Business Practice 3

Module 2: Function in an office environment

Module 2: Function in an office environment After completing this module, you will be able to: describe your own responsibility in an office decide how work should be prioritised explain the importance of being sensitive to other people’s needs and cultures describe issues requiring confidentiality describe various filing systems file documents using a recognised, secure filing system maintain the security surrounding documentation and equipment analyse and distribute business information understand the use and maintenance of office equipment

After completing this module, you will be able to:

describe your own responsibility in an office

decide how work should be prioritised

explain the importance of being sensitive to other people’s needs and cultures

describe issues requiring confidentiality

describe various filing systems

file documents using a recognised, secure filing system

maintain the security surrounding documentation and equipment

analyse and distribute business information

understand the use and maintenance of office equipment

1. DESCRIBE OWN RESPONSIBILITY IN THE OFFICE After completing this outcome, you will be able to: understand what your responsibilities in a certain job would be. understand the importance of keeping your work area neat. know how to be accurate in your work. understand the importance of keeping to deadlines. be studious. understand the importance of punctuality in the workplace. be attentive. understand the importance of living a healthy lifestyle.

After completing this outcome, you will be able to:

understand what your responsibilities in a certain job would be.

understand the importance of keeping your work area neat.

know how to be accurate in your work.

understand the importance of keeping to deadlines.

be studious.

understand the importance of punctuality in the workplace.

be attentive.

understand the importance of living a healthy lifestyle.

1.1 Your job As a junior employee, your will generally be expected to perform routine tasks. The scope of your responsibilities will depend on the size of the company as well as the systems and equipment used. Some of the following will be included: switchboard and general telephone enquiries typing data capturing sending faxes distributing received faxes filing photocopying preparation of mail mailroom responsibilities

As a junior employee, your will generally be expected to perform routine tasks. The scope of your responsibilities will depend on the size of the company as well as the systems and equipment used. Some of the following will be included:

switchboard and general telephone enquiries

typing

data capturing

sending faxes

distributing received faxes

filing

photocopying

preparation of mail

mailroom responsibilities

Activity 1 Add to the list above, any other routine office activity you have performed or know of.

Add to the list above, any other routine office activity you have performed or know of.

1.2 Your work area Keep your desk well organised; Stack files you are working on neatly on your desk. Regularly empty the dustbin and ashtray. Remove dirty dishes and other unnecessary items immediately after use. Organise books and reference materials into a system. You, or anyone else, should be able to immediately find what you are looking for. Keep your desk neat. Don’t leave the office before you have tidied up.

Keep your desk well organised;

Stack files you are working on neatly on your desk.

Regularly empty the dustbin and ashtray. Remove dirty dishes and other unnecessary items immediately after use.

Organise books and reference materials into a system. You, or anyone else, should be able to immediately find what you are looking for.

Keep your desk neat. Don’t leave the office before you have tidied up.

1.3 Accuracy in your work Proof reading Start by poof reading the text on the monitor. Go through it carefully, and correct all errors. When you believe it is faultless, print a copy and proof read the hard copy. You may still find errors you missed on screen. Correct the hard copy and proof read corrected copies until you are confident that no errors have slipped through. When you are finally convinced that your work is error free, print it and read it through one last time before presenting it! Data capturing of the following should be especially accurate: Initials and surnames Telephone numbers E-mail addresses Address details Spreadsheets All numbers and text must be copied correctly

Proof reading

Start by poof reading the text on the monitor.

Go through it carefully, and correct all errors.

When you believe it is faultless, print a copy and proof read the hard copy. You may still find errors you missed on screen.

Correct the hard copy and proof read corrected copies until you are confident that no errors have slipped through.

When you are finally convinced that your work is error free, print it and read it through one last time before presenting it!

Data capturing of the following should be especially accurate:

Initials and surnames

Telephone numbers

E-mail addresses

Address details

Spreadsheets

All numbers and text must be copied correctly

Activity 2 Proof read the following text and correct all the mistakes. When you are satisfied that all the errors have been corrected, type it out. Proof read and correct until the copy is perfect. Include ALL your corrected drafts in your folder.

Proof read the following text and correct all the mistakes. When you are satisfied that all the errors have been corrected, type it out.

Proof read and correct until the copy is perfect.

Include ALL your corrected drafts in your folder.

Activity 2 The joy of stress You know the feeling. Your mouth is dry, your palms are clammy, your heart is thumping inside chest. Maybe you’re trapped in rush-hour traffic, glancing at your watch, tapping a nerveous tattoo against the steering-wheel. This’non-specific response to external stimuli” is now wiedly ween as an an inevitable part of every day life. The gooed news? It doesn’t have to be the bad part! “ We need good stars to help us be porductive and enthusiastic,” “most people thrive on a certain amount of stress. Without ist, we bcome bored. ‘ I recommend that people take mini-breaks. When you work in an office, you can sit for too long and ths causes strain in the back and neck. Do some stretches, get up and make a cup of tea. It only takes four to five minutes and it makes an enormous difference.” Since everyone’s level of tolerance is differenet there is no definitive way to relieve stress. You are best equipped to recognise your levels and to switch off, tune out and make the Great Escape when you feel yourself crossing the shadow between eustess an ddistress. Take a deep breath, listen to some music, sniff a bunch of jasmine, head for the country. Or even simpler, try talking to someone who knows what it’s like to be stressed. For instance, another human being!

The joy of stress

You know the feeling. Your mouth is dry, your palms are clammy, your heart is thumping inside chest. Maybe you’re trapped in rush-hour traffic, glancing at your watch, tapping a nerveous tattoo against the steering-wheel. This’non-specific response to external stimuli” is now wiedly ween as an an inevitable part of every day life. The gooed news? It doesn’t have to be the bad part!

“ We need good stars to help us be porductive and enthusiastic,” “most people thrive on a certain amount of stress. Without ist, we bcome bored.

‘ I recommend that people take mini-breaks. When you work in an office, you can sit for too long and ths causes strain in the back and neck. Do some stretches, get up and make a cup of tea. It only takes four to five minutes and it makes an enormous difference.”

Since everyone’s level of tolerance is differenet there is no definitive way to relieve stress. You are best equipped to recognise your levels and to switch off, tune out and make the Great Escape when you feel yourself crossing the shadow between eustess an ddistress.

Take a deep breath, listen to some music, sniff a bunch of jasmine, head for the country. Or even simpler, try talking to someone who knows what it’s like to be stressed. For instance, another human being!

1.4 Handing in work by the determined deadline Be serious about deadlines – try to have the work completed before or on the deadline, not after the deadline. Organise your work so that you will be finished on time. Ask for extensions well in advance of the deadline. Set priorities – discuss the priorities with your supervisor so that everybody knows: what the priorities are why routines tasks are not being done other employees understand what you are working on.

Be serious about deadlines – try to have the work completed before or on the deadline, not after the deadline.

Organise your work so that you will be finished on time.

Ask for extensions well in advance of the deadline.

Set priorities – discuss the priorities with your supervisor so that everybody knows:

what the priorities are

why routines tasks are not being done

other employees understand what you are working on.

1.5 Be studious Be industrious and hardworking Be enthusiastic to expand your knowledge Read professional periodicals. If you find a periodical that is of special interest to your company, convince your supervisor to subscribe. Read daily and weekly newspapers regularly. Keep your eyes open for articles, supplements or features relevant to your specific area of work. Find interesting, relevant websites. Join clubs or forums you can learn from. Attend courses whenever you can. Go to conferences – networking is important to give you insight into how other companies operate, learn from your colleagues.

Be industrious and hardworking

Be enthusiastic to expand your knowledge

Read professional periodicals. If you find a periodical that is of special interest to your company, convince your supervisor to subscribe.

Read daily and weekly newspapers regularly. Keep your eyes open for articles, supplements or features relevant to your specific area of work.

Find interesting, relevant websites.

Join clubs or forums you can learn from.

Attend courses whenever you can.

