Administrative Management - Fourth edition

30mm

www.jutaacademic.co.za

ADMINISTRATIVE

MANAGEMENT

FOURTH EDITION

EJ FERREIRA

D GROENEWALD

A successful and competent administrative manager is integral to any

profitable and efficient organisation or office. Administrative Management

has been written specifically for people working in the field of administrative

management, as well as those studying Administrative Management at higher

education institutions. The content is specific to the South African market, and

it is the only local textbook on this topic. This fourth edition of Administrative

Management contains new examples and updated data, and discusses the

latest trends in this subject.

ADMINISTRATIVE MANAGEMENT

F OURTH EDITION

Topics include:

• The role of administrative management within an organisation

• Information systems, office systems and the management of information

• Written and electronic communication

• Meetings and meeting procedures

• Office layout, environment, equipment and furniture

• The virtual workplace

• Office procedures, workflow and productivity

• Planning, organising, leading, control and problem-solving

• Managing cultural diversity

• Business ethics

• Risk management and loss control.

This book provides aspirant administrative managers with a good foundation,

and offers practising managers the insight that will enable them to manage the

administration needs of an organisation more timeously and efficiently, making

them invaluable to that organisation.

ADMINISTRATIVE

MANAGEMENT

EJ Ferreira

D Groenewald

FOURTH

EDITION

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This textbook comes with the following lecturer resources:

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Administrative Management

Fourth edition

Editors:

Prof EJ Ferreira

Dr D Groenewald

Authors:

Prof EJ Ferreira

Dr D Groenewald

Dr AW Erasmus

Dr K Strydom

Dr S van Antwerpen

Mr D Boucher

Mr F Janse van Rensburg

Mr A Masakale

Ms D Prinsloo

Mr D Rossouw

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Administrative Management

First published 2003

Second edition 2009

Third edition 2013

Fourth edition 2016

Juta and Company (Pty) Ltd

PO Box 14373, Lansdowne 7779, Cape Town, South Africa

© 2016 Juta and Company (Pty) Ltd

ISBN 978 1 48512 127 5 (Print)

ISBN 978 1 48512 457 3 (WebPDF)

All rights reserved. No part of this publication may be reproduced or transmitted in any form or

by any means, electronic or mechanical, including photocopying, recording, or any information

storage or retrieval system, without prior permission in writing from the publisher. Subject to

any applicable licensing terms and conditions in the case of electronically supplied publications,

a person may engage in fair dealing with a copy of this publication for his or her personal or

private use, or his or her research or private study. See section 12(1)(a) of the Copyright Act 98

of 1978.

Project manager: Edith Viljoen

Editor: Sarah Koopman

Proofreader: Kai Tuomi

Cover designer: Drag and Drop

Typesetter: Firelight Studio

Indexer: Language Mechanics

Acknowledgements of Tables and Figures:

The South African Excellence Foundation and DDS Technologies

Table 12.1: South African Excellence Quality Management Model

Typeset in ITC Stone Serif Std 9.5 pt on 12 pt

The author and the publisher believe on the strength of due diligence exercised that this work

does not contain any material that is the subject of copyright held by another person. In the

alternative, they believe that any protected pre-existing material that may be comprised in it

has been used with appropriate authority or has been used in circumstances that make such use

permissible under the law.

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Contents

Preface ix

Part A Introduction to the field of administrative

management 1

Chapter 1 The role of administrative management within an

organisation 3

1.1 The role of the management function within an

organisation 5

1.2 The role of the administrative function within

an organisation 6

1.3 The role of the administrative manager in an

organisation 9

1.4 The information needs of the organisation 15

1.5 The relationship between the administrative

function and the other functions in an

organisation 20

1.6 The administrative manager of the future 21

Self-assessment 23

Chapter 2 Information systems 25

2.1 Defining a system 26

2.2 The objectives of a system 28

2.3 The elements of a general system 28

2.4 The characteristics of an efficient information

system 31

2.5 The implementation and modification of

information systems 32

2.6 Different types of information systems 35

2.7 The integration of systems and the flow of

information 39

Self-assessment 42

Chapter 3 Information and knowledge management 43

3.1 The nature of information 44

3.2 Types of information 49

3.3 Factors influencing the flow of information 49

3.4 Perspectives on information management 50

3.5 Aspects of information management 51

3.6 Information and the management process 62

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Administrative Management

iv

3.7 Knowledge management 64

Self-assessment 68

Chapter 4 The administrative support function 71

4.1 The administrative support function 72

4.2 The profile of the administrative manager 72

4.3 Events management 79

4.4 Putting the event together – implementation

and execution of the plan 90

Self-assessment 92

Chapter 5 The basics of communication 95

5.1 The importance of good communication 96

5.