit, professional looking reception area with a great meeting space off the foyer. There are green plants and good furniture in the space. It looks well cared for and dressed (in the real estate business, this would be called 'staging' the office).

An Example of The Best Front Office Management:

The receptionist was expecting you (you had an appointment) and recognized your name when you said who you were. She directed you to the meeting room, got you a coffee, and contacted the Customer Service Supervisor (who you were there to see).

An Example of The Best Front Office Management:When the Supervisor arrived, and joined you in

the meeting room, the receptionist got up from her desk and closed the door of the room to make sure that others coming and going through the front office did not listen to the conversation and/or that you weren’t distracted by the front office activity (it was a hub of activity). This sounds logical, sensible and professional and most people reading this are probably thinking what’s so special about this front office?


Office management is often considered as muchmore important than marketing or customermanagement. A business office is the main place where mostemployees, customers, possible customers andothers interact with the business. Keeping your office lively is important for allbusinesses; irrespective of type or size.


Business managers must be keen in setting up anoffice environment which let employees to workefficiently and customers to interact with theorganization.The office must be clean and neatIt must have some minimum requirements such

as enough space, furniture, light etc.Furniture and other things must be suitably placed

so that they occupy the minimum space.The office must tell about your business and your

sincerity


There should be a specialized front office executive who is pleasant minded and can guide your customers neatly

For medium sized businesses, there must be separate persons or departments to handle different tasks; so that no process becomes complicated.

There must be some sort of communication system(s) for intra and inter offer communication

And most important, their must be supervisor who can monitor processes, resolve conflicts, memorize employees about their duties, etc.

Why is front office management important to your business? Managing the front office department wellis important to your business; as it is oftenthe first impression you make on yourcustomers or other stakeholders. Doing it wrong will turn customers away.

The Office Professional’s Skills

1- Managing projects2- Operating word processing

equipment 3- Supervising people4- Keeping financial records5- Composing letters for executives



6- Making travel arrangements7- Arranging and scheduling

appointments and meetings8- Typing9- Taking shorthand/dictation10- Answering and routing calls



11-Opening and sorting mail12-Ordering equipment and supplies13-Photocopying/duplicating14-Filing


The Office Professional Knowledge

1. Typing/keyboarding2. English language usage/spelling 3. Computer operation4. Cooperation with co-workers


The Office Professional Knowledge

5. Office machines (copiers, fax, answering)6. Customer/client service7. Mathematics/some accounting


Tips for providing good service to clients

Get to know who your customers are and what they need

Make it easy for customers to come to you with their problems and concerns

Make your customer concerns your concerns (even if the details don’t come under your job description).

Make customer satisfactions one of your top goals


Communication skills

Think before speaking. Not only to organize what you say but to select the right words.

Use proper grammar. If you’re not sure, consult a dictionary or well-informed co-worker

Avoid profanity – it is offensive to many people (even if they don’t tell you)


Communication skills

Use humor when it can relieve tension or improve morale, but keep it appropriate. Never use humor to hurt another person

Remember that keeping silent is better than saying something inappropriate or in poor taste


The Seven Cs of Communication

Completeness Conciseness Consideration Concreteness Clarity Courtesy Correctness


Receptionist’s Duties

Customer ServiceSalespersonCashier Financial RecorderSecretary


Elements of a positive attitude

An Upbeat MannerConsistencyEmpathySelf-ConfidenceGoal Setting


How to become a professional

Study people with established records for excellence.

Become a positive self-analyst. Accept suggestions for improvement.


How to become a professional

Identify how formal education can contribute to your growth.

Recognize that setbacks will occur, but balance them against your achievements to maintain a positive attitude.


What can you do to help your organization?

Reuse paper. Save scrap paper. Suggestions for use: Staple it together, and use the other side for informal notes and memos.

Ensure you have set up the photocopier to copy correctly. Use both sides of the sheet of paper


What can you do to help your organization?whenever you can. Learn how to do

double sided photocopies and teach others. Put a notice near the photocopier to remind everyone.


What can you do to help your organization?Re-use office products such as folders,

envelopes, boxes, etc.Spelling check and proofread on screen for

errors instead of printing numerous copies.


national university of management office management lectured by mr. ry ron, mba tel: 089 55 2003

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