Questions for review

1. List the six M's that must be blended through the management process in order to ensure business success.

2. How may administrative office management be defined?

3. What is meant by the statement that no two office managers have exactly the same job responsibilities?

4. (a) Define each of the four functions of management.

(b) What office activities are related to each of the functions?

5. What are the job qualifications of the management specialist who may have the title of information manager?

6. (a) What is the nature of the three types of skills needed by AOMs?

(b)What is the relative importance of these three skills in the AOM's skill mix?

5. Explain the statement: "The efficient office reflects a perceptive manager."

Questions for discussion

1. With the continuing improvements in automation and the computer's takeover of humdrum work, what changes do you see occurring among office workers and their supervisors in large companies, such as firms in the insurance industry?

2. An office worker in an insurance company was asked to describe the requisite characteristics of a good office manager. The worker's answer indicated, among other things, that the person must be a self-starter, a highly motivated individual with the ability to see what is needed, and the capacity to make plans and follow through. The worker concluded the answer by saying that if the right person is in the job, he or she will take orders from the situation. What is meant by "the situation"? Do these statements apply equally well to all middle managers, including the office manager? If the right office manager is in the job, how is he or she able to take orders from the situation?

3. If you were designing a training program for office managers, what skills would you consider to be most important to teach in your program?

Case 1-1 Developing a Problem-Solving Attitude—a

You are an office supervisor in a wholesale stamp and coin company that has been experiencing a sharp increase in sales volume. Today you receive the letter from one of your valued customers, Shaw Stamps, Inc.

1. What is the real problem or problems involved in this case? Can you identify clearly the specific nature of the problem?

2. Which individuals are causing the problems? Explain.

3. As the office supervisor, what key questions would you raise of the individuals whom you believe are causing the problems?

July 20, 19—

Ladies and Gentlemen:

On June 8, I received an insured package containing 500 (five hundred) No. 1341, $1 Airlift mint stamps from your company. I refused to accept the shipment since my order of May 28 was for only 50 (fifty) No. 1341 stamps. I called Emma Williams, in your Order Department, and she assured me that the error would be corrected at once. On June 12, 1 received your invoice for 500 No. 1341 stamps @ $3 each, which represented the incor­rect shipment. I paid no attention to this bill since I assumed that the whole matter would be corrected "at once" by Williams.

The following weeks were a "nightmare," as you will see when you read what happened:

1. 'On June 20 I called Williams again and asked why I still had not

received my correct shipment, I tried to make the point that I had several customers who were waiting for this particular stamp. Williams said that she had requested a verification of my order from the Shipping Department and she had no idea why I had not yet received the correct shipment. She then promised to expedite matters by cancelling my old order and resubmitting a new order, which would be processed on your newly installed computer.

2. On July 10 I received a past-due notice for the 500 #1341 stamps. Right away I telephoned Berta Anolak of your Billing Department. She told me that all invoice adjustments had to originate with

Mark Sharon in the warehouse, since he is the only person authorized to enter data pertaining to adjustments.

3. Later on July 10, I called Sharon and found that in order to have my account corrected, I would have to contact Vera Newton in the Shipping Department,

4. When I called Newton, I was told she was on vacation. Her replacement was unable to find any information about either order!

3. On July 5 I received my correct order for 50 #1341 stamps.

3. On July 19 I received an invoice for the 50 #1341 stamps and a second past-due notice for the 500 #1341 stamps. With the notice came your computerized form letter telling me that because of my unpaid bill, your company was commencing legal action.

Sincerely,