LEARNING

OFFICE ADMINISTRATION

S.Liverpool

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 TABLE OF CONTENT

CONTENT PAGE #
Chapter One- Office Orientation …………………………………………………………………………3
Chapter Two- Communication ……………………………………………………………………………12
Chapter Three- Recruitment and Orientation …………………………………………………………….31
Chapter Four- Records and Information Management …………………………………………………..39
Chapter Five- Reception and Hospitality ………………………………………………………………..48
Chapter Six- Meeting ……………………………………………………………………………………58
Chapter Seven- Travel Arrangements …………………………………………………………………..66
Chapter Eight-Human Resources Management ………………………………………………………..69
Chapter Nine- Accounts and Financial Services ………………………………………………………78
Chapter Ten –Procurement and Inventory Management ……………………………………………....91
Chapter Eleven- Sales, Marketing and Customer Services ……………………………………………..99
Chapter Twelve- Operation, Despatch and Transport Services ………………………………………107

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 CHAPTER ONE
OFFICE ORIENTATION

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OFFICE ORIENTATION

This unit is intended to introduce you to the world of the office worker. It will orientate you for
the kinds of jobs you may do after you finish school and pass your examinations. Orientation
for new employees means 'finding your bearings' in the workplace. It also means integrating
employees into the organization by motivating them in a manner that will entice them to stay in
the employment and quickly contribute to the goals of the team. The orientation process will help
you understand how your role contributes to the vision and mission, and supports the core values
of the business.

FUNCTIONS OF THE OFFICE

1. Productivity

The objective of any business is to combine resources to make or create goods and
services that will satisfy the desires of consumers, so that the business will make a profit.
The objectives must be SMART: Specific, Measurable, Achievable, Realistic and Timed
for any given period.

2. Distribution and exchange of goods and services

The traditional office is a physical structure within a business. With the growth in
telecommuting, a virtual office has also developed where an office may be spread: across
islands and continents, and where employees: Operate from home or hotel, equipped with
laptops or Mobile phones. Each office employs people to perform certain tasks. These tasks,
once performed, will help that business deliver its goods or services to the market.

3. Collection, processing and preservation of data and information

In this section you will see that data and information are crucial to the successful running
of any business.
Data is unprocessed information, i.e. raw facts, events, transactions and figures that may not
have much meaning unless they are explained in a certain context to arrive at some meaning.

4. Dissemination of information
The objective of information dissemination is to make the information available to the audience
directly concerned. The form and medium may be oral, in writing or electronic, depending on the
audience - internal and external customers.

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5. Organizational management and legal control
The role of the office under this heading is to main efficiency. That is, the office must coordinate
the areas of the business in a manner to enable each department perform its function efficiently.

THE SIZE OF THE BUSINESS AFFECTS THE STRUCTURE OF

THE OFFICE
The organizational structure of a business and the responsibilities of its employees depend to a
large extent on the size and nature of the business.

Multiplicity of staff positions in a business

The size and nature of business define the roles and positions of the staff employed by the
company. In the coming sections, focus is on the size of business and how the staff or employees
are assigned their roles in the company.

 The small business

A small business in your neighborhood will most likely be run by a sole trader or proprietor who
owns the business.

 The medium-sized business

Medium-sized businesses are general: thought of as having approximately 50 employees or
more. Atypical medium-sized business (or organization could be a firm of lawyers. Such a
business may be a partnership, where there are two or more lawyers w no are the owners of the
business.

 The large business

TYPES AND PATTERNS OF RELATIONSHIPS IN A MEDIUM- SIZED

BUSINESS

In a Partnership, the Human Resource, Accounts, Receptionist and Clerical positions may be
filled by persons who will perform more specific functions than the worker in the sole trader's
business. For example:
 Human Resource Management helps the partners to recruit new staff, looks after the
holiday calendar and takes care of the pension and health schemes of all the employees.
 Accounts executive manages the funds of the
partnership, informing the partners of the incoming and outgoing monies every month.
 The Receptionist deals with all the clients arriving at the partnership, as well as
booking appointments for those clients who contact the business by telephone.
 The Clerical assistant supports the above three positions, typing, filing and retrieval as
necessary.

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The advantage for office workers in this type of organization is that they can be employed in a
position that suits their particular skills and preferences.

NATURE OF DUTIES AND RESPONSIBILITIES IN A LARGE BUSINESS

An example of a large business would be the utility company in your country that provides
electricity services, Telephone services, or a large hotel group. Often, these kinds of businesses
employ hundreds of people. Companies are considered by law to be legal persons, separate and
apart from those who own shares in them.
Companies are highly structured, with a Managing director, a Board of Directors, and
departments that: perform various business functions. Such structures are out in place so that the
objectives of the business can be more easily achieved through specialization. The office to
function more efficiently. Each department has a particular function and is likely to contain
department specialists.
In individual departments, office personnel will work closely with people in their department on
a daily basis, and will therefore need to have good team-working skills in order to perform their
jobs successfully. Naturally, they will perform many daily tasks on their own. Sometimes, they
will need to liaise with other departments, the staff of which may not be very familiar to them.
Friendly, polite and a cooperative attitude are therefore important attributes for the departmental
worker.

DEPLOYMENT OF EMPLOYEES

Because large businesses are at the cutting edge of their field, they often need to adapt to the
changing needs of their customers, rapidly. For example, such businesses will need to change
departmental structures - creating, abolishing or merging departments - in order to make the
business more focused on the particular needs of customers at particular times or in response to
global economic changes. It therefore sometimes becomes necessary for management to deploy
employees, that is, move people into different jobs when the current structure of the business
changes.

CENTRALIZATION AND DECENTRALIZATION

Some office functions lend themselves to being performed in individual small departments,
whereas other functions are more efficient if located in a central area. That is, functions may be
decentralized or centralized.

Decentralization occurs when support services are located in each department of the company.
Each department will have its direct telephone line, its own word processing system, its own
filing system, its own photocopying and printing facilities. All employees in the particular
department will have access to the support services attached to the department and each one will
use and maintain it.
Centralization however, places the office support function in a central location. For example, all
mail can be collected, stamped, recorded and processed by one mail clerk from the mailing

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department. All requests for printing and photocopying will be collected, queued and processed
by the reprographics clerk and delivered in a timely manner. All telephone calls and facsimile
messages received will be processed and routed through a central switchboard department.

Advantages Disadvantages

Centralization

Advantages Disadvantages
Decentralization

TYPES OF OFFICE LAYOUT

The office layout is the environment in which employees work, and determines the way in
which resources will be placed in the given space.

When deciding on an office layout, a business or organization has to consider such things as:
1. the amount of space that would be adequate for the number of persons working in the
organization
2. the quantity of equipment (computers etc.) and workstations that will be housed in that
area
3. the amount of storage space that will be needed in that area
4. the nature of the work that is to be carried out

we will look at the three main types of office space - the traditional or cellular office, the open-
plan office and the virtual office. Each has its advantages and disadvantages, as you will see.

1. The traditional or cellular office

This is the traditional type of office. It is usually a room that will seat between one and
four people. It will have artificial lighting, and a door, or doors, allowing employees
some level of privacy - they can shut the doc thereby minimizing noise and distractions

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 from outside. In addition, desks, chairs, shelving and cabinets will be added by the
business or organization, depending on the requirements of the users
Advantages Disadvantages

2. Open-plan office

open-plan (modular) office is set.: as one big integrated office - it can accommodate any number
of employees,10 to 200, or even more. The open office usually houses employees of many
different levels - from managers clerks who work together in a large ‘a. It can therefore make
supervision team-working more efficient, especially in large teams that need to communicate
with each other regularly.
Advantages Disadvantages

3. Virtual office
Your office can be wherever you are; working virtually is often referred to as working in
a virtual office, which has been described in the more flexible office environments
earlier. The currently available technology enables you to conduct business from almost
anywhere - in your home, in the airport or hotel. But in order to get the work done you
will need-the appropriate telecommunication media and a quiet location, free of
distractions.

Advantages Disadvantages

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ERGONOMICS
Ergonomics is a science concerned with designing the job, the equipment and the workplace to
benefit/optimize employees' wellbeing and productivity. Office ergonomics is the science of
fitting jobs to people, or adapting working space and conditions to suit the worker. The aim of
ergonomics is to provide inexpensive solutions that can be applied to the work environment to
reduce employee strain and the risk of injury.

Ergonomics as it relates to comfort, health and safety:

 Layout and size

 Furniture and equipment

 Lighting, seating, ventilation, temperature

 Related injuries
TYPES OF EQUIPMENT TO OFFICE EFFICIENCY

HOME WORK
Describe the contribution of various types of equipment to office efficiency
 Guillotine
 Shredder
 Photocopier
 Risograph
 Scanner
 Printer
 Plotter
 Multimedia devices (digital camera, projector)
 Facsimile machine
Laminator, binding machine

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OFFICE ORIENTATION

The job description tells the applicant what the job entails. Through the job description, the
applicant learns what elements, duties and responsibilities are essential to successfully fulfill
their obligations in the job. The job description must therefore be clear, completely detailing a
list of responsibilities of the position, so that an employee's performance can be measured against
realistic targets and goals stated. It also gives information regarding the pay scale or
classification of that job within the company structure, as well as working hours and conditions.

The job specification is an analysis of the kind of person to fill the job. It lists the educational
requirements, skills, attitudes and experience required for the job. In this way, applicants will
have no misconceptions about what the

SKILLS
Some of the skills of office personnel are:
 Literacy and numeracy
 Computer literacy and proficiency in the use of productivity tools
 Effective communication
 Time management
 Analytical, problem- solving

ATTITUDES
Some of the attitudes of office personnel are:
 Team-spirit, group dynamics, cooperation
 Tolerance, appreciation of diversity
 Safety conscious
 Environmental awareness
 Social responsibility

ATTRIBUTES
Some of the attitudes of office personnel are:
 Regularity, punctuality
 Positive work ethic
 Ethics, integrity, honesty, confidentiality
 Willingness
 Deportment
 Self-esteem
 Confidence

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 THE IMPORTANCE OF GOOD RELATIONSHIP IN THE OFFICE

All organizations need people, equipment and other resources to function successfully. Good
interpersonal relationships are essential to good teamwork in the organization, and are
beneficial -to the individual as well as to the organization. They enable the employee to make the
maximum contribution to meeting the organization’s objectives, and allow the employee to
mature and achieve their goals as well as the organization’s mission. They also ensure that the
customer and the business get the best performance from the employee. They need positive
interpersonal relationships to achieve good teamwork in the organization. These relationships are
essential to individual development as well as to the organization’s success

Relationships with supervisors

Supervisors are employed to set objectives for their staff, and ensure that those objectives are
met. The objectives will, of course, be part of the larger objectives of the organization as a
whole. Supervisors must deal fairly with each worker, praising and encouraging those who
perform well, and advising and guiding those who do not conform to expectations.

Relationships with colleagues

In dealing with other colleagues on a day-to-day basis, an employee should show respect for the
suggestions and efforts of others, acknowledging the positive, and making tactful alternative
suggestions when necessary.

Relationships with customers

Clearly, it is key to the successful functioning of a business that workers always present a
positive image when dealing with customers, suppliers and enquiries from outside the office.
This relationship is necessary to make customers feel satisfied and confident in what is offered to
them. These are the external customers. >

The employee must also relate to internal customers - other departments and management, for
example, within the business. These are the people to whom you must respond, with whom you
must communicate and with whom you must work as a team. Internal customer satisfaction has a
ripple effect which reaches the externa! customers. It is important to have a good relationship
with the internal customer to provide them with service, products or information to help them to
do their jobs efficiently so that good external customer care will result.

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CHAPTER TWO
COMMUNICATION

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COMMUNICATION
Communication is a process between at least two people - a sender and a receiver - that begins
when one person wants to send a message to another.

CHANNELS OF COMMUNICATION

The various forms of communication media available play an important part in the effectiveness
of communication within an organization. It is important to be aware of them and their possible
uses, which vary largely depending on the size of the organization, its location and the nature of
its business.

Directional
Based on the style of communication, there can be broad categories of communication that have
their own set of characteristic features. The channel used to communicate messages to and from,
or among, a group of people within an organization may be classified as formal, informal or
unofficial.

Formal official communication is based on the chain of command and its line of authority flows
from top of the organization down. Such communication is used to transmit official messages,
policies, procedures, directives and job instructions. It is generally in writing and may take any
of the following forms: policy; manuals; procedures and rule books; memoranda; official
meetings; reports.

Informal/unofficial communication arises out of all those channels of communication that fall
outside the formal channels listed above. It is built around the social relationships of members of
the organization.
Much informal communication occurs when office employees socialize and pass along
information that the. believe their coworkers may not have. Messages can be transmitted rapidly,
usually orally on a one-to-one basis This is commonly known as the grapevine

Methods of communication
1. Oral communication
Oral communication in the office can take the following forms:
 oral interviews
 meetings and conferences
 radio and television
 telephone, intercom
2. Electronic communication
Motivating work teams that are spread across the country or the world can be a challenge to
any manager-With the right technology on your side, the whole group can stay synchronized.
Some of these are:

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  Tele-conferencing, video conferencing
 Computer, internet, intranet, world wide web, electronic mail, social media
 Telephone, facsimile
 Scanning, scan to email, scan to file
 Telecommuting, telemarketing

3. Written communication
Written communication can take the form of:
 Letters
 Memoranda
 Agendas and notices
of meetings
 Minutes
 Questionnaires
 Itineraries
 Notes
 Advertisement
4. Visual communication
On of the most effective ways of communicating is using a picture, and this can make the
presentation of statistics more interesting. Charts and graphs, and color or shading may
be used.
Examples: charts and graphs (pie charts, bar charts, line graph and histogram), television,
video conferencing, signal, multi-media projectors, body language.
Home- work
Collect one picture or sample of each method of communication

FACTORS TO BE CONSIDERED IN SELESTING COMMUNICATION CHANNEL

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Factors to be considered in selecting communication channel:

(a)Degree of urgency – where there is a need to convey some information quickly, the most
sensible method could ne give it orally.
(b) genre (oral, written, electronic, visual)- the method that is suited for the information to be
communicated.
(c) level of confidentiality, privacy- the method of communication used will be influenced by the
need for confidentially and privacy.
(d) location and distance, time zones- where the transmitter or the receiver is located will
influence the method of communication chosen.
(e) cost, efficiency, effectiveness-the cost of using a particular method of communication will
have an influence on whether it is chosen.
(f) audience size or number of recipients – where it is necessary for many people to receive the
same message

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Communication flow

In any well-order organization, there must be a constant flow of information from varying
angles, such as:
 Downwards
 Upwards
 Horizontal
 Grapevine

1. Downward communication – this type of communication flow involves persons from

higher level (manager) to those at lower level (subordinates) in the organization
hierarchy. Downward communication exists especially in organizations with an
authoritarian atmosphere.
Downward communication involves:
 Informing employees of their job responsibilities
 Enlisting the understanding and support of employees about management
objectives and company goals.
 Instructing employees on how to improve their productivity
 Relaying to employees the results of their job performance.

2. Upwards communication- this communication travels from subordinates to superiors and

continues up the organization hierarchy.