Go to conferences – networking is important to give you insight into how other companies operate, learn from your colleagues.

1.6 Punctuality Make a habit of arriving at work and your appointments a few minutes early

Make a habit of arriving at work and your appointments a few minutes early

1.7 Be attentive Always be alert and aware of what is happening in the area around you.

Always be alert and aware of what is happening in the area around you.

1.8 Develop a healthy lifestyle Maintaining your good health is your responsibility, and will be to your own and your employer’s advantage.

Maintaining your good health is your responsibility, and will be to your own and your employer’s advantage.

Activity 3 Look at the following websites: www.officeworkers.org www.pa-assist.com Find information on these sites about: What is this organisation? Registration as a member. Training opportunities offered. Newsletters or other articles about life in the office. Place print outs in your file.

Look at the following websites:

www.officeworkers.org

www.pa-assist.com

Find information on these sites about:

What is this organisation?

Registration as a member.

Training opportunities offered.

Newsletters or other articles about life in the office.

Place print outs in your file.

2. DECIDE HOW WORK SHOULD BE PRIORITISED After completing this outcome, you will be able to: Understand the need to plan your work. Apply effective task management skills. Know how to prioritise tasks. Plan a project.

After completing this outcome, you will be able to:

Understand the need to plan your work.

Apply effective task management skills.

Know how to prioritise tasks.

Plan a project.

2.1 The need to plan your work For a business to operate successfully, deadlines are set for the completion of tasks. Projects not completed on time will make the client lose confidence in the company and the company probably won’t be recommended to anyone else. Completing work on time contributes to the efficiency of the company as a whole. Office staff are not only responsible for managing their own time, but may also be required to assist managers to manage their time effectively.

For a business to operate successfully, deadlines are set for the completion of tasks.

Projects not completed on time will make the client lose confidence in the company and the company probably won’t be recommended to anyone else.

Completing work on time contributes to the efficiency of the company as a whole.

Office staff are not only responsible for managing their own time, but may also be required to assist managers to manage their time effectively.

2.2 Guidelines for effective task management All appointments, meetings and tasks should be written into the diary, even the smallest. Don’t trust your memory. Check your diary daily. Tasks not completed the previous day should be brought forward so that they are not forgotten. Keep a separate diary for your manager. Forward matters for his/her attention every day. Remind managers regularly about matters they need to attend to. Managers are often so busy that they forget to check their own diaries. It is your responsibility to make sure that important appointments are not forgotten. Use the diary to prioritise tasks. The most important tasks should be completed first and the less important ones done after the priorities have been completed. Be realistic about time allocation. Tasks usually take longer to complete than anticipated. Allocate extra time right from the start. Don’t be pressured into taking on more than you can realistically manage.

All appointments, meetings and tasks should be written into the diary, even the smallest. Don’t trust your memory.

Check your diary daily.

Tasks not completed the previous day should be brought forward so that they are not forgotten.

Keep a separate diary for your manager. Forward matters for his/her attention every day.

Remind managers regularly about matters they need to attend to. Managers are often so busy that they forget to check their own diaries. It is your responsibility to make sure that important appointments are not forgotten.

Use the diary to prioritise tasks. The most important tasks should be completed first and the less important ones done after the priorities have been completed.

Be realistic about time allocation. Tasks usually take longer to complete than anticipated. Allocate extra time right from the start.

Don’t be pressured into taking on more than you can realistically manage.

2.3 Prioritising tasks The routine or scheduled task (R). The unforeseen priority task (X). An open commitment (O).

The routine or scheduled task (R).

The unforeseen priority task (X).

An open commitment (O).

Activity 4 Prepare a table such as this example Once you have done the above you will realize how much time you need to so as not to miss your deadlines for the tasks allocated to you. Rather allocate too much time than too little. Daily task analysis Time planned for this task Actual time spend on this task % of total time spent Routine Unforeseen Open commitment

Prepare a table such as this example

Once you have done the above you will realize how much time you need to so as not to miss your deadlines for the tasks allocated to you. Rather allocate too much time than too little.

2.4 Planning a project Sit down and carefully look at the project. Break it down into its smallest parts. Draw a diagram of all the tasks involved and how they are related. Write in the names of people that will be part of the project or who can help with specific tasks. Prioritise all these tasks. Write everything down. Work out a realistic timetable for the completion of each of the different steps. Discuss your plan with the boss. Have a meeting with everyone that will be involved and briefly explain each person’s role. THEN start. Work systematically through all the steps, right up to the finish.

Sit down and carefully look at the project.

Break it down into its smallest parts.

Draw a diagram of all the tasks involved and how they are related. Write in the names of people that will be part of the project or who can help with specific tasks.

Prioritise all these tasks.

Write everything down.

Work out a realistic timetable for the completion of each of the different steps.

Discuss your plan with the boss.

Have a meeting with everyone that will be involved and briefly explain each person’s role.

THEN start. Work systematically through all the steps, right up to the finish.

Activity 5 This is your diary for the week 12 – 16 May Diarise all events correctly. Make a task list for each of the events. Prioritise the task list and indicate when each task must be started so that all arrangements have been made and finalized well before the event is due to take place. Motivate the priority you allocate to each task.

This is your diary for the week 12 – 16 May

Diarise all events correctly.

Make a task list for each of the events.

Prioritise the task list and indicate when each task must be started so that all arrangements have been made and finalized well before the event is due to take place.

Motivate the priority you allocate to each task.

All post must be opened by 08:30 every day. On the 13th, Mr. Brady, your manager, will attend a lunch appointment at the Alphen Hotel scheduled for 13:00. Arrange transport. On the 12th the minutes of the meeting held the previous week must be completed. Fax Mrs. Ford the details of the new office furniture by the 16th. Mr. Brady has a meeting scheduled for 11:30 on the 15th with Mrs Saunders. Tea and cake must be served. Mr. Small, the Financial Manager, will meet with Mr. Brady at 09:30 on the 16th to discuss the monthly statements. They are having a working breakfast in the office. Arrange Mr. Brady’s flight to Johannesburg on the 14th. His accommodation for the trip should also be finalised. At 10:30 on the 14th you have an appointment with the dentist. Mr. Brady is visiting the factory from 13:00 until 16:00 on the 15th. Arrange transport. He will also pick up Mr Johnson at his office downtown. They will then travel to the factory together. Answer all e-mail messages every morning. Staff members will be leaving at 14:00 on the 13th to attend the memorial service of a colleague. Staff members will have their identification photos taken at 11:00 on the 12th.

All post must be opened by 08:30 every day.

On the 13th, Mr. Brady, your manager, will attend a lunch appointment at the Alphen Hotel scheduled for 13:00. Arrange transport.

On the 12th the minutes of the meeting held the previous week must be completed.

Fax Mrs. Ford the details of the new office furniture by the 16th.

Mr. Brady has a meeting scheduled for 11:30 on the 15th with Mrs Saunders. Tea and cake must be served.

Mr. Small, the Financial Manager, will meet with Mr. Brady at 09:30 on the 16th to discuss the monthly statements. They are having a working breakfast in the office.

Arrange Mr. Brady’s flight to Johannesburg on the 14th. His accommodation for the trip should also be finalised.

At 10:30 on the 14th you have an appointment with the dentist.

Mr. Brady is visiting the factory from 13:00 until 16:00 on the 15th. Arrange transport. He will also pick up Mr Johnson at his office downtown. They will then travel to the factory together.

Answer all e-mail messages every morning.

Staff members will be leaving at 14:00 on the 13th to attend the memorial service of a colleague.

Staff members will have their identification photos taken at 11:00 on the 12th.

3. EXPLAIN THE IMPORTANCE OF BEING SENSITIVE TO OTHER PEOPLE’S NEEDS AND CULTURES After completing this outcome, you will be able to: know how to make a positive contribution in your workplace. understand what stereotyping is. understand how to build trust in a work environment. understand the strategies to accommodate diversity.

