TANDUN PROMIS THIOBEEMS UNIVERSITY/ 672-47-46-30/696-88-60-23 ORGANIZATION OF ACTION I

COURSE NAME: ORGANIZATION OF ACTION I

OPTION: HUMAN RESOURCE MANAGEMENT

COURSE MASTER: MR. TANDUN PROMIS

“The reward for hard work is more work,

WhatsApp me on: 672-47-46-30/696-88-60-23 for questions only

ACADEMIC YEAR 2024-2025

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CHAPTER ONE
ADMINISTRATIVE WORK

Introduction
Administrative work encompasses a wide range of tasks and responsibilities that support the smooth operation
of an organization. It involves tasks such as managing calendars, scheduling appointments, answering phone
calls and emails, organizing files, preparing reports, and coordinating meetings and events. Administrative work
is essential to the success of any organization, as it ensures that all operations run efficiently and effectively. It
requires strong organizational skills, attention to detail, and the ability to multitask and prioritize tasks.
Administrative professionals may work in various industries, including healthcare, education, government, and
business. They play a critical role in managing the day-to-day operations of an organization and are often the
backbone of a successful team.

What is Administrative Work?

Administrative work refers to the tasks and duties that are related to the management and organization of a
business or institution. This can include tasks like answering phones, scheduling appointments, managing files
and documents, preparing reports, coordinating meetings and events, handling financial transactions, and more.
Administrative work is essential for the smooth operation of any organization and requires strong organizational,
communication, and time management skills.
1.1 DEFINITION OF OFFICE
An office is the administrative centre of a business. The purpose of an office has been defined as the providing
of a service of communication and record. An office is a place where business is transacted or professional
service is available.
1.2 FUNCTIONS OF MODERN OFFICE
I. Basic Functions (or) Routing Functions:
(a) Receiving and collecting information: It is the primary function of office to receive and collect the
information for timely business decisions. Information is generally collected both from Internal sources such
as letters, memos, circulars, notices etc., issued by different departments, sections and External sources like
government departments, financial Institutions, banks, suppliers, customers, universities, general public etc.
(b) Recording of information: The collected Information has to be recorded for future reference in a suitable
form. This recorded information is needed for preparing future plans, policies and taking decisions.
(c) Arranging (or) Processing of Information: All the information received cannot be used as it is. Office has
to convert the collected information in the form of notes, reports, diagrams, graphs etc., depending upon the
nature of information for easy access and understanding.

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(d) Storing Data: The recorded information should be protected for future reference. The degree of necessity
of data will determine the duration for protecting the same. Based on the importance of data, office will store
them in a separate file.
(e) Communication of Recorded Data: Office has to supply the right information at the right time to different
departments and also to outside bodies who are related in some way or the other for prompt and sound business
decisions.
II. Administrative Management Functions:
For the smooth functioning of the office there are certain administrative functions needed to be performed.
These functions are outlined below:
1. Management Functions: Office work has to be properly planned, organized and executed according to the
plan. For efficient functioning of an office the manager has to perform the following function such as.
Planning.
Organizing.
Staffing.
Directing.
Communication.
Controlling.
Co-ordination.
Motivation.
2. Developing Office Systems and Procedures: Most important function of the office is to plan and set up
suitable systems and procedures for the major activity of office. For the efficient and economical performance
of office operations, each major work of the office is to be carefully planned and also the routine procedures
for performing them to be determined beforehand itself.
3. Form Designing and Control: A form is a standardize record, which is used to accumulate and transact
information for reference purposes. These forms serve as a storehouse of information. Since the office work is
largely paper work, the form used should be designed so as furnish the required information in an appropriate
manner. It is the duty of the office to design the forms that can be used in various departments.
4. Purchasing and Supply of Office Stationery: Majority of office work are paper work. Consequently,
adequate supply of office stationery of suitable quality is of prime importance for the systematic and efficient
performance of office work. It is the task of office to look after the standardization, selection, and purchase of
office stationery and its distribution to different departments.
5. Selection and Purchase of Office Furniture, Equipment and Machines: The office has to select and
purchase the right type of furniture, equipment and machines in right quantities, so that office work can be
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carried out according to the planned system and routine without any interruptions and must also ensure their
fullest utilization in the organization.
6. Public Relations Functions: An office has not only maintained relations with the other departments, it also
needs to maintain a good dealing with the outside world such as suppliers, customers, bankers, government
departments and the public at large. Maintaining good relations with these stakeholders increases the reputation
and goodwill of the company.
7. Retention of the Records: Records are those documents which serves as objective evidence of activities
performed, events occurred, results achieved, or statements made. They are created /received by an organization
in routine transaction of its business or in pursuance of its legal obligations. Office retains records such as
correspondence, invoices, orders, financial and cost records, and minutes etc., for future reference.
8. Safeguarding Assets: It is one of the functions of office to safeguard the assets of the organization, such as
immovable assets like buildings, plants, machinery, office equipment, lighting and air conditioning equipment,
and movable assets like furniture, office machinery, title deeds, records and documents, or cash, etc., against
loss or damages from unforeseen conditions.
9. Controlling office Costs: With the adoption of scientific methods in office management, a modern office
discharges the function of controlling office costs through (a) Mechanization of the office. (b) Adopting time
and labour saving devices in the office. (c) Using better forms. (d) Analyzing the existing office routines and
adopting improved ones.
1.3 IMPORTANCE OF OFFICES
An office is an important unit of the whole organization which is also regarded as the mainspring of a watch. It
has its equal importance in the government sector as well as in the private sector. It is essential for the office to
perform a number of administrative as well as clerical functions in the process of achieving the organizational
objectives.
(a) Information Center: The office serves as an information center. It collects information from sources like
invoices, letters, memos, agreements, vouchers etc., and protects them in safe mode on the basis of their
importance for future reference.
(b) Proof of Existence: The office is the evidence for existence and survival of business. As office coordinates
the functions of different departments of an organization, without office no business house can survive. People
tent to generalize about the existence of business only with the help of regular functioning of an office.
(c) Channel of Communication: The office is the channel of communication between different people and
department of business. The staffs working at various levels of managerial hierarchy are linked with one another
through office. Office transmits the information about the functioning of different departments such as
personnel, finance, production and marketing with each other.
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(d) Co-Ordination of Work: Business is divided into department and subunits for bringing simplicity in the
operation. The office will work as a coordinator to maintain the relationship between departments. It develops
productivity relationship to achieve common goals of an organization.
(e) Centre for Formulation and communication of plan and policies: A business is established with the
objective of attaining the certain result. To achieve this result top level manager formulate plans and policies
from office. These plan and policies are communicated to related person through the office. Therefore, the
office is a center for the formulation and communication of plans and policies.
(f) Managerial Control: The process of developing performance standard and comparing with actual
performance in order to take corrective action for deviations if any is called controlling. The office helps in
controlling the activities of different people and department of an organization. Through controlling it ensures
that the various activities of business are performed with much accuracy.
(g) Memory Center: Office protects important information of past in a safe manner. The departments and
people generally collect needed data from the office as and when they are required. It provides information
storage facilities in the form of files and devices on the basis of their importance for future reference. Therefore,
the office is considered as memory center.
(h) Service Center: The office works as a service center for different units and departments of an organization.
It provides clerical services like mailing, filing, typing, printing, supplying resource etc., to all people working
in different departments of an organization.
1.4 TYPES OF OFFICE:
Front office: The front office otherwise called reception. It refers to a company‘s department that come in
contact with outsiders such as clients, suppliers, bankers, financial institutions and general public at large. The
front office welcomes visitors, deals with queries of the visitors, and receives mails and disseminates the same
to respective departments.
The Middle Office: The middle office is usually a part of operations division of the business unit. These
divisions ensure the proper flow of work within the organization. Middle office generally functions along with
the front office and it comprises of departments of financial services. Due to their critical role, it is supervised
by the back office managers.
Electronic Office: It is integrated computer systems designed to handle office work. In this office all the
activities are carried out with the help of software applications. The aim of e- office is to reduce paper work
and speed up business operations. The introduction of e-office improves accuracy and efficiency of
organizations and thereby improved their level of service.
Virtual Office: Virtual Office‖ implies mobile or remote work environment equipped with
telecommunication links and basic office furniture, but without a fixed office space. Office automation has led
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to the development of virtual office concept. It works just like a physical office but without physical space and
facilities. Employees interact with others through portable communication tools such as electronic mail, cellular
phone, voice mail system, laptop computer, fax machine, and audio/video conferencing system. Employees
armed with these tools can perform their work from any place their homes, cars, restaurants, airports, customers
‘offices, and so on.
Back Office: These offices are generally found in operating corporate organizations where tasks dedicated
to operating the company are performed. The term comes from the building layout of early organizations here
the front office would contain the sales and other costumer-facing staff and the back office would be those
manufacturing or developing the products or involved in administration but without being seen by customers.
Although the operations of back office are usually not given a lot of consideration, their contribution to the
business is significant.
1.5 OFFICE MANAGER
An office manager is an individual, who is in-charge of an office and whose function is to organize and control
the activities of the office. He is appointed to head the office. The office manager is the pivot around which the
office function revolves. He extracts the work from the subordinates to achieve organizational goals. It is his
responsibility to plan, organize and control the clerical aspects of the organization including the preparation,
communication, coordination and storage of data to support production and other important operations of
industrial establishments. He monitors the work processes and evaluates their outcome. On the whole he is
appointed as an administrative head of office. Today, in the modern era of dynamic and competitive business
environment, the office manager has to perform a wide variety of tasks from managing basic office services to
handling of the most modern techniques of systems integration, automation, operations research and
communication. In performing these tasks, he assumes the position of a full-fledged functional executive at par
with other operational executives.
1.5.1 QUALIFICATIONS OF OFFICE MANAGER:
(i) Education and Practical training: An office manager must have appropriate educational qualifications.
He should possess not only bachelor ‘s degree in the relevant discipline, but also have proficiency in English
and one or more foreign languages. The office manager must also have special training in business
administration, accounting, office systems and procedures, office machines and data processing methods.
(ii) Experience: He should have sufficient business experience preferably be in a similar organization as the
one employing him as office manager. This will enable the office manager to get familiar with the routine
procedures of the organization and also the problems of the office that he has to manage.
(iii) Personal Qualities: The main task of the office manager is to get the office work done by personnel of the
office efficiently and economically. To achieve this objective, he must be able to organize, inspire and lead the
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staff under him. He must also try to understand the ability and aptitude of each individual worker and delegate
work to them accordingly. For this he must possess a number of personal qualities such as leadership, sound
judgment, sense of justice and fair play, impartiality, sincerity, understanding of human nature, tact,
persuasiveness etc.
1.5.2 FUNCTIONS OF OFFICE MANAGER
1. Managerial Functions: The office manager is the administrative head of office. It is his duty to manage the
entire affairs of an office. As an administrative in charge, he is expected to perform the following functions.
Planning the work to be performed beforehand.
Forecasting the future demands based on past records.
Organizing the activities of office.
Co-ordinating the activities of various departments.
Executing the policies and programmes of the management.
Communicating various policy decisions to the functional managers.
Designing and implementing new systems and procedures.
Reviewing system and procedures periodically and effecting changes in them.
2. Supervisory Functions: The prime duty of office manager is to extract the work from subordinates. In this
regard, he performs the following supervisory functions:
Dividing and allocating the work among the subordinates based on their specializations.
Ensuring that the work is carried out as per predetermined schedule.
Exercising regular control over the quantity and quality of the work done by the subordinates.
Providing adequate stationery and supplies and controlling their usage.
Arranging for appropriate equipment and maintaining them in proper working conditions.
Maintain the office, well organized, clean and tidy.
3. Personnel Functions: At times office manager acts as a human relation officer for his own department. To
ensure higher degree of accuracy and efficiency at work he should have efficient subordinates. For that purpose,
he discharges the following duties.
Recruit or hire skilled workers for the departments.
Arranging for training and development programmes for the subordinates to upgrade their knowledge.
Conducting staff appraisal interviews periodically.
Measuring the work of subordinates through appropriate methods.
Fixing up remuneration for the staffs and devising methods for suitable compensation.
Dealing with matters as regards to indiscipline.
Counselling and settling the disputes among the subordinates to the possible extent.
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4. Duties to the Management: manager is a functional head of the department. He acts as staff expert to top
management and offers advices on various policy matters relating to office routine. He also performs the
functions like
Provision of information that is needed to make policy decisions.
Supporting and implementing the policies of the top management.
Reporting the problems to the management which are beyond his limits.
Identifying problems in the implementation of the policies and reporting to the top management for remedial
action.
Handling mails and fixing up appointments on behalf of top managers.
1.5.3 QUALITIES OF GOOD OFFICE MANAGER:
In the recent years the authority and responsibilities of office manager have grown substantially. They are more
involved in policy decisions. The office manager should be capable to face challenges of modern complexities
of business world. Dynamic office manager possesses the following qualities.
1. Organizing Ability: A modern office manager must be a good organizer. He should organize the office
services in such a way that it can be performed smoothly, efficiently and economically. He has to act in the
following manner:
2. Dynamic Leadership: He should be an energetic leader. He should inspire and build confidence in the minds
of the subordinates. He must also encourage the subordinates to perform their job effectively and efficiently to
achieve the common goals of an organization.
3. Innovative: He should be innovative. He should have creative thinking and capability to develop better
methods and systems. Moreover, he should always in search of new and innovative methods and techniques of
doing the office work in order to increase the efficiency and quality of the work.
4. Ability to Delegate: Office manager should be competent to divide and allocate the job among the
subordinates according to their capabilities. Effective delegation of authority ensures accountability among
subordinates and indirectly boosts their moral to a higher level.
5. Development of Personnel: He should be a demographic leader. He must encourage the subordinates to
carry on their routine work without his interventions and also allow them to participate in the decisions relating
to their work. He must conduct staff appraisal periodically to identify their progress and accordingly arrange
for training and development programmes for their self-up gradation.
6. Forward Looking: The office manager should be forward looking. He should be competent to forecast the
future, visualize the future problems and devise plan to avoid such problems. E.g. heavy competition, fall of
demand, price hikes etc.,