3. Vertical communication- involves messages in the form of instructions, policies or

directives being sent by those persons in authority to persons in the organization who are
at the lower level in the command structure, along with any responses that may be
generated.

4. Horizontal communication- involves communication between persons on the same level

within the organization.

5. Grapevine- this is the informal transmission of information. It normally takes the form of
gossip or rumor from person to person.

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Communication climate
Communication climate can be defined as the internal environment of information exchange
among people through an organization’s formal and informal network. It can be on two kind:
 Open climate- employees feel free to express opinions, voice complaints and offer
suggestions to their superiors.
 Closed climate- discourage communication, they give people the felling that they are
being judged and criticized.
The characteristics of open and closed communication climates:
Open Closed

Observational Judgmental
You-oriented Manipulative
Problem- solving Me/we-oriented
Equal Condescending
Flexible Dogmatic
Clear objectives Hidden agenda
Supportive Defensive

Barriers to communication
Barriers to communication are anything that impedes, blocks or otherwise interferes with the
communication of a thought from one individual to another.
Some of the main barriers to effective communication are:
 Perceptual biases- this when an individual assumes that the person communicating with
them has certain characteristics, based on the group to which that person belong.
 Semantic/ language barriers- the choice of words used in a message will influence the
quality of communication.
 Interpersonal communication barriers- how someone interprets a message maybe affected
by that person’s past experience with the sender of the message.
 Poor literacy skills-
 Time pressure
 Physical distance- this can be a barrier, especially in an open-plan office where
employees might show a message across to other employees thus disrupting their
colleagues.

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Business structures
A basic responsibility of the management of an organization is to develop effective business
structure. There are two main types of business structures:
1. Centralized business structure
The centralized business structure is recommended for an organization that has similar
products or services, common channel of distribution and a single to a few core
competencies.

2. Decentralized business structure

In a decentralized business structure, an organization typically has a small corporate staff
with independent business units and decision-making authorities.
 Pyramid business structure – is a non-sustainable business model that involves the
exchange of money primarily for enrolling other people into the scheme, without
any product or service being delivered.
 Matrix business structure- is a combination of two or more types of organizational
structures. It is a way of arranging your business so that you set up reporting
relationships as a grid, or a matrix, rather than in the traditional hierarchy.
 Independent business structure- are small business. These firms are owned by one
person, usually the individual who has day to day responsibility for running the
business.

Advantages of centralized business Disadvantages of centralized business

Advantages of decentralized Disadvantages of decentralized

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COMMUNICATION

STATIONERY AND INFORMATION SOURCES

Stationery describes materials found in an office for use in correspondence etc.
Types of stationery
Papers and pad
 Office paper, photocopy paper, laser paper, inkjet paper, dot matrix paper
 Notebooks, writing pads, wire bound notebooks

A1- used for posters

A2- used for smaller poster n documents such as maps
A3- used for legal document, balance sheet and financial statement
A4- used for busines letter, minutes, reports, agenda, quotations, invoices and many other.
A5 – used for short letter and memos
A6 – used for post cards, petty cash vouchers, telephone messages, etc
A7- used for large address labels
A8- used for smaller address labels and business cards

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Types of papers commonly found in offices includes:
1. Bond- superior quality, strong durable paper. It is used for headed paper(letterhead) and
‘top copy’ work.
2. Parchment- it is used for work that has to be specially well presented such as painting.
3. Flimsy- cheaper, lighter weight paper used for carbon copies.
4. NCR (no carbon required)- lighter weight paper produces in sets of several sheets. The
back of each sheet is specially coated so that whatever is written or typed on the top
sheets is transferred to the rest of the sheets in the set.

C4- envelopes are perfect for A3 paper folded in half

C5- is the ideal envelope and is the market leader and can contain an A4 paper folded in half.
C6- can contain an A4 sheet folded in half twice
DL- originated in Germany.
Types of envelope
1. Regular envelopes- this is a standard business size envelope
2. Window envelopes- these have a transparent window through which the name and
address of the recipient can be seen from the letter inside the envelope.
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 3. Self- seal envelopes- these envelopes have a sticky strip on the back of the envelope and
on the flap.
4. [added envelopes-

REFERENCE MATERIAL
In the office questions may need to be answered promptly and accurately. The clerk or secretary
is not expected to know the answer, but he or she should know how and where to access the
information when needed.
Most of the information requested is available from a wide range of reference sources. There are:
1. Dictionary- can help spell words in addition to providing definitions.

2. Thesaurus- is used to look up words with similar meaning, called synonyms.

3. Official gazette- is a newspaper or journal issued weekly or monthly.

4. Telephone directory- containing an alphabetical list of telephone subscribers and their

telephone number.

5. Maps and atlases- are useful for locating places and planning itineraries whether locally
or internationally.

6. Schedule/timetable- show arrival and departure times for transport such as buses,
shipping lines and airlines.

7. Post office guide- outlines in detail the services offered by the post office including
regulations governing the sending of letters and parcels by post.

8. Trade journal- is a periodical which is devoted to news and features relating to a

particular trade or profession.

9. Internet- a network linking of computers worldwide via telephone lines, there by

facilitating the exchange and transmission of data.

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COMMUNICATION

TELEPHONE AND OTHER COMMUNICATION TECHNIQUES

Telephone techniques
Telephones are essential in modern offices since they are the cheapest and quickest method of
communication. They are a middle-way of communication between written communication and
face-to-face contact. However, telephone have some limitations:
 They do not provide a permanent record of a business transaction
 They are not suitable for discussion of confidential matter
 They are not transmitting detailed information such as statements of account.

1. Telephone etiquette

Guidelines for handling phone calls

 When answering the phone, start with a greeting, this must be polite and will
make the caller feel at ease.
 Sit up straight and smile when you are talking. This helps brighten your tone of
voice.
 Do not eat or drink while talking on the phone.
 Speak clearly and in short sentences.
 Never interrupt the caller
 Taking the time to get information for your callers is essential for good, quality
customer services.

Answering the telephone

 Pick up the phone within three rings.
 Greet the caller, for example, good morning or good afternoon
 Identify the company or organization you work for
 Give your name
 Ask the caller if you can help: how may I help you? Or how may I direct your
call?

Putting a caller on hold

A caller should not be asked to hold for a person. The person answering the telephone
should be as helpful as possible instead of placing the caller on hold.
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 Things to avoid
 Giving minimal information, eg yes/no, these responses do not help callers and
create a bad first impression of the company.
 Screening- avoid the words May I ask who’s calling? Right at the start of the
conversation.
 No reply- another frustration for callers is when the phone rings for a long period
without being answered.
 Avoid saying “I don’t know”, I can’t/ we can’t”, “just a second”, “no” , “you will
have to…..”

RECORDING SYSTEM
1. Voicemail
Voicemail is a computer-based voice storage system. The telephone, a central computer
and a recording device are used for taking voice messages. Messages are stored in the
computer’s voice box and later retrieved when the recipient dial through their telephone
extension, the number of the voicemail box.

2. Telephone answering machines

Telephone answering machine record messages when no-one is available to take the call
and can be fitted to the telephone to provide a continuous telephone answering and
recording service.

RECEIVING AND DELIVERING MESSAGES

Receiving a message
You may need to take a message in the absence or unavailability of a colleague or when need to
gather information for a customer or client. Follow this procedure:
o Inform the caller of the availability of the person he/she wants to talk to before asking
their name.
o Explain your colleague’s absence in a positive light.
o Give an estimated time your colleague’s arrival.
o Offer to help the caller, take a message or transfer to someone who is able to help.
o Write down all important information, that is, name, place calling from, phone number,
time and date of call, will they call back or do they wish the person to return

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Delivering the message
 Place the written message on your colleague’s desk so that he/she see it as soon as they
return.
 Follow up to ascertain the message has been received
 If the message was a verbal one makes sure that you pass it on at the earliest opportunity.

USE OF THE TELEPHONE DIRECTORY

Telephone directories are published by the main telephone company in a country. Using a
directory is simple- the number of the person or organization is listed next to the name of the
person or organization you want to call. These names are in alphabetical order.

MAINTAINING A PERSONAL AND COMPANY DIRECTORY

Most companies maintain an internal directory, which gives the names and extension numbers of
departments and officials. If you are asked to compile such a directory the best way of doing this
would be to:
 Compile one part of the directory with names and numbers in alphabetical order
 Compile another part showing the same with names and numbers, but under each
department
Make sure the directory is updateable; if you compile it using a word-processing program, it will
be easy to change the contents what new employees start at your company or when employees
leave the company.

FUNCTIONS AND OPERATION OF SWITCHBOARDS

Most businesses have more than one telephone and probably more than one telephone number.
The telephones are usually connected to a switchboard, which is under the direct control of the
switchboard operator. The first voice heard by an outside caller is that of the switchboard
operator, who will announce the name of the organization.
The telephone in the various offices are called extensions. Each extension has its own number,
which will often be an extension of the company’s main switchboard numbers.
Switchboards can vary in capacity from one main line with three extension to hundreds of main
lines with thousands of extensions.
 Auto-attendant switchboards capture and direct a caller through a menu of options. These
may include dialing your party’s extension number if you know it. Or keying in their last

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 name to be searched for in the directory. This system also gives the caller a menu listing
the departments and the extension numbers to access them.
 PMBXS (private manual branch exchanges)- these are also known as “Manual
Exchanges”. When this type of switchboard is used all calls from PMBX extensions have
to be made through the operator. The connection is made by plugging a cord into a
socket. The operator can connect an incoming caller to the person to whom he wishes to
speak and deal with outgoing calls.
 PABXs (Private Automatic Branch Exchange) – these are commonly known as
Automatic Switchboards. The main function of the switchboard is to receive and direct
calls to the relevant officer or department.

PAGING DEVICES
A pager also referred to as a page, beeper, bleep or bleeper, is a simple personal communication
device for short message. Paging devices comprise: beepers, voice/tone pagers, numeric pagers,
alphanumeric pagers and two-way alphanumeric pagers.

COMMUNICATION

 TELEPHONE SERVICES
Services offered by telephone companies are:
1. Local calls- these are all calls made inland, whether domestic or commercial.

2. Long distance/overseas/international calls- international calls can be obtained by direct

dialing.

3. Station-to-station (customer dialed station)- this type of call connects the caller to a
number overseas. The caller dials the number directly without the aid of an operator.
Customer dialed station rates are the lowest with a minimum period of one minute.

4. Person-to-person (operator assisted)- this type of call is made when the caller wants to
speak with a particular person. A person-to-person call is an operator assisted call.

5. Collect calls (operator assisted)- a collect call is made when the charge are billed to the
called telephone number. It is an operator assisted call; authorization must be obtained
from the person being called before the call is allowed to proceed.

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 6. Conference calls- at times frequent status report are needed from a team, teleconferencing
is the answer. Phone conferencing technology permits in excess of sixty people to be
connected all at once.

7. Video conference- this is interactive communication among people at two or more

location using telecommunication. Video conferencing may involve audio, graphics,
computer or video communication.

8. Call waiting- if you have an incoming call while you are already on the line, the call
waiting feature will alert you. You may then put the first party on hold while your answer
your second call. There can also be a three-way calling.

9. Call forwarding- incoming calls can be transferred to another number. Call forwarding is
effective for business person who wants to catch after-hours business calls at hone or for
anyone who doesn’t want to miss an important call.

 DIRECT DIALING AND OPERATOR ASSISTED CALLS/OPERATOR STATION

It may sometimes be necessary to ask for operator assistance to call an overseas number. If
details of length of time and the cost of the call are needed this is known as an operator station
call. There is a three-minute minimum charge.
 PHONE CARD
A prepaid calling card is the easy way to keep in touch with the rest of the world, as the card
allows the holder to make calls at any time from any private touch tone telephone or public
payphone.
 ELECTRONIC TOP-UP MACHINES
These allow customers to extend the credit on their mobile phones instantaneously.

 SPEED DIALING
Many modern phones allow frequently called numbers to be stored in the memory. The numbers
can then be dialed automatically by simply dialing one digit. This includes long distance
numbers.

 CELLULAR PHONES/MOBILE PHONES

 TEXT MESSAGING
 SKYPE
Skype is also an alternative means being offered by some companies. This reduces the telephone
bills to a great extent.
26
 VOICE OVER INTERNET PROTOCOL
Voice over internet protocol (VOIP) is a general term for a family of transmission technologies
for delivery of vice communication over IP networks such as the internet or other packet
switched networks.

SERVICES FOR DISPATCHING MAIL

Nowadays there are several methods in use for dispatching mail. Post office services are used
alongside COURIER SERVICES and electronic mail.
COURIER SERVICES
The need might arise where office data-whether it be a piece of correspondence or a packet-
needs to be delivered quickly and safely to local, regional or international destinations. Courier
services offer:
 Door to door delivery
 Shipment of heavy/valuable/bulky packages
 Customs clearance
 Real time electronic tracking

POSTAL SERVICES
1. Frist class mail- is used for letters, printed papers, postcards and small packets. It allows a
next day delivery for local mail and first available dispatch for overseas mail.

2. Priority mail- this is a classification of mail which encompasses letters, printed papers,
postcards and small packets. This allows a next day delivery for local mail and first
available dispatch for foreign mail.

3. Second class- when speed of delivery is not important, reduced rates are available for this
class of service.

4. Standard mail-mail can qualify for reduced postage rates. The lowest postage rates are
available if you sort and automatic the addresses on your mailing list. The cost for
standard mail postage is lower than first-class, however standard mail has a longer
delivery time.

5. Air mail- letter post items conveyed by air are referred to as air mail correspondence but
for accounting and other purposed these items are divided into two main categories: 1.
LC items-letters, aerogrammes and postcards and AO items- all other item: printed
papers, literature for the blind and small packets.

27
 6. Skybox- this is a site that is used by shoppers based in the Caribbean.

7. Surface mail- is mail that is transported over land and sea rather than air. It is slower than
air mail.

OTHER MAIL SERVICES/ DELIVERY OPTIONS

1. Registered mail- this service allows the sender to trace mail to its final destination. The
package must be delivered to the addressee.

2. Expedited mail service (EMS) priority mail – this is a specialized express service that is
used locally, regionally and internationally. Delivery can take from 24 to 36 hours from
the time of posting depending on the destination.

3. Express mail- this is a service facilitates a quick dispatch from the sender’s country; it is
dispatched as a priority item.

4. Recorded delivery- this provides proof of posting and a record of delivery for a letter or
small packet where the value does not exceed a stated amount. Money or jewellery or
other valuable items can be included.

5. Poste restante- people who are travelling and don’t have a permanent address, can have
their mail sent poste restante. This means that mail can be addressed to that person at
major Post Offices around the world, so that it can be collected on arrival in that town or
city.

PROCEDURES FOR SENDING AND RECEIVING PARCELS.

Regulations for sending money and receiving money and other valuables.
For security purposes it not advisable to send cash through the mail. A money order may be used
which is a written order for the payment of a sum to a named individual, obtainable and payable
at a Post Office.

Procedures for sending and receiving small parcels/packets.

The small parcel post is specially provided for the transmission of goods, whether dutiable or
not, in the same mail as Printers Paper, which as a rule travel more quickly than the parcel mails.
The sender name must be on the outside of the parcel and the content must be protected against
breakage or damage.