After completing this outcome, you will be able to:

know how to make a positive contribution in your workplace.

understand what stereotyping is.

understand how to build trust in a work environment.

understand the strategies to accommodate diversity.

3.1 Making a positive contribution Be aware of the different needs and cultures of your immediate colleagues. Accept that differences exist but that all people must be treated equally despite differences. Make an effort to become familiar with the diverse cultures and needs of each of your colleagues and you will develop a better understanding for each individual.

Be aware of the different needs and cultures of your immediate colleagues.

Accept that differences exist but that all people must be treated equally despite differences.

Make an effort to become familiar with the diverse cultures and needs of each of your colleagues and you will develop a better understanding for each individual.

3.2 Stereotyping Stereotypes are ideas held about members of particular groups. Most of the time this prejudice focuses on negative or unacceptable behaviour that members of the group displayed in the past. Once you get to know individuals within the group you will see that good, mutually beneficial, working relations with colleagues of diverse backgrounds and cultures, are possible.

Stereotypes are ideas held about members of particular groups.

Most of the time this prejudice focuses on negative or unacceptable behaviour that members of the group displayed in the past.

Once you get to know individuals within the group you will see that good, mutually beneficial, working relations with colleagues of diverse backgrounds and cultures, are possible.

Activity 6 Write down your concept of what a mother should be. Compare notes with other students or colleagues. Does your list of requirements differ much from the others? (You will see from the above that the expectation of what a mother should be is quite similar - even amongst a diverse group of students. Mother can be regarded as a universal (worldwide) stereotype.)

Write down your concept of what a mother should be.

Compare notes with other students or colleagues.

Does your list of requirements differ much from the others?

(You will see from the above that the expectation of what a mother should be is quite similar - even amongst a diverse group of students. Mother can be regarded as a universal (worldwide) stereotype.)

3.3 Build trust Gaining another person’s trust takes time. By being honest and truly interested in the person you are dealing with, you will be rewarded in time. Be open to learn from others.

Gaining another person’s trust takes time.

By being honest and truly interested in the person you are dealing with, you will be rewarded in time.

Be open to learn from others.

3.4 Strategies to accommodate diversity Be assertive rather than aggressive Never be afraid to ask for help Use all your resources Your background is an asset Achieve Reach out Reach back

Be assertive rather than aggressive

Never be afraid to ask for help

Use all your resources

Your background is an asset

Achieve

Reach out

Reach back

Activity 7 In an episode of the television series “The Apprentice”, a female Asian contestant made a poor impression on real-estate mogul Donald Trump, who dismisses the losers with his sharp, “You’re fired.” “She is indecisive and non-confrontational compared to her majority counterparts. When Trump chided her she didn’t really confront him.” In groups discuss: What in her cultural background causes her to appear indecisive and non-confrontational? How do these values differ from the Western corporate reality? Discuss what you consider to be the positive and negative aspects of the two different cultures. What can she change and what should she retain to make a success of her career?

In an episode of the television series “The Apprentice”, a female Asian contestant made a poor impression on real-estate mogul Donald Trump, who dismisses the losers with his sharp, “You’re fired.” “She is indecisive and non-confrontational compared to her majority counterparts. When Trump chided her she didn’t really confront him.”

In groups discuss:

What in her cultural background causes her to appear indecisive and non-confrontational?

How do these values differ from the Western corporate reality?

Discuss what you consider to be the positive and negative aspects of the two different cultures.

What can she change and what should she retain to make a success of her career?

4. DESCRIBE ISSUES REQUIRING CONFIDENTIALITY After completing this outcome, you will be able to discuss: the importance of confidentiality regarding business documents. the importance of confidentiality regarding personnel records. the importance of confidentiality regarding client records.

After completing this outcome, you will be able to discuss:

the importance of confidentiality regarding business documents.

the importance of confidentiality regarding personnel records.

the importance of confidentiality regarding client records.

4.1 Business documents All documents that are an important part of any business Contracts Quotations and tenders Agreements Analytical reports Management exception report Status report Activity reports Also included in company documents will be the company’s trade secrets, which will include: Highly specialized operating procedures A revolutionary technology or product Formulas Plans Drawings Recipes etc. These all represent the uniqueness of a product manufactured by the company. The secrets must be protected from possible competitors. This kind of information will be TOP SECRET and be locked away in a safe.

All documents that are an important part of any business

Contracts

Quotations and tenders

Agreements

Analytical reports

Management exception report

Status report

Activity reports

Also included in company documents will be the company’s trade secrets, which will include:

Highly specialized operating procedures

A revolutionary technology or product

Formulas

Plans

Drawings

Recipes etc.

These all represent the uniqueness of a product manufactured by the company. The secrets must be protected from possible competitors. This kind of information will be TOP SECRET and be locked away in a safe.

Case study An example of a company withholding sensitive information of an internal investigation is SASOL. ‘ Sasol threatens inquiry walk out’ (extract) Ten people died - Ten people died in the blast at an ethylene plant in September last year and their families are still largely in the dark as to what happened. Sasol conducted its own inquiry into the matter but declined to publish the findings. Earlier in the day, Solidarity said a lack of co-operation was causing unnecessary delays at the hearing. The investigation started in October 2004 and may not be completed this week, as Solidarity had hoped, the union said. “Solidarity is concerned that there seems to be no co-operative effort to disclose the truth. Witnesses who exercise their right to remain silent delay the process, because other witnesses then have to be called. Information in dribs and drabs - “Information is not offered voluntarily, which means that the enquiry proceeds in dribs and drabs. Solidarity will continue to do all in its power to ensure that the truth comes out so that steps may be taken to improve safety at Sasol.” Testimony during the past week has raised a number of questions about safety management at the time of the explosion. Inadequate permit systems and practices, and inadequate risk assessment, were among the problem areas identified. Croucamp told Sapa earlier on Friday afternoon that the witness behaviour meant that another week or two would have to be devoted to finding the truth of the matter. At least five more witnesses still had to testify, he said. Earlier in the week it emerged at the hearing, in Evander, Mpumalanga, that a maze of pipes and a flaw in safety procedures were the most likely causes of the blast at an ethylene plant at Secunda last September.

An example of a company withholding sensitive information of an internal investigation is SASOL.

‘ Sasol threatens inquiry walk out’ (extract)

Ten people died - Ten people died in the blast at an ethylene plant in September last year and their families are still largely in the dark as to what happened. Sasol conducted its own inquiry into the matter but declined to publish the findings.

Earlier in the day, Solidarity said a lack of co-operation was causing unnecessary delays at the hearing. The investigation started in October 2004 and may not be completed this week, as Solidarity had hoped, the union said. “Solidarity is concerned that there seems to be no co-operative effort to disclose the truth. Witnesses who exercise their right to remain silent delay the process, because other witnesses then have to be called.

Information in dribs and drabs - “Information is not offered voluntarily, which means that the enquiry proceeds in dribs and drabs. Solidarity will continue to do all in its power to ensure that the truth comes out so that steps may be taken to improve safety at Sasol.” Testimony during the past week has raised a number of questions about safety management at the time of the explosion. Inadequate permit systems and practices, and inadequate risk assessment, were among the problem areas identified.

Croucamp told Sapa earlier on Friday afternoon that the witness behaviour meant that another week or two would have to be devoted to finding the truth of the matter. At least five more witnesses still had to testify, he said. Earlier in the week it emerged at the hearing, in Evander, Mpumalanga, that a maze of pipes and a flaw in safety procedures were the most likely causes of the blast at an ethylene plant at Secunda last September.

Case study Points for discussion What do you think of the above events? In class, discuss possible reasons why SASOL is not making public the details of its own internal investigation into the blast. What are the implications and consequences of the information not being made public. Should this information be made public? – motivate.

Points for discussion

What do you think of the above events?

In class, discuss possible reasons why SASOL is not making public the details of its own internal investigation into the blast.

What are the implications and consequences of the information not being made public.

Should this information be made public? – motivate.