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7. Other Qualities: In addition to the above mentioned qualities, the office manager must have highest level
of integrity and should be honest and ethical in his dealings with everyone both inside and outside the
organization. He should be freely contacted and consulted by people from all the departments in the
organization. He should be able to handle situations diplomatically.

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CHAPTER TWO
ACCOMMODATION AND ENVIRONMENT
1.1. Introduction
Every Office Manager is concerned about getting office work performed with the maximum efficiency and at
minimum cost. But this would be possible only if office managers make a proper selection of employees, give
them proper training and guidance, and places them in the appropriate jobs. However, if the office staff is to
work efficiently, he must be properly accommodated, have a good working environment, and should be
properly equipped. Suitable accommodation, modern equipment and proper working conditions are not in any
way less important factors in improving efficiency and reducing costs. The place of work and its surroundings
are important factors which affect the efficiency of employees to a large extent. Most office working requires
employees to work for long hours in the office doing task that need concentration or brain work, repetitive and
monotonous activities of filing, indexing, dispatching and reporting. This implies that there will be high level
of inefficiency in offices where accommodation is insufficient and the environment and working and working
conditions are not conducive.

1.2. Principles
The office manager should consider the following principles when making decisions concerning office
accommodation;
i. The office must be located at some convenient place so that it may serve the entire organisation in the
best possible manner.
ii. Office space should be sufficient from the point of view of the present and future needs of the
organization.
iii. Due provision should be made for the conveniences and amenities required for the comfort and well-
being of the staff, e.g., Washing room, rest room, water coolers, canteen, etc. Service facilities like
telephone, lift, internal communication, etc., should be available in office, while others like banking,
transport, market, post office, etc., should be available near the office premises.
1.3. Location of the Office
Every Office Manager should give a full and proper consideration to a suitable location for his office. This
location or site is an important consideration because an unsuitable location may result in a waste of resources
and efforts and loss of time, inconvenience to the office staff as well as to the persons dealing with it. The
problem of location arises under one or the other of the following conditions:

i. At the time of starting a business enterprise.

ii. The increased volume of work may require a change of office location.

