Office Management

 

PREFACE

   In the field of productive effort much has been gained of late years thru the analysis of accepted processes. Factories and machine shops have, as it were, been strewn with question marks and investigators with keen eyes and active brains, have taken to pieces and resolved into their several parts well established methods and processes. In fact it has seemed at times that the longer a process or operation had been established, the greater the ground for questioning it. 

   War has been declared on routine, at least the old routine. Out of this keen analysis of processes has grown modern factory management intent upon newthings whenever they promised a gain in efficiency. Out of the old traditional routine built upon haphazard and custom, there is growing a new routine based on rational analysis and scientific planning. 

   This spirit of the times is more and more findingexpression in the conduct of offices as well as factories. The office manager is a relatively new functionary. Unconsciously perhaps he is bringing to bear upon the problems of this work those principles which lie at the root of factory management, adapting them as he proceeds to the special conditions with which he has to deal.

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   Because he has been concerned with one question of detail after another, the office manager and the executive over him have been unconscious of the fact that there was behind these several problems, in embryo, at least, a science of office management. It is the purpose of the present Text to look upon the office problems as a whole, and sketch the outlines of this rapidly developing branch of organized business office.

   In carrying out the plans of the Editors in the preparation of the Text, great assistance has been given by the collaborators, who have worked jointly and not concurrently. Under these circumstances, it would be difficult to enumerate their specific contributions to the Text, since they have added in some measure to all its parts.

The Editors.

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TABLE OF CONTENTS

CHAPTER I

THE OFFICE IN MODERN BUSINESS

SECTION						PAGE
1.	Modernity of the Modern Office	.	.	.	.	1
2.	Magnitude of the Modern Office	.	.	.	.	2
3.	Office Workers	.	.	.	.	3
4.	Practices	.	.	.	.	4
5.	Principles	.	.	.	.	5
6.	Science	.	.	.	.	6
7.	Building Up the Science	.	.	.	.	7
8.	Principles Are General	.	.	.	.	7

CHAPTER II

LOCATION, PLANNING AND LAYOUT OF THE OFFICE

  

1.	Principle of Office Location	.	.	.	.	10
2.	Factory Office	.	.	.	.	10
3.	Producing Office	.	.	.	.	10
4.	Sales Office	.	.	.	.	11
5.	Shifting Office Centers	.	.	.	.	11
6.	Export Office	.	.	.	.	12
7.	Standard Location Instructions	.	.	.	.	13
8.	Type of Building	.	.	.	.	13
9.	Size of Office	.	.	.	.	14
10.	Principle of Office Planning	.	.	.	.	15
11.	Providing for Mechanical and Electrical Equipment	.	.	.	.	15
12.	Room Plan of the Office	.	.	.	.	16
13.	Partitions	.	.	.	.	17

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CHAPTER III

OFFICE EQUIPMENT AND SUPPLIES

1.	Standardizing Equipment	.	.	.	.	29
2.	The Modern Desk	.	.	.	.	29
3.	The Roll-Top	.	.	.	.	30
4.	The "Efficiency Desk"	.	.	.	.	30
5.	Special Type Desks	.	.	.	.	31
6.	Light for Desks	.	.	.	.	32
7.	Office Tables	.	.	.	.	32
8.	Office Chairs	.	.	.	.	32
9.	Desk Equipment	.	.	.	.	33
10.	Standardizing Desk Equipment	.	.	.	.	34
11.	The File Drawer	.	.	.	.	35
12.	Orderly Desks	.	.	.	.	36
13.	Modern Files	.	.	.	.	36
14.	Types of File Equipment	.	.	.	.	37
15.	Bookcases	.	.	.	.	37
16.	Office Supplies	.	.	.	.	37

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ix

SECTION						PAGE
17.	Standardizing Supplies	.	.	.	.	38
18.	Forms	.	.	.	.	38
19.	New Forms	.	.	.	.	39
20.	Economical Purchases	.	.	.	.	41
21.	Purchasing Department	.	.	.	.	41
22.	Stocks of Supplies	.	.	.	.	42
23.	Rate of Consumption	.	.	.	.	44

CHAPTER IV

OFFICE APPLIANCES

1.	Labor-Saving Machinery - In General	.	.	.	.	45
2.	Labor-Saving Machinery - In the Office	.	.	.	.	46
3.	When to Purchase	.	.	.	.	46
4.	Records of Efficiency	.	.	.	.	47
5.	Machine Groups - Typewriters	.	.	.	.	47
6.	Special Type	.	.	.	.	48
7.	Care of Typewriters	.	.	.	.	49
8.	Copy Holders	.	.	.	.	49
9.	Dictating Machines	.	.	.	.	50
10.	Their Advantages	.	.	.	.	50
11.	Their Limitations	.	.	.	.	51
12.	Ignorant Prejudice	.	.	.	.	52
13.	The Stenotype	.	.	.	.	53
14.	Copy Presses	.	.	.	.	53
15.	Automatic Typewriters	.	.	.	.	54
16.	Stencil or Gelatine Duplicators	.	.	.	.	55
17.	Type Machines	.	.	.	.	55
18.	Printing Presses	.	.	.	.	55
19.	Photographing Machines	.	.	.	.	56