Activity 8 Discuss in groups the necessity of keeping information in the business documents listed above confidential. Make a list of the possible dangers if this information is made public.

Discuss in groups the necessity of keeping information in the business documents listed above confidential.

Make a list of the possible dangers if this information is made public.

Activity 9 In the SIM-centre or at the office – Is there a confidentiality policy regarding documents? If there is a policy, do employees know about it? Are you or any of your colleagues denied access to certain information at the company? Did personnel who do have access sign an agreement? If not, what keeps them from making the information public?

In the SIM-centre or at the office – Is there a confidentiality policy regarding documents?

If there is a policy, do employees know about it?

Are you or any of your colleagues denied access to certain information at the company?

Did personnel who do have access sign an agreement? If not, what keeps them from making the information public?

4.2 Personnel records A personnel file will contain the following information about a company employee: The contract of employment between the company and each employee. The date of commencement of duty - job title. Job description. Amount of notice required. Remuneration (pay). Employee benefits. Details of leave – annual leave, sick days, overtime, etc. Service records, including performance evaluation. Accolades, bonuses, service awards. Promotion and potential. Written or verbal warnings.

A personnel file will contain the following information about a company employee:

The contract of employment between the company and each employee.

The date of commencement of duty - job title.

Job description.

Amount of notice required.

Remuneration (pay).

Employee benefits.

Details of leave – annual leave, sick days, overtime, etc.

Service records, including performance evaluation.

Accolades, bonuses, service awards.

Promotion and potential.

Written or verbal warnings.

4.2 Personnel records Reasons for confidentiality Personal details of personnel can also be used by other companies to headhunt top employees to improve their own capabilities in the market. The personal safety of staff must also be taken into account. No personal information such as cell or home telephone numbers or addresses is to be given unless you have been instructed specifically to do so. This rule also applies to providing information about staff movement.

Reasons for confidentiality

Personal details of personnel can also be used by other companies to headhunt top employees to improve their own capabilities in the market.

The personal safety of staff must also be taken into account.

No personal information such as cell or home telephone numbers or addresses is to be given unless you have been instructed specifically to do so.

This rule also applies to providing information about staff movement.

Activity 10 Do some research and find out how accessible or inaccessible personal details of students at the college or personnel at your company are.

Do some research and find out how accessible or inaccessible personal details of students at the college or personnel at your company are.

4.3 Client records Customer records contain all the contact details of clients and all written communication with the client, such as: Quotations. Invoices. Outstanding payments. The products or services the client purchases. A history of complaints and requests. Any other correspondence with the client will also be included in the file.

Customer records contain all the contact details of clients and all written communication with the client, such as:

Quotations.

Invoices.

Outstanding payments.

The products or services the client purchases.

A history of complaints and requests.

Any other correspondence with the client will also be included in the file.

4.3 Client records Reasons for confidentiality The information kept in the client files is not necessarily secret or confidential, but the company would like to give its clients assurances that personal details will not be distributed in the open market. The personal safety of clients is jeopardised if criminals should get hold of personal information. Companies also spend a lot of resources on developing its customer lists. Clients with big accounts are a great asset and mainstay of any company.

Reasons for confidentiality

The information kept in the client files is not necessarily secret or confidential, but the company would like to give its clients assurances that personal details will not be distributed in the open market.

The personal safety of clients is jeopardised if criminals should get hold of personal information.

Companies also spend a lot of resources on developing its customer lists.

Clients with big accounts are a great asset and mainstay of any company.

Activity 11 Go onto the Internet and find five sites that require you to log in with personal details – your name and e-mail address – to access more information on that site. Do they give assurances of not giving your details to other companies? List the websites you have visited. Do they have a privacy policy? (Usually a link on the homepage). Are there similarities in the different privacy policies?

Go onto the Internet and find five sites that require you to log in with personal details – your name and e-mail address – to access more information on that site.

Do they give assurances of not giving your details to other companies?

List the websites you have visited.

Do they have a privacy policy? (Usually a link on the homepage).

Are there similarities in the different privacy policies?

5. DESCRIBE VARIOUS FILING SYSTEMS After completing this outcome, you will be able to: Understand the different filing systems that can be used in an organisation.

After completing this outcome, you will be able to:

Understand the different filing systems that can be used in an organisation.

5.1 Alphabetical filing Using the system A file is made for each customer or client according to the first letter of the surname. The files are pre-sorted into alphabetical order before being filed. Guide cards are used to divide the letters of the alphabet. They act as sign posts and help to locate files quickly. Files are then arranged in strict alphabetical order. When all the first letters are the same, arrange according to the second letter or the third letter, and so on. The guide card for each letter of the alphabet will have its own miscellaneous file”. This contains documents of irregular clients which do not require a separate file. A list of the contents can be kept on the front of this file. If all the letters of the surname are the same, arrange according to the initials or names which follow.

Using the system

A file is made for each customer or client according to the first letter of the surname.

The files are pre-sorted into alphabetical order before being filed.

Guide cards are used to divide the letters of the alphabet. They act as sign posts and help to locate files quickly.

Files are then arranged in strict alphabetical order.

When all the first letters are the same, arrange according to the second letter or the third letter, and so on.

The guide card for each letter of the alphabet will have its own miscellaneous file”. This contains documents of irregular clients which do not require a separate file. A list of the contents can be kept on the front of this file.

If all the letters of the surname are the same, arrange according to the initials or names which follow.

5.2 Numerical filing Using the system Each file is identified by a reference number. The files are place in number order. The system has the advantage that it can be easily extended by adding more files at the end of the system, without rearranging existing files. With a numerical system an index system is necessary. This will help you find a specific file quickly. For each numbered client file, a card is made out with the client’s name at the top left of the card, any relevant details at top middle and the file reference number at the top right of the index card. Cards are kept in drawers or boxes and are arranged in strict alphabetical order. The cards are separated by alphabetical guide cards.

Using the system

Each file is identified by a reference number.

The files are place in number order.

The system has the advantage that it can be easily extended by adding more files at the end of the system, without rearranging existing files.

With a numerical system an index system is necessary. This will help you find a specific file quickly.

For each numbered client file, a card is made out with the client’s name at the top left of the card, any relevant details at top middle and the file reference number at the top right of the index card.

Cards are kept in drawers or boxes and are arranged in strict alphabetical order.

The cards are separated by alphabetical guide cards.

5.3 Subject filing This method is used to provide quick access to information on various subjects. All relevant information on one topic is grouped together for quick reference Using the system Files are arranged in subject or topic order. It is easy to understand and the main theme can be seen at a glance. Each subject or topic can be organised alphabetically or numerically.

This method is used to provide quick access to information on various subjects. All relevant information on one topic is grouped together for quick reference

Using the system

Files are arranged in subject or topic order.

It is easy to understand and the main theme can be seen at a glance.

Each subject or topic can be organised alphabetically or numerically.

5.4 Geographical filing With this system files are arranged to the location. Using the system Files are arranged according to town, region, country or territory. Clients can be grouped together under a location and then arranged in alphabetical sequence. Primary guide cards are used for the main divisions and secondary guide cards for the sub-sections. The system requires a good knowledge of geography.

With this system files are arranged to the location.

Using the system

Files are arranged according to town, region, country or territory.

Clients can be grouped together under a location and then arranged in alphabetical sequence.

Primary guide cards are used for the main divisions and secondary guide cards for the sub-sections.

The system requires a good knowledge of geography.

5.5 Chronological filing In the majority of filing systems, the documents and correspondence are arranged in chronological order. Using the system Documents are arranged in date order. The most recent date is placed first (on top). Filing drawers are divided into twelve monthly sections. Each month is sub-divided into the appropriate number of days. The clients’ documents can be placed in folders and filed under a specific reference date. All documents in files or folders are arranged in this way.

In the majority of filing systems, the documents and correspondence are arranged in chronological order.

Using the system

Documents are arranged in date order.

The most recent date is placed first (on top).