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iii. The facilities provided in the original enterprise location are no longer sufficient for the expanding
business, and therefore, the entire expansion of the existing office requires a new location.
iv. The lease for the office premises has expired and the owner of the premises was not prepared to renew
it.
v. Shifting of the business by the business enterprise from one place or one State to another.
1.4. The Office Building
The problem of choosing the right location for the office premises is as complicated as that of getting a proper
and suitable building to accommodate it. The office building should not only be of a proper size and shape, it
should also be of such design as to serve the particular needs of the enterprise. Often, it is very difficult to get
a building which exactly suite to the requirements of the organisation. The management should try to obtain
such premises which fulfill its requirements in the best possible manner. The first thing the management has to
decide about is whether to own the office building or to rent it or lease it. Where should the constructed building
be bought? Should a plot of land be acquired and a building appropriate to the requirements of the organization
built upon it? If a constructed building is bought, it may be adapted or altered according to the requirements of
the enterprise. The construction of one’s own office building may be necessitated in the following
circumstances:

i. When the business is large and well established

ii. When the demand for the products or services of the organisation is of a relatively stable character
iii. When there is a cost advantage in the construction of the business premises
iv. When a specific type of building is required for office purposes; e.g., centrally air- conditioned, sound-
proof or specially constructed for housing computers etc.
1.5. Office Layout or office design
After acquiring the building for the office, the next important task before the Office Manager is office space
planning or office layout. In Smithies (1981) as cited in Raheem (2010), design is defined as the process by
which humans order their surroundings, re-shape natural materials to suit their needs and purpose. Design arises
from the interaction between humans and the natural environment and the express human intentions, desires
and hopes. In Rawson (1988) as cited in Raheem (2010), all designs have four main aspects namely; material
(the object or raw material), process (the means or methods or techniques use to transform a material), form
(the shape an object takes after transformation) and purpose (the conceived needs the transform material will
fulfil).
According to Business Dictionary (2019) office design is “the arrangement of workspace so that work can be
performed in the most efficient way.” According to Littlefield, "Office layout may be defined as the

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arrangement of equipment within the available floor space". It can be described as the arrangement of different
departments, equipment and men within a given floor space with a view to make optimum utilization of space
and ensure maximum efficiency of the office. Office design is also the organization of the office to optimize
employee performance and safety.
Office design goes beyond colour and decoration, impacting everything from productivity to employee mood
(Safeopedia, 2018) and incorporates both ergonomics and work flow which examine the way in which work
is performed to optimize layout. “Office design has a direct correlation with optimal job performance.
Businesses that ignore the design and layout of their workplaces are failing to optimize the full value of their
human capital.” In another independent study conducted by the American Society of Interior Designers (ASID,
1999) as cited in Hansika and Amarathunga (2016), revealed that the physical workplace design is one of the
top three factors that affect employee performance and job satisfaction. In addition, in Amble (2005) as cited
in Sonali (2016), states a “Good workplace design can make a big difference in staff satisfaction, attraction,
motivation, and retention. It can also affect the level of knowledge and skills of workers, how innovative and
creative they are, and how they respond to business and technological change. Poor workplace design, by
contrast, is linked to lower business performance and higher level of stress experienced by employees.” A well-
designed office signals the values and objectives of a company and the use of design in office interiors
communicates a company's values and identity (Sonali, 2016).
There are two main types of office interior designs that can be used in organizations namely; the open plan
office design and the closed plan office design. The best office interior design that is suitable for any
organization will depend greatly on the organizational culture and the type of business activities performed by
the organization. An organization can also use a combination of the open and close plan office designs if the
execution of office work by employees requires both collaboration and individual concentration in the work
place respectively (Raheem 2010). The overall office interior design in any organisation should be centred
around the needs of employees like individual concentration and collaboration in the workplace and flexibility
to adapt to business changes.
There are basically two main types of office interior designs namely; the closed plan office design and the open
plan office design. These office designs will be examined in the subsequent paragraphs.
Objectives of Layout
According to Mills and Standing ford, the layout of an office is the arrangement of furniture, machines, etc.,
within the space available. Having regard to the limitations imposed by the building, the objectives of an office
layout are:

i. The space should be used to the greatest extent

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ii. Service should be available where needed including power and telephone
iii. Good working conditions should be provided for everyone
iv. The supervisor should be able to see the staff at work
v. A sense of belonging and loyalty to the working group should be fostered
vi. Communication and work flow should be facilitated
vii. The movement of clerks between desks, filing cabinets, etc., should be made easy
viii. Noisy and distracting operations should be segregated
ix. Mutual interference between clerks should be avoided
x. Privacy and security should be provided, wherever necessary.'
1.6. Open and Private Offices design or layout
Open Office layout
In planning the general office, one of the major decisions to be made is in regard to the provision of separate
rooms for the different departments or sections, or for bringing them together into one large room or "open
office". The modern tendency is to adopt the open office instead of accommodating departments or sections in
separate apartments. An open office refers to a large room where all the departments, men and equipment are
housed under a single room without partitions or walls separating them. Each department-or-section is allotted
a separate space in the same room, which is often demarcated by placing filing cabinets between them. One or
more gangways throughout the whole floor may be provided and desks may be arranged facing one way so as
to facilitate supervision and easy access. It should be noted, however, that private offices are provided for top
executives whose work calls for secrecy and concentration.

The Centre for the Built Environment (CBE) classified open plan office layouts into three categories depending
on the level of personal enclosure (Peacock, 2013). These three main categories of open plan office layouts are;
cubicle with high partition, cubicle with low partition and open office with no partition or limited partition.

Cubicle with high partition; Cubicle with high partition are cubicles with partitions that are about five feet or
more high (Peacock, 2013). Cubicles with high partitions provide employees with much privacy. This is
because even when employees are standing, the high partition prevent them from seeing into the office space
of other workers. Cubicles with high partitions makes the office space quiet and free from outside distraction.
Cubicles with high partition are suitable for employees that have difficulties focusing in a noisier environment
and office jobs that need high privacy and sensitive conversations on regular basis. The main drawback that
comes along with cubicle with high partition are lack of collaboration among co-workers and employees feeling
isolated and out of touch with co-workers and managers (Wilkie, 2015).

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Cubicle with low partition; These are cubicles with partitions that are lower than five feet high (Peacock,
2013) which allow employees to see into the office space of other employees while standing. Cubicles with low
partitions provide employees with much privacy and less distraction from co-workers making it easier for
employees to focus more on their work. Cubicles with low partition are more formal and productivity-oriented
compare to open office with no partition or limited partition (Wilkie, 2015).

Open office with no partition or limited partition; Open office with no partition or limited partition are
interior office layouts that do not have partitions or have very low partitions that allow employees to see and
talk to each other while seated and does not provide employees with much privacy. Open office with no partition
or limited partition promote collaboration, team work, creativity and free flow of ideas among employees. It
also fosters spontaneous brainstorming sessions and informal meetings about upcoming events in the
organisation. Despite the benefits that come with open office with no partition or limited partition, some
disadvantages of cubicles with very low partition are increase noise and conversation among employees that is
not always work related and lack of privacy (Wilkie, 2015).

Advantages of Open Office layout or design

1. Economical: Since unnecessary partitions and corridors are avoided, open offices make better utilisation of
office space possible. It is a common experience that nearly 25 to 33 per cent of the office space is taken up
by walls and partitions. Open offices enable the management to effect savings in rent and reductions in the
cost of office operations.
2. Better Lighting and Ventilation: With the removal of unnecessary walls and partitions, open offices allow
a free flow of air and natural light, which step up the efficiency of the office staff.
3. Better Supervision; Open offices encourage better work through better supervision and easier operation.
Only a few supervisors are required to supervise the staff. The worker faces the supervisor and therefore he
cannot waste time without being found out.
4. Better Communication: Open offices facilitate better inter-departmental communication. A worker is not
required to go to another room for consultation, advice or instruction. It also facilitates better coordination
of office activities.
5. Flexibility: There is a greater flexibility in planning the layout of an open office, which ensures a more
effective placement of office machines and equipment. Further, changes in the layout can be effected
without much difficulty.
6. Other Advantages: The other advantages of an open office are:
a. In an open office, the sharing of machines and equipment becomes possible
b. In an open office the cost of decoration, cleaning and maintenance is lower
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c. It wears a smarter look and, to that extent, is an advertisement for the organisation itself
d. It makes for a democratic set-up because all grades of staff are placed in the same room
e. It makes better working conditions possible.