28
Parcel post service
Parcel post is used for the dispatch of bulky item. The price of such services depends on the
bulk, weight, urgency and so on of the parcel being sent. Parcels must be packed securely and
clearly labelled. If the parcel is being sent overseas then a customs declaration form must be
completed stating the contents of the parcel and the value.

Packaging
Some general tips for safe and secure package are:
 Use padded envelopes foe sharp edges
 Make sure any outer containers are strong enough for their contents
 Fragile items shouldn’t touch either each other, or the side of the container
 Fill in containers with cushioning material like bubble-wrap or polystyrene
 Write a return address on the item.
Procedures for dealing with mails
Receiving
 All addresses in incoming mails should be checked in case an item for another company
has been inadvertently included.
 Use a paperknife to open the mail, taking special care not to leave enclosed items in
envelopes or hidden under discarded wrappers, etc.
 To avoid related documents from becoming separated they should be stapled together.
 Each incoming item should be date stamped to keep a record of when a document was
received.
 Record all remittances (cheques, postal orders, etc) in a remittance book.
 Mail should be sorted into the appropriate mailboxes.
 Prioritize the sorted mail
 Store important information in some recording media such as magnetic tapes. This is
called archiving.
 Distribute the mail to the appropriate department.
Recording and stamping
These tasks may be performed by one or more employees.
 Examine each letter to see if it has been signed and that any enclosures mentioned are
attached.
 Cross-check each envelope with the inside address.
 Fold the papers carefully and neatly before inserting them into envelopes.
 Assemble small packets for dispatch
 Seal or fasten the envelopes and packets

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  Weigh each item and affix postage stamps of the correct value or frank using a franking
machine
 Enter the details into the postage book
 Arrange the dispatch of envelopes and packets. It the package is urgent it may be
necessary to use a courier service rather than the postal service.

Procedures for dispatching mail

Mailing lists
Most businesses have developed a mailing list of all their customers and prospective
customers through the years. By doing so they are able to send brochures and other
advertising materials in addition to general correspondence to their clientele. It is necessary
to ensure that these lists are complete as possible. Since each extra address inflates the cost of
the mailing- not only postage, but printing, envelopes, insertion cost and addressing must be
paid for.

Use of postage books

A postage book is used to keep a record of the stamps used, of postal packets dispatched and
the name and address of the receiver. A column labelled “Fol”, short for “folio”, is reference
column.

AUTOMATION OF MAILING ACTIVITIES

1. Mail merge
2. Addressing machines
3. Franking machines
4. Letter openers
5. Folding machines
6. Collating machines
7. Sealing machines

Home work
Explain each of the mailing activities above using 2 sentences.

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 CHAPTER THREE
RECRUITMENT AND
ORIENTATION

RECURITMENT AND ORIENTATION

31
STARTING THE JOB SEARCH
Your attitude and focus on achieving your goals are critical elements in finding employment. It is
important for you to understand the job selection process particularly from the perspective of
employers. The company will be seeking someone who will support their objectives-to provide
ideas, a service or to sell a product. It is for this reasons that they hire employees. As a
prospective employee, you should communicate effectively through your oral, written and visual
skills the ways in which your work will make a contribution to the organization’s success.

SOURCES OF JOB INFORMATION

There are many ways to obtain information about possible jobs and vacancies. The computer has
facilitated electronic means via the internet. The traditional modes of job sources continue to be
the most common for obtaining job information. These are:
 Newspapers
 Employment agencies or bureau
 Electronic media
 Internet
 Personal contact
 Trade journals
 Company newsletters
 Magazines
 Guidance counsellor
FACTORS TO BE CONSIDERED WHEN SEEKING A POSITION
The job search process should begin with individuals asking a series of questions to determine if
they should apply for a job with a company. These questions will be based upon many factors
that are worth considering. These factors relate to:
 Career interest
 Personal taste
 Training offered
 Qualification
 Salary and fringe benefits
 Location
 Image of the firm
 Career advancement
PREPARE APPLICATIONS FOR A JOB
Procedures for making applications
When you decide that you are ready to apply for a particular job, you may do so either;

32
 o Completing an application form obtained from the company’s Human Resource
Department
o Preparing a personal data sheet or resume and writing a cover letter ( of application)

APLLICATION FORMS
Many companies have application forms that are available for completion either before or on the
day of the interview. Many jobs applications are rejected and persons lose an opportunity to be
hired because they did not ensure that they completed the application form with due care and
attention. It must be remembered that all questions on a job application form are important and
the information requested is regarded as essential.

GUIDE TO COMPLETING APPLICATION FORMS

o General information- this section requests information such as name, address, telephone
number, email address, date of birth, age and the position applied for.
o Address- use home address or one where you can easily be contacted, e.g. through a
telephone call or personal visit.
o Education- list the educational institutions attended starting with the most recent.

THE LETTER OF APPLICATION

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The letter that accompanies the resume is called the cover letter. Its purposes are to:
 Introduce the resume
 Summaries and focus on your strengths
 Help you gain an interview.
In several respects, your cover letter markets your skills and abilities. This letter should be
written with three main parts:
 Opening statement- that introduces the message. It also identifies the position
 Body – that is the main selling point. It should meet the employer’s needs
 Closing- that requests an interview. It should inspire action.

THE CURRICULUM VITAE (CV) AND THE RESUME

34
A personal data sheet or resume is also referred to as a curriculum vitae(cv).
The resume summarizes information about the individual in a concise and legible format. The
chronological style is the most popular resume format. It lists information year by year with the
most recent first. This style is best used for applicants who possess a variety of work
experiences.
However, there are similarities and differences between a resume and a curriculum vitae.
Whether you choose to format your resume in the chronological or functional style, the
following categories must be provided with relevant information:
 Personal details
 Goals or objectives
 Educational qualifications
 Work experience
 References

FOLLOW- UP LETTER

35
 A response to your job application is called an Acknowledgement. In some instances,
companies receive thousands of applications for one advertised position and it may not be
possible to acknowledge them all. In instances when an acknowledgement letter is sent, this is a
form courtesy and it is regarded by the applicant that is likely that more consideration will be
given to the application. As part of the job search process, it may ne necessary to write a follow-
up letter if an unsolicited application (resume and cover letter) generates no response within a
reasonable time- approximately three months. The follow-up letter serves the following
purposed;
 Informing of your continuing serious interest
 It gives you the opportunity to highlight your qualifications and where necessary add new
information by submitting an updated resume.
Attention should be drawn to the application by date, and the fact that a follow-up letter is now
being sent to advise the company that you are still interested.

FOLLOW-UP LETTERS- WHEN NO REPLY HAS BEEN RECEIVED

In other instances, applicants are encouraged to write a follow-up letters if time has
lapsed- approximately six months- after they were advised that there is no vacancy. When a
follow-up letter is written, attention should be drawn to the application, by date and the writer’s
continued interest in a position.

ACCEPTING OR DECLINING A JOB OFFER

When a job offer is being accepted or declined, an appropriate letter should be written. It is likely
that you accepted or declined the position over the telephone, however, it is best to write a letter
to confirm and formalize the information.

TYPES OF LETTER
1. Application letter
2. Resigning from a job
After you have worked in a position for a tine, you may wish to leave. It may be that you
received a better offer from another company or for other personal reason. You will have
to write a formal letter which will be retained in your job file after you have left the
company. It is important to remember that great care and attention must be paid to the
tone and messages conveyed in the letter.

3. Application for leave

36
 When you start working in an organization you will be informed of your entitlement of
benefits provided by the company. These will include vacation, sick and even
bereavement leave.
PREPARING FOR A JOB INTERVIEW
A job interview is the gateway to the world of work, new experiences and opportunities for
responsibilities, an income, new acquaintances and possibly friendship, as well as work
experiences. Time should be taken to prepare for an interview. Doing so will help to eliminate
possible nervousness and my contribute to confidence and self-assurance. An interviewee’s main
objective is to market his or her knowledge, skills and attitudes and to demonstrate that he or she
is the best person for the job.

Factors to be considered.
An interviewee should focus on the following elements as part of the preparation process:
 Punctuality
 Appearance
 Awareness of personality
 Evidence of preparedness

Selection of attire
First impression is very important. In preparation for the interview, you should dress in a
businesslike manner by avoiding clothes, make-up and styles that might be considered casual or
sporty. Pay close attention to neat simple clothes and personal appearance- hair, shoes, personal
hygiene. This will offer more self-confidence. You should strive to portray a well-groomed
professional look.

Deportment
The interview process begins as you leave your home. More specifically, within the vicinity of
the company and in the reception area, there may be members of staff who are observing and
pre-interviewing candidates as they arrive. The first contact person will usually be security
personnel or the receptionist. The interviewee should offer a pleasant greeting, state his/her full
name and the time of the appointment, as well as the name or designation of the person he/she is
to meet.

37
Research on the organization
As part of the preparation process, an interviewee should conduct some research on the
company. Some areas of research will include:
 The nature of the business
 The size of its operation
 Its status and levels of profitability
 Its clientele, the public or a target group
 Its organizational structure.

Personal question
The candidate should be prepared to answer personal questions about interests, achievements at
school, family and friends as well as in other areas.
Some questions asked to interviews are:
 Tell us about your self
 What are some of your personal goals?
 What are your expectations of the job?
 As a young person, what are your impression of other young people in the country?
Portfolio, evidence of qualifications
It is advisable to take personal documents birth certificates, some form of identification such as
an ID card or passport, original copies of certificates and diplomas and a copy of your resume
and cover letter. These documents should be carried in a neat envelope or document case.
THE WORK ENVIRONMENT
The world of work is very different from the environment at school and college. There are
national labour laws that relate to work, and govern the relationship between employers and
employees.
1. Labour laws
The constitution of any country is usually a written law that recognizes and guarantees its
citizens certain basic human rights and freedoms. These may include the right to life,
liberty and property, the right to equality before the law and the right to freedom of
expression.
2. The industrial relations Act
In most industrialized countries, there are laws in place that relates to the world of work.
Some of the rights the IRA includes:
 The right to freedom of association and assembly
 The right to collective bargaining
 The right to take industrial action.

38
 CHAPTER FOUR
RECORD AND
INFROMATION
MANAGEMENT

RECORD AND INFORMATION MANAGEMNT.

39
Records play an important role in our lives and in the running of a business. All sorts of
information related to business-the way it started, its assets and liabilities, debtors and creditors,
income and expenses, whether it is gaining or loosing-is recorded and stored in documents for
use from time to time.
Information management is the application of a record management system or technique to the
collection and storage of information in a systematic manner for preservation on paper, disk or
tape, for a specified period, to facilitate easy and quick retrieval for release to authorized
personnel. It also involves maintaining, sharing and tracking documents on loan, protecting and
disposing of dead files after the specified retention period. Files are group according to
categories and are arranged according to systems.

Categories of records.
1. Essential records- these contain vital information crucial to the management and
development of a business and cannot be replaced if damaged, for example, legal
documents such as deeds.

2. Valuable records- these contain important information, sometimes of a confidential

nature and can be replaced if damaged but only at a great cost, for example, personal
records, company policies, etc.

3. Current records- these contain specific information which helps in the smooth daily
running of a business and can be replaced if destroyed but with delay and inconvenience,
eg, correspondence, transaction of the business journal entries.

4. References records- these contain information about the business to which reference is
made from time to time, eg, union documents, rules and regulations, reference manual
and first aid hints.

Characteristics of information management system.

 Data input- the activities that involves the collection of raw information from within the
organization.
 Data throughput or processing- the conversion of inputs of raw data collected into a
useable form.
 Data output- the transfer of the processed information to the people who will use it.
 Feedback- enables people to examine the output, make conclusions, recommendations or
corrections.
 Retrieval of information- describes the task of obtaining filed or stored information or
data for use. The retrieval can be done electronic.
40
  Archiving- describes the task of moving less-active information to other storage places to
free up space for files that are currently in use. There are 2 method used referred to as
the:
 PERPETUAL TRANSFER METHOD, which allows files to be moved on a
continuous basis.
 PERIODIC TRANSFER METHOD, which is basically the transfer of files to the
inactive storage at specific time of the year.

Characteristics of an effective record management system

Instances where the majority of records are paper-based they are more commonly known as
filing systems. Filing systems result in a mass of paper that must be managed with efficiency and
effectiveness. Its requirements are:
 Access- ensures that information is available to those who need it in the shortest time
possible and at the least cost.
 Security- involves the use of control mechanisms, eg, passwords.
 Accountability- relates to the general quality of the information and its usage.
 Expansion- system must be capable of being expanded when more records are stored.

Duties of a record management clerk

Some of the duties are:
 Preparing documents
 Processing data
 Manage records
 Retrieving information or record

CLASSIFICATION OF RECORD MANAGEMENT SYSTEM

A firm can receive hundreds of pieces of correspondence each day. It can also send hundreds of
pieces of correspondence interoffice on daily basis. There are number of systems that can be
used to secure records, each with its advantages and disadvantages and suitability for certain
documents.
The different classification of records management systems are:
1. Alphabetical- correspondence
2. Geographical- travel documents
41
 3. Subject- contracts
4. Chronological- minutes of meetings
5. Numerical- order, insurance polices
6. Electronic- spreadsheet

1. ALPHABETICAL SYSTEMS
In the alphabetical system of filing all material is stored in order of the alphabet (A-Z).
This is the most commonly used system and it is applicable to paper-based and electronic.