Filing drawers are divided into twelve monthly sections.

Each month is sub-divided into the appropriate number of days.

The clients’ documents can be placed in folders and filed under a specific reference date.

All documents in files or folders are arranged in this way.

Activity 12 Discuss the most commonly used filing system in your college or organisation and motivate why it is the most popular method. Compile an index card for the following client: Mr Peter Edwards, 31 Church Street, Cape Town, file number 206, telephone number 021 291 2048

Discuss the most commonly used filing system in your college or organisation and motivate why it is the most popular method.

Compile an index card for the following client: Mr Peter Edwards, 31 Church Street, Cape Town, file number 206, telephone number 021 291 2048

6. FILE DOCUMENTS USING A RECOGNISED SECURE FILING SYSTEM After completing this outcome, you will be able to: collect documents for filing. prepare documents for filing. read and index documents. code documents for filing. cross reference different files. sort files correctly.

After completing this outcome, you will be able to:

collect documents for filing.

prepare documents for filing.

read and index documents.

code documents for filing.

cross reference different files.

sort files correctly.

6.1 Collect documents to be filed Inspect each paper among the materials to be filed to establish that it has been released for filing. A “release mark”, usually placed in the upper-left corner, denotes a paper is ready to be filed. The “release mark” can be your boss’s initials, your initials, a check mark, a diagonal line across the page, or the word “FILE” stamped on the paper. A “release mark” is not necessary for attachments to documents.

Inspect each paper among the materials to be filed to establish that it has been released for filing.

A “release mark”, usually placed in the upper-left corner, denotes a paper is ready to be filed.

The “release mark” can be your boss’s initials, your initials, a check mark, a diagonal line across the page, or the word “FILE” stamped on the paper.

A “release mark” is not necessary for attachments to documents.

6.2 Preparing the documents Carefully inspect any papers that are stapled together to ascertain that they should be filed together. Remove all paperclips; also remove extra staples. Staple related papers together, putting the most recently dated paper on top. Remove any small slips of papers that are no longer needed e.g. a slip marked PLEASE FILE or a routing slip. Copy the names that are on the routing slip onto the top of the first page of the paper to be filed. Use tape to mend torn pages. Enlarge small pieces of paper to A4 size (full size sheet).

Carefully inspect any papers that are stapled together to ascertain that they should be filed together.

Remove all paperclips; also remove extra staples.

Staple related papers together, putting the most recently dated paper on top.

Remove any small slips of papers that are no longer needed e.g. a slip marked PLEASE FILE or a routing slip.

Copy the names that are on the routing slip onto the top of the first page of the paper to be filed.

Use tape to mend torn pages.

Enlarge small pieces of paper to A4 size (full size sheet).

6.4 Reading and indexing Decide where to file each paper. “ Indexing” is the mental process of determining the keyword under which a paper must be filed. Careful indexing is the real clue to success in finding papers. The keyword can be a name, a subject, or a geographic location. Avoid going through papers hastily; take time to read and decide. Avoid guessing where papers should be filed. Know what is in your files so that papers that belong together aren’t filed in separate files under different captions. The complete process of indexing involves determining: Indexing units within a name. The correct placing of each document.

Decide where to file each paper.

“ Indexing” is the mental process of determining the keyword under which a paper must be filed.

Careful indexing is the real clue to success in finding papers.

The keyword can be a name, a subject, or a geographic location.

Avoid going through papers hastily; take time to read and decide.

Avoid guessing where papers should be filed.

Know what is in your files so that papers that belong together aren’t filed in separate files under different captions.

The complete process of indexing involves determining:

Indexing units within a name.

The correct placing of each document.

6.5 Coding Marking the indexing caption on the paper; is called coding. Coding is done after it has been decided how the document should be filed. To code by name or subject, the name or subject is underlined with a coloured pen or it is written in the upper right hand corner of the document. To code by geographic location, underline the city, region or country. To code by number, clearly write the number assigned to the correspondent in the upper right corner.

Marking the indexing caption on the paper; is called coding. Coding is done after it has been decided how the document should be filed.

To code by name or subject, the name or subject is underlined with a coloured pen or it is written in the upper right hand corner of the document.

To code by geographic location, underline the city, region or country.

To code by number, clearly write the number assigned to the correspondent in the upper right corner.

6.6 Cross referencing What is cross referencing? What to do when documents are filed under more that one name: File the document under the name that is most often used. Also file a reference to the second file with it – a cross reference slip. When a document is likely to have more than two names, prepare additional cross references slips.

What is cross referencing?

What to do when documents are filed under more that one name:

File the document under the name that is most often used.

Also file a reference to the second file with it – a cross reference slip.

When a document is likely to have more than two names, prepare additional cross references slips.

6.6 Cross referencing To make cross references: Use a card file of the same size as the file, but use a different colour. For correspondence, use a pre-printed letter size cross reference sheet and write the cross referenced name on it. If the cross reference is a permanent part of the filing system, type the caption on a label and affix it to the tab of a half folder. Do not cross reference unnecessarily, BUT, when in doubt, make a cross reference. When you are using copies of correspondence as cross references, write the names of both (or all) the files in the upper right hand corner of the original and the duplicate.

To make cross references:

Use a card file of the same size as the file, but use a different colour.

For correspondence, use a pre-printed letter size cross reference sheet and write the cross referenced name on it.

If the cross reference is a permanent part of the filing system, type the caption on a label and affix it to the tab of a half folder.

Do not cross reference unnecessarily, BUT, when in doubt, make a cross reference.

When you are using copies of correspondence as cross references, write the names of both (or all) the files in the upper right hand corner of the original and the duplicate.

6.8 Sorting Sorting is the initial arrangement of files. As soon as the documents have been coded, they are ready to be sorted. This means that the documents must be arranged according to the index before they are placed in the files. Using the code marks as a guide, arrange the papers in the same order in which they will be filed. Sorting eliminates unnecessary shifting back and forth from shelf to shelf. You will be working efficiently and save time. Portable, vertical sorting trays can hold the papers until it is filed.

Sorting is the initial arrangement of files.

As soon as the documents have been coded, they are ready to be sorted.

This means that the documents must be arranged according to the index before they are placed in the files.

Using the code marks as a guide, arrange the papers in the same order in which they will be filed.

Sorting eliminates unnecessary shifting back and forth from shelf to shelf.

You will be working efficiently and save time.

Portable, vertical sorting trays can hold the papers until it is filed.

6.8 Sorting First divide the papers into manageable groups, e.g. A-E, F-J, K-P, Q-T, U-Z. Then separate the documents of the first group into sets – a set for each letter of the alphabet. Arrange the papers in each stack into alphabetical order. With numerical filing documents must first be arranged in alphabetical order. The number of the file will be found on the index card in the index drawer. Documents filed alphabetically must now be filed in strict alphabetical order. Documents are now in the correct indexing order. You can now move systematically from one drawer to the other to place the documents in the correct files. Documents inside the file must be placed chronologically - the most recent date placed right on top.

First divide the papers into manageable groups, e.g. A-E, F-J, K-P, Q-T, U-Z.

Then separate the documents of the first group into sets – a set for each letter of the alphabet.

Arrange the papers in each stack into alphabetical order.

With numerical filing documents must first be arranged in alphabetical order.

The number of the file will be found on the index card in the index drawer.

Documents filed alphabetically must now be filed in strict alphabetical order.

Documents are now in the correct indexing order.

You can now move systematically from one drawer to the other to place the documents in the correct files.

Documents inside the file must be placed chronologically - the most recent date placed right on top.

Activity 13 Explain why it is important to index a document. What is the purpose of using cross referencing with a filing system? Explain the methods by which a document can be coded.

Explain why it is important to index a document.

What is the purpose of using cross referencing with a filing system?

Explain the methods by which a document can be coded.

7. MAINTAIN THE SECURITY SURROUNDING DOCUMENTATION AND EQUIPMENT After completing this outcome, you will be able to: take precautions to maintain security. maintain the security of files. secure electronic information. secure office equipment.