Private Offices (Closed plan office design)

A closed plan office design is also called an enclosed office or private office layout. A closed plan office design
is an office layout where the interior walls of the office stretch from floor to ceiling and secured by a door with
a locking system. The office space in a closed plan office design is normally occupied by one employee, but
depending on the organisations budget, the office space can also be shared by two or three employees (Reddy,
2018). The Centre for the Built Environment (CBE) identify two categories of closed plan office layouts. The
two main categories of closed plan office layouts are; enclosed private office and enclosed shared office
(Peacock, 2013).

Enclosed private office; An enclosed private office is also called a private office. This is an office layout where
different rooms are given to every department in an organization such that each employee in the organization
has a separate working space (office room) of their own. An enclosed private office is often occupied by one
person and it is suitable for employees whose job require a high level of confidentiality, concentration and many
small meetings (Reddy, 2018).

Enclosed shared office; This is an office layout whereby an enclosed work space (office room) is shared by
two or three employees working in an organization. An enclose shared office is suitable for employees whose
job require privacy, collaborative work in small groups and semi-concentration (Reddy, 2018).

Advantages of Private Offices

1. Greater privacy is ensured for confidential work and discussions.
2. They promote a personal atmosphere and lend a sense of prestige or importance to the concerned staff.
3. They increase the efficiency of the workers by facilitating concentration of mind which is possible because
of the absence of noise.
4. They are more congenial and less regimented.
5. There can be better ventilation and heating/cooling arrangements. They are also preferred on grounds' of
health.
1.7. Office Environment
Nearly all employee productive activities take place in the office environment apart from those activities
performed by employees in manufacturing plants and other specialised productive activities. In other words, all
office environments are fundamentally workplace environments (Asante, 2012 and Thabisile, 2016). The
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workplace environment is a key determinant of the quality of work done by workers and their level of
productivity. How well the workplace environment engages employees impacts their desire to learn new skills
and their level of motivation to work (Sonali, 2016).
In Lambert (2001) as cited in Nanzushi (2015), the work place environment is made up of several factors or
elements which can positively or negatively affect employee performance. Al-Anzi (2009), identified furniture,
noise, flexibility, comfort, communication, lighting, temperature and air quality as key productive elements in
the office environment that affect employee performance. Furthermore, Leblebici (2012) and Thao and Hwang
(2011), identify the physical and behavioural components of the workplace environment as two principal
components in the workplace environment that influence employee performance. According to Thao and
Hwang (2011), the physical environment consists of elements that relates to the office occupant’s ability to
physically connect with their office environment.
The physical components or elements of the workplace environment identified by Leblebici (2012), are;
Comfort Level (ventilation, heating, natural lighting, artificial lighting, decor, cleanliness, overall comfort,
physical security) and office Layout (Informal meeting areas, formal meeting areas, quiet areas, privacy,
personal storage, general storage and work area). In addition, Ismail et al (2010) as cited in Nanzushi (2015),
state that the physical workplace environment is made up of the internal and external office layout, temperature,
comfort zone and work setting or arrangement. According to Thao and Hwang (2011), the behavioural
environment consists of components that relate to how well the office occupants connect with each other and
the impact the office environment has on the behaviour of each office occupant.
The behavioral components of the office environment identified by Leblebici (2012), are the level of interaction
and distraction (social interaction, work interaction, creative physical environment, overall atmosphere,
position relative to colleagues, position relative to equipment, overall office layout and refreshments). lastly,
Leblebici (2012), identifies performance feedback, role recognition, defined processes, workplace incentives,
supervisor support, mentoring/coaching, opportunity to apply, job aid and goal-setting as factors in the
workplace environment that affect employee performance and can lead to the engagement or dis-engagement
of employees in the work place.
In today modern organizations, the physical workplace environment is characterized with the use of
sophisticated technology, machines, furniture and furnishing. It is very important that in the employee’s quest
to attain organizational goals, the workplace physical environment should be designed in a manner that
enhances employee performance because a properly designed office environment, helps in reducing the number
of employee absenteeism and increases employee productivity which leads to an increase in organizational
performance (Hansika and Amarathunga, 2016).

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In summary the office environment comprises of the following components;

 Office Lighting
Lighting is the deliberate use of light to achieve a practical or aesthetic effect (Wikipedia, 2018). Lighting is a
functional component of the office environment because it is necessary for vision and it is also a design element
that creates a sense of volume, form and shape (Raheem, 2010). Office lighting can be achieved mainly by
artificial light (light fixtures) and natural illumination by capturing sunlight. In many offices in the world,
sunlight is the main source of office lighting during the day (Wikipedia, 2018). The effective design and
installation of high quality, energy efficient lighting system in offices has the potentials to please, excite,
motivate and enhance employees task performance and improve office appearance (Raheem, 2010). Raheem
(2010), identify three main methods of lighting in the office environment. These methods of lighting are;
ambient lighting or general lighting (this is the general lighting of the office), accent lighting (this is focused
light directed to illuminate specific objects or small areas in the office) and task lighting (it illuminates a task
area and is located relatively close to the task surface).

 Ventilation and Temperature Control

Ventilation in the office refers to the supply of clean and fresh air in the right amount, at the right temperature
and of the right humidity. Proper ventilation is an important aspect of office environment. Fresh air must pass
through the office regularly. This is possible only when the office premises are properly ventilated. In the
absence of proper ventilation, air becomes stale, causing headache, fatigue and restlessness to the employees.
On the one hand, lack of proper ventilation makes a person feel sleepy and unduly tired and adversely affects
his health. On the other hand, too much cold or hot air is also not desirable. Arrangements of rooms and
partitions in the office should be in such a way that allow for free circulation of fresh and dustless air. In cold
areas or months, it is necessary to keep out too much cold air, while in the hot areas or months, hot and humid
air has to be kept out. The following methods are generally used to maintain a proper ventilation:
1. Natural Ventilation
Natural ventilation may be obtained by providing enough doors, windows and ventilators of the right type at
the right places. They would ensure a regular flow of fresh air from the outside and of stale air from the inside.
Natural ventilation can be increased by providing roof ventilators and internal tube ventilators.
2. Artificial Ventilation
Artificial ventilation may be achieved by the use of electric fans, exhaust fans, air coolers, air filters, etc.
Electric fans are used to circulate air because air circulation is much better than stagnant air.

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Exhaust fans: These fans expel the stagnant air from the room. They are a very effective measure of ventilation.
Exhaust fans must be provided in toilets, basements, crowded rooms, canteens, machine rooms, workshops,
etc., so that the warm air is let out and fresh air enters through windows and doors.
Air coolers have also become very popular in offices. They draw in air which passes through water vapour and
becomes cool. They are especially useful during the dry parts of the summer.
Room heaters may be provided during the winter to keep the temperature of the workplace above the
atmospheric temperature. Air filters may be used to ensure that the outside air which enters the room becomes
dust-free and clean.
3. Air conditioning
Air-conditioning is usually the most suitable from of ventilation. It contributes to mental activity and boosts
the' efficiency of employees. It is a costly system, but it eliminates the problems of cleanliness, heat and
ventilation, humidity and noise, etc. An air conditioning system controls the circulation, temperature and
humidity of air and removes unwanted dust particle in an enclosed area.
4. Modular Design Equipment
Some equipment have a modular construction starting with a fan unit, to which other units or modules can be
added such as air purifiers, air sterilisers, air curtains and humidifiers, as required to provide for proper
ventilation.
 Interior Decoration and Furnishing
Interior decoration may be described as the art of a careful decoration of the interior of a room or a building. It
has been found that an attractive decor not only adds to the appearance of a room, but has a psychological effect
on the people working in it. Interior decoration involves:
i. A tasteful colouring of walls, doors and windows
ii. Placing of attractive art objects, pictures, paintings and informative charts on the walls
iii. Floor covering, curtains and wall hangings, etc.
Interior decoration stimulates better performance on the part of workers and creates a better impression on the
minds of outsiders. According to G. Mills: "The decoration of an office can have a noticeable effect upon the
morale of the staff. Drab surroundings are depressing; pleasant surrounding as are conductive for good work".
 Office Furniture
After deciding the layout of office accommodation and its decoration, it is necessary to turn to the furniture that
is to be put in it. Office work is mostly indoor desk work, suitable furniture should therefore, be provided for
office clerks so that they may be comfortable enough to perform office work speedily and efficiently. Office
furniture is the basic facility with which the employee identifies himself. It is the duty of the office manager,
therefore, to provide the right type of furniture in the office. It has been increasingly realized now that furniture
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is bought not only for its utility, but also for its appearance, and that its artistic design is worth paying for; it
makes the office look more attractive, and appeals to the office workers who must use it." Modern and
eloquently designed furniture not only improves the general efficiency of the employees, but adds to the prestige
of the organization as well. At the same time, furniture should be viewed as a long- term investment, for it is
often difficult to make quick replacements because of the heavy cost involved in them. The usual furniture
found in any modern office includes desks, chairs and tables, racks, cabinets, cupboards, lockers, safe, trays,
almirahs, etc. The number of pieces and the kind of furniture to be purchased for any office depend on various
factors:
i. The number of departments and employees
ii. The nature and volume of work to be performed; and
iii. The office space available for their suitable accommodation.
Factors to be considered (six questions) in selecting the furniture and other equipment to be used for a specific
job are;
a. Is the working area adequate?
b. Can the clerk work comfortably?
c. Can the clerk use both hands?
d. Can the job be supervised?
e. Is the work adequately protected against dust, loss or damage?
f. Is there suitable provision for the clerk's personal effects?"
Different Types of Furniture
1. Desk
Most office work is handled on a desk, over a desk, through a desk or across a desk. Anything that improves
the handling of desk work or which enables employees to work more effectively is, therefore, worth considering.
The primary function of any desk is to provide a suitable surface for writing, checking, sorting, examining and
conferring. Office machines are kept on desks in a proper position. They provide storage space for supplies,
stationery and the papers and files that are in use. "Modern office methods are based on the 'clear desks' concept
which aims at each person having on his desk only the actual work in hand, all other papers being filed away
in their proper place, where people who need them can find them.

