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ABSTRACT
This objective of this project is to find out changing roles of modern office mangers in business organization. An office manager is an purpose of achieving organizational goals and objectives, while the changing roles are the different duties and activities the office managers perform in the achievement of business organization’s goals. The instrument used in collecting data for the study is the questionnaire. The questionnaire consists of sixteen (16) question items, which were submitted to the project supervisor who corrected and approved it before administration. The population of the study consists of 150 office managers, from which 100 were used as sample for the study, and the data were analyze using simple percentage. The major findings of the study are that the changing roles of modern office managers are different roles and activities they perform in the achievement of business organization’s goals and these roles are: customer service, record management, project management, facility management, marketing etc. Also, this changing role of modern office manager has help tremendously in the productivities of the office manager. The followings are the problems of office managers; inability to use modern office technology, lack of fund to further training etc. from the findings multiple skills for easy change of roles, regular training for office manager by business organization and finally the inculcation of more business courses in the profession by trainers.
TABLE OF CONTENTS
Title Page i
CERTIFICATION iii
DEDICATION iv
ACKNOWLEDGEMENT v
ABSTRACT vi
LIST OF TABLE Error! Bookmark not defined.
TABLE OF CONTENTS vii
CHAPTER ONE INTRODUCTION 1
1.1 BACKGROUND OF THE STUDY 1
1.2 STATEMENT OF THE PROBLEM 5
1.3 PURPOSE OF THE Study 5
1.4 SIGNIFICANCE OF THE STUDY 6
1.5 RESEARCH QUESTIONS 6
1.6 DELIMITATIONS OF THE STUDY 7
1.7 LIMITATIONS OF THE STUDY 7
1.8 DEFINITION OF TERMS 8
CHAPTER TWO 9
REVIEW OF RELATED LITERATURE 9
2.1 INTRRODUCTION 9
2.2 OFFICE MANAGERS 9
2.3 ROLES OF MODERN OFFICE MANAGERS IN BUSINESS ORGANIZATION 12
2.3.1 CUSTOMER SERVICE 14
2.3.2 REPORT WRITING 14
2.3.3 BUDGET MANAGEMENT 14
2.3.4 DATABASE MANAGEMENT 15
2.3.5 SYSTEMS ANALYSIS 16
2.3.6 PROCESS MAPPING 16
2.3.7 PURCHASING 17
2.3.8 BOOK KEEPING 17
2.3.9 HUMAN RESOURCES MANAGEMENT 18
2.3.10 RECRUITMENT 19
2.3.11 ACCOUNTING 19
2.2.12 SALES AND MARKETING 20
2.4 RECORDS MANAGEMENT 21
2.4.1 FORM/TEMPLATE DESIGN 21
2.4.2 WEBSITE MAINTENANCE 22
2.4.3 PROJECT MANAGEMENT 22
2.4.5 MANAGEMENT CONSULTANCY 23
2.4.6 FACILITIES MANAGEMENT 23
2.4.7 SPACE MANAGEMENT 24
2.4.8 RISK MANAGEMENT 25
2.4.9 PAYROLL 25
2.4 THE NEW ROLES OR MODERN OFFICE MANAGERS IN ORGANIZATIONS 25
2.5 BUSINESS ORGANIZATIONS 28
2.5.1 SOLE PROPRIETORSHIP 28
2.5.2 PARTNERSHIP 28
2.5.3 CORPORATION 29
2.5.4 LIMITED LIABILITY COMPANY 29
2.4 SUMMARY OF LITERATURE REVIEW 30
CHAPTER THREE 33
RESEARCH METHODOLOGY 33
3.1 INTRODUCTION 33
3.2 RESEARCH DESIGN 33
3.3 SOURCES OF DATA 33
3.3.1 PRIMARY SOURCE OF DATA 33
3.3 SECONDARY SOURCES OF DATA 34
3.4 POPULATION OF THE STUDY 34
3.5 SAMPLING TECHNIQUE 34
3.6 SAMPLE SIZE 34
3.7 METHOD OF DATA COLLECTION 35
3.8 METHOD OF DATA ANALYSIS 35
3.9 VALIDATION OF THE INSTRUMENT 35
3.10 RELIABILITY OF THE INSTRUMENT 36
CHAPTER FOUR 37
DATA ANALYSIS, PRESENTATION AND INTERPRETATION 37
4.1 INTRODUCTION 37
4.2 QUESTIONNAIRE DISTRIBUTION AND RETRIEVAL 37
4.2 RESEARCH QUESTION ONE 38
4.3 RESEARCH QUESTIONS TWO 39
4.4 RESEARCH QUESTION THREE 40
4.5 RESEARCH QUESTION FOUR 41
4.6 DISCUSSION OF FINDINGS 43
4.7 SUMMARY OF FINDINGS 45
CHAPTER FIVE 47
SUMMARY, CONCLUSION AND RECOMMENDATIONS 47
5.1 SUMMARY 47
5.2 CONCLUSION 47
5.3 RECOMMENDATIONS 48
5.4 SUGGESTIONS FOR FURTHER RESEARCH 49
REFERENCES 50
APPENDIX I 52
APPENDIX II 53
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
The introduction of sophisticated office technological equipment like computers, word processors and other information technology resources have completely changed the roles of office managers in business organizations and triggered off a new business orientation thus, no longer effective in the old method of business transaction. This change in technology has made the job performance of the office technology and management graduate to be very efficient unlike what it used to be in the past when manual machines like typewriters and the likes made the job performance of the office managers to be limited.