After completing this outcome, you will be able to:

take precautions to maintain security.

maintain the security of files.

secure electronic information.

secure office equipment.

7.1 Precautions and guidelines to maintain security The need to protect certain types of information must be explained. Follow all company procedures and policies - they are there to protect the employees as well as the company. The type of information to be protected must be clearly defined. Penalties for violating the company’s policy must be explained. The dissemination of confidential information is prohibited. Employees must be educated about the kind of situations in which they might accidentally reveal confidential information. Employees must sign an agreement not to reveal information when they are hired.

The need to protect certain types of information must be explained. Follow all company procedures and policies - they are there to protect the employees as well as the company.

The type of information to be protected must be clearly defined.

Penalties for violating the company’s policy must be explained.

The dissemination of confidential information is prohibited.

Employees must be educated about the kind of situations in which they might accidentally reveal confidential information.

Employees must sign an agreement not to reveal information when they are hired.

7.1 Precautions and guidelines to maintain security Employees must be reminded that work product belongs to the business, not to individual employees. Procedures must be set up for identifying and safeguarding company proprietary information (for example, establish passwords for computers). Never leave the original document in the copying machine. Documents that are ‘signed out’ in the logbook must be signed back in when it is returned. Employees must know that they will be prosecuted for the theft of company secrets. Employees’ code of conduct should always be according to the company or organisation’s rules, regulations, policies and procedures - never be a security risk, never breach security and never be negligent. If there is a problem, follow the correct channels and complaints procedures (through the Human Resources department, a trade union or shop steward, or through a labour lawyer).

Employees must be reminded that work product belongs to the business, not to individual employees.

Procedures must be set up for identifying and safeguarding company proprietary information (for example, establish passwords for computers).

Never leave the original document in the copying machine.

Documents that are ‘signed out’ in the logbook must be signed back in when it is returned.

Employees must know that they will be prosecuted for the theft of company secrets.

Employees’ code of conduct should always be according to the company or organisation’s rules, regulations, policies and procedures - never be a security risk, never breach security and never be negligent.

If there is a problem, follow the correct channels and complaints procedures (through the Human Resources department, a trade union or shop steward, or through a labour lawyer).

Activity 14 Are you aware of any security guidelines or policy regarding security at the College, the SIM center or at the company where you work? Enquire about such a document and bring a copy to class for discussion. If no such document exists, ask your supervisor about security procedures and bring your notes to class for discussion. Consider the following: Type of business – how much security do they require? Are there special areas/items/documents that need more protection?

Are you aware of any security guidelines or policy regarding security at the College, the SIM center or at the company where you work? Enquire about such a document and bring a copy to class for discussion. If no such document exists, ask your supervisor about security procedures and bring your notes to class for discussion.

Consider the following:

Type of business – how much security do they require?

Are there special areas/items/documents that need more protection?

7.2 Maintaining the security of files It is very important that great care is taken when filing documents. What happens when documents are misfiled? It is time consuming to find the misplaced file. Confidential documents can be placed where unauthorised eyes will have access to the contents. Valuable company documents can be lost. Customer information can be lost. The company can get a reputation of being irresponsible about important information. Losing information can be a sign of bad customer relations and low levels of client service. You will be seen as unreliable and could lose your job.

It is very important that great care is taken when filing documents. What happens when documents are misfiled?

It is time consuming to find the misplaced file.

Confidential documents can be placed where unauthorised eyes will have access to the contents.

Valuable company documents can be lost.

Customer information can be lost.

The company can get a reputation of being irresponsible about important information.

Losing information can be a sign of bad customer relations and low levels of client service.

You will be seen as unreliable and could lose your job.

Activity 15 In groups discuss: Why does the ‘leaking of information occur?” Information that should be kept confidential.

In groups discuss:

Why does the ‘leaking of information occur?”

Information that should be kept confidential.

7.3 Securing electronic information Access control Authorisation Passwords For a password to be an effective security tool it should: Be changed regularly Not be shared with anyone Not be an obvious choice – your own name, a pets name, name of a family member, etc. Be a combination of letters and digits Up to 8 characters long Be changed frequently Not be typed where other users can see it. Access rights Read but not change data. Read and change data. Read, change and add data. Audit trail Encryption Back up data

Access control

Authorisation

Passwords

For a password to be an effective security tool it should:

Be changed regularly

Not be shared with anyone

Not be an obvious choice – your own name, a pets name, name of a family member, etc.

Be a combination of letters and digits

Up to 8 characters long

Be changed frequently

Not be typed where other users can see it.

Access rights

Read but not change data.

Read and change data.

Read, change and add data.

Audit trail

Encryption

Back up data

Security checklist for computers Protect your desktops and laptops Keep your software up to date Protect against viruses Set up a firewall Keep your data safe Use the internet safely Protect your network Protect your servers Secure your line of business applications Manage desktops and laptops from the server

Protect your desktops and laptops

Keep your software up to date

Protect against viruses

Set up a firewall

Keep your data safe

Use the internet safely

Protect your network

Protect your servers

Secure your line of business applications

Manage desktops and laptops from the server

Activity 16 If you have access to an office environment or are at a SIM centre, perform the following functions: lock documents away lock diskettes or CDs away that contain valuable files change your password on the computer set an alarm

If you have access to an office environment or are at a SIM centre, perform the following functions:

lock documents away

lock diskettes or CDs away that contain valuable files

change your password on the computer

set an alarm

Activity 17 Discuss the security required in the areas where equipment is installed in the college or at the office.

Discuss the security required in the areas where equipment is installed in the college or at the office.

Activity 18 Research the security procedures at the college, the SIM centre or at work. Are they sufficient and effective? Discuss. Can the system be easily by-passed? Suggest some solutions. Should the system be improved? What do you suggest?

Research the security procedures at the college, the SIM centre or at work.

Are they sufficient and effective? Discuss.

Can the system be easily by-passed? Suggest some solutions.

Should the system be improved? What do you suggest?

8. ANALYSE AND DISTRIBUTE BUSINESS INFORMATION After completing this outcome, you will be able to: understand the different types of business information. analyse business information. distribute information in the office. distribute messages in the office. distribute e-mail.

After completing this outcome, you will be able to:

understand the different types of business information.

analyse business information.

distribute information in the office.

distribute messages in the office.

distribute e-mail.

8.1 Kinds of business information Includes documents such as: Invoices Credit notes Return to suppliers Statements Purchase orders Marketing materials Newsletters Memo‘s Meeting minutes Information received from external sources is received via post, fax or email and is contained in documents such as: Orders Payments Delivery notes Supplier invoices Marketing brochures/magazines

Includes documents such as:

Invoices

Credit notes

Return to suppliers

Statements

Purchase orders

Marketing materials

Newsletters

Memo‘s

Meeting minutes

Information received from external sources is received via post, fax or email and is contained in documents such as:

Orders

Payments

Delivery notes

Supplier invoices

Marketing brochures/magazines

Activity 19 In the SIM center or your office briefly describe the route of an order from a customer through the office up to delivery to the customer. Where does the order enter the company? Which documents are generated in the process? Which departments are involved with the documentation? How do the different departments communicate with each other to get the order through the system to the customer?

In the SIM center or your office briefly describe the route of an order from a customer through the office up to delivery to the customer.

Where does the order enter the company?

Which documents are generated in the process?

Which departments are involved with the documentation?

How do the different departments communicate with each other to get the order through the system to the customer?

8.2 Analysing business information Information that you have to manage has to be distributed to the appropriate departments and people. You will have to analyse each item and decide where it must be sent. Items addressed to a specific person and marked ‘personal’ must be delivered to that person. Items must be read and sent to the correct department or person. Every item will not necessarily be correctly marked. It is your job to check the contents and then to forward it to the correct person.

Information that you have to manage has to be distributed to the appropriate departments and people.

You will have to analyse each item and decide where it must be sent.