RULES FOR FILING PEOPLE’S NAMES IN ALPHABETICAL ORDER

1. People’s names are generally filed in alphabetical order by surname. Example, George
Patterson will be filled as Patterson, George

2. Indexing several people with the same surname- the sorting must be done in alphabetical
order of first names, second names and so on. Example,
Names Filing Order
Rosalind S. Nurse Forte, Garry
Oliver Ramesh Gobin Gobin, Oliver Ramesh
Garry Forte Gobin, Patrick
Patrick Gobin Lee, Jennifer K.
Jennifer K. Lee Nurse, Rosalind S.
Michael Edward St Paul St Paul, Michael Edward

3. Name and initials -An initial or single letter goes before a name or word beginning with
the same letter. The principle of nothing comes before something applies.
Names Filing order
Williams T. Williams, (Mr)
Williams Travis Williams, T.
Williams, (Mr) Williams, Travis

4. Names beginning with Mac and MC- are Filed as they are spelled. Disregard the
apostrophe.
Names Filing order
Peter McPherson MacPherson, Peter
Peter MacPherson McPherson, Peter
Peter M’Pherson M’Pherson, Peter

42
5. Names with title- titles, e.g., prof., Dr, Col., are always placed at the end of a file name
and are not included when indexing. Other titles such as Mrs, Miss or Ms should be
placed in parentheses and are not included.
Names Filing order
Dr Paul Flament Flament, Paul Dr
Miss Heather Y. Skinner Skinner, Heather Y. (Miss)
Sister Nita Rue Rue, Nita Senora

6. Hyphens and punctuation- in names are ignored. Hyphenated names are treated as one.
Names Filing order
Barbara O’Keller Hart-Paul, Delia Marie
Delia Marie Hart-Paul O’Keller, Barbara

7. Prefixes in names- a prefix in a person’s name is treated as part of the name following it,
although there may be spaces or capital letters. Example of these are St, Ste, Van, Vande,
Di, Dos, El, Fitz, ll, Le.
Names Filing order
Williams T. Williams, (Mr)
Williams Travis Williams, T.
Williams, (Mr) Williams, Travis

8. Abbreviations, shortened names and seniority designated

Names with abbreviations (Thos, Wm) are treated as written in the shortened form of the
name.
Names Filing order
William (Wm) Richard St Agan, Yasmin Y.
Brumell Burmell Williams (Wm)
Yasmin Y. Ste Agan Richard

Seniority designations (ll, Sr) are placed at the end of the abbreviated form. Numeric
designations are filed in a sequence before alphabetical designations (ll, Jr, Sr). Arabic
numbers are filled in numeric sequence before Roman Numbers (1, 3 III, IV)
Names Filing order
L.S Smith Smith L.S
L.S. Smith II Smith L.S 4th
L.S. Smith 4th Smith L.S II

43
RULES FOR FILING BUSINESS NAMES
1. If a business name contains the name of a person- this must be considered first, example,
W.E Cotts Ltd will be filled as Cotts W. E Ltd

2. Prepositions, conjunction, articles

(a) If a business name contains no personal names, words in it are considered in the order
in which they occur
(b) When the occurs at the beginning of a name, it is placed at the end in brackets.
Names Filing and indexing order
East to West Fabrics East to West Fabric
The Marines Club Marines Club (The)
Quality Home Repair Co. Quality Home Repairs Co.
3. Symbols in a business name such as the ampersand (&), $, #, % are indexed as if spelled
in full. Example, Jack & Jill Bakery – Jack and Jill bakery

4. Hyphens and punctuation marks are ignored in indexing business names. Hyphenated
names are treated as one. Example, Ultra-light Filter Co Ltd – Ultralight Filter Co Ltd
Van’s Auto shop – Van’s Auto Shop

5. Single letters and abbreviations

Single letters in business names are indexed as written. When there are spaces between
each single letter, each letter is treated as a word when sorting alphabetically. Example,
C&S Carwash- C&S Carwash.

6. Prefixes in business names are filed as part of the word that follows it. Example, St Rose
Travel Agency will be filled as SaintRose Travel Agency
7. Titles in business names are filed as they are written. Example, Father Green’s Toy shop
will be filed the same.
8. Numbers in business names written as figures. Example, 25 Year Novelties is filled as
Twenty-five Year Novelties.
9. Numbers spelled out are indexed as written and arrange in alphabetical order. Example,
Ten Plus Dress Shop will be filled as the same name.

2. GEOGRAPHIC FILING
The geographic system uses the order of the alphabet to arrange place names, addresses of
persons and businesses. Within the general folder of a place, e.g., country, city, town or village,
records are stored alphabetically by names of the correspondents. This method of filing is most
appropriate for sales personnel, utility and real estate companies and organizations where
44
references is made by place names. In a filing cabinet, the main guides will bear the names of the
country, behind which secondary guides bearing the names of cities, towns or villages will
placed, arranged in alphabetical order. Individual folders bearing the names of the
correspondents are arranged alphabetically behind each city, town or village guide.
 Names of the countries, cities, towns and other geographical locations comprising
more than one word are indexed and filled as they would be if each part of the name
were separate.
 Addresses -in instance when the names of persons or businesses are the same, the
name of the town or city in the address is used to determine the alphabetic order.

Names Filing and indexing order

New York City Bankers Fort George
Fort George New York City Bankers
New York City Hospital New York City Buses
New York City Buses New York City Hospital

3. FILING BY SUBJECT
The subject method is the alphabetical arrangement of information according to subjects. Folder
tabs carry the subject names, e.g., hardware stores, Health Care, Student services. Within each
subject folder, records are placed in am alphabetical order by the names of correspondents. This
method is used when the content of the records is the variety of information is placed.

4. NUMERICAL FILING
In this system records are given numbers and then stored in numerical order. This method is
suitable for filing financial records, invoices, requisitions, purchase orders, delivery notes,
insurance policies and other forms of correspondence that bear numbers.
Health Care Facilities 1000
Arima Health Care Facility 1001
Arouca Health Care Facility 1002
Hospitals 2000
Anguilla General Hospital 2001
Antigua General Hospital 2002
Insurance companies 3000
American-Caribbean Health Insurance 3001
Barbados Health Insurance Brokers 3002

5. CHRONOLOGICAL FILING

45
 The chronological method stores information by calendar date. It is used for daily reports,
statements, orders etc. where dates are important reference points. The most recent information is
placed at the top of the file.
Some organizations use this system for a “Chrono File” or “Reading File” because copies of all
daily correspondence are arranged by date. It then provides a convenient method of locating
correspondence should queries arise.

6. ELECTRONIC FILING
An electronic record is stored on media that can be accessed or modified. Examples of these are
flash drives and hard drives. A digital record on a media can include microfiche or CD storage
facilities. These use filing system that are computer-generated and driven. These systems are
faster than manual systems. When implementing an electronic system, the following
considerations must be made:
 The cost of the equipment
 The associated costs- training
 The level of speed and accuracy
 The department using the systems
 Space required
An electronic system utilizes computer hardware-desktops or laptops, printers and software.
Software includes the programs that perform the input, processing, storage and output functions.
Software applications include word processing, spreadsheet, presentation, graphic and e-mail
software. These programs may be purchased or written to meet the specific needs of the
organization. Electronic systems may utilize alphabetical, geographical, subject, chronological or
numerical filing, or any combination of these.
The phases of the life cycle of an electronic record are its:
 Creation
 Storage
 Distribution
 Use
 Maintenance
 Disposal

INDEXING: METHODS AND PROCEDURES FOR CROSS-REFERENCING

46
Indexing-arranging the parts of a name, subject or place in order in which they are to be filed.
Each part of a name, subject or place is called a unit when the name is arranged for filling
alphabetically.
Cross-referencing is used when a file is identified by more than one name. A card is prepared
for the name under which the file will be placed, in addition cross-reference cards are prepared
for each of the names under which the file may be found. The cross-reference card bears a note:’
‘refer to xxx’ or ‘see xxx’. It indicates that the location of the file so that when a check is made
under one name, the cross-reference card will show the name under which the item is filed.
Out sheets
An out sheet is a form that is kept at the front of a file folder. Documents that are on loan from a
file Folder are recorded on the out sheet. Each out sheet has spaces for writing the name of
person borrowing the record, the department, the date it was borrowed, the subject of the item
borrowed and the date of return to the file folder and storage. When the items that were
borrowed have been returned the sheet is completed to show the date of return.
Name of Borrower’s name Borrower’s Date Borrowed Date Returned
document department
SL Partners Ria Bradshaw H.R. Dept November 11, November 15,
2011 2011

Out guides or card

An out guide or card is used to replace an entire file that has been removed from storage. When
the file is returned, it guides the clerk to the exact place from which the file was taken. This card
is made of heavy material with the word ‘OUT’ on the tab. It also carries space on its front to
enter details of the file that has been taken out and when it is returned. This enables tracking of
the file if it is needed or overdue. It also serves to report on the history of usage of a file.
Tickler file
A tickler file is known as a follow-up file which is a reminder system arranged by dates. It serves
to remind its user of a specific action that must be taken on a specific date.
A diary is often used as a follow-up or tickler system. Reminder notes are written for specific
dates and events. The diary and its notes should be checked on a daily basis.
Colour Coding
Colours as signals or colour coding refers to the use of colours in information management
systems to make it easier to find files and to enable misplaced files to be traced easily. In colour
coding, different colours are used to divide segments or sections of the systems. Examples are
files A-C (brown); D-F (green); G-I (red) and so on. In some cases, different coloured file folders
are used and in other instances different coloured labels are used.
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Shared database
Creating a database that can be accessed and shared out by other users makes it easier for people
to get information.

CHAPTER FIVE
RECEPTION AND
HOSPITALITY

48
Contribution of reception desk to the organization

Introduction
An organization employs someone to receive telephone calls and visitors before they are directed
to the persons concerned. The manner in which such a person handles callers or visitors help to
create the image of the organization, whether it be public views positive or negative views.

Contribution of the reception desk

Maintaining good relationships between the organization and the public
1. Making the first communication contact with members of the public.
2. Receiving and welcoming visitors to the organization in a pleasant manner.
3. Providing accommodation, reading material, cold water or coffee and entertainment
(radio/TV) for visitors while they are waiting to be attended to or to see someone.
4. Providing a special desk for which information or assistance can be given to
caller/visitors.

A receptionist can maintain good interpersonal relationships with members of the public
by being: -
1. Polite, courteous and friendly to everyone.
2. Attentive to people’s problems and views but at the same time avoiding gossip.
3. Calm/resilient
4. Co-operative with co-workers
5. Willing to render positive assistance but objectivity.
6. Reliable and discreet in dealing with people
7. Confidential about information received
8. Efficient, effective and professional in performing duty
9. Efficient in making and cancelling appointments

Receptionist can maintain a positive image of the organization by: -

1. Always having a positive attitude about the particular position and the organization
2. Being well informed about the organization- names of personnel, its goods and services
in order to persuade callers/visitors to patronize the organization, to assist in advertising
and to give information
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 3. Maintaining composure during emergencies and difficult situations
4. Being courteous, kind, helpful and pleasant even if treated otherwise
5. Giving callers/visitors full attention
6. Being discreet in divulging information
7. Being punctual at work

Duties of a receptionist
Introduction
A receptionist is an officer who receives visitors to an organization. Visitors usually proceed to a
conspicuous area where they are welcomed by the receptionist. The rea or room designated for
visitors is called the reception/hospitality area.
Duties of a receptionist
1. Receiving and screening visitors
2. Keeping the reception register (visitors’ register or register of callers)
3. Receiving and filing business cards
4. OPERATING THE SWITCHBOARD
5. Directing and introducing visitors to an executive
6. Redirecting visitors to other personnel
7. Handling appointments on behalf of an executive
8. Receiving messages, letters and parcels for transmission to executives and members of
staff
9. Maintaining the reception area-adequate and suitable furniture, reading material about
organization and its goods/services, entertainment equipment (tv/radio) and facilities with
drinking water for visitors.

Actions to be taken when a visitor arrives (receiving/screening visitors)

1. Welcome the visitor in a pleasant manner
2. Ask the visitor for his business card or enquire from him his name, organization, if any,
address, telephone number and purpose of visit. Enter details in reception
register/computer
3. If the visitor has an appointment, check the appointments book to verify the information
4. If the visitor has no appointment, scrutinize and screen the visitor, if necessary.
5. Ask the visitor to be seated while you contact the person whom the visitor wishes to see

Procedures for the receptionist when receiving parcels.

a) Ask for the delivery or consignment note.
b) Ensure that the goods were indeed ordered by checking the order number on the note against
the purchase order or with the person who ordered the goods or the purchasing department.

50
c) Examine the condition of the parcels.
d) Check the number of items with the quantity stated in the delivery or consignment note.
e) Open the parcels, if possible, and check the contents with the description in the delivery and
consignment note.
f) Write the delivery note any comments with respect to the condition which the parcels were
received, e.g. "received open", "received broken", "contents were not checked" or "received in
seemingly good condition".
g) Sign the delivery note.
h) Enter details in the goods received book.
i) Arrange for parcels to be forwarded to the right person or department.
j) If the wrong goods have been sent, inform the person or department which ordered them and
find out what action to take.

Procedures for the receptionist when receiving the mail

(i) Sign for any registered mail when the postman arrives.
(ii) In a large firm, send the mail to the records department.
(iii) In a small firm, deal with the mail in the following manner:

(a) Mail marked "personnel", "confidential" or addressed personally should not be opened.
(b) Open all sealed business mail first, then the unsealed mail.
(c) Remove the contents and unfold them flat.
(d) Attach any loose enclosure to the front of the respective letters.
(e) Date stamp all the letters.
(f) Write a note on any correspondence in the margin where an enclosure is mentioned but not
sent with the correspondence and initial it, e.g. "not enclosed
(g) Write on any correspondence, information regarding remittances enclosed, e.g. amount and
method of payment.
(h) Record in the incoming mail register, information of all correspondence received.
(i) Complete circulation slips and attach to documents that have to be seen by more than one
person.

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(j) Sort the correspondence for distribution.
(k) Arrange the mail to be distributed to the respective persons.
(l) Check the envelopes to ensure there is nothing in them before disposing of them or putting
them away for reuse.
(m) Deliver remittances to the cashier and let the cashier sign for them
Procedures for the receptionist when handling the mail of the boss while he/she is away

(i) Open all envelopes; take out the contents and unfold them.
(ii) Attach loose enclosure to the front of the respective document.
(iii) Date stamp all correspondence.
(iv) Read the correspondence and take the following actions:
Note:
(a) Acknowledge receipt of all correspondence.
(b) Place in a pending folder correspondence that does not require urgent attention.
(c) If there is any correspondence that should be seen by another person, attach a circulation
slip to the correspondence and send it to the person.
(d) Check files and reply on behalf of the boss to any correspondence that you are capable of
answering.
(e) Phone the boss and inform him/her of any correspondence that requires urgent attention
and which you are not capable of answering. Take necessary actions as suggested by the
boss.
(f) Organize all unanswered correspondence in order of importance and urgency and place
them in a folder- pending folder.
(g) Record any action taken on correspondence.

Responsibilities of a receptionist
(a) Organizing the reception desk.
(b) Making visitors comfortable while they are waiting to see an executive.
(c) Maintaining an effective reminder system.
(d) Maintaining good relationship between the organization and members of the public.

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 (e) Safeguarding confidential information and ensuring there is someone at all times at the
reception desk to attend to visitors and to handle telephone calls.
(f) Defending the organization against unjustified criticism.
(g) Observing safety and security procedures.

How a receptionist can manage and maintain the reception area

(a) Keeping the reception desk, waiting room, furniture and equipment clean and orderly.
(b) Keeping only essential supplies and references on the reception desk.
(c) Putting suitable and informative reading material in the waiting room.
(d) Setting her priorities and planning her work.
(e) Preparing the Reception Register with information about each visitor and recording
details of appointments immediately in the Appointment Book/Diary.
(f) Giving visitors appointment cards for follow-up visits.
(g) Ensuring that there is someone is in attendance at all times at the reception desk.
Attributes of a receptionist
(a) Smart appearance- well-groomed hair, cheerful facial expression, with the right
make-up, suitable and comfortable clothing with appropriate accessories.
(b) Pleasant disposition- ability to deal with people and remain calm under pressure.
(c) Willingness and ability to use initiative.
(d) Tact and diplomacy in handling a given situation.
(e) Knowledge of names of personnel and of policies of the organization.
(f) Ability to be organized at all times- work and reception area.
(g) Good listening, communication and telephone skills.
(h) Flexibility- ability to adapt cheerfully to changing situation and moods.
(i) Good interpersonal relationships and the ability to interact pleasantly and
appropriately.
(j) Confidentiality in safeguarding information at all times.
(k) Good manners.
(l) Efficiency and reliability in the performance of duties.

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 (m)Punctuality and ability to meet deadlines- dependability.
(n) Ability to work independently.