CHAPTER V  OFFICE APPLIANCES (Continued) 1. Communication Machines - The Telephone . . . . 58   2. House Telephones . . . . 58 ------------------------------------------------------------------ x OFFICE MANAGEMENT SECTION         PAGE 3. Executives' Telephones . . . . 59   4. The Telautograph . . . . 59   5. The Dictagraph . . . . 60   6. Mechanical Messenger Boys . . . . 61   7. Mathematical Machines . . . . 62   8. Adding Machines . . . . 62   9. Calculating Machines . . . . 63   10. Billing and Bookkeeping Machines . . . . 64   11. Loose-Leaf or Card Bookkeeping . . . . 64   12. Cash Register . . . . 66   13. Statistical Machines . . . . 67   14. Semi-Mathematical Machines . . . . 69   15. Mailing Machines - The Addressing Machines . . . . 70   16. Letter Openers . . . . 71   17. Time Stamp . . . . 71   18. Letter Folding . . . . 72   19. Envelop Sealer and Stamper . . . . 72   20. Envelop Feeders . . . . 73   21. Time Clocks . . . . 73   22. Minor Appliances . . . . 74   23. The Paper-Cutting Machine . . . . 74   24. The Padding Machine . . . . 75   25. The Binding Machine . . . . 75   26. The Baling Machine . . . . 75   CHAPTER VI SELECTION OF EMPLOYES             1. Importance of Proper Selection . . . . 77   2. The Art of Proper Selection . . . . 77   3. Centralization of Employment . . . . 78   4. The Employment Manager . . . . 79   5. Job Analysis . . . . 79   6. Job Specifications . . . . 80   7. Sources of Help . . . . 81   ------------------------------------------------------------------ xi CONTENTS SECTION          PAGE 8. Sources of Help - Agencies . . . . 81   9. Sources of Help - Employes and Friends . . . . 82   10. Sources of Help . . . . 83   11. The Interview . . . . 83   12. The Application Blank . . . . 84   IS. Employment Tests . . . . 90   14. References . . . . 91   CHAPTER VII EMPLOYMENT TESTS AND RECORDS             1. Scientific Selection . . . . 93   2. Physical Examination . . . . 93   3. Psychological Tests . . . . 96   4. Testing Systems - Graphology . . . . 98   5. Physiognomy . . . . 99   6. Character Analysis . . . . 99   7. Moral Qualities of Applicants . . . . 100   8. Employment Records . . . . 100   9. Employment Requisition . . . . 101   10. The Application Blank . . . . 101   11. Rating of Applicants . . . . 101   12. Employe's Record . . . . 104   13. Revision of Application Form . . . . 105   14. Turnover . . . . 109   15. How to Figure Turnover . . . . 111   16. Turnover Statistics and Their Use . . . . 112   CHAPTER VIII TRAINING             1. Value of Training . . . . 114   2. Scope of Training . . . . 114   3. The Training Plan . . . . 115   4. Centralization of Training . . . . 116   5. Operating the Training Plan . . . . 116     ------------------------------------------------------------------ OFFICE MANAGEMENT SECTION         PAGE 6. Methods of Training New Employes . . . . 117   7. Training in Fundamentals of the Business . . . . 118   8. Training in Fundamentals of Position . . . . 119   9. Training in Actual Position . . . . 120   10. Practice Work . . . . 120   11. Inspection of Work of New Employes . . . . 121   12. Training for Better Results . . . . 122   13. General Training for Better Results . . . . 122   14. Specific Training for Better Results . . . . 125   15. Training for Advancement . . . . 126   16. Field of Training for Advancement . . . . 127   17. Outside Courses . . . . 129      CHAPTER IX  STIMULATION OF EMPLOYES             1. Meaning and Value of Stimulation . . . . 130   2. Principles of Stimulation . . . . 131   3. Personal Interest . . . . 131   4. Inspirational Methods of Stimulation . . . . 133   5. Example . . . . 133   6. Internal House Organ . . . . 134   7. Bulletin Boards . . . . 135   8. Comment Bulletins . . . . 136   9. Code of Principles . . . . 136   10. Environment . . . . 137   11. Rewards . . . . 138   12. IVIerit and Demerit Systems . . . . 139   13. Suggestions . . . . 142   14. Promotions . . . . 149
CHAPTER X FILING             1. Office Operations . . . . 148   2. Importance . . . . 148    ----------------------------------------------------------------- xiii CONTENTS   SECTION         PAGE 3. Essentials of a Good Filing System . . . . 150   4. Systems of Filing . . . . 150   5. Alphabetical System . . . . 151   6. Numerical Filing . . . . 153   7. Decimal Filing . . . . 154   8. Alphabetical-Numerical Filing System . . . . 155   9. Mnemonic Filing System . . . . 155   10. Geographical Filing . . . . 156   11. Chronological Filing . . . . 157   12. Perforation Filing . . . . 157   13. Filing Methods . . . . 158   14. Charge System . . . . 160   15. Follow-Up . . . . 160   16. Transferring Material From Files . . . . 161   17. The Record Room . . . . 162   18. Inspection of Files . . . . 163     CHAPTER XI INTERDEPARTMENTAL COMMUNICATIONS             1. Vital Need of Communication . . . . 165   2. Unproductive Time . . . . 165   3. Reducing Waste Motion . . . . 166   4. Surveys for Communication Sjstems . . . . 167   5. Other Modes of Survey . . . . 169   6. Study of Route of Orders . . . . 171   7. Transmitting Messages - Mail . . . . 172   8. Incoming Mail . . . . 172   9. Outgoing Mail . . . . 173   10. "Put It In Writing" . . . . 175   11. Saving Writing . . . . 176   12. The Office Boys . . . . 178   13. Regular Schedule . . . . 178   14. Collection Baskets . . . . 179   15. Checking Up the Office Boy . . . . 180

