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Office operations. The variety of office operations is so great that any attempt to enumerate them would be fruitless, and any effort to describe them in detail would be unsatisfactory. Correct office management reveals itself in a careful adjustment of many matters of detail in such a way as to secure the maximum efficiency. The needs of any particular office will in a large measure determine what constitutes efficiency. It is not always found either in speed or in quantity tho in most cases these are important elements. The importance
of detail can only be understood by a careful analysis of some of the office processes.
In making a choice of those which will serve as illustrative matter, filing and
interdepartmental communication have been chosen. However much offices may vary
in detail, these are matters of almost universal application. |
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Importance. A good system of
filing is more important for the expeditious and proper transaction of business than is generally realized. It does not merely consist in placing letters where they may be promptly and surely found ; its larger and more valuable function is to make available such material as is necessary for the complete study of any particular problem whether it be merely a single letter, or everything relating to some special subject. Theoretically, filing is a very simple matter, but from a practical viewpoint it is frequently anything but a simple matter because of the quantity of material handled and because it is not always easy to determine from just what angle reference will be made to the material filed. For instance, at the time a letter is filed it may seem entirely proper to file it under the name of the correspondent. But subsequently it may develop that the letters should have been filed according to subject. Again, a letter may refer to two or three different things. A proper plan of cross reference under such circumstances will be the only salvation if the files are to render the service expected of them. The importance of a knowledge of filing principles and methods is realized when we see that a single misplaced letter may result in serious loss to the business, and at the same time recognize how easy it is to misfile a piece of correspondence. The importance
of filing is further increased by the tendency as the business grows to
centralize those files that are in general use. In this way the cost of operating
the files is reduced, and greater efficiency in the operation of the file is obtained.
Moreover, centralized filing offers the best means of fixing responsibility an
important matter where there are so many possibihties of loss thru divided
responsibihty. |
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Numerical filing. The method of filing by number is extremely simple. Its value is based upon the known principle that the average mind works more rapidly with numbers than with combinations of letters of the alphabet. Each correspondent,
organization or subject is given a folder, numbered in the order in which the
first letter or paper is received. A list is kept of these numbers. An index card
is made out at the same time upon which is noted the name as well as the number. Each letter from the same individual or on the same subject is then numbered to correspond with the card and folder so that it can be replaced after use. If, however, a rightly numbered letter is placed in a wrong folder, it may be difficult, tho not impossible, to find it. If the wrong number is placed on a letter, a tedious search may have to be made for it This system is economical of space because each file can be used to its capacity, but eventually the files become loaded up with dead matter. If the number of what appears to be an obsolete folder is given to a new correspondent, confusion may result. This numerical system cannot be used to advantage where there is a large volume of correspondence with only a few persons, nor where the correspondence is only transient. The auxiliary card index, which has to be arranged alphabetically and kept continually up to date, is a trouble and expense which is lightened if the cards can be used for some other necessary operation of the work, such as quotations or orders. The problem of the occasional correspondent occurs here, too, but it is wise to use a separate folder even if only one letter is received, tho the space taken by the many folders required may be great. Some offices combine
both methods, arranging all occasional correspondence in an alphabetical file,
using the numerical arrangement exclusively for continual correspondence. This
scheme, however, destroys the unity of the files a procedure of doubtful
value unless the file is in charge of one who is well acquainted with the system. |
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Decimal filing A comprehensive but somewhat more elaborate method of filing is the decimal system, according to which the correspondence is grouped under a certain number of main subject or department headings. Each division has a number which follows the main number, separated from it by a decimal point. The system is excellent where there are a few departments or topics under which a great variety of subheadings must be arranged, and where it is desirable classify all the business of the firm according to related subjects, but it requires a comprehensive classification with an alphabetical card index to indicate the numbers to which each subject belongs. Its flexibility is its chief recommendation. If, for instance, the material to be filed relates to a variety of makes of automobiles and their parts, each car will have a certain number. Supposing that number is 371, then the cylinder will be, say, 371.7, the outer casing 371.72, while the piston may be 371.724, and so on. The same principle may be applied to the filing of any subject and gives satisfactory results if the plan is properly designed. |
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Alphabetical-numerical filing system. This is a combination of the straight alphabetical system with auxiliary numbers. The purpose of this elaboration is to prevent the errors that are likely to arise in plain alphabetical filing. The alphabetical guides are divided as minutely as may seem necessary, and each guide has the full alphabet and its numerical symbol printed on it to facilitate reference. By means of this table all letters can be expeditiously classified and numbered before being placed in the files. An ingenious method
of filing is created by the combination of color, number and alphabet. In this
system, the alphabet is grouped under various colors. When the title consists
of only one word, the first three letters of the alphabet are used. When the title
consists of two words, the first letter of the first word and the first two letters
of the second word are used, and so on. These letters, by reference to a table,
are given a numerical significance, which determines their position in the file.