MAKING APPOINTMENTS

Factors to be considered when scheduling appointments

(a) Executive’s routine activities,
(b) Time necessary for discussion with receptionist or secretary.
(c) Time for dealing with mail.
(d) Meetings
(e) Priorities
(f) Travelling time for appointments away from the office
(g) Time for social appointments of executive and spouse must be convenient to both of
them.

Procedures for the receptionist in making/scheduling appointments on behalf of an

executive
(a) Consult the executive or compare the executive’s diary with her own diary to coordinate
all appointments.
(b) Space appointments and follow the time for the executive’s routine activities and dealing
with the mail.
(c) If the executive would like to see someone, inform the person by telephone of the
appointment. Send a letter the same day, if possible, to confirm appointment.
(d) When negotiating time, consider priorities and suggest a convenient option.
(e) Note all appointments both in the executive’s diary and her own diary.
(f) Write information of appointments on the executive’s calendar and her own.
(g) Remind the executive a day in advance and on the morning of all appointments.
(h) Give precedence to appointments made by the executive over those the receptionist
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 scheduled
(i) Inform security daily of appointments for the following day.

Procedures for a receptionist when making an appointment for a visitor to see an executive

(a) Enquire about the person’s name, address, telephone number, purpose of the visit and the
executive who the person wishes to see.
(b) Record information in reception register.
(c) Check executive’s diary or consult with executive to decide on a suitable day and time.
(d) Make and present caller with an appointment card.
(e) Write information in Appointments Book.
(f) Write information in executive’s diary and the receptionist’s diary.

Procedures for receptionist when dealing with a visitor who arrives for an appointment
with the boss who is unavoidably out on official business
(a) Verify whether the visitor has an appointment.
(b) Apologize on behalf of the boss and explain that he is out on urgent business.
(c) Enquire whether the visitor would:
(i) Like to talk with another person instead
(ii) Prefers a new appointment date
(d) If the visitor would like to talk with another person, arrange for someone to see the
visitor.
(e) Give the visitor a company visitor’s badge and direct him to the person’s office or
introduce the visitor personally.
(f) If the visitor would prefer a new appointment date, cancel the present appointment date in
the diary of the boss and record a new appointment date and time.
(g) Give the visitor a new appointment card.
(h) Record a new appointment date in the Appointments Book and diary.
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 (i) Collect the visitor’s badge if given and wish the visitor a pleasant day.
(j) Remember to inform the boss when he/she returns to the office.

Procedures for a receptionist when cancelling an appointment someone made to see the
boss

(a) Inform the person with whom appointment is made that the appointment is cancelled.
(b) Give reasons for cancelling the appointment and apologize on behalf of the boss.
(c) Arrange a new appointment date and time convenient to the boss and the person.
(d) Cancel the old appointment date and time in the diary and in the diary of the boss.
(e) Record the new appointment in the Appointments Book, the diary and the diary of the boss.
(f) Write a letter to the person, if possible, confirming the new appointment date and time.
(g) File carbon copy of letter in File of Appointments.
(h) Inform security a day in advance.

The Reminder System

Importance of reminder system
(a) To secure documents and to adequately prepare in advance for appointments/meetings
(b) To meet deadlines
(c) To follow-up discussions- assignments
(d) To book accommodation, flights, etc. In advance.
(e) To cater for refreshments in advance.
(f) To keep up-to-date on things to be done.
(g) To remember dates of past events
(h) To remind your employer/supervisor about obtaining/renewing documents such as
passports, visas and driver’s permits.
(i) To remind your employer/supervisor about birth/anniversary of spouse or other relevant
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 events.
(j) To plan for social- cultural events

Reminder systems used by a receptionist

1. Calendar
2. Diary
3. Tickler file
4. Appointments book/File of appointments
5. Internal telephone directory
6. Year planner

Importance of diary as reminder system

(a) It contains particulars about appointments or activities to be taken.

(b) It can be consulted for dates and times of appointments and actions to be taken.
(c) It can be referred to for dates and times of past appointments.

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CHAPTER SIX
MEETING

58
MEETING
INTRODUCTION

Any meeting involves several persons. A special name is assigned to each person depending on
the role he/she plays at a meeting. The key persons at any meeting are the officer who controls
the meeting and the person who assists this officer.

Familiarity with terms associated with business meetings, including:

 ad hoc- a meeting is ad hoc when it is convened deny for one specific purpose as in
the case of the d to make a decision on a pressing matter. In other words, it is not
part of the normal cycle of regular monthly meetings.
 quorum- the minimum number of people required to be in attendance at a meeting so
that the meeting can go ahead. The number of people required for a quorum at a meeting
will be stipulated in the by-laws or Articles of Association of the company or the rules of
the organization.
 casting vote- if an item under discussion at a meeting is subject to a vote, and there are
equal votes for and against, the person who is chairing the meeting will vote so that a
definite decision is made.
 adjourn- stopping a meeting that is in progress. An adjournment may be for a short
break, or it may be simply end of the current meeting.
 postpone- cause or arrange for (something) to take place at a time later than that first
scheduled.
 cancel-decide or announce that (a planned event) will not take place.
 proposal-a plan or suggestion, especially a formal or written one, put forward for
consideration by others
 motion- is a formal step to introduce a matter for consideration by the group that is
meeting. It is proposed by an individual attending the meeting. When a motion is 'passed
‘or 'carried', this means that it is agreed upon by the majority of people attending the
meeting. Action then takes place after the meeting.
 resolution- a formal expression of opinion or intention agreed on by a legislative body or
other formal meeting, typically after taking a vote.
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  ratify - to approve or express consent at a meeting, with regard to a motion that has been
proposed.
 rescind - to annul, revoke or cancel a decision previously ratified at a meeting.
 seconder - a person who supports a motion proposed by another person. It is usual for
someone to ‘second a motion to prove that more than one person wishes the motion to
be passed. Once a motion is seconded, it will then be discussed by everyone at the
meeting.
 verbatim - the use of the exact words as a direct quotation from a source, e.g. from a
written text or a speaker at a meeting
Documents associated with a meeting
Various documents used at meetings
(1) Notice
a notice of a meeting is a document prepared by the secretary of an organization inviting
members to a meeting. It contains the following information:
o name of organization
o type of meeting
o name of body convening the meeting
o venue, date and time
o the purpose of the meeting
o signature of the secretary

It is sent in advance of the date of the meeting to members concerned, to enable them to make
arrangements to attend, to query any matter and to suggest items to be included on the agenda.
The notice may be combined with the agenda and prepared as one document.
(2) Agenda
An agenda is a list of items in order in which they are to be discussed at a meeting. This
document is prepared by the secretary after consulting the chairperson. It is circulated
long before the meeting so that members may study the items to be discussed. It is
prepared as a separate document or combined with a notice or with a letter.

Items for the agenda are obtained from the following:

 Previous agenda, for compulsory items that are included in all agendas
 Previous minutes, for items on which discussion were postponed
 Regulations, for reports and elections
 Chairperson- matters of importance
 Secretary- matters of importance
 Members, for matters they wish to discuss.
There are two kinds of agendas, namely

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 (a) ordinary agenda (for members only) –
the items in an ordinary agenda maybe listed in the following order:
- apologies for absence
- minutes of the last meeting
- matters arising from the minutes
- correspondence
- reports
- items to be discussed
- any other business
- date and time of next meeting
these are followed by the secretary’s signature.

(b) chairman’s agenda

the chairman’s agenda contains, in addition to the information shown in the ordinary
agenda, additional information to assist the chairperson in conducting the meeting.
There is a wide right-hand margin for the chairperson to write notes.
(3) Minutes-
Minutes are a tangible record of the meeting for its participants and a source of
information for members who were unable to attend. It shows all the matters that was
discussed at a meeting and who are the personal that would have discussed or
question each point.

Importance of minutes:
 Confirm any decision made
 Record of any agreed actions to be taken
 Ensure allocation of funds
 Guidance of action.

THE ROLES OF PERSONNEL ASSOCIATED WITH MEETINGS

1. Chairperson- the person who presides at a meeting and ensures that the meeting is
conducted in accordance with the regulations as set out in the Article of Association or
standing orders.
2. Secretary- a person who is responsible for making arrangements for meeting, assisting
the chairperson during the meeting and preparing the meeting of the meeting.
3. Treasurer- the person who is responsible for managing the funds and for the financial
records of an organization.

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4. Proxy- a person authorized to attend a meeting and vote for a meeting who cannot attend.
5. Ex-officio member- a person who is invited to become a member of a committee by
virtue of his/her office or status. He/she has no voting rights.
6. Convener- the person who invites members to a meeting.
7. Proposer- the person who puts forward a motion at a meeting

QUALITIES REQUIRED OF PERSONS RESPONSIBLE FOR ORGANIZING A

MEETING:
 Organizing skill
 Good communication skill
 Public relation skills
 Ability to enlist assistance from others
 Initiative
 Resourcefulness
 Reliability
 Efficiency
 Tact
 Patience

TYPES OF MEETING

There are two types of meetings, namely:

1. Formal meeting
A formal meeting is one which is convened according to regulation, that is , a formal
written notice must be sent to informed persons who have to attend, of the place, date and
time of the meeting, and conducted according to committee procedures or standing
orders. Minutes must be prepared of the proceedings of the meetings as a record of what
took place.

Types of formal meeting:

 Ordinary general meeting is a meeting held at regular intervals according to the
regulations of the organization so that the committee may report to members in its
activities.
 Extraordinary general meeting is a meeting held when the need arises, to discuss with
any members especially business. Fourteen days’ notice must be given to members
information them of the place, date and time of the meeting and of any resolution and
also stating clearly the nature of the business to be discussed.

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  Committee meeting is meeting held periodically according to regulations of the
organization so that so that committee members (appointed or elected) may discuss
specific business for the organization and give advice or make recommendations to
management.
 Board meeting is a meeting held when the need arises so that members of the board of
Directors may discuss any business of the organization, e.g. approve expenditure and
sign contracts.
 Annual general meeting is a meeting held once a year according to the regulation of
the organization so that officers can present annual reports and financial statement to
members.
 Statutory meeting is the first meeting of a company held according to law, no sooner
than one month or longer than three months, after a company is entitled to start a
business so as to inform shareholders about the position and prospects of the
company.

2. Informal meeting
An informal meeting is one which is convened at short notice orally or by an informal
written notice. It is conducted in an informal manner.

Types of informal meetings are as follows:

 Departmental meeting is a meeting held by any department of an organization
when the need arises so that members of the department may discuss matters
concerning the department.
 Union meeting is meeting held between the human resources department and the
union when the need arises to discuss workers’ grievances or to introduce
anything that would affect workers.
 Managerial progress meeting- meeting between mangers and subordinates when
the need arises to discuss progress of activities.
 Staff meeting is a meeting held by management/principal when the need arises to
discuss with members of staff, matters concerning the organization and/or its
members.
 Teleconference / videoconference.
IMPORTANCE OF MEETING
Meeting are important to an organization because they enable members to assemble at specific
times and places to:
 Discuss the affairs of the organization
 Identify goals
 Obtain immediate reaction and feedback from others
 Ensure that objectives are achieved.
Some purposes of a meeting are:

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  Discuss matters concerning members and their organization
 Exchange information and views for planning
 Encourage and praise members
 Fulfil legal stipulation
 Negotiate agreement
ORGANIZING MEETINGS
There are set procedures for planning and arranging a meeting. Activities concerning a meeting
are undertaken from the time it is decided to hold a meeting and they sometimes continue
progressively one week before, the day before, the day of, the day after a few days after the
meeting. A variety of paperwork is involved.
Procedures for organizing a formal meeting
Meetings are conducted according to “Robert’s rule of order” which is a manual with rules for
conducting meeting in a civilized and orderly manner. The manual contains rules to guide a
chairperson in maintaining order during a meeting and also to guide members on how they
should participate at a meeting. “Robert’s rule of order” is also known as parliamentary
procedures or rule of order which is used for the conduct of parliament.
SUPPLIES REQUIRED FOR MEETING
A meetings folder with the following items:
 Attendance sheet for members to sign as proof of attendance
 Stationery
 Extra copies of agenda
 Minutes of previous meeting
 File of correspondence
 Standing order- to remind anyone of any matter concerning the conduct of the meeting
 Copies on motions submitted by members
 Notification from any member of any item to be included in the agenda
 Proxy instrument
 Any supporting papers and documents
EQUIPMENT REQUIRED FOR MEETING
 Microphone
 Overhead projector
 Computer
 Television
SECRETARY’S ACTIVITIES WITH REGARDS TO A MEETING

At the time it is decided to hold a meeting

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  To hold discussion with the chairperson and where possible, participants, to arrive at a
suitable date
 To agree, with those concerned, on the venue, date and time of the meeting
 To u with the chairperson items for the agenda
 To record date of meeting in her diary and chairperson’s diary if he/she is the boss.

On the day of the meeting

o to post directional signs at convenient locations and a meeting in progress sign outside
the door of the meeting room
o to open and ventilate the room early
o to check that the fan or air condition unit is working and leave it on pp
o to arrange seating and paper for writing
o to place meeting’s folder on the table
o to supply drinking water and glasses
o to check equipment to be used to sure they are working and place them in the room
o to be available to welcome participants and ensure that they sign the attendance register
sheet.
During the meeting
 To acquaint chairperson with items in the meeting folder
 To read letters of apology
 To read minutes of the previous meeting if they were not distributed to participants
 To make any corrections to the minutes as raised by participants
 To ask the chairperson to sign the minutes after they have been accepted
 To provide the chairperson with any information requested from documents in the
meeting folder
 To advice the chairperson on any points likely to arise during discussion

Immediately after the meeting

 To offer refreshments to participants
 To re-arrange the room to its original state
 To return everything that was taken into the room

THE FOLLOW-UP PROCEDURES RELATED TO DECISIONS MADE AT

MEETINGS.

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Filing and indexing minutes
It is important that minutes of meetings are kept in a separate file in chronological order. It will
be up to the records management supervisor or administrative assistant to determine how best to
organize the system. This system will allow for tracing the history of any action or decisions
made at the meetings of the organization.

CHAPTER SEVEN
TRAVEL ARRANGEMENT

66
TRAVEL ARRANGEMENTS

INFORMATION AND SERVICES REQUIRED FOR TRAVEL

One of the responsibilities of a secretary or office assistant is that of making travel arrangements
for member of staff. It is his or her responsibility to obtain the best transport and accommodation
possible within the limits of the budget. International travel requires that the office assistant
understands how to reserve flights and hotel accommodation and understands documents such as
passports and visas.
An Airline Tickets is a document created by airline or travel agency, to confirm that an
individual has purchased a seat on a flight on an aircraft. This document is then used to obtain a
boarding pass at the airport.
E-Tickets are known as electronic Tickets. A e-ticket is not physically printed on the tickets
stock and is instead stored in the computer reservation system of the airline
An Itinerary is a summary document, outlining day-to-day travel information, such as flight
schedules, hotel accommodation and car rental if applicable.
Scheduling appointment- preparing appointments schedule for each day is much the same as
preparing a travel itinerary. The core of the task lies in collecting ass information on scheduled
appointments in each country from the traveler, then verifying the information with the traveler
before he/she departs.
Hotel Reservation- there are 3 main ways that the office assistant can make reservation at a hotel:
 A list of all the major hotels and guest houses in a country can be found in local
directories, phone directories and yellow pages.
 Hotels in other countries can be found easily on the internet.
 Travel agents are able to book hotels both nationally and internationally.
Preparing Travel folders
The office assistant should verify that the person travelling has a valid passport and should also
prepare a travel folder containing: itinerary, tickets, visa or entry permit, hotel vouchers,

67
certificate of insurance, health certificates, traveler’s cheque, letter of introduction, list of
addresses and telephone number and map.