Items addressed to a specific person and marked ‘personal’ must be delivered to that person.

Items must be read and sent to the correct department or person.

Every item will not necessarily be correctly marked. It is your job to check the contents and then to forward it to the correct person.

8.3 Distributing information in the office Write the name of the person and the name of the department on the item. When all the items for distribution have been correctly marked, you can either deliver them yourself or send them to the office distribution centre, which will deliver them as addressed. Priority items must be delivered without delay. Organise the delivery with the distribution centre or hand deliver these items yourself. Depending on the size of the company, information has to be distributed to specific departments such as: Sales or orders Accounts Operations Production Marketing/Advertising Human Resources Customer services, etc.

Write the name of the person and the name of the department on the item.

When all the items for distribution have been correctly marked, you can either deliver them yourself or send them to the office distribution centre, which will deliver them as addressed.

Priority items must be delivered without delay. Organise the delivery with the distribution centre or hand deliver these items yourself.

Depending on the size of the company, information has to be distributed to specific departments such as:

Sales or orders

Accounts

Operations

Production

Marketing/Advertising

Human Resources

Customer services, etc.

Activity 20 The class is split into groups. Each group splits into two groups again. The first group must find in the SIM centre or office, ten examples of information that must be distributed to individuals or groups of employees in the office. Address each document personally or generally. The marked documents are handed to the second group to analyse and address for the appropriate department or person. The group as a whole decides what the best and most appropriate means of delivery would be for each document.

The class is split into groups.

Each group splits into two groups again.

The first group must find in the SIM centre or office, ten examples of information that must be distributed to individuals or groups of employees in the office.

Address each document personally or generally.

The marked documents are handed to the second group to analyse and address for the appropriate department or person.

The group as a whole decides what the best and most appropriate means of delivery would be for each document.

8.4 Distribute messages Record the following information: Time and date of the call. For whose attention the message is. The name of the company and the name of the caller. Was is a telephone call or a personal visit? The complete message. Your name or the name of whoever. It is that took the message. Delivering the message: Have a messenger deliver it by hand. Put it in the appropriate mailbox. Leave it with the receptionist. Deliver it personally. Read the message over the telephone. Leave a voice-mail message with all the details. Send an e-mail. Send an sms to a personal cell-phone number. Put the message on his/her desk. Write it in a diary that everybody reads daily. Place it – clearly marked – on the notice board.

Record the following information:

Time and date of the call.

For whose attention the message is.

The name of the company and the name of the caller.

Was is a telephone call or a personal visit?

The complete message.

Your name or the name of whoever. It is that took the message.

Delivering the message:

Have a messenger deliver it by hand.

Put it in the appropriate mailbox.

Leave it with the receptionist.

Deliver it personally.

Read the message over the telephone.

Leave a voice-mail message with all the details.

Send an e-mail.

Send an sms to a personal cell-phone number.

Put the message on his/her desk.

Write it in a diary that everybody reads daily.

Place it – clearly marked – on the notice board.

Activity 21 Make copies of the message forms on the next page or find similar forms in the SIM centre or at your office. Fill the following messages in correctly: Mr Smith from City Lodge – 011-5354798 – has called to confirm with Ms Hendriks (personnel) the arrangements for the staff function June 6 at 1900. The venue can accommodate 25 people. All the details have been e-mailed. Shariefa called Mrs Nkomo – Office Manager. She is sick and will call again after she has been to the doctor. Her appointment is at twelve. She is at home. Mr Llanga – PrintPerfect, 031-7621022, will be in Pietermaritzburg on Tuesday, 29 Feb. Can he see Ms Reddy – Sales Manager – for lunch to discuss the pamphlets. Please confirm with e-mail or SMS - llanga@printpm.co.za

Make copies of the message forms on the next page or find similar forms in the SIM centre or at your office. Fill the following messages in correctly:

Mr Smith from City Lodge – 011-5354798 – has called to confirm with Ms Hendriks (personnel) the arrangements for the staff function June 6 at 1900. The venue can accommodate 25 people. All the details have been e-mailed.

Shariefa called Mrs Nkomo – Office Manager. She is sick and will call again after she has been to the doctor. Her appointment is at twelve. She is at home.

Mr Llanga – PrintPerfect, 031-7621022, will be in Pietermaritzburg on Tuesday, 29 Feb. Can he see Ms Reddy – Sales Manager – for lunch to discuss the pamphlets. Please confirm with e-mail or SMS - llanga@printpm.co.za

8.5 Distribute email Message options can be set for: Importance: High Low Normal Sensitivity Normal Personal Private Confidential There is little effort required in getting the information to the relevant people, inside or outside of the company. If the answer is required urgently, the e-mail can be followed up with a phone call. Call the addressee, tell him/her to expect the e-mail and explain its urgency.

Message options can be set for:

Importance:

High

Low

Normal

Sensitivity

Normal

Personal

Private

Confidential

There is little effort required in getting the information to the relevant people, inside or outside of the company. If the answer is required urgently, the e-mail can be followed up with a phone call. Call the addressee, tell him/her to expect the e-mail and explain its urgency.

9. The use and maintenance of office equipment After completing this outcome, you will be able to: understand the limits of personal use of office equipment. operate office equipment effectively. understand the safety principles when using electrical equipment. arrange for the repair of faulty equipment. find appropriate maintenance providers. understand the content of maintenance agreements. contact maintenance providers. replenish consumables for office equipment.

After completing this outcome, you will be able to:

understand the limits of personal use of office equipment.

operate office equipment effectively.

understand the safety principles when using electrical equipment.

arrange for the repair of faulty equipment.

find appropriate maintenance providers.

understand the content of maintenance agreements.

contact maintenance providers.

replenish consumables for office equipment.

9.1 Personal use of office equipment Personal use of office equipment such as PCs, telephones, tools, fax machines and photocopiers can easily become excessive. When this happens the company will have to implement rules to restrict this abuse. Problems arising from excessive personal use of office equipment are: Broken equipment, which may cause disputes over who is responsible for repair. Lower productivity, as employees use work time for personal tasks using business equipment. Premature wear and maintenance on the equipment. Morale problems if certain personal use habits are suddenly curtailed or if only some employees are allowed to use the equipment.

Personal use of office equipment such as PCs, telephones, tools, fax machines and photocopiers can easily become excessive. When this happens the company will have to implement rules to restrict this abuse.

Problems arising from excessive personal use of office equipment are:

Broken equipment, which may cause disputes over who is responsible for repair.

Lower productivity, as employees use work time for personal tasks using business equipment.

Premature wear and maintenance on the equipment.

Morale problems if certain personal use habits are suddenly curtailed or if only some employees are allowed to use the equipment.

Activity 22 Michele, in the course of her job, uses a computer. Every so often, Michele will use her break time to play Solitaire on the computer. You’ve never seen her playing computer games on company time and it doesn’t seem to be affecting her work or the work of other employees. What do you do?

Michele, in the course of her job, uses a computer. Every so often, Michele will use her break time to play Solitaire on the computer. You’ve never seen her playing computer games on company time and it doesn’t seem to be affecting her work or the work of other employees.

What do you do?

Activity 23 Find the instruction handbook of the fax, the copier and/or other equipment specific to your office, the SIM centre or the college. Turn to the section on Basic operations. Follow the instructions in the manual and demonstrate how the machine operates. Next, turn to Functions and demonstrate the different functions of the machines.

Find the instruction handbook of the fax, the copier and/or other equipment specific to your office, the SIM centre or the college. Turn to the section on Basic operations. Follow the instructions in the manual and demonstrate how the machine operates.

Next, turn to Functions and demonstrate the different functions of the machines.

9.3 Safety principles for general operation of electrical equipment Every employer is required by law to provide a safe and healthy working environment for its employees. Employees also have a responsibility Don’t operate machines without proper training or supervision. Follow the instruction manual. Know how to cut the electrical supply in an emergency. All electrical connections must be made safe and wiring protected by casings. Do not operate faulty or damaged equipment. Report and arrange for repair. All dangerous parts must be covered by safety guards.

