The Office Procedures and Technology Chapter 1 The Office in a Changing Business World

The Office Place where business affairs are handled for A company A professional person An organization Topic 1-1 The Office Today

Information Driven Information Examples of handling information Facts or data summarized or organized into meaningful form Examples of handling information Writing a policy for sales returns Accessing the Internet for stock prices Answering inquiries by telephone Topic 1-1 The Office Today

Key Office Activities Creating/analyzing information Composing memos, letters, and reports Organizing and interpreting data Making decisions based on information studied Topic 1-1 The Office Today

Key Office Activities Searching for information Accessing databases, an intranet, or the Internet Inquiring of persons within and outside the company Using reference manuals and books Topic 1-1 The Office Today

Key Office Activities Processing information Keyboarding, editing, and proofreading Preparing communications, databases, and spreadsheets Photocopying and reviewing communications Topic 1-1 The Office Today

Key Office Activities Communicating information Answering telephone calls and greeting callers Responding to inquiries Delivering presentations or giving instructions Topic 1-1 The Office Today

Key Office Activities Managing information Maintaining calendars Maintaining databases and files Maintaining financial records Topic 1-1 The Office Today

QUESTIONS???

Technology in Offices Technology is used by all office workers Intranets aid in sharing information The Internet creates a global business community Many workers telecommute from alternative offices Telecommute: the practice of working and communicating from a remote location Key Term Topic 1-1 The Office Today

Alternative Offices Virtual office Mobile office Home office The capability to perform work activities away from a traditional office setting Mobile office An office located at a temporary site that can move from place to place Home office Space within a home organized for performing office tasks Topic 1-1 The Office Today

Understanding the Organization Learning from your work Correspondence Reports Learning from resources available Annual reports Company’s mission statement and goals Mission statement: the goals, priorities, and beliefs of a company Key Term Topic 1-2 The Office in Relation to the Total Organization

Types of Organizations Businesses seek to make a profit Sole proprietorship Partnership Corporation Professional service organization Not-for-profit entities seek to provide services Governmental units seek to provide services Topic 1-2 The Office in Relation to the Total Organization

Types of Organizations Source: http://www.dss.state.la.us Louisiana’s Department of Social Services is an example of a governmental unit Topic 1-2 The Office in Relation to the Total Organization

An income statement shows a company’s profit or loss for a period of time Topic 1-2 The Office in Relation to the Total Organization

A balance sheet shows a company’s financial condition on a specific date Topic 1-2 The Office in Relation to the Total Organization

Structure of Organizations Board of directors Establishes policies to guide company operations Management Employees Senior management Provides direction in carrying out policies Middle management Directs day-to-day activities Department Employees Perform tasks to meet the organization’s goals Topic 1-2 The Office in Relation to the Total Organization

An organization chart shows the structure of a company Topic 1-2 The Office in Relation to the Total Organization

Focus On … Employee Empowerment Enables employees to make decisions without review by managers Allows fewer levels of middle managers Requires that the worker understand the goals and activities of the company Facilitates working in teams Increases job satisfaction Topic 1-2 The Office in Relation to the Total Organization

Office Professionals Professional: someone in any field who conforms to expected ethical & quality standards and behaviors. Work ethic & interactions with others go hand and hand with professionalism.

Work Ethic Work ethic is a deep belief in the value of work in ones life & a willingness to meet the demands of work. Workers in the US have been long credited with a strong work ethic. Do you think this is still true for our country? What do you think contributes to lack of work ethic?

Work Ethic Cooperation: willing to participate in what needs to be done to achieve a goal Loyalty: supporting the efforts of the company & workgroup. Learning: there needs to be a willingness to learn & to improve your understanding or skills that relate to your job

Interacting with Coworkers Professionals treat coworkers, managers, & customers, with courtesy and respect. Confidentiality: private or secret information that needs to be kept to yourself. Sharing information: there are appropriate ways to share information for and/or within a company. Gossip and rumors are not acceptable in any professional setting. Accepting Responsibility for Mistakes: Accept responsibility for an error as soon as you realize it was made & take steps to correct the error immediately

Customer Focus Customer: someone who buys or uses an organizations products or services. Customer focus: paying attention to fulfilling the needs & wants of customers. External customers are people or organizations outside your company that buy or use your products or services. Internal customers are people inside your organization who use product & services you provide.

Customer Service Strategies Show respect for customers Show empathy Ask for customer input Build effective relationships with customers Accept responsibility for errors or mistakes Give customers complete information Follow up… Keep positive attitude

Working Effectively in Teams Working in teams, employees bring varying experiences, observations, insights, & knowledge of tasks. Consider these guidelines for working in teams: Set clear goals Define the tasks or duties Identify how success will be measured

Guidelines for working in teams cont. Identify obstacles &possible solutions Communicate clearly & often Discuss how differences will be resolved Build on the strengths of individual members Recognize the accomplishments of team members Develop your colleagues’ trust