The office manager has been defined in different ways to signify these vital roles in the management of offices in business organization. The followings are examples these definitions: The Professional Secretaries International (PSI) defines a secretary as an executive assistant who has mastery of office skills, demonstrates the ability to assume responsibility without direct supervision, exercises initiative and judgment and makes decisions within the scope of assigned authority.
Winter (2005), opined that “An Office Manager is a warm, endlessly helpful and understanding individual whose sole aim is to alleviate, solve, prevent or soften problem workload and upsets for his/her executive”. He/ she is the means by which the executive initiates, handles and complete a project. The above definition underscores the fact that inter-working relationship between the secretary and the organizational executive must be excellent for the organization to prosper and succeed.
Boladele (2002, express that the Office Manager has direct contacts with people who visit the office for one transaction or the other and their contact with the secretary can make or mar their relationship with the business organization.
Whitehead (2005), identifies the Office Manager’s responsibilities to include; taking dictation and transcribing it into correspondence, which is at once dispatched to its business destination. He highlights some of these correspondences which include: letters, memos, circulars, orders, quotations, acceptances, contractual terms, and conditions, invitations, etc. Each of these items he claimed will invoke a response from the addressees, who will perhaps order materials, proceed to manufacture, insure cargoes, book hotels or engage, in some other expensive activity which forms part of the intricate network of business life.
Therefore the Office Manager must be regarded with some respect with reference to these important roles which he/she plays that impinge on the success of any business organization, which is as a result of the changing roles of the office managerial functions towards information and communication technology.
According to Okute (2001), Information Communication Technology is concerned with the aspect of managing and processing information through the use of electronic computers and computer software to convert, store, protect, process transmit and retrieve information. It is the handling and processing of information for use by means of electronic and communication gadgets such as computers, cameras, telephones etc. Atakpa (2010), stated that office manager’s functions everywhere in the world have undergone a lot of technical changes. As a result, modern office equipment, which gives the Office Manager the opportunity to increase her efficiency, abound. Many office functions and secretarial duties, that were previously done manually have been mechanized. Thus, the diversities of these office technologies require the Office Manager to possess new skills and sub-skills to enable him/her to be relevant in the modern office.
ICT has changed the equipment and work groups, of course; nobody today would like to work in an office where information processing and other secretarial activities are done manually or mechanically. So, the mechanized office is gradually given way to the automated office. Investment in networks of computer-based workstations and other automated equipment is transforming traditional manual office methods and paper communications media. This transformation has resulted in the development of automated systems that rely on electronic collaboration and communication networks, text processing, image processing and other information and communication technologies.
According to Okwuanaso and Obayi (2003), information communication technology has posed challenges to Office Managers as they communicate in the present day office. In the past, Office Manager’s functions were performed manually such that documents and records were maintained on papers, stored in files and drawers. The consequences of global development in the modern information and communication technology area, calls for corresponding development of new skills and changing roles in office communication by all secretaries and office managers.
1.2 STATEMENT OF THE PROBLEM
Office Manager’s being the life wire of a business organization depends on the productivity of the Office Manager towards achieving the goals and objectives of the business organization where he/she might be working. Several changes have taken place in the business organization as regard the roles and functions of the Office Manager. The types of machines and gadget that were used in the past for the office manager’s productivity has undergone great transformation to cope with the fast growing world of technology, and the success of business organization depends on the Office Manager’s effective use of these technological gadget in the management of office in business organization.
1.3 PURPOSE OF THE Study
The aims of the study are:
- To identify the changing roles of Office Managers in business organizations.
- To find out how the new roles of an office manager have increased the productivity of business organizations.
- To determine the challenges caused by the changing roles of office managers.
- To proffer solutions to the problems caused by the changing roles of office managers.
1.4 SIGNIFICANCE OF THE STUDY
This study will be relevant to both office employers and business organizations such that it will enable them to know the change in the roles of office managers in organizations.
It would also be of use to higher institutions that trains managers.
1.5 RESEARCH QUSTIONS
The following research questions were posed to guide the study.
- What are the changing roles of modern office managers in business organizations?
- To what extent has the changing roles of modern office managers help to increase the productivity of office managers?
- What are the problems associated with the changing roles of office managers in business organizations?
- What are the remedies to the problems associated with the changing roles of office manager’s in business organizations?
1.6 DELIMITATION OF THE STUDY
The study will cover office managers and business organizations within Port Harcourt and Khana Local Government Areas. It will concentrate on the changing roles of office managers in business organizations.
1.7 LIMITATIONS OF THE STUDY
In conducting this study, we faced narrow challenges studies time factor: There was no ample time, because of other academic involvements within the period of this research work, such like class assignments, seminar presentation and most
importantly, the preparation for my final examination. The research work required a lot of money to sort for related materials, visitation to some selected firms to gather data and uncompromising attitude of some respondents are the limitations we faced in carrying out this research work. However, the questionnaires received from the respondents were able to help us gather the required data needed for the research works.
1.8 DEFINITION OF TERMS
For clarification purposes, it is essential that the following terms are defined as used in the study.
Office Manager: A person in charge of running a business or a similar organization or part of one.
Technology: Is a machinery or equipment designed using technology.
Correspondence: Are the letter or memo a person sends and receives.
Word Processor: An application that is use for typing and editing of word document.
Sophisticate Equipment: Newly introduced office equipment.
ICT: information Communication Technology.
Networking Computers: Communications between two different computer devices.