Every employer is required by law to provide a safe and healthy working environment for its employees.

Employees also have a responsibility

Don’t operate machines without proper training or supervision.

Follow the instruction manual.

Know how to cut the electrical supply in an emergency.

All electrical connections must be made safe and wiring protected by casings.

Do not operate faulty or damaged equipment. Report and arrange for repair.

All dangerous parts must be covered by safety guards.

Activity 24 In groups walk through the office, SIM centre, or campus inspecting all the office equipment. Make notes of all the unsafe electrical conditions. On your return, report back on the conditions you have found. What should you do about these unsafe conditions?

In groups walk through the office, SIM centre, or campus inspecting all the office equipment. Make notes of all the unsafe electrical conditions.

On your return, report back on the conditions you have found. What should you do about these unsafe conditions?

9.4 Arranging for repair of faulty equipment If there is no maintenance plan the following will start happening: Staff will be unable to continue with their work because of non-functioning equipment. (This crisis is usually solved by an expensive quick fix.) The same equipment failures happening again and again. No maintenance standards or best practices exist. In order to promote continuous productivity in the office and prevent unnecessary and frustrating work stoppages, it is necessary to regularly check and arrange to repair faulty equipment.

If there is no maintenance plan the following will start happening:

Staff will be unable to continue with their work because of non-functioning equipment. (This crisis is usually solved by an expensive quick fix.)

The same equipment failures happening again and again.

No maintenance standards or best practices exist.

In order to promote continuous productivity in the office and prevent unnecessary and frustrating work stoppages, it is necessary to regularly check and arrange to repair faulty equipment.

9.5 Finding the appropriate maintenance provider Guidelines for finding a provider: Word of mouth is always a good reference. Talk to other businesses that have similar equipment and find out who their service provider is. Find a supplier in the Yellow Pages. The manufacturers of equipment do maintenance on their own machines or have designated service providers. Other sources of finding service providers are trade fairs, exhibitions, data base of the local chamber of business and trade magazines.

Guidelines for finding a provider:

Word of mouth is always a good reference. Talk to other businesses that have similar equipment and find out who their service provider is.

Find a supplier in the Yellow Pages.

The manufacturers of equipment do maintenance on their own machines or have designated service providers.

Other sources of finding service providers are trade fairs, exhibitions, data base of the local chamber of business and trade magazines.

9.5 Finding the appropriate maintenance provider Once service providers for the different machines have been identified, their contact details must be obtained. Include the following : Names of contact person. Names of technicians who have previously worked on the machine. Telephone numbers of the company and also, where possible, cell phone numbers of the technicians. Service provider address. E-mail addresses.

Once service providers for the different machines have been identified, their contact details must be obtained. Include the following :

Names of contact person.

Names of technicians who have previously worked on the machine.

Telephone numbers of the company and also, where possible, cell phone numbers of the technicians.

Service provider address.

E-mail addresses.

Activity 25 Check which machines are used in the SIM centre or at your office. Now find two suitable service providers in the Yellow pages for each of the following: Telecommunication equipment Photocopiers/printers Computer hardware Open an equipment file and insert a page for each machine. On each page write all the necessary details of each provider. Motivate why you have chosen a specific provider.

Check which machines are used in the SIM centre or at your office. Now find two suitable service providers in the Yellow pages for each of the following:

Telecommunication equipment

Photocopiers/printers

Computer hardware

Open an equipment file and insert a page for each machine. On each page write all the necessary details of each provider.

Motivate why you have chosen a specific provider.

9.6 Maintenance agreements A good maintenance agreement will determine: which machines are covered by the agreement. the frequency of the services. details of routine maintenance to be done. whether the service contract covers emergency call outs; if so, to what extent. parts replacements covered by the agreement. for how long the contract will run. if the contract automatically renews once it expires if any part of the contract is refundable if equipment must be replaced before the contract expires if the contract covers ‘house calls’ or if the machine must be taken to the repair shop that the service contract does not duplicate the warranty on the equipment. whether software updates are included in the contract whether training on the machines are included.

A good maintenance agreement will determine:

which machines are covered by the agreement.

the frequency of the services.

details of routine maintenance to be done.

whether the service contract covers emergency call outs; if so, to what extent.

parts replacements covered by the agreement.

for how long the contract will run.

if the contract automatically renews once it expires

if any part of the contract is refundable if equipment must be replaced before the contract expires

if the contract covers ‘house calls’ or if the machine must be taken to the repair shop

that the service contract does not duplicate the warranty on the equipment.

whether software updates are included in the contract

whether training on the machines are included.

Activity 26 Find maintenance or service contracts used by the SIM centre, the college or your office. Read through the contracts and discuss them in terms of the above requirements. Specifically look at areas that the client can save money on the agreement by downgrading the offered service, such as: Frequency of visits – is the machine reliable or not? Are house calls required or can the machine be taken to the shop? What does the warranty cover? How long is the service contract compared to the lifespan of the specific machine? Will a more up to date machine have to be installed before this service contract expires?

Find maintenance or service contracts used by the SIM centre, the college or your office. Read through the contracts and discuss them in terms of the above requirements.

Specifically look at areas that the client can save money on the agreement by downgrading the offered service, such as:

Frequency of visits – is the machine reliable or not?

Are house calls required or can the machine be taken to the shop?

What does the warranty cover?

How long is the service contract compared to the lifespan of the specific machine? Will a more up to date machine have to be installed before this service contract expires?

Activity 27 Find out who the maintenance providers are for the equipment at the SIM centre or at your office. Is there a file with all their contact details? To whom must repair requirements be reported?

Find out who the maintenance providers are for the equipment at the SIM centre or at your office.

Is there a file with all their contact details?

To whom must repair requirements be reported?

Activity 28 Discuss in class: Write down at least three requirements of a good service provider. When maintenance providers do not provide adequate service, who do you report to? How will you know that the service is not adequate? What kinds of problems would it be necessary to report? Keep a maintenance log to record dates and times of the visits of the provider. Make a note of the problem seen to during the visit. What should be done if the log shows that the same problem often reoccurs? Include the log in the equipment file along with the page for that machine.

Discuss in class:

Write down at least three requirements of a good service provider.

When maintenance providers do not provide adequate service, who do you report to?

How will you know that the service is not adequate?

What kinds of problems would it be necessary to report?

Keep a maintenance log to record dates and times of the visits of the provider. Make a note of the problem seen to during the visit. What should be done if the log shows that the same problem often reoccurs?

Include the log in the equipment file along with the page for that machine.

9.8 Maintenance equipment and consumables Each machine requires its own specific consumables, replacements and equipment for maintenance. Check with the manufacturer and look in the operating manual to find out what should be kept in the office and in which quantities. You will need to know how often consumables and replacements are needed so that sufficient stock of the items can be kept.

Each machine requires its own specific consumables, replacements and equipment for maintenance. Check with the manufacturer and look in the operating manual to find out what should be kept in the office and in which quantities. You will need to know how often consumables and replacements are needed so that sufficient stock of the items can be kept.

Activity 29 Make a list of the consumables required for the: Fax machine Printer/Photocopier

Make a list of the consumables required for the:

Fax machine

Printer/Photocopier

Requisition form

Stock control card

Activity 30 Find out how maintenance stock is issued in the SIM centre or at your office. Get copies of a requisition form. Fill in consumables necessary for the Printer. Have the requisition approved. Get copies of the stock control card for the item and fill in the details. Should stock be re-ordered? Discuss with stockroom controller / manager / purchasing manager.

Find out how maintenance stock is issued in the SIM centre or at your office.

Get copies of a requisition form.

Fill in consumables necessary for the Printer.

Have the requisition approved.

Get copies of the stock control card for the item and fill in the details.

Should stock be re-ordered?

Discuss with stockroom controller / manager / purchasing manager.