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OFFICE MANAGEMENT

SECTION						PAGE
16.	Speeding Up Communication	.	.	.	.	180
17.	Mechanical Messenger Boys	.	.	.	.	181
18.	Signal Services	.	.	.	.	182
19.	Other Methods of Communication	.	.	.	.	183

 CHAPTER XII

 

OFFICE MANUALS

1.	Office Routine	.	.	.	.	184
2.	Scope of Departmental Manual	.	.	.	.	184
3.	The General Office Manual	.	.	.	.	187
4.	Marshall Field Manual	.	.	.	.	189
5.	Main Rules of a Typical Manual	.	.	.	.	190
6.	Personal Rules	.	.	.	.	191
7.	Personal Conduct	.	.	.	.	192
8.	Keeping Manuals Up To Date	.	.	.	.	196
9.	Custody of Manuals	.	.	.	.	196

 

CHAPTER XI

THE WORKER'S COMPENSATION

1.	The Forms of Compensation	.	.	.	.	198
2.	Wages and Other Payments	.	.	.	.	198
3.	Piecework	.	.	.	.	199
4.	Wage Problems	.	.	.	.	201
5.	Wages Determined by the Type of Services	.	.	.	.	201
6.	Wage Variations Dependent on Service	.	.	.	.	203
7.	Wage Variations Dependent on Work Performed	.	.	.	.	205
8.	Extra Payments	.	.	.	.	207
9.	Gratuities	.	.	.	.	207
10.	Profit Sharing	.	.	.	.	209
11.	Other Money Pa3'ments	.	.	.	.	211
12.	Wage Increases	.	.	.	.	213

 

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CONTENTS

 

CHAPTER XIV 

WELFARE 

SECTION						PAGE
1.	What Is Welfare Work	.	.	.	.	216
2.	Classes of Welfare Work	.	.	.	.	217
3.	Office Temperature	.	.	.	.	217
4.	Fire Prevention	.	.	.	.	219
5.	Safety for the Office Force	.	.	.	.	220
6.	Fatigue and Rest	.	.	.	.	221
7.	Lunch Rooms	.	.	.	.	221
8.	Rest Rooms	.	.	.	.	223
9.	Outings	.	.	.	.	223
10.	Vacations	.	.	.	.	224
11.	Standard Holidays	.	.	.	.	227
12.	Health Education	.	.	.	.	227
13.	Protection from Colds	.	.	.	.	229
14.	Social Welfare Work	.	.	.	.	229
15.	Recreational Clubs	.	.	.	.	230
16.	Athletics	.	.	.	.	231
17.	Special Clubs	.	.	.	.	232
18.	Libraries	.	.	.	.	232
19.	Insurance Pensions and Thrift	.	.	.	.	234
20.	Sickness Benefits	.	.	.	.	234
21.	Death Benefits	.	.	.	.	236
22.	Pensions	.	.	.	.	237
23.	Thrift	.	.	.	.	239

CHAPTER XV

OFFICE ORGANIZATION

1.	The Parts and the Whole	.	.	.	.	244
2.	The Meaning of Organization	.	.	.	.	244
3.	Administration	.	.	.	.	246
4.	The Development of Organization	.	.	.	.	247
5.	Organization Record and Chart	.	.	.	.	248