In use the system is found to be quite simple, tho somewhat difficult to explain.
It has been well thought out and has been successfully applied to some very difficult
indexing problems. |
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Mnemonic filing system This is approximately
the same as the decimal filing system except that in stead of numbers, letters
are used which indicate by sound as far as possible the name of the material to
be filed. It is more flexible in some respects than the decimal classification
because the major classifications are not limited to ten. Thus "A" may
represent the advertising department, "C" the credit department, and
so on. Advertising in newspapers will be represented by the symbol AN, while AM
represents magazine advertising. AMA will indicate advertisements in the American
Magazine and further letters can be used to indicate the type or size of the advertisement.
The main objection to this system is that in the finer sub divisions the mnemonic
symbol is apt to become cumbersome, tedious and therefore liable to error. |
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Geographical filing The advantage of geographical filing is that all the correspondence of one territory is kept in one place a plan which may prove very useful in a sales department, for instance, where it is advantageous to know what relations the concern has had in any given territor It is advisable to use a postal guide or similar list as a basis for determining what correspondence is to be filed under each division. For instance, it is necessary to determine whether all correspondence relating to New York and its suburbs should be filed under one heading or whether Brooklyn, for instance, should get a separate heading. All such points should be carefully considered in planning the scope of the system. There is, of course, some trouble if a correspondent has changed his address without the folder being changed accordingly. The duplication of town names may lead to trouble, but with care that can be prevented. It is well to have a definite ruling that all letters from firms and their branches shall be entered under the geographical location of the head office. The geographical
arrangement of the file may best be made to agree with the selling territory,
the state or the town, according to the nature of the business. Correspondence
under each heading may be arranged alphabetically. |
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11. |
Chronological filing In this system
all letters are filed in the order of the date on which they are received, or
according to the attention date indicated by the contents. The system is very
valuable in some lines of business where the transaction has to be performed at
a certain fixed time, as in periodical publishing houses. Guides containing the
months and the days of the week or the number of the days per month are used to
separate the material which need not have a separate folder. |
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Perforation filing A new idea, likely to prove especially useful in some cases, is "Perforation Filing." This is a mechanical method whereby certain pieces of information may be readily and accurately segregated by means of perforations of a certain shape on cards. Cards must be so
designed that any fact may be indicated by the mere punching of a slot. When all
the cards are slotted, they are placed in a drawer and rods are run thru them.
The drawer is then inverted and only those cards which are slotted drop down to the limit of the slot while the others are held in place. The drawer is then righted and the cards thus segregated cafa be counted at leisure. Thus the handpicking of the lists is eliminated. In a unit of 600
cards perhaps no more than ten may be slotted alike. It would be a tedious affair
to examine the whole box by hand, whereas by the use of this device their
location may be instantly determined. For instance, if one wishes to know how
many correspondents have a certain financial rating, a given slot indicates the
facts, and the number in that group can be determined by inverting the drawer.
This system of filing may be used for prospects whose financial standing, profession or location is a matter of interest. "Perforation" files may be made to disclose any isolated fact or any required combination of facts. |
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13. |
Filing methods. It is an accepted fact that vertical filing is the most efficient method. Vertical filing permits material to be filed conveniently and with much greater economy of space than is possible under other methods. Under most conditions correspondence grouped in a single folder should be arranged in such a way that the material with the most recent date is in front, thus facilitating reference to the material that is most likely to be used. Material should first be arranged in the order in which it is to be filed. For instance, under a numerical system the sheets should be arranged in numerical order before any effort is made to replace them in the files. A standard sorting tray will be found the most convenient and efficient method of sorting. The sorting tray is simply a container provided with guide cards permitting the assorting of material alphabetically or numerically. Before actually placing a letter in a file the name should be compared with the material already filed in order to be sure that the letter is being placed in the proper position. Such a comparison will also be helpful in catching up anj^ previous mistake that may have been made. There should be a definite ruling that with the exception of carbon copies of letters nothing will be accepted for file that is not crossed thru with a line, initialed and dated to indicate that it has been answered. Unless this is done there will be constant danger of unanswered letters being filed. Making proper cross references is an essential safeguard in the operation of every system. If it is efficiently done, any paper may be located instantly, no matter how complex its contents may be. In this matter good judgment, founded on knowledge and directed by a definite plan, has to be continually exercised. If in a letter from Brown reference is made to one from Jones, the fact should be noted in Jones' folder, otherwise the latter's correspondence will not disclose all the information that may be needed in dealing with his case. A slip of paper, preferably of a conspicuous color, should be placed in Jones' folder, calling attention to the fact that Brown's folder is to be consulted for further information.