Flat top desks are therefore, now the rule, and the roll-top desk with its hiding places is out of favour. Even the
necessity for providing drawers in the desks of the general office staff is questioned in some quarters, where it
is asserted that drawers are used only to hold personal belongings, old papers for which proper filing provision
should be made, and jobs putoff from day-to-day. On the other hand, those who continually require certain

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forms or certain papers should have their supplies right at hand such as the typist and executives." Although it
is necessary that each clerk should be provided with a desk which is suitable for his particular job, it is neither
economical nor necessary to use more than a small number of designs. Moreover, the use of standardised and
uniform desks gives a harmonious look to the office. On the basis of their use, the following types of desks may
be provided.
i. Executive Desks
Executive desks are made in accordance with the taste of the executive, and are valued mostly for their good
looks. Their purpose is to impress visitors and bring home to them the prestige and importance of persons using
them. These are, generally speaking, double pedestal desks with a width of 150 cms. to 180 cms. a depth of 85
cms. and a height of 75cms. Each desk contains 3 or 4 drawers on the side the executive sits. Sharp edges and
corners are avoided. The table top is covered with linoleum, glass or leather. Some executives prefer to have
the entire surface covered with glass, while others cover only the writing area. If the top-glass is used, telephone
numbers, visitors’ cards, etc., are placed under it.
ii. Special Purpose Desks
These are designed for special use in offices and include the typist's desks calculating machine desks, collating
desks, and so on. A typist's desk is the most common and perhaps the most important of this type and may be
of the following characteristics;
a. Standard flat topped, single or double pedestal
b. Desk with a fixed sunken well for the typewriter
c. Desk fitted with a collapsible well into which the typewriter is fixed
d. Desk with a fold-away mechanism, which enables the typist to house the typewriter in a cupboard provided
in the pedestal of the desk, leaving a clear desk top for ordinary clerical work. These desks are normally of
150 cms. width, 65 cms. in depth and 70 cms. to 75 cms. in height. Apart from these, L-shaped and Z-
shaped modular desks may also be used for typing purposes. Machine desks are designed to meet the needs
of different types of machines -calculating, adding, billing and invoicing machines. A well is provided at
either end of the desk for the machine so that it sits lower than the standard desk height.
2. Built-in Furniture
Floor space can be conserved by the use of built-in or of collapsible furniture. Fitted furniture not only saves
space, but economy is achieved in thse material used for its construction. Permanent fixtures can be tailored to
fit into wall recesses.
3. General Clerical Desks
There are mostly single pedestal desks of 120 cms. by 75 cms. with three or four drawers on one side. In some'
offices, double pedestal desks are provided for the clerical staff.
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4. Modular or System Furniture

In Western countries, modular furniture has become very popular. Modular or system furniture provides greater
desk area and takes up the minimum floor space. Inter-locking desk furniture, for example, offers as much as
25 per cent more desk area, and effects a saving of up to 33 per cent in floor space. The greatest advantage of
modular furniture is that it costs less per square foot of working area. But while it undoubtedly saves floor space,
it suffers from one great limitation, viz., that it encourages talking among clerks or workers. But this difficulty
can be overcome by erecting screens between individual desk units.
 Security Equipment
One of the vital functions of a modern office is to keep and preserve documents and records for future guidance
or reference. All documents or records of the office should therefore, be kept under proper security. No record
or document should be taken out of the office premises by any person without permission from his superior
officer. Security measures, however, vary from organization-to-organization. In some organizations in military
or defence production, for example - outsiders are not permitted to enter the main premises without the prior
approval of the Administrative Officer. Even if permitted, they have to deposit their bags or containers at the
gate against tokens. Similarly, in the strong rooms of banks, no outsider is allowed to enter. But this kind of
security measures are not applied to other organizations, though care is taken to prevent any possibility of theft,
removal or destruction of office records. For a proper security of official documents or records, it is necessary
that the responsibility of particular employees should be fixed. They should be held responsible for any loss of
official records or documents under their charge. In addition, the following modern security equipment as
available for office as security device shall be installed which is listed below:
 Security Equipment
1. CCTV Cameras
2. Fire Alarm System
3. Spy Pen Camera
4. Intrusion System
5. Visitor Management System
6. Guard Monitoring System
7. Customised Security System
8. Security Surveillance System
9. Biometric Access Control System
10. Mobile Based Security System
11. Biometric Time Management System

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CHAPTER THREE
RECORDS MANAGEMENT
1.3 INTRODUCTION
The very existence of business organizations, government and other social institutions is based on records.
Keeping good records is very important to any business. Record keeping system should be accurate, reliable,
easy to follow, consistent as to the basis used and be very simple. Good record keeping is vital in regards to
meeting the financial commitments of the business and providing information on which decisions for the future
of the business can be based. While business maintains the records to monitor and to record normal business
activities, it is also necessary because of obligations under the taxation laws. These records are official
documents and also serve as legal evidence in case of emergencies.

In day to day business operation many documents are received, sent out and created. These documents play a
very important role in business operation and for taking some decisions. So such documents should be preserved
to obtain at the time of need. For that a filing system is developed in every organization. Filing is the memory
of any organization. Hence, filing is the process of systematic and scientific preservation of official document
for future reference or evidence. It is putting the documents, letters etc into a file. It is a scientific and systematic
process of saving important documents for future reference.
Definition
It is that area of office administration which is concerned with creation, presentation, and use and disposal of
records. Records management refers to the activities designed to control the lifecycle of a record from its
creation to its ultimate disposition. The functions of records management under these stages are discussed
below.
1. Creation of Records: New forms and records should be developed carefully. Data should be recorded in the
documents accurately and completely.
2. Storage of Records: The storage is concerned with the classification of records and then filing in the suitable
filing equipment which is in the easily accessible location. Arrangement should also be made to protect the
records against disaster or unauthorized use.
3. Retrieval of record: The records are store for further use. An efficient procedure must be established so that
records may be retrieved and delivered in time.
4. Disposal of records: The last stage in the record cycle is the disposal stage which is concerned with
preserving valuable documents and disposing the expired documents. A record retention schedule classifies
records based on the time period and the requirement of the same.
1.3.1 OBJECTIVES OF RECORD MANAGEMENT