Time Zone
Time changes with longitude as a result of the Earth’s rotation from west to east. Hence, when
one half of the earth is facing the sun and experiencing day, the other half is away from the sun
experiencing night. There are two main ways of telling the time: the 12 hours clock and the 24-
hour clock. Example; 1:00 am is 12-hour clock and 13:00 hours is 24-hour clock.

Reading air, sea and land travel schedules.

Timetables or schedules produced by travel companies are supplied free of charge to the public
and are usually in the booklet or leaflet form. They are available from the companies’ ticket and
also from travel agents. It is also possible to access airline and ferry timetables via the internet.

Documents that may be required for travel

When preparing for a trip overseas certain documents are needed, including:
 Valid passport
 Visa/entry permit
 Health or vaccination certificate
 Tax clearance certificate
 Driver license
Monetary instrument.
Usual ways of taking money aboard, apart from currency, are:
 Traveler’s cheques- are purchased at banks or other financial agencies by travelers who,
for security reason, prefer traveler’s cheques o cash.

 Cash

 Credit cards

 Letter of credit- if large sum of money is needed abroad a letter of credit may be prepared
from a local bank. The letter is normally addressing to a bank in a city in the foreign
country and permits the user to withdraw funds from that bank when or if necessary.

 Debit cards/ bank card/ cheque card.

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 Bank draft- is drawn up by the bank on its account in another bank. It draws on funds it
has on deposit in another account.

CHAPTER EIGHT
HUMAN RESOURCE
DEPARTMENT

69
Human Resources
The Roles and Functions of the Human Resources office
The human resources of any organization are very important to the growth and development of
the organization. Robots and machines can perform certain functions but people are always
required to manage the organization and to ensure that the functions of production, distribution
and exchange of goods and/or services are carried out. The human resources office handles the
man power supply and deals with all aspects of staffing in order to obtain maximum output for
the benefit of the organization.
Roles of the human resources office-The role of the human resources office is to coordinate the
activities of the man power supply so that the organization can achieve its goals.
Functions of the human resources office
(a) Deciding on the size of labour force and catering for new employees in case of expansion.
(b) Preparing job description and job specification for jobs.
(c) Recruiting and selecting suitably qualified persons.
(d) Arranging introduction for new employees.
(e) Deploying employees to position where they will best perform effectively and efficiently.
(f) Evaluating performance of employees- staff appraisal.
(g) Training and retraining employees for the benefit of both parties- employer and employee.
(h) Catering of the welfare of all employees.
(i) Promoting, transferring, laying off, disciplining and dismissing employees.
(j) Devising redundancy schemes where necessary.
Recruitment
Recruitment is the term used for the selection of a new suitable qualified person for a vacant
position.
Recruitment procedures
(a) Identify the vacancy.
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(b) Decide on the kind of person required.
(c) Ascertain what training, skills and attitude that person should possess.
(d) Consider whether an internal or external person may fill the post.
Factors to be taken into consideration when short-listing applicants
(a) Meeting deadline for submitting application
(b) Qualities and presentation of information on application, e.g. spelling, grammar
(c) Age
(d) Qualifications, skills and training
(e) Related work experience
(f) Availability for employment when required
(g) Recommendations
(h) Applicants career objective with respect to the job
Induction/Orientation
Reasons for orientations/induction programme
(a) To welcome new employees
(b) To let them meet other new employees
Deployment
Deployment is the term used for the act of assigning employees to positions where their training,
skills and qualities are fully utilized for the benefit of the organization.
Evaluation/appraisal
Evaluation/appraisal is the term used for the periodic and continuous assessment of the
performance of employees. Evaluation/appraisal of an employee are to determine:
(a) His/her strengths and weaknesses

(b) His/her progress and whether rewards are necessary

(c) The degree to which he/she performs his/her duties and responsibilities

(d) His/her suitability for the present position or for another post for which he/she applied or
is being consider

(e) The needs of the employee

71
 (f) The training, skills and qualities required to make maximum use of his/her potentialities.

(g) His/her position in the organization

(h) The action to be taken, e.g. deploying, demoting, transferring, .

Training
Training is instructions given to employees so as to make them fully qualified and skilled
to a desired standard.
Types of training
 Orientation/Induction

Training given to new employees to assist them to adjust to the new environment.
New employees are sometimes assigned to an experienced worker(mentor).

 On-the-job

Training given to new inexperienced employees and apprentices to enable them to

learn:
(i) About the machines and equipment used on the job;

(ii) The necessary skills and technique involved;

(iii) The systems and procedures used in the organization.
 Off-the-job

Training given to employees to enable them to master the theoretical as well as the
practical aspects of their trades or professions over a number of years through part-
time, block-release, day-release and sandwich courses centers, school and institutes.
 Supervisory, management and human relations

Training given to senior employees with initiative and experience in a variety of

office jobs in different positions in different departments. The purpose of the training
is to enable the senior person to learn the techniques of supervision, human relations
for organization and management. This is so that they can use their judgements in
making decisions on behalf of the organization.
Employees welfare facilities provided by the organization
(a) Pension scheme

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 (b) Superannuation scheme

(c) Medical/health plans

(d) Safety regulations and safety wear

(e) Company vehicle for senior staff

(f) Company house for senior staff

(g) Sporting and recreational facilities

(h) Canteen facilities and rest rooms

(i) Training courses and scholarships

(j) Day care centers

(k) Profit/bonus

(l) Personal guidance and counselling

(m)Wealth creation advice/financial advice

(n) Company ambulance

Disciplinary policies and procedures

Disciplinary policies and procedures are the term used for the method for dealing with a
violation of the policy of an organization an organization usually has written rules and
regulations for dealing with different offences. The policy outlines the standards of conduct at
the workplace. The procedures deal with the adherence of the standards.
Relationship of the human resources office with other departments
The human resources office has a member on various committees in the organization so as to
listen to and the air views of the human resources departments. It liaises with the other
departments to keep informed of:
(a) Vacancies to be filled so that the right person may be recruited.

(b) Employees’ work-related problems and departmental problems so that they may be
resolved promptly.

(c) Progress reports on employees so that the employees may be persuaded to work
effectively and efficiently

(d) Employees’ personal problems so that the necessary support, advice or counselling may
be given.
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The human resources office also liaises with other departments and agencies, e.g.
- the Purchasing Department to purchase the supplies and equipment required for the office

- the Accounts Office to pay its employees

- the media, to insert advertisements and with employment agencies, to inform them of any
vacancies that exists.

Importance of the human resources office to an organization

(a) It ensures that the right kinds of persons are employed.

(b) It assigns employees to feel comfortable in their new environment.

(c) It assigns employees to positions where their potentialities can be fully utilized.

(d) It monitors the performance of employees and encourages them to improve.

(e) It encourages employees to enhance their total development.

(f) It provides for the total welfare of employees.

(g) It deals with employees’ problems quickly and fairly.

(h) It tries to maintain favorable interdepartmental, industrial and public relations.

Promotion is the upgrading of an employee from one position to a higher position after securing
a higher rating when appraised and if there is a suitable vacancy.
Transfer is the releasing of an employee from one section/area/branch and posting to another
section/area/branch of the same organization at the request of the employee or his/her supervisor
or at the recommendation of management.
Layoff is the termination of the services of an employee at the organization when there is need to
reduce the number of employees because of poor business/slow turnover of goods and services
or financial difficulties the organization is experiencing.
Dismissal is the termination of the services of an employee at an organization as a result of the
employee’s fault.
Resignation is the termination of an employee’s services at an organization by the employee.
Grievance is unfair treatment resulting in cause for complaining, e.g. Discrimination at
workplace or wrongful suspension/dismissal.

Duties and responsibilities of a human resources clerk

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Introduction
A person employed as a clerk in the human resources office must be a trustworthy person who
keeps the records of employees and assists them in the recruitment activities. Such a person has
certain responsibilities to ensure the various duties of the job are performed satisfactorily with a
high degree of confidentiality.
Duties of a human resources clerk
(a) Preparing and maintaining employees’ files with personal records, e.g. Personal history,
application form/letter, ...

(b) Processing and filing personal records, e.g. contracts of employment, leave records, etc.

(c) Short-listing applicants and preparing for interviews.

(d) Drafting routine letters, e.g. reply to request for information for vacancies,
acknowledging application and inviting applicants for interview.

(e) Making arrangements for interview with short-listed applicants.

(f) Handling telephone calls.

(g) Preparing leave roster.

(h) Attending to staff welfare.

Responsibilities of a human resources clerk

(a) Providing and stocking an adequate supply of papers, forms and documents used in
the human resources office.

(b) Supplying non-confidential information to employees and the public on leave,

benefits, vacancies and training courses.

(c) Sending applicants for medical examination.

(d) Protecting confidential information from unauthorized persons.

(e) Liaising with other departments, trade unions, media and employment agencies

Benefits of legislation to workers’ welfare

Every employee is entitled to have a safe working environment, to have certain facilities to
ensure safety at work and to enjoy certain rights. The employer is bound by law to provide for
health, welfare, safety and happiness of its employees at the workplace. In order to protect
employees, government enacted laws which employers must observe.
Statutes for employee protection
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 (a) Factories, office and shops act

(b) Workmen’s compensation ordinance

(c) National insurance act

(d) Special provisions and regulations

(e) Minimum wage

(f) Equal opportunity

(g) Occupational safety and health act

(b) Protective guards or proper fencing off dangerous parts of equipment and machinery. Cordon
hazardous areas.
(c) Inexperience persons should not be permitted to work with any dangerous equipment or
machinery unless they are adequately trained and informed of the dangers. Necessary
precautions or supervision by an experienced senior person must be observed.

(d) Adequate avenues of escape in the event of a fire or toxic chemical leakage.

(e) Supplies of suitable protective clothing and gear to employees working in places that
deserve them e.g. respirators, industrial boots, safety eyewear, earplugs, safety helmets,
industrial footwear, fall protection (safety harness), and protective clothing.

(f) First aid kit with a supply of first aid items and a person in charge of the first aid kit. The
person must be known to all and must be available when required.

(g) Insurance coverage to provide financially for sickness, injury at work, invalidity,
maternity, funeral expenses, retirement and survivor maintenance.

RECORDS IN THE HUMAN RESOURCES OFFICE

Introduction
The human resources office compiles files of information on employees of the organization.
Clerks of the HR office undertake the compilation of the information. These clerks handle the
records of all employees and it is very important that there should be confidentiality in dealing
with them as they contain personal information.
Records used in the human resources office
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 (a) Application form/letter of application

(b) Copies of employee’s documents:

(a) Personal data sheet/curriculum vitae/job resume`

(ii) Qualifications certificate

(iii) Birth certificate
(iv) Testimonials/recommendations
FACTORS CONTRIBUTING TO LABOUR TURNOVER
The success of any organization depends on several factors. Every profit-making organization
exists to make profits. The labour force helps in earning profits for the organization while being
paid fair earnings for their efforts. People tend to leave their jobs for several reasons and new
persons have to be employed. A hard-working person should be paid well for his/her time and
should be given incentives to work harder. Management has systems in place to evaluate
workers’ performance and to award fair rewards.
Factors contributing to high labour turnover and solutions to remedy the situation
Internal factors
(a) Limited or no scope for promotion

(b) Low wages

(c) Poor work environment

(d) Hazardous working conditions.

External factors
(a) Better offer by competitors

(b) Financial position of the firm or country

(c) Competition for available jobs

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CHAPTER NINE
ACCOUNTS OFFICE

78
ACCOUNTS OFFICE

Roles and functions of the Accounts Office.

The accounting department keeps records of the goods and services that your company pays for
and ensures that all your business expenses get paid on time. It also keeps track of all scheduled
payments in the organization, such as inventory, payroll, and other business-related expenses.

Functions of the Accounts Office

The functions of the accounts are:
1. Preparation of payroll
The payment of staff salaries, either weekly or monthly, and ensuring that all deductions
for income tax and national insurance are correct.

2. Credit control
Credit control is a business strategy that promotes the selling of goods or services by
extending credit to customers.

3. Collections of accounts
If you fall behind on payments, the lender or creditor may transfer your account to a
collection agency or sell it to a debt buyer. Collections are the process of recovering debts
owed to a company.

4. Treatment of debit and credit notes

The seller issues debit notes to the buyer if the buyer is undercharged or the seller has
sent additional goods. The buyer issues a credit note as an acknowledgement of a debit
note received.

5. Preparation of audit
Audit is an official inspection of an organization's accounts, typically by an independent
body. This the process of preparing for the audit to be done by individual.

6. Different types of bank accounts

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 The types of bank accounts are:
 Current account
Current accounts allow account holders to withdraw money from their account by
writing cheques out of their cheque book.
Current accounts allow account holders to purchase goods, pay for services and
give out money by writing cheques that are linked to their chequing account One
can use a cheque to transfer money between accounts held in their name by
making out a cheque to oneself.

 Saving accounts
Savings accounts earn more interest than current accounts and are intended for
funds that will not be accessed on a frequent or regular basis. Hence unlike
chequing accounts, savings accounts limit the number of deposits and
withdrawals the account holder is allowed to make per month. Savings accounts
also do not come with cheque book privileges. The tradeoff is that savings
accounts typically pay you interest for money that is in your account.

 Fixed deposited account

A fixed deposit is a high interest-bearing account for one, three, six, nine, twelve-
or twenty-four-months duration. The interest will be paid at an agreed maturity date to
the depositor

Duties of a clerk in the accounts department.

Some duties of the clerk in the accounts department are:
 Preparing payroll
 Writing of cheques
 Reconciling accounts
 Making ledger entries
 Preparing statement of accounts
 Writing up cash book
 Preparing final accounts
 Liaising with the other department
Attributes of a clerk in the accounts department
Some attributes of a clerk in the accounts department are:
 Honesty
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  Integrity
 Confidentiality
 Reliability
Some documents in the Account’s office
Some simple documents in the Account’s office are:
 Pay slip
 Currency memorandum
 Debit and credit notes
 Simple statements of account
 Cheques.

Home work
Collect samples of each of the following documents used in the Account’s Office, giving one
sentences to say what each document are used for.

Resources used in the Accounts Office

Hardware resources:  Photocopier
 Calculators
 Adding machine
Software resources:
 Computer
 Printer  Accounting packages
 Scanner  Spreadsheet packages

Types of financial institutions.

The types pf financial institutions are:
 Credit unions
A credit union is a type of co-operative run by its member for the benefit of its members.
Credit unions offer saving accounts, current account and loans to its members.

 Cambio
Cambio’s trade in most major foreign currencies. Competitive rates are offered and an
ample supply of currency is provided to its clients.

 A commercial bank-

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 A commercial bank is a financial institution that provides a range of financial services to
individuals and business clients. They accept deposits and give loans. The bank pays a
percentage to the depositor as interest or gain on the deposit. In essence they borrow a
surplus of funds to lend to those who are experiencing a shortage.