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Charge system. Perhaps the most fruitful source of trouble in filing is due to the abstraction of papers without any adequate record being made of the fact. The value of a charge system lies in the fact that the location of any paper that has been withdrawn is always known. This may be done in two ways : first, by making and keeping a list of each item removed, and secondly, by inserting a sheet of conspicuous color in the files in lieu of the paper abstracted. In the first case, when the paper is returned, the name is crossed off the list. In the second case, the substitute sheet is not withdrawn till the letter is replaced. On this sheet are the names of all those who are likely to require papers, and the name of the person actualh'- receiving it is underscored before inserting the sheet in the file. Still another plan
is to send to the filing room a requisition sheet for any paper wanted and to
place the requisition sheet in the files till the paper or letter is returned.
This sheet is of conspicuous color and large enough to be readily seen in the
files. Periodically the requisitions are checked over and requests are made for
the return of papers that have been out too long. The requisition sheet bears
a printed note to the effect that it is placed in the files until the correspondence
requisitioned is returned.
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Follow-up. It is very necessary to adopt some method whereby matters for future consideration may be attended to on the proper date. For this purpose a "follow-up" or "tickler" system must be used. If letters are merely placed in a temporary chronological file, they may not be found by some one else who tries to find them in the regular file. It is better to keep all such letters in the regular file and make out a card for the tickler. This card indicates the name, the file number, the person who wants the correspondence and the date upon which it is wanted. The call-out date is usually conspicuously indicated on the correspondence itself by the person who wants the information, and it is the file clerk's duty to make out the tickler card and attend to the matter on the right date. For this purpose these cards are filed chronologically and consulted every morning. Suppose a salesman finds that a prospective customer desires to see a certain machine next month. The filing clerk is instructed accordingly and on the appointed date the salesman is reminded of the circumstance. The follow-up is
indispensable in the collection of delinquent accounts or in securing the prompt
shipment of goods. In the office it may be used for reminding the different members of the staff of meetings, appointments
and duties to be performed at specified times.
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Transferring
material from files The value of
all correspondence decreases with age while its bulk increases, and thus
transfer of old files becomes a necessity which has to be considered. The
importance of
methodizing this process becomes apparent when. for instance, a lawsuit
necessitates a search for letters over a period of time not covered by the
active files. It is then
that the transfer-file method is put to the test. The simplest way
is of course to transfer the entire files intact at certain definite periods.
But that method is likely to cause serious inconvenience if there is frequent
reference to recently transferred matter, unless the latter is easily accessible.
Another method is to retain two years' correspondence in the active files, Kiaking
a division between each year's correspondence, or apportioning the upper
drawer to the current year and the lower drawers to the year just past. The older
file may then be transferred whenever reference to it has ceased, and the plan
may be repeated every succeeding year. If in addition a special color is used
for the folders of each year, there is not much danger of misfiling current material.
It is a good rule to make this transfer periodic, tho it can best be done when
no other pressing work is on hand. The transfer period affords an opportunity
to eliminate all useless material from the files. The transfer of individual
folders that have become bulky is sometimes resorted to, but the temptation to
follow this practice should be avoided. It is advisable, however, to keep a record
in the active files of all transferred material. |
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The record room. As a rule, office
managers give little thought to the matter of preserving old records until a search
for some old papers reveals that due provision has not been made to preserve correspondence
that might be of value. The ideal way is to have a record room with a plan showing
the arrangement so that the files may be consulted with convenience when necessary
The record room
should be well ventilated, as otherwise the papers are sure to deteriorate rapidly
from dampness. The room should be well hghted so as to facilitate search and make
the storing of documents easy. Unless it is known to be fireproof, the room should
not be used if the papers are at all valuable. A number of well-painted steel shelves, of movable size, divided into
sections should be built as in a library, and each shelf, if possible, might be
of the approximate capacity for the papers of each year. The shelves must be identifiable
by means of plain numbers so that any one, tho unfamiliar with the record room,
will have no difficulty in finding the papers of any one year. A card index
placed at the entrance may indicate where each class of material can be found. In the care and
use of the record room, the same necessity exists for centralizing responsibility
as in the management of the active files. No one should have access to the record
room except by permission of the person in charge. |
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Inspection of files No matter how careful the files clerks may be and no matter how thoro a system has been worked out, errors in filing are bound to occur. Some check against this condition should be provided if serious consequences from lost correspondence are not to result. The best
protection against this condition is to have a person whose duty it is to check
the file constantly. This clerk goes thru each drawer of correspondence and sees
that not only are the folders arranged in proper order but also that the
contents of the folder are correct and
properly arranged. Under this plan the "loss" of correspondence is prevented.
Furthermore it tends to make the filers more accurate because they know that their
work is being checked. |