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1. To keep an Orderly Account of Progress: The purpose of writing down and preserving memoranda of
transactions, (financial and other kinds) various documents, papers, correspondent etc., are to record the
progress of the business.
2. To Facilitate Comparison: Records facilitate comparison between one period of time and another, between
different product lines and between firms operating in different lines of business.
3. To Detect Errors and Wastes: Records management is a control function which facilitates the evolution of
techniques for the elimination of errors and waste.
4. Legal Formalities: Certain records are to be kept for a specified period of time under the provisions of the
various Acts. For instance, receipts and payment vouchers and accounts books have to be kept for several years
under the Income Tax Act and so on.
1.4 FILING
Filing is the process of organizing the correspondence and records in a proper sequence so that they can be
easily located. The term filing may be defined as the process of so arranging and storing original records or
copies of them, that they can be readily located when required. It involves placing of documents and papers in
acceptable containers according to some predetermined arrangement so that any of them when required may be
located quickly and conveniently.
Filing is one of the activities in the records management programme which involves systematically classifying,
coding, arranging and placing of records in storage. G.R Terry has defined filing as the placing of documents
and papers in acceptable containers according to some predetermined arrangement so that any of these may be
located quickly and conveniently, when require.
1.4.1 Objectives
The major objectives of filing process are to ensure proper arrangement, careful storing and easy availability of
records. An efficient filing system is expected to have the following objectives:
i) To classify and arrange records properly.
ii) To protect documents against possible loss or damage.
iii) To provide a method of obtaining information without loss of time.
iv) To enable past records to be made easily available to management for framing business policies and future
plans.
1.4.2 Functions of Filing System
Classification of documents on a pre-determined basis.
filing of letters and other documents after action taken in cardboard file covers or folders.
Preservation of file covers or folders in cabinets fitted with drawers.
Issue of files on requisition by any department.
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Transfer of papers no longer in current use from the existing files to separate folder or box files at regular
intervals for possible future use.
Disposal of old papers and records when these are no longer useful.
1.4.3 Advantages of Filing System
Records are stored under a suitable system of filing in order to achieve the following purposes and benefits.
1. Ready Reference: Records constitute the storehouse of information relating to past events. They can be
referred conveniently if they are filed in a systematic manner and a proper index is maintained for various files.
2. Safety of Records: Filing ensures the safe storage of records of different types. Letters and other documents
are put into folders and the folders are kept in cabinets. Thus records are saved from unforeseen happenings
like theft fine etc.
3. Documentary Proof: Records serve as documentary evidence in case of disputes. Copies of records can be
produced to settle the claims with different parties. Records can also be produced in a court of law as evidence
when a party to the dispute resorts to the process.
4. Prompt Handling of Correspondence: Filing enables the handling of correspondence properly without any
delay. It builds up the reputation of the organization and helps in securing orders.
5. Statutory Requirements: Records are kept in compliance with provisions of various statutes like companies
Act, Income tax Act, Factories Act, etc.
6. Barometer of Progress: Filing makes available the records of previous years. It helps in comparing the
current year‘s performance with the previous years. Thus it is an important aid in measuring the efficiency of
the enterprise and various departments.
7. Decision Making and Policy Formulation: Availability of up-to-date information is essential for taking
important decisions and for formulating policies.
8. Increased Efficiency: Filing increased the efficiency of the office. It makes available to the management the
required information with speed and accuracy which is helpful for prompt decision-making. Follow-Up actions
are also taken quickly if records of the past correspondence are easily available.
1.4.4 Characteristics of a Good Filing System
1. Simplicity: The system should be simple so that the employees concerned may operate it without any
difficulty.
2. Accessibility: The system should enable files to be easily located and papers to be inserted in files without
disturbing the arrangement.
3. Compactness: The filing section should occupy reasonable space in view of the cost implication of large
space.

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4. Economy: The cost of installation and operation of the system should be proportionate to the benefits derived
from it.
5. Flexibility: The system should be capable of expansion as the activities of the organization expand.
6. Safety: The records should be safe and available whenever they are needed. There should not be any danger
regarding insects, rain and mishandling.
7. Retention: There should be a well-defined policy of retaining or discarding the papers and records. Dead
material must be discarded periodically.
8. Classification: Most suitable method of classification should be adopted. Too many miscellaneous files and
bulky files must be avoided.
1.4.5 Centralized Vs Decentralized Filing
The document and records concerning a particular department of the business enterprise can be filed either at
the department itself or in any other central place. Thus, a business enterprise can have either a decentralized
or centralized filing system. Each system has its own merits and demerits.
Centralized filing system is one where all the filing equipment and personnel are located in a single section.
In other words, under centralized system, all the records of the business firm (relating to activities of all the
sections or departments) are filed in one place or in the central office. This place is usually called as filing
section. This system implies that individual departments have nothing to do with the filing of records.
Decentralized or Departmental Filing: Under Decentralized filing system, filing is done in each individual
department independently. In other words, each department makes its own arrangements for filing, install
separate equipment and the department staff themselves will look after this work. Therefore, filing equipment
are installed in each and every department. Hence, it is also known as department filing.

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Table Showing Difference between Centralized and Decentralized Filing

1.4.6 Methods of Filing

(A) Old Methods of filing: There are old filing methods like spike or wire file, folder file, pigeon hole file,
box file, guard book file, expanding case file, and arch leaver file.
1. Spike or Piller and Post File: A thick steel wire with one sharp end and a wooden, plastic or steel round at
the other end is used for filing. It is placed on a desk or is hanged on a nail fixed on the wall after filing is done.
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2 Folder File: There are covers of card board or thick paper fitted with metal hinges for fastening the papers
together. A separate folder is allotted to each customer. All the letters relating to that customer are kept in the
file date wise. The papers are punched and then inserted. The papers lie flat one above the other. These folders
are placed horizontally in drawers.
3. Pigeon Hole File: It is a special almirah or cupboard divided into number of small compartments. It is open
from one side and the compartments are square holes called pigeon holes. Each pigeon hole bears a letter of the
alphabet. When letters are received they are sorted according to the alphabet or subject wise. This method is
used in post office for sorting letters.
4. Box File: Box file, as the name suggests, is made in the shape of boxes. Quite often papers are first put into
folders and then they are placed in box file. It helps to preserve papers better as they are safe and gather less
dirt. For classification purposes, papers relating to different subjects can be folded. This method is useful for
travelling agents and where correspondence is stored temporarily.
5. Guard Book File: Under this method, the paper or vouchers are pasted in bound book date wise. This
method is often used for recording minutes and preserving receipts and vouchers. It avoids the possibility of
loss or misplacement of any paper.
6. Expanding Case File: Under this method, the papers are usually placed alphabetically in numbered or
lettered pockets of cases. This equipment is useful for filing papers in transit. These cases or pockets can be
useful for keeping papers together for temporary purchases. These cases can expand as per the need.
7. Arch Lever File: These are strong card board folders containing strong metal arches. These arches can be
operated by a lever. When a paper is to be filed, it is punched with two holes with punching machine. The lever
is then moved upward which opens up the metal arches or springs. After paper is inserted through the holes the
lever is pressed down to close the spring. The papers in the file lie flat one upon the other.
(B) Modern methods of Filing
Old methods described above have limited use and are suitable only for small concerns. Even then these are
being replaced by modern methods. The modern methods of filing used in offices, big or small, may be
classified into two categories:
Horizontal Filing: In this system papers are kept in file covers or folders one upon the other in horizontal
position. The papers are kept in chronological order inside cardboard file covers. The papers are held together
by metal hinges or levers. The files are then kept in cupboards in a horizontal position one above the other.
When any paper is required, the relevant file is taken out and after use it is put back in the same position.
The advantages of horizontal filing are:
This method is simple to understand, easy to operate and economical to maintain.
Letters can be referred to in a file without removing them from it.
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As letters are chronologically arranged, it becomes very easy to locate them.