 Central banks
The central bank is established by the government and its main role is to help the
government run of the system in a country. It a nationalized organization owned by the
government. Other responsibilities include:
 Managing government borrowing
 Manage national debts
 Setting interest rates
 Issuing notes and coins
 Supervising and limiting the lending of other banks
 Advising the government on monetary policy

 Insurance companies
An insurance company accepts risk on behalf of people that pay premium into a central
pool. The company will then pay compensation in the event of a loss by a policy holder.
The insurance company calculates the likelihood of the losses occurring in order to
charge premiums that enable it to cover possible losses while making a profit at the same
time.

 Offshore institutions
Offshore institutions are company incorporated for the purpose of operating outside the
country of its registration. A company may legitimately move offshore for the purpose
of tax avoidance or to enjoy relaxed regulations.

 Investment companies
An "investment company" is a company (corporation, business trust, partnership, or
limited liability company) that issues securities and is primarily engaged in the business
of investing in securities. An investment company is a type of financial service entity,
which, instead of lending money directly to a business, helps businesses raise money
from other firms in the form of bonds (debt) or stock (equity).

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The procedures for making or receiving different types of payment
Payment through financial institutions:
1. Cash-
Cash is legal tender—currency or coins—that can be used to exchange goods, debt, or
services.

2. Cheques-
A cheque is a financial document that orders a bank to pay a particular amount of money
from a person's account to another individual's or company's account in whose name the
cheque has been made or issued.

3. Credit cards
a small plastic card issued by a bank, building society, etc., allowing the holder to purchase
goods or services on credit.

4. Money order
A money order is a certificate, usually issued by a government or banking institution, that
allows the stated payee to receive cash on demand.

5. Postal orders
Postal Orders from the Post Office provide a safe and secure way of making payments without
needing a bank account. Get peace of mind when sending money.

6. Electronic transfer
An electronic funds transfer (EFT) is the electronic transfer of money over an online
network. Electronic funds transfers can be performed between the same bank or a
different one, and can be accomplished with several different types of payment systems.

7. Credit transfer
Money can be transferred from one bank account to another without writing out several
cheques. When the customer has several bills to pay, he fills in a slip for each payment (showing
the bank account number, amount due, etc.) and signs one cheque (made out to the bank) for
the total amount.

8. Standing orders
When an account holder wants the bank to make a regular payment on his behalf
arrangements can be made for a banker's order or standing order. He/she completes and
signs a standing order form or writes a letter to the bank branch. The form or the letter
gives details of the payee, the payee's account number and branch, the amount to be
transferred and the dates on which payments should be made.

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 9. Bank draft
A bank draft is a payment instrument that carries a guarantee of funds from your
financial institution. It’s a paper document that looks a lot like a regular cheque. The
main difference is that someone who receives a bank draft has a guarantee that the
funds are available, as opposed to a regular cheque, which could bounce. Bank drafts
are made out to the person receiving the money. Your name and the amount will also
appear on the draft.

10. Letter of credit.

A letter of credit is a letter from a bank guaranteeing that a buyer's payment to a seller
will be received on time and for the correct amount. In the event that the buyer is unable
to make a payment on the purchase, the bank will be required to cover the full or
remaining amount of the purchase.

Home-work
1. Collect sample of each type of cheques and give 2 sentences of explanation of each type.

Bank Reconciliation

Accounting records for bank reconciliation:

 Revised cashbook
 Bank reconciliation statement.

Revised cash book

$ $
Opening Bal xx Opening Bal(o/d) xx
Credit transfer xx Dishonored cheques xx
Interest received xx Bank charges xx
Dividend received xx Standing order xx
Direct credit xx Direct debit xx
Errors xx Errors xx
Closing Bal c/d xx Or closing Bal xx

xxxx xxxx

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Bank Reconciliation statement

Name of the business

Bank Reconciliation statement
As at _______________________
$
Balance as per revised cash book xx
Add unpresented cheques xx
Xxx
Less bank lodgment (xx)
= balance as per bank statement xxxx

OR
Name of the business
Bank Reconciliation statement
As at _______________________
$
Balance as per bank statement xx
Add bank lodgment xx
Xxx
Less unpresented cheque (xx)
= balance as per bank statement xxxx

Notes
 Dividend – is returns on investment.

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 Bank charges- A bank charge is a fee assessed to an account by a financial institution. A
bank charge may be levied for a number of reasons, including the following: Not
maintaining a minimum balance. Issuing a not sufficient funds check.

 Standing order- an instruction or prescribed procedure in force permanently or until

changed or canceled. It a continuous payment

 Direct debit- is an instruction from you to your bank or building society. It authorizes the
organization you want to pay to collect varying amounts from your account

 Credit transfer- is a direct payment of money from one bank account into another.

 Bank lodgment- is a cheque that has been written, but it hasn't been cashed-deposited by
the bank, or otherwise cleared the bank.

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  Unpresented cheque- An unpresented cheque simply means that a cheque has been
written and accounted for, but it has not yet been paid out by the bank from which the
money is being drawn.
Petty cash book
A Petty cash book is prepared to cater for small payments, such as, telephone bills, travel
expenses, fuel, cleaning, postage and many others. It reduces the amount of entries in the main
cash book.
Imprest or cash float is the sum of money set aside for petty cash expenses. The source
document for pretty cash expenses is the petty cash voucher.
Format for the petty cash book
Name of the business
Pretty cash book
For the month _______________
Receipt Dat Detail Vouche Tota Trave Postag Motor Cleanin Sundr Ledge
s e s r# l l e expens g y exp r
e
$ $ $ $ $ $ $ $

Example
From the following information prepare a pretty cash book for John Small for the month of
December, 2017.
1st Dec – receive Imprest of $600.
2nd Dec – bought petrol $63
3rd Dec- paid travelling $32
4th Dec – paid for postage $22
6th Dec- paid taxi fare- $ 21
9th Dec- paid cleaning expense $15
11th Dec- bought petrol $35
15th Dec- bought detergent $15
18th Dec- bought stamps $24
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20th Dec- Settlement of Young’s Account in the purchase ledger $33
Prepare the petty cash book.

John Small
Petty Cash book
For the month of December,2017.

Receipts Date Details Vou Total Travel Postage Motor Cleaning Ledger
# expense

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 $ $ $ $ $ $ $
st
600 1 Dec Cash
2nd Petrol 63 63
Dec Travel 32 32
3rd Dec Postage 22 22
4th Dec Taxi 21 21
6th Dec Cleaning 15 15
9th Dec Petrol 35 35
11th Detergent 15 15
Dec Stamps 24 24
15th Young 33 33
Dec 260 53 46 98 30 33
18th Bal c/d 340
Dec
600 20th 600
Dec
340 Bal b/d
31st
Dec

1st Feb

Exercise
1. Enter the following transaction in a petty cash book that has analysis column for motor
expense, postage &stationery, cleaning, sundry expense and ledger Account. This is to be
kept on the Imprest system. The opening petty cash float $1000.
1st May- bought Cleaning supplies $36
3rd May- bought petrol $24
4th May- bought Postage Stamps $55
5th May- purchase envelops $17
6th May- license $18
8th May- bought Petrol $57
9th May- bought Petrol $64
11th May- bought Postage Stamps $58
12th May-paid F. Lee Ledger account $44
13th May- paid H. Norman Account $44
16th May-bought petrol $77
17th May- bought Stationery $65
21st May- paid for Driving License $11
22rd May- paid C. Hope Ledger account $72
25th May- bought Cleaning supplies $68
27th May- paid for Guard Dog License $12
28th May- bought Guard Dog Food $29
31st May- bought Petrol $54
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2. Enter the following transaction in a petty cash book that has analysis column for motor
expense, postage &stationery, cleaning, sundry expense and ledger Account. This is to be
kept on the Imprest system. The opening petty cash float $1500.
1st May- bought Cleaning supplies $38
3rd May- bought petrol $30
4th May- bought Postage Stamps $65
5th May- purchase envelops $17
6th May- license $20
8th May- bought Petrol $47
9th May- bought Petrol $60
11th May- bought Postage Stamps $50
12th May-paid F. Low Ledger account $45
13th May- paid H. Harry Account $55
16th May-bought petrol $70
17th May- bought Stationery $60
21st May- paid for Driving License $15
22rd May- paid C. Wong Ledger account $70
25th May- bought Cleaning supplies $60
27th May- paid for Guard Dog License $20
28th May- bought Guard Dog Food $30
31st May- bought Petrol $60

3. Enter the following transaction in a petty cash book that has analysis column for motor
expense, postage &stationery, cleaning, sundry expense and ledger Account. This is to be
kept on the Imprest system. The opening petty cash float $1200.
1st May- bought Cleaning supplies $30
3rd May- bought petrol $20
4th May- bought Postage Stamps $65
5th May- purchase envelops $20
6th May- license $18
8th May- bought Petrol $58
9th May- bought Petrol $60
11th May- bought Postage Stamps $68
12th May-paid F. Lee Ledger account $45
13th May- paid H. Norman Account $50
16th May-bought petrol $60
17th May- bought Stationery $100

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CHAPTER TEN
91
 PROCUREMENT AND
INVENTORY
MANAGEMENT

Procurement and Inventory Management

The procurement department is critical to the organization: its efficiency will be reflected in the
balance sheet Many businesses spend large sums of money on developing software that ensures
the purchasing records are up-to- date and satisfactorily support the accounting function.
The main objective of the procurement department is to ensure the supply and delivery of quality
goods and materials required in the business, at the best price. This includes the purchase of
office equipment, stationery and all other supplies needed for the efficient running of the
business. When these items (purchases) are delivered they are classified as stock or inventory.

Roles and function of the procurement office are:

1. Manage inventory
If an organization keeps too much stock the cash flow may be affected as money that can be
spent elsewhere will be tied up in the stock. Additional storage space may also be needed which
may incur additional expense. Conversely, if an organization carries insufficient stock this may
result in a slowdown in production and loss of sales. The business must therefore implement an
inventory management procedure.

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 2. Sourcing suppliers
The procurement/purchases manager will investigate how materials that can be bought from
various suppliers will be of benefit to the business. There will be a list of frequently used
suppliers and the purchasing manager is also responsible for investigating new sources of supply.
These suppliers are expected to provide quality goods at competitive prices.

3. Negotiating terms
The procurement manager will also negotiate delivery and payment terms with suppliers to get
the best price for goods purchased and to ensure that delivery is prompt.

4. Placing contracts
The procurement manager may also negotiate contracts with suppliers which may require that a
supplier provides certain goods or services at stated times. A contract is an agreement which is
legally binding. Breach of such a contract may result in penalties, such as deduction of a certain
percentage from the purchase price.

5. Maintaining supply records

The procurement department must monitor stock records so that supplies can be re-ordered in
good time so as not to hinder the production process.

6. Liaise with other departments

The staff of the procurement department must liaise closely with all other departments in the
organization to ensure that supplies are ordered in good time.

Terminology and abbreviations used in purchasing documents and literature

 FOB - Free on board. The supplier pays carriage and handling charges for delivering the
goods on a ship, while the purchaser pays the import charges {customs duties etc.) and
costs of transportation to his premises.

 CIF - Cost, insurance and freight. This term is used in connection with goods received
from abroad. It is the cost of importing the goods: the purchase price, costs of insuring
the goods against loss or damage while in transit, and the freight charges.

 E&OE - Errors and omissions excepted. This indicates that the supplier reserves the
right to alter the invoice if a mistake has been made.

 COD - Cash on delivery. The customer orders the goods without Sending any money
and pays when the goods are delivered.

 Ex works - The cost of the goods only; the purchaser must arrange and pay for transport
and delivery.

 Discount - A reduction in price so that persons can make prompt payments or buy larger
quantities.
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Duties of a purchasing clerk

 Preparing and processing requisitions - A written request to purchase items is called a

requisition.
This is usually initiated by the head of the relevant department, e.g. the production
department. The clerk’s job is to collate these requisitions, keep copies of them and pass them
on to the purchasing manager

 Filing of purchase records - The clerk will keep copies of the requisitions and will match
them up with delivery notes when the goods are received. In this way it is easy to keep track
of what has been ordered and what has been received for, payment purposes.

 Maintaining stock records - Stock records must be kept up-to-date so that a check can be kept
on what is in stock and what replenishments need to be ordered.

 Maintaining a database of suppliers - A supplier database must be kept so that all concerned
know who to contact to obtain fresh supplies of goods and materials. The database must be
kept UpToDate by ensuring that all supplier details, such as addresses and contact details, are
accurate. This can be done by setting up electronic or manual index cards.

 Verifying orders received - The clerk will check the dispatch notes for orders received to see
that they match the items listed on the company's order form.

 Other duties - In a small organization the purchasing clerk may be asked to carry out simple
secretarial duties such as arranging meetings, with day-to-day correspondence or making
travel arrangements for the department manager.

Attributes of the procurement clerk

A procurement clerk, commonly referred to as the purchasing clerk, should therefore

demonstrate that he she possesses:
 Integrity - has positive values and exercises due care and caution
 Honesty - is accountable for his/her actions on arc off the job
 Initiative - works independently and is comfortable making decisions
 Attention to detail - able to inspect stock quality and quantities in a detailed way

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Factors influencing the purchasing procedure
These factors are:
 Urgency

 Cost

 Incentives

 Availability

 Quality

Home work
1. Explain each of the procedures:
 Catalogues and price lists
 Tenders / inquiries
 Quotations
 E-commerce
 Order placement
 Shipment / delivery

2. prepare documents used in the purchase of goods and services;

 Requisition
 Order form

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PROCUREMENT AND INVENTORY MANAGEMENT
Importance of inventory management

The importance of inventory management is:

(a) prevention of pilferage
(b) control of inventory
(c) signaling of market trends
(d) availability of capital
(e) optimization of storage space
(f) Just-in-Time (JIT)

MAINTAINING STOCK RECORDS

Stock requisition forms and control cards are used to facilitate stock control.
1. Stock Card/ bin card
A stock control/bin card is kept for each item in stock. It provides a record of receipts and
issues of that item, addition to the minimum, maximum and re-order levels for that item.

2. Re-order level
As items are issued from the stock room at a point is eventually reached where new stock
must be ordered- the reorder level.

3. Minimum level -The diskette holder control card shows that the minimum number
diskette holder expected to be in the stock room at any time.

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4. Receipts -These are all items purchased or manufactured.

5. Issues -These are all items issued or sold.

6. Stock requisition- before the stock clerk can issue stock items, he/she must be given a
stock requisition. The stock requisition is a request for supply of a particular it. It
includes such things as date, quantity, description, reference number and provision for the
signature of the department head who authorized the requisition.

7. Reporting stock levels

When the periodic system of stock control is used, a system must be put into place which
will determine the total value of stock (closing stock) at the end of the financial year.
This information will be included in the company’s annual accounts.

Methods of checking stock levels include:

 FIFO- FIRST IN FIRST OUT
This method assumes that the goods are issued in the order in which they are
received and ensures that stock is rotated in the stock room or warehouse. This is
particularly necessary for perishable goods (foodstuffs).
 LIFO-LAST IN FIRST OUT
When this method is used the assumption is that the cost of the total quantity sold
or issued during the month would have come from the most recent purchases.