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OFFICE MANAGEMENT

SECTION						PAGE
6.	The Office Manager	.	.	.	.	249
7.	Keeping Free from Detail	.	.	.	.	249
8.	Distributing Subordinate Tasks	.	.	.	.	250
9.	Centralized Office Organization	.	.	.	.	252
10.	Departmentalized Office Organization	.	.	.	.	252
11.	Advantages of Centralization	.	.	.	.	252
12.	Limitations of Centralization	.	.	.	.	253
13.	Advantages of Departmentalization	.	.	.	.	256
14.	Never Complete Decentralization	.	.	.	.	257
15.	The Service Ideal	.	.	.	.	258

 CHAPTER XVI

 

PLANNING

1.	Need of Planning	.	.	.	.	260
2.	Applicability of Planning	.	.	.	.	261
3.	Meaning of Terms	.	.	.	.	262
4.	Tracing the Course of Work	.	.	.	.	262
5.	Scheduling	.	.	.	.	264
6.	How to Secure Effective Plans	.	.	.	.	264
7.	Motion Study	.	.	.	.	266
8.	Relation of Planning to Equipment	.	.	.	.	268
9.	Planning Board	.	.	.	.	270
10.	Standards	.	.	.	.	271
11.	Book of Standard Practice	.	.	.	.	272
12.	Office Rules	.	.	.	.	273
13.	Complaint Manuals	.	.	.	.	274

 

CHAPTER XVII

OFFICE CONTROL

1.	Need of Control	.	.	.	.	275
2.	Principles of Effective Control	.	.	.	.	276
3.	Organization Chart	.	.	.	.	277
4.	Standard Instructions	.	.	.	.	278

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CONTENTS

SECTION						PAGE
5.	Centralized Control	.	.	.	.	279
6.	Established Policies					279
7.	Publicity	.	.	.	.	279
8.	Fines	.	.	.	.	280
9.	Punctuality	.	.	.	.	281
10.	Absence	.	.	.	.	284
11.	Personal Supervision	.	.	.	.	284
12.	Delegation of Supervision	.	.	.	.	284
13.	Personal Inspection	.	.	.	.	285
14.	Delegation of Inspection	.	.	.	.	286
15.	Complaints	.	.	.	.	287
16.	Reports	.	.	.	.	288

 

CHAPTER XVIII

 

WORK REPORTS AND THEIR USE

 

1.	Need for Work Reports	.	.	.	.	289
2.	Types of Work Reports	.	.	.	.	290
3.	Quantity Production Reports	.	.	.	.	290
4.	Quality Reports	.	.	.	.	291
5.	Principles Underlying the Use of Reports	.	.	.	.	291
6.	Definite Purpose	.	.	.	.	294
7.	Does the Report Tell the Story?	.	.	.	.	295
8.	Accuracy	.	.	.	.	295
9.	Simplicity	.	.	.	.	296
10.	Daily Reports	.	.	.	.	296
11.	Weekly Reports	.	.	.	.	301
12.	Monthly Reports	.	.	.	.	301
13.	Use of Reports	.	.	.	.	301
14.	Work Reports - A Measure of Efficiency of Operations	.	.	.	.	302
15.	Work Reports - An Indication of Weak Spots	.	.	.	.	302
16.	Work Reports	.	.	.	.	302
17.	Work Reports	.	.	.	.	303

 

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Xviii

OFFICE MANAGEMENT

 

SECTION						PAGE
18.	Statistical Department	.	.	.	.	304
19.	Monthly Information Report	.	.	.	.	304

  

CHAPTER XIX

THE ART OF MANAGEMENT

1.	The Object of Management	.	.	.	.	306
2.	A Single Controlling Authority	.	.	.	.	306
3.	Assignment of Tasks	.	.	.	.	307
4.	Initiative for Subordinates	.	.	.	.	308
5.	Supervision	.	.	.	.	309
6.	The Qualities of Management	.	.	.	.	309
7.	Formalities of Authority	.	.	.	.	310
8.	The Manager	.	.	.	.	310
9.	Impersonal Discipline	.	.	.	.	311
10.	Attitude Toward Inspection	.	.	.	.	312
11.	The Quality of Consistency	.	.	.	.	313
12.	The Creation of an Esprit de Corps	.	.	.	.	313
13.	Suggestion Systems	.	.	.	.	314
14.	Appreciation of Service of Subordinates .	.	.	.	.	315
15.	Democracy and Management	.	.	.	.	316
16.	Committee Systems	.	.	.	.	317
17.	Their Main Value	.	.	.	.	317
18.	Superfluous Orders	.	.	.	.	318
19.	Obligations of Subordinates	.	.	.	.	319

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