UNIVERSITI TEKNOLOGI MARA

FACULTY OF ADMINISTRATIVE SCIENCE AND POLICY STUDIES

Program : Diploma in Public Administration (AM110)

Course : Office Management

Code : PAD 260

Credit Hours : 3

Contact Hours : 4

Semester : 04

Status : CORE

1.0 COURSE DESCRIPTION

In Office Management syllabus, these include planning, organizing, leading and

controlling of not only the humans in the office or organization but also the
environment, equipments, money, methods and procedures and humans who deal
with the office namely customers. These can be done effectively by knowing and
understanding the concepts and ways to perform the functions effectively.

2.0 COURSE OBJECTIVES

At the end of the course, the student should be able to:

2.1 Discuss the office concepts such as; environment, equipment, personnel,
communication, MIS, record and file management, customers, and
control;
2.2 Explain and show different techniques, methods and procedures related to
activities in the office; and
2.3 Demonstrate the application of the above mentioned skills effectively and
efficiently when they are employed.

3.0 COURSE CONTENT

3.1 Introduction to Office Management

3.1.1 Definition of Management

3.1.2 Definition of Office
Faculty of Administrative Science and Policy Studies 1
Course: Office Management Date of Enforcement: 1 October 2005
Code: PAD 260 COPYRIGHT RESERVED
 3.1.3 Definition of Office Management
3.1.4 Office Functions (receive information, record information, arrange
information, retrieve information and control the assets of the
office)
3.1.5 Main elements of office management (management skills,
administrative knowledge, objectives, communication network,
personnel, environment, software and hardware)
3.1.6 The importance of learning office management.
3.1.7 Office Manager (duties and responsibilities)
3.1.8 Office Supervisor (duties and responsibilities)

3.2 Office Management Concepts

3.2.1 Office Administration

3.2.2 Office Organizational Structure
3.2.3 Office Organizational Chart
3.2.4 Manual Work Procedure and Desk File
3.2.5 Office System and Procedure
3.2.6 Centralization
3.2.7 Delegation
3.2.8 Productivity
3.2.9 Quality Office
3.2.10 Control Expectations

3.3 Office Environment

3.3.1 Internal environment

a) Office equipment - office furniture
- office automation
- physical aspects
b) Office layout - principles to be taken into
consideration when
choosing an appropriate office
layout
c) Office landscape

3.3.2 External environment

a) Landscape
b) Customers’ facilities

3.4 Personnel Administration

3.4.1 Introduction
3.4.2 Recruitment
i) Purpose

Faculty of Administrative Science and Policy Studies 2

Course: Office Management Date of Enforcement: 1 October 2005
Code: PAD 260 COPYRIGHT RESERVED
 ii) Sources of recruitment
a) advertisement, employment agency, professional bodies,
learning institutions, words of mouth, personal contact,
electronic media, etc.
iii) Roles of office in recruitment
- prepare advertisement, prepare and produce application
form, make short listing, prepare the interview, make
selection and prepare employment contract.
3.4.3 Training
3.4.4 Promotion
3.4.5 Time keeping and overtime
3.4.6 Labor turnover
3.4.7 Welfare
3.4.8 Dismissal

3.5 Office Communication

3.5.1 Definition
3.5.2 Purpose of communication to the management and staff
3.5.3 Types of communication
i) Oral
- Telephone, meetings, interview, counter service,
etc.
ii) Written
- Letters, memo, notice, minutes, reports, etc.
iii) Visual
- Table, bar charts, pie charts, graph, etc.
iv) Mechanical
- Computers, fax, telex, etc.
3.5.4 Factors to be considered in choosing the appropriate
medium/channel of communication (speed, accuracy, impression,
circumstance, safety, record, confidentiality, cost)
3.5.5 Factors of the failure in effective office communication
i) receiver
ii) sender
iii) medium
iv) situation
3.5.6 Factors influence an effective communication.
3.5.7 Principles in good office communication.

