Office Management Chapter 1

Define management
The process of getting things done effectively and efficiently with and through other people.
name 5 challenges of administrative office managers
1) technology
2) government regulations
3) productivity
4) new office systems
5) culturally diverse work force
name 5 qualifications of administrative office managers
1) leadership
2) commitment to ethical behavior
3) ability to delegate
4) thorough understanding of business fundamentals
5) human relations skills
name the most important organizational resource for most managers
Knowledge
define “roles” of AOM
the set of behaviors and job tasks they are expected to perform
name 3 examples of “roles” of AOM
1) decision making
2) information management
3) interpersonal
define “skills” of AOM
those abilities individuals possess that enable them to competently carry out their specified roles
name 3 examples of “skills” of AOM
1) conceptual
2) human
3) technical
define basic management functions
broad tasks performed by managers
name 5 basic management functions
1) planning
2) organizing
3) staffing
4) directing
5) controlling
define “time and motion” studies of scientific management theory
A time study considers how much time it takes to complete a task, while a motion study evaluates the efficiency of the motions involved with performing the task.
define the scientific management theory, when it was introduced, and its concepts/goals
Popularized by Frederick W. Taylor in the early 1900s, focused primarily on increasing employee output and improving the operating efficiency of management.
define the administrative movement, when it was introduced, and its concepts/goals
Popularized by Henri Fayol in the 1930s, focused primarily on the organization as a whole or total entity, rather than on specific isolated functions.
define the human relations movement, when it was introduced, and its concepts/goals
Popularized by Elton Mayo and others in the 1940s and 1950s, focused primarily on individuals and groups and that provided employees with growth opportunities and challenge.
define the “operations approach” of the modern movement
a management concept primarily concerned with the making of decisions, especially decisions about which operations should be undertaken and about how they should be carried out.
define the “behavioral science approach” of the modern movement
a management concept primarily concerned with the scientific study of observable and verifiable human behavior.
define contingency management
a management practice which recognizes that no single best way exists in all situations.
define total quality management (TQM) and explain its characteristics
a management concept that puts emphasis on teamwork, empowerment of employees, and organization-wide recognition and acceptance of the critical need to serve its customers.
name the characteristics of Theories X, Y, and Z management
1) Theory X:
Employees have little ambition, dislike work,
avoid responsibility & need to be closely monitored & coerced to work.
2) Theory Y
Employees enjoy work, seek responsibility, have
potential, and are self motivated.
3) Theory Z
Employees hired for their talents & want
relationships with coworkers.
define measurable objectives and goals, then differentiate between the two
Goals are broad statements of intentions of the direction the manager wants to go. Objectives are narrow statements of the intentions that help the manager attain goals. Goals are long term, objectives are short term.
name and explain the 5 major components of well-stated measurable objectives
1) who – person or persons doing the action
2) product (what) – what will be produced or required
3) behavior – verb that specifies what action will be taken
4) conditions – equipment required
5) standard – level of acceptability
name the level of management for the AOM
middle-level management
explain the Hawthorne studies
work undertaken by Elton Mayo and other Havard researchers that provided the primary impetus for the development of the human relations movement. The researchers determined that human element had a greater impact on determing output and reaction to change that did the technical factor.
name at least two methods of improving productivity of workers by simplifying jobs and organizing way tasks are performed
1) replace old methods with new, improved ones
2) train employees rather than let workers teach themselves
3) work with employees to ensure work is done according to scientific principles
4) managers do planning and workers do hard labor