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 FIF0 & LIFO
Question is on FIFO
DATE RECEIVED ISSUED STOCK TOTAL
REMAINING VALUE

January 15@$35 each 15@$35 each 525

April 15@$38 each 15@$35=525 1095
15@$38 =570
May 10@$35 5@$35=175 745
15@$38= 570

June 30@$45 each

 AVERAGE COST -AVCO

The average cost method assigns a cost to inventory items based on the total cost of
goods purchased or produced in a period divided by the total number of items purchased
or produced.

DATE RECEIVED ISSUED AVERAGE COST NUMBER TOTAL

PER UNIT OS OF UNITS VALUE
STOCK HELD IN STOCK OF
STOCK
JAN 15@$35 $35 15 525
each
April 15@$38 $525+$570=$1095 30 1095
1095/30=36.5

May 10@$36.5 $36.5 20 730

June 30@$41.6 50

USE OF COMPUTER FOR STOCK CONTROL

Computers are increasingly used for inventory management to assist the stock room staff. Stock
control programs are available, although it is also possible to use spreadsheets for this purpose.
The operator/stock control clerk can enter minimum and maximum stock levels, reorder level,
receipts and issues while simultaneously maintaining a stock valuation after each transaction.
Bar code are utilized to complement computerized stock records. All stock items are labelled
with a unique bar code which is a pattern of thick and thin lines. This bar code is made up of the
product code numbers/ stock identification number. Bar code systems are used in sales venues
equipped with point of sale terminal.
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 CHAPTER ELEVEN
SALES, MARKETING AND
CUSTOMER SERVICES

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SALES, MARKETING AND CUSTOMERS SERVICES

Sales
Functions of the sales office:
(i) maintenance of sales records;
(ii) calculation of commissions and discount;
(iii) stock control
(iv) liaising with other departments
(v) customer follow-up

Duties of a clerk in the Sales office:

(i) preparing sales documents;
(ii) filing of sales records
(iii) maintaining mailing lists.

Skills required of a clerk in the Sales office:

(a) basic information technology;

(b) proficiency in the use of productivity tools;

(c) data entry;

(d) proficiency in the use of organizational tools;

(e) filing;

(f) literacy/numeracy.

Functions of the marketing office:

(i) organizing promotional activities;
(ii) designing marketing strategies;
(iii) budgeting;
(iv) advertising;
(v) branding;
(vi) liaising with advertising entities internal and external to the office
(vii) developing new markets/new products
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Duties of a clerk in the marketing office:
 assist in preparing advertising materials
 assisting with promotional activities
 maintaining mailing lists and records
 assist in preparing press releases

Functions of the Customer Services Department:

(i) ensure customer satisfaction;
(ii) handle customer complaints;
(iii) advise customer on product offerings;
(iv) answer questions/queries;
(v) liaise between customer and company.

Duties of a clerk in the Customer service office:

 Interface with customer
 Liaise between customer and company
 Inform customers on promotions and offers
 Answer customers queries

DOCUMENTATION USED IN THE SALES DEPARTMENT

Most documents used in a sales transaction are nowadays generated by computers, using word
processing software or specially developed software. These trading documents usually
commence with an enquiry from a prospective purchaser, to which the sales office must respond.
The most basic ones are listed below.

1. Enquiry
This is usually from the purchaser notifying the seller of interest in specific goods or
services and asking about delivery costs and dates. The prospective purchaser may send
out such enquiries to several sellers, in order to select the best offer.

2. Quotation
In response to a customer’s enquiry about purchasing specific products, the clerk will
usually prepare a quotation. This is a document that gives details of the product, its cost,
whether any discounts are allowable and the delivery time and terms. The customer is

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 interested on knowing whether the cost includes transport to the destination, or whether it
is ex-work, meaning the bare cost, not including transportation. Once the customer has
received the quotation he may decide to proceed and place a firm order for these
products.

3. Acknowledgement of service
The clerk in the sales department has responsibility to check the order received to
determine whether the information is correct and the order can be satisfied. If it is, then
the order is acknowledged and an acknowledgement of service sent out to the customer.
The clerk then proceeds to filled the order.

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4. Invoices
When the goods have been ordered and are ready for dispatch, an invoice is raised. This
shows the name of the customers, together with the delivery address, and details of the
goods ordered, the price, discount allowed, any taxes that may be applicable and the total
amount payable.

5. Pro Forma Invoices

A pro forma invoice may be issued by the seller to a new customer in advance of
providing the goods or service. It is similar to a quotation in that is gives a description of
the product and the price. It also includes the terms of the sale, that is, how the product is
to be shipped, the payment terms, and the period of validity. If payment in advance is
required the customer can use the pro forma invoice to obtain the payment from his own
source of funding, if necessary.

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 6. Advice notes
This is sent to the customer by the seller, informing him that the goods are on their way.
This notifies the customer of the estimated time of arrival. If delivery is not made within
the time specified, the customer will raise a query and the seller will investigate what
may have caused the delay.

7. Delivery notes
This accompanies the delivery van of the seller (duplicate) or carrier (as a consignment
note). The delivery note is similar to the advice note and may be part of the invoice pack.
The person receiving the goods is able to check them against the delivery note which lists
the items being delivered. The recipient retains one copy and signs the other copy which
must then returned to the transport and delivery department as proof of delivery.

TYPES OF DISCOUNTS
The sales department may authorize certain types of discount on sales:
1. Trade Discount – a manufacturer may allow a purchaser such as wholesaler, a trade
discount. The percentage reduction in the list price of the goods to encourage the
wholesaler to buy a greater quantity (bulky buying).

2. Cash Discount- vendors are aware that once goods have been purchased on credit, it is
often difficult to get the buyer to pay promptly. Therefore, a cash discount is offered to
encourage payment within a stated period. This discount may be graded to offer a higher
discount the sooner the debt is paid.

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 3. Special/ loyal discount-the customer’s purchasing pattern over a period of time (six
Months to one year) can also be used to determine the discount that can be offered. If the
buyer has a regular history of purchasing from that particular company, they may be
awarded bigger discounts for loyalty. Discounts may also be offered to a particular class
of buyer. Educational institutions and non-profit and charitable organizations often enjoy
special discount.

4. Quantity discount-A quantity discount is an incentive offered to a buyer that results in a

decreased cost per unit of goods or materials when purchased in greater numbers. A
quantity discount is often offered by sellers to entice customers to purchase in larger
quantities.

5. Goods on consignment- is similar to lending your goods to the consignee until they sold,
at which time you will be paid. The discount offered for goods on consignment may be
determined by the consignor and the consignee and written in an agreement.

FUNCTIONS OF A CORPORATE COMMUNICATIONS CLERK

The clerk or assistant in the corporate communications office responsible for the following:
 Promoting and enhancing the corporate image of the company.
 Liaising and interacting with media house, press and advertising agencies
 Collecting and collating company publications such as newsletters, magazines and
calendars
 Updating and upgrading the company or corporate website
 Co-0rdinating events that show the company’s corporate social responsibility.

QUESTIONS

1. Budget Supplies Limited is a large seller of hardcover notebooks. On March, Kings

Agencies of 17 Bath Street, St Georges, Grenada, Ordered 100 hardcover notebooks at
$5.00 each. Budget offers a trade discount of $25 per cent for orders above 75 notebooks.
Budget also a cash discount of 2 percent for all accounts settled within 20 days. The net
amount of the invoice is due within 30 days of the invoice date.
 Prepare an invoice to reflect the sales transaction.
 If the invoice is paid by March 15, how much will Kings Agencies be expected
to pay?
 How much should Kings Agencies pay if the invoice is settled on March 30?

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2. Your company is about to introduce a new product line. You are required to assist in
drafting the advertisement. Suggest four guidelines for drafting an advertisement for the
product.
Or
How can a traditional type of business use e-business to increase the customer base?

3. State 4 items of information about a customer that an organization will enter on it

database.

4. Outline any three duties of performed by a clerk in the sales department.

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CHAPTER TWELVE
OPERATION, DESPATCH
AND TRANSPORT
SERVICES

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OPERATIONS, DESPATCH AND TRANSPORT SERVICES

OPERATION OFFICE
The factory is the place where goods are manufactured and the factory office is responsible for
the efficient running of the factory. This office is also known as the production or the work
control office.
Functions of the operation office
1. Coordinating the production programme
2. Protecting workers and the environment
3. Establishing the cost for materials, labour and machine time and budget for the factory
4. Designing new products and producing drawings for these products
5. Controlling and scheduling the workload to ensure an even distribution on machines
and labourers
6. Ensuring production. Factory supervisors receive orders concerning:
 Products to be made
 Commencement date
 Methods of production –
 Job or one-line production- one item at a time according to
customer’s specification
 Batch production- a specified number of the same item according
to one specification
 Mass or flow production- large quantities of an item according to
the same specification – standard size
7. Inspecting samples of products to ensure they are high standard and according to
specification- quality control
8. Arranging with the transport section to take the goods to the storeroom/ warehouse for
dispatch to customers
9. Providing an efficient office service for communication and processing of factory
records.
10. Liaising with departments
11. Fulfilling legal requirements by providing a safe environment, safe gears, insurance
coverage and medical and pension plans
IMPORTANCE OF THE FACTORY OFFICE
o Making available materials, labour and machines at convenient places in a timely
fashion and in sufficient quantities for the smooth running of the factory
o Assessing production activities and any deviation from production plan-
evaluation.

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 o Ensuring only quality products are produced to meet market demands- quality
control

PRODUCTION ACTIVITIES
 Organization and management of the factory office and factory
 Routing of components
 Issue of jigs and tools
 Production planning
 Designs and specification
 Progressing
 Inspection and quality control
 Stock control
 Cost control
 Dispatch and transport
DUTIES OF THE FACTORY CLECK
 Dealing with routine correspondence and preparing factory records, e.g. shift roster and
daily production report
 Estimating the cost of a job for pricing quotation
 Handling customers enquires and orders/ answering the telephone
 Dealing with stock control to ensure that materials are available
 Scheduling work so that production progresses according to plan
 Planning the loading of machine to ensure full working capacity
 Maintaining time cards of factory workers
 Filling and retrieving records including computer records
 Preparing records and completing forms used in the factory office
 Liaising with other departments for efficient running of the factory.
FUNCTIONS OF THE DESPATCH OFFICE
These are:
a) Maintain documents for dispatch of goods
b) Maintain database of couriers/contractors/agents
c) Work in collaboration with the sales office
d) Adhere to statutory requirements
e) Coordination of delivery of goods.
DUTIES OF A CLERK IN AN DESPATCH OFFICE
a) Completion of documents for dispatch goods
b) Storage of information of couriers employed
c) Maintain database of couriers; transport contractors and agents
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 d) Liaise with sales, customer services and marketing department
e) Adhering to statutory requirement
f) Coordination of delivery of goods
FUNCTIONS OF THE TRANSPORT OFFICE
a) Maintain transportation records
b) Maintain destination sheets
c) Liaising with customers
d) Maintenance of vehicles
DUTIES OF A CLERK IN THE TRANSPORT OFFICE
a) Maintain transportation records
b) Maintain destination sheets
c) Liaise with customers
d) Schedule maintenance of vehicles
ACTIONS TO BE TAKEN TO ENSURE THAT GOODS ARE COMPLETED ON TIME FOR
DELIVERY
1. Ensuring tools and equipment are available and in good working condition
2. Stocking adequate supplies of material required for production
3. Employing sufficient numbers of the correct type of workers to do the work in the
factory.
4. Preparing the contingencies, e.g., power failure, mal-functioning of equipment and
sickness of workers
5. Monitoring the stages in production
6. Ensuring that a process chaser is on standby.

OPERATION, DESPATCH AND TRANSPORT SERVICES

Almost all the documents used in the factory office are prepared on pre-printed forms which
makes them easy to complete and read. Some documents are written before a job starts; some are
prepared while the job is completed. The documents have to be completed and submitted to
management in a timely manner.
As soon as it is known that goods have to be dispatched, several documents have to be prepared
in readiness for the goods to be sent to their final destination. A clerk in the dispatch and
transport office must be able; not only to prepare the documents but also be aware to whom each
copy should be distributed. The original and copies are sent out while one copy remains in the
office file for reference.

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DOCUMENTS USED IN THE OPERATIONS, DESPATCH AND TRANSPORT OFFICE
The primary transport and shipping documents are:
1. DELIVERY SCHEDULE
This document gives the name and address of the customer to whom they delivery is to
be made, the contents of the delivery, the distance it is to be carried as well as the driver’s
name and the vehicle number.

2. CONSIGNMENT NOTE
When an organization contracts an outside agency to transport goods, a consignment
notes is made out by the transport company. It gives the names and addresses of the
sender (consignor) and recipient (consignee), the nature and weight of the goods, the
freight charge and a clause stipulating who is responsible for damage in transit.

3. AIRWAY BILL
If goods are sent by air, an air way bill is used instead of a bill of lading. It is a standard
document used to accompany all air freight shipments. The airway bill is filled out by the
sender or his agent handing the goods to the airline.

4. CUSTOMS FORMS
Most imported goods are subject to customs duty. Before an importer can clear goods
through customs, he must complete a custom entry form, detailing the goods, on which
duty is imposed and paid. Custom then issue an out of charge note as an authority to the
port officials to release the goods.

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5. DELIVERY NOTE
When a company has its own delivery vehicles, the driver of the vehicle is given two
copies of the delivery note. When the goods are delivered, the driver gives both copies to
the customer who checks the goods against the delivery note to verify if they are correct
before signing one copy and giving it back to the driver. The customer’s signature is the
acceptance of the goods. The driver takes the signed copy back to his company where it
forms the basis of the invoice. The customer keeps the other copy of the delivery note for
his records.

6. CERTIFICATE OF INSURANCE
It is customary to insure goods over a certain value if they are sent by sea or air. A
certificate of insurance is issued by the insurance company. A copy is sent to the
customer so that he can claim compensation if the goods get lost in transit or arrived
damage.

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7. BILL OF LADING
This is a document which is used in international business transactions. Its purpose is
twofold: it is a contract for carriage and is also a document of title. As a contract it acts as
a legal agreement binding two/more parties together to transport the goods.

8. MANIFEST
A manifest is a document which gives detailed information about cargo carried on board
a ship or aeroplane. It contains the airway bill numbers of each consignment, number of
packages, nature of goods, weight and any notes regarding special markings. On arrival at
a port, the customs clerk at the port must be given a copy of this document before goods
are cleared for importation into that country.

9. EXPORT/IMPORT LICENCE
An import license is required by purchasers of any raw material or goods imported from
overseas. Similarly, an export license is required by those who sell raw materials and
goods overseas.

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10. ADVICE NOTE
This is sent by post or email to the customer to tell him that goods have been dispatched
and the method of dispatch used, whether by post or delivery van.

11. CERTIFICATE OF ORIGIN

Most countries require a certificate of origin for imported goods. This is an invoice which
contains a statement declaring the origin of the goods.

12. FREIGHT NOTE

This is built-in information on an airway bill, it gives detailed information of the cargo,
e.g. the sipper’s name and address, consignee’s name and address, agent’s code, port of
destination, flight or ship number, handing information, weight and value of cargo.

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