Files are well protected from dust and moisture using thick covers and cupboards
Some of the disadvantages are:
It is not very flexible.
It is difficult to remove papers from files lying at the bottom or middle of the heap.
This system cannot be profitably used by large offices.
The equipment’s used are more space consuming.
Vertical Filing: This is the most modern method of filing. In this method papers are placed in files and kept in
an upright, standing position. The folders are stored in specially designed cabinets. The front side of the folder
is slightly shorter. The extended part of the back is used to indicate the code number of the file. The drawers of
the steel cabinet are deep enough to hold the folders in vertical position. In order to divide the drawer into
convenient sections guide cards are placed at appropriate places. Under this method a separate folder is provided
for each customer or subject. The folders may be arranged alphabetically, numerically, geographically or
subject-wise. This system has become very popular in large offices and big business houses.
Advantages of vertical filing are:
It is a flexible system.
It is adaptable to various systems of classification.
The location of papers is possible without much difficulty and loss of time.
It takes less time to file papers in folders.
It provides proper safety of papers and documents.
Disadvantages of vertical filing are:
The equipment used like steel cabinets etc. is more costly.
It is not suitable for small offices.
Folders may slip down the drawers and get misplaced.
1.5 CLASSIFICATION OF FILES
Classification can be defined as the process of selecting headings under which documents are grouped or
classified on the basis of certain common characteristics before filing takes place. The principal object of
classification of files is to ensure prompt availability of information whenever it is needed. Classification aids
the filing functions to attain these principal objects. The efficiency, particularly, the accessibility of a filing
system depends largely upon the care with which documents are classified. By classifying similar paper or
papers belonging to a particular head or subject, office staff are able to trace out the paper or documents required
at any time with minimum delay and trouble
1. Alphabetical Classification:
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Alphabetical classification is based on the occurrence of the letters in the alphabet as it is done for the dictionary.
Under the alphabetical classification, the filing of papers and documents is either by the names of the
correspondents or the subjects. This method of classification can be used in correspondence filing, contracts,
orders and staff records.
2. Numerical Classification
Under this method, each folder or record is given a number and the files are arranged in the numerical order
i.e. each customer or subject is allotted a number. All papers relating to a particular customer or supplier or
subject are placed in one folder bearing its distinctive number. Folders are arranged in the cabinet numerical
sequence and guide cards are used to divide them into suitable groups of 10 or 20. Thus, if a customer, is allotted
the number 14, all papers and documents connected with him will be found in folder number.
3. Geographical Classification
Under this system, files are arranged according to the location or addresses of the persons or parties to whom
they relate. The classification can be street-wise, town-wise, district-wise, state-wise or country-wise. This
system will operate efficiently only when it is combined with either numerical system or alphabetical system.
This system of classification is generally followed in organizations engaged in export trade or doing business
over a wide geographical area. Mail order houses, banks, insurance companies etc. also adopt this system of
classification. This system is also suitable in those concerns where records are required according to the sales
territory.
4. Subject Classification:
Under this system, all documents concerned with a particular subject are brought together in one file. Such
document may have come from different sources and from different people. This system is adopted only when
the subject or content of a letter is more important than the name of the correspondent. Each subject matter is
kept in a separate file. These files may then be arranged alphabetically, numerically or on some other basis. For
instance, separate files may be maintained for purchase quotations, purchase orders, income tax returns,
traveling allowance bills and so on.
5. Chronological Classification
Under this method various records are identified and arranged in strict date order and sometimes even according
to the time of the day. It is a useful method for filing invoices and other vouchers associated with accounts.
This system may be useful if used along with some other system. The records may be arranged alphabetically
first and then can be arranged date-wise within each folder. So this system cannot be used independently.

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CHAPTER FOUR
INDEXING
4.1 INTRODUCTION
Indexing is an important aid to filing. Filing and indexing are so interrelated that filing without indexing is
incomplete and indexing without filing does not exist. Indexing means an arranged system through which the
required documents and papers are easily located for the speedy disposal of urgent and/or ordinary matters.
Indexing is the process of determining the name, subject or other captions under which the documents are filed.
Index is a guide to records. The main purpose of an index is to facilitate the location of required files and papers.
Index helps the staff to find out whether a particular file exists for a party or subject, and its place in the container.
It also facilitates cross referencing. Where records are classified in numerical order, or subject wise an index is
necessary.
4.1.1 Purpose of Indexing
Easy location of files and documents
Speedy cross-referencing
Saving of time and effort in locating records
Efficiency of record keeping
Reducing the operating cost of records management
4.1.2 Essentials of A Good Indexing System
1. Simplicity: An indexing system should be simple to understand and operate. It should not involve
unnecessary complex in operation.
2. Economy: It should be economical in terms of money, space, and effort. The purchase of indexing equipment
requires heavy investment during initial period. Therefore, proper attention should be devoted to ensure
economical use in the end.
3. Flexibility: The selected index system should have sufficient scope for expansion. A single system may be
used for several purposes.
4. Efficiency: Any index system should ensure speed in operation and requires minimum time for operation.
5. Safety: The index system should protect the records against dust, fire, water, rats, insects, water etc. The
safety should be equipped with lock facility to prevent pilferage of records.
6. Conformity with Filing System: The selection of index method depends upon the nature and type of filing
system adopted in an organization. Hence, there must be a correlation between the filing system and index
method.
7. Cross Reference: There should be Cross reference under the head under which a document could be filed
but has not been filed.
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8. Signaling: A tab or slip should be attached at the edge of the card or file. The tab or slip contains facts of the
document briefly. This is used to draw the attention of the needy persons of files.
4.1.3 Types of Indexes
The main types of indexes are:
1. Ordinary Page Index: It is similar to the subject index given at the end of standard books in which the
subject matter is alphabetically arranged and then relevant page numbers are given against each heading or sub-
heading. Sometimes it consists of specially designed pages fitted with a tab indicating an alphabet and on each
page the names or subjects starting with that alphabet are written along with the page numbers. This type of
index can be
(a) Bound Book Index: Under this system, index is prepared in a bound book or register divided into
alphabetical sections in which the names or documents are entered. Each section has the leaves cut away at the
right hand side so that the initial letters of all the sections are visible at a glance. All entries relating to a letter
or alphabet are arranged in the same section or page reserved for it.
The merits of this method are:
It is a very simple method of indexing;
No special training is required of the staff;
It is very economical as it does not need costly equipment.
It is compact and handy and can be used for a long period;
It is popular in small organizations.
The main drawbacks are:
It is not flexible and cannot be expanded beyond a limit;
Alteration is not possible if anything has been wrongly entered.
Dead subjects cannot be deleted;
The location of names is difficult as they are not entered in alphabetical sequence;
It is suitable for small offices only.
(b) Loose-Leaf Index: This is an improved version of the bound book index. The bound book becomes
inconvenient to handle if it is too big. In loose leaf index single sheets are punched to fit in between metal
hinges with the help of a metal screw. Pages are loose so that any page can be taken out or additional pages
inserted. To insert or remove the pages the metal hinges have to be unscrewed. The binder with the loose index
sheets can be locked so that no one can take out any sheet without having authority to do so.
The main advantages of loose-leaf index are:
This method provides for maximum flexibility and can be adapted to suit the needs.
It is convenient to handle and provides quick and easy reference.
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Dead records can be withdrawn and stored at the back.

It is more economical than other methods of indexing.
The main drawbacks are:
It takes longer to locate a particular index page.
Through constant handling the sheet may be damaged.
There is a possibility of the sheets being misplaced after they have been taken out.
If pages are used for multiple purposes, there are chances of committing errors.
(c) Vowel Index: It is a modification of the book index. In big organizations which deal with large
correspondence, the index book is maintained on the basis of vowel classification in order to facilitate quick
reference. The section of book reserved for an alphabet is subdivided into subsections, each of which is reserved
for a vowel, that is, a, e, i, o, u and y. The page is first selected by the initial letter and then by the vowel
occurring after the initial letter, for example, the name ‘Gandhi’ will be recorded in the section reserved for ‘’G
‘and in the vowel sub-section ‘a ‘. The system is simple, easy to operate, economical, and suitable for large
organizations. but it is not suitable for small offices.
2. Vertical Card Index
Under this system each subject, customer or document is allotted a separate card on which necessary
information appears. The cards may be of small size (12.5 cms x 7.5 cms) or as per need. They are classified
and arranged alphabetically, numerically, geographically or subject wise. The alphabetical classification is
more popular. In some cases, more than one card may be prepared for the same set of information and each
card may be arranged in different manner e.g. in library usually two cards are prepared for each book — one is
arranged on the basis of author and the other on the basis of title of the book. The cards are filed vertically in
steel or wooden drawers. A hole is punched into each card to keep the card in its proper place. Guide Cards
may be used to indicate groups of cards in a class. This type of index is very popular in big offices.
Advantages.
(i) It provides for flexibility as the number of cards can be increased or decreased without disturbing the
arrangement.
(ii) It is economical to operate
(iii) It is simple and easy to understand.
(iv) The system can be used for many different purposes.
(v) Dead records can be withdrawn at any time.
(vi) It can be used by several persons at the same time.
(vii) Cards can be arranged in any order.
Limitations.
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(i) All the cards are not visible at a glance.