3.6 Information System

3.6.1 Definition
i) data
ii) information

Faculty of Administrative Science and Policy Studies 3

Course: Office Management Date of Enforcement: 1 October 2005
Code: PAD 260 COPYRIGHT RESERVED
 iii) information management
3.6.2 Factors to be considered in producing information system output.
3.6.3 Definition of Electronic Data Processing.
3.6.4 Management Information System (MIS)
i) Definition
ii) The usage of computers in MIS (including internet)
iii) Advantages and disadvantages of using computer.

3.7 Records Management

3.7.1 Definition
3.7.2 Filing system
i) Definition
ii) Factors to be considered in establishing an efficient filing
system.
iii) Effective filing system (including the characteristics)
iv) Filing system procedure.
v) Filing storage (centralization and decentralization)
vi) Filing classification
a) alphabetical
b) subject
c) geography
d) numerical (terminal and decimal)
e) chronological
vii) Filing Movement Control.
viii) Records Archive.
ix) Filing equipment.

3.7.3 Index
i) Definition
ii) Purpose
iii) Classifications
a. Alphabetical
b. Subject
c. Geography
d. Name
iv) Index equipment (visible card index, strip index, rotary
wheel index, visible books, slottered cards, staggered cards, etc.)

3.7.4 Forms
i) Definition
ii) Purpose
iii) Features of effective forms

3.7.5 Weaknesses of records management

Faculty of Administrative Science and Policy Studies 4

Course: Office Management Date of Enforcement: 1 October 2005
Code: PAD 260 COPYRIGHT RESERVED
 3.8 Office Customer

3.8.1 Definition
3.8.2 Types of customers
i) Internal Customers (Internal Customer Awareness and
perquisite of ICA)
ii) External Customers (common steps and services to the
external customers)
iii) Stakeholders
3.8.3 Customer’s Priorities
a) Processes
b) Common characteristics of the output required by
customers.
3.8.4 Customer Charter
i) Definition and concepts
ii) Implementation
iii) Advantages of Customer Charter to:
a. Organization
b. Customers

3.9 Office Control

3.9.1 Definition
3.9.2 Types of control
i) Quality Control
ii) Quantity Control
iii) Time Control
iv) Budgetary and Cost Control
v) Subordinates Control
3.9.3 Purpose of Office Control Management

4.0 TEACHING METHODOLOGY

4.1 Lecture
4.2 Tutorial
4.3 Case Study
4.4 Role Play
4.5 Office Visits (occasionally)
4.6 Video presentation (if relevant)

5.0 ASSESSMENT

5.1 Coursework 40%

5.2 Final Examination 60%

Faculty of Administrative Science and Policy Studies 5

Course: Office Management Date of Enforcement: 1 October 2005
Code: PAD 260 COPYRIGHT RESERVED
6.0 RECOMMENDED TEXT

Fosegan, J.S. & Ginn, M. Lea. (2000). Business Records Control. (8th ed).
Thomson South-Western, USA.

Keeling B. Lewis & Kallaus Norman F., (1999) Administrative Office

Management, International Thomson, U.K.
MAMPU, PMD (1999). The Civil Service of Malaysia – towards excellence
through ISO 9000, Percetakan Nasional (M) Bhd KL.

Odgers, P., Administrative Office Management: Complete Course (13th ed).

Thomson South-Western, USA.

Quible, Zane K., (2001) Administrative Office Management: An Introduction

(7th ed) Prentice Hall, New Jersey.

Read-Smith, Judith. Ginn, M. Lea & Kallaus, F. Norman. (2000). The Future of
Records Management (7th ed). Thomson South-Western, USA.

Silvis, A. Carol. (1999). General Office Procedures (3rd ed), Heartcourt Brace
College Publishers, US.

Faculty of Administrative Science and Policy Studies 6

Course: Office Management Date of Enforcement: 1 October 2005
Code: PAD 260 COPYRIGHT RESERVED