(ii) Cards may get lost or damaged since removal of cards is easy.
(iii) Cards may get torn due to constant handling.
(iv) The equipment is costly.
(v) A regular check is required to ensure that cards removed for reference are replaced in their proper places.
3. Visible Card Index
The cards are arranged flat in a shallow tray or metal frame. Each card is attached to metal hinge and overlaps
the one before it, so that name address and other particulars are visible without touching other cards. The frames
or trays are attached vertically to the metal stands or they can be put horizontally into cabinets. The details of
data can be written or typed on the front or back of the cards for reference.
Advantages
(i) It occupies less space.
(ii) The reference is much faster. Cards are easily located.
(iii) any information can be added without disturbing the arrangement.
(iv) Out dated cards can be removed easily whenever necessary.
(v) Its capacity is quite large. More cards can be accommodated in the same space.
(vi) It is widely used in libraries, banks, insurance companies and other organizations.
Disadvantages.
(i) It requires costly equipment.
(ii) Designing and operating the system needs Commerce (Business Studies) training.
(iii) Making entries on cards takes more time.
4. Strip Index:
In every office there is need for a list of names of parties to be maintained with their telephone numbers,
addresses etc. A line entry on a narrow strip of card board can be prepared for a single item. These strips are
arranged in a frame in such a way that they can be taken out and replaced with ease. Frames can be hanged on
the wall or put on the table in a book form or even arranged on a rotary stand which can be turned round to look
at any part of the index.
5. Wheel or Rotary Index:
Under this method cards are arranged around the hub of a wheel which may be portable. A single wheel can
hold as many as 5000 cards. A card can be inserted or withdrawn without disturbing the other cards. Entries
can also be made on the cards without removing from the wheel. The merits of this system are quick and easy
referencing, economy of time and efforts, economy of space, elasticity, etc.

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4.2 FILING EQUIPMENT

Individuals and businesses have a variety of choices when it comes to filing equipment. Some options offer
high levels of security while others can accommodate a high density of files. The amount of space you have,
the sensitivity of the files and your preference for physical or electronic records all influence your choice of
filing equipment.
4.2.1 Purpose of Selecting Filing Equipment
The following purposes must to keep in mind while selecting the filing equipment.
1. It protects the document against careless handling.
2. It prevents theft or unauthorized references.
3. It protects the documents against deterioration through dust.
4. It reduces the physical efforts in inserting, locating and extracting documents.
5. It protects the documents against the loss made by fire.
4.2.2 Factors Affecting the Selection of Filing Equipment
The following factors are affecting while selecting anyone of the filing equipment.
1. The number and the size of records to be maintained.
2. The frequency of reference of files.
3. The speed with which the documents are required.
4. The physical appearance of the equipment as a piece of furniture.
5. The life of filing equipment and the duration required for maintenance.
4.2.3 Requirements of Good Filing Equipment
1. Adequacy: The filing equipment should be fully adequate for the purpose for which it is to be used. If not so,
the labour of filing and expends will be increased.
2. Simplicity: The filing equipment should be simple with adequate indexes, guides and folders.
3. Less effort: The use of filing equipment should require less effort.
4. Quality: The duration of the filing equipment should not be less than 20 years. The frequent changing of
filing equipment may dislocate the documents and increase the expenses.
5. Economy in Space: The filing equipment should be economical in its use of space.
4.2.4 Types of Filing Equipment’s
Physical Filing Equipment
Filing Cabinets
Four drawers allowing files to be stored laterally is standard. These cabinets keep records secure as these
cabinets can be locked, a company can limit access to sensitive files while still allowing employees and visitors

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to enter the room. Out of all the physical filing equipment options, cabinets tend to be the most expensive and
have the most limited capacity.
Open Shelving
An alternative to filing cabinets is open shelving. Units are similar to open bookcases and are specifically
designed for folder height and width. The design allows users easy access to files and can be either stationary
or be mobile if rollers are attached to the bottom. Open shelving saves on space and money. Shelf filing
equipment typically is three times less expensive than filing cabinets. Compared to a four-drawer filing cabinet,
a seven-tier open shelving system has 80 percent more capacity.
Digital Filing Equipment
Individuals and businesses that want to take advantage of technology can store files digitally rather than
physically. Electronic documents are saved directly into the system, and physical documents can be scanned
and converted into a digital format. Digital filing systems allow users to search information quickly and keep
data secure. As with physical filing, users have a choice of systems and equipment for a digital system. Files
can be organized and stored locally on a laptop's or PC's internal hard drive.
External Devices
It's convenient to use a computer's internal hard drive to store files, but you risk losing your information if the
hard drive is corrupted or physically damaged. To mitigate this risk, users may want to back up data to an
external device. PC World recommends backing up critical files to an external hard drive and using a thumb
drive to transfer files as needed.
Servers
Businesses that want multiple parties to have access to the same data may want to invest in a server. Servers
act as a central repository for many users' files. PC World notes that businesses can host multiuser applications
like databases and enterprise resource planning systems on the server. This makes it easy for a large number of
individuals to have access to the same files. Server data can be backed up to an external device or the cloud for
extra security. Physical servers look similar to a high-end PC. Alternatively, businesses can choose a cloud-
based hosting service Amazon Web Services, Windows Azure and Rack Space Cloud Services are all options
which doesn't require a physical server filing cabinet that takes up a 6-foot-by 24-foot filing area can hold
approximately 8,448 folders.
4.2.5 Steps in Installing or Planning the Filing System
1. Preparation of List of Documents: A list of all documents and papers to be filed is prepared. The list is
prepared according to the needs and policy of the concerned business organization. Generally, the list contains
the documents to be filed which are required in future reference.

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2. Decide Period of Storage: The period of storage of documents should be decided by the top management
after consulting all the departmental heads.
3. Decide Storage Space and Acquire: The need of storage space is decided by the office manager. Keeping
in view of volume of documents to be filed, adequate funds may be allocated to acquire needed storage space.
4. Filling Department Layout: The layout of the filing is prepared in such a way that the documents are
accessible in an easily manner. The storage arrangement should be decided on the basis of the frequency use of
the documents.
5. Deciding Filing Equipment: Various types of filing equipment can be procured to preserve different kinds
of documents. The nature and importance of documents are taken into account to select filing equipment.
Fireproof filing equipment should be purchased to preserve valuable documents and confidential records. The
routine types of records are preserved in an open shelf.
6. Determining System of Classification: A suitable system should be selected for the classification of records.
7. Protection of Records: Proper arrangements should be made in order to protect the records form loss or
damage.
8. Training of Staff: Adequate training should be imparted to office staff for handling various filing operations.
There must be a clear definition of duties and responsibilities of staff members of filing department.
9. Issuing Procedure: No admission without permission principle is followed to enter into the filing department.
Besides, the files should be issued only to the authorized persons. A separate register is maintained to record
the issues and receipts of all files.

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1.8. Self-Assessment Questions

PART A
1. Define Office ‘.
2. List out the Basic Office Function.
3. Classify various types of offices.
4. Demonstrate the qualifications required for an office manager.
5. State the qualities of a good office manager.
6. Bring out the difference between traditional office and modern office.
7. Enumerate the advantages of filing system.
8. Differentiate horizontal filing and vertical filing.
9. Mention the purpose of indexing.
10. Determine factors affecting the selection of filing equipment
PART B
11. Describe the importance of office to an organization
12. Elaborate the functions of modern office.
13. Discuss in detail about the functions of office manager.
14. Explain in detail the various functions and objectives of record management.
15. Describe the essentials of a good filing system.
16. Differentiate Centralized and decentralized filing system
17. Classify the various types of filing equipment.
18. Elucidate various types of classification of files.
PART C
1. Select a hypothetical organization and try to understand by yourself how the concept of modern office is?
2. Describe the activities of an office keeping in mind the live situation of an organization?
3. Explain the various types of office and figure out the routine practices
4. Discuss the present-day challenges before a modern office.
5. Define an office and explain its various activities?
6. The office is a coordinating factor” Explain?
7. Discuss the various factors contributing to the growth of office work?
8. Explain the various activities of a modern office?
9. List the different types of offices?
10. What is the relation of office with other department in a business organisation?

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11. Give a suitable definition of Office Management and discuss the functions of office Manager.
12. What are the functions of office management?
13. Write the Functions of Office Manager?
14. Discuss the importance of office lay out, lighting, and ventilation from the point of View of the efficiency
of work.
15. Explain the importance of the location of an office considering its problems.
16. Explain the advantages of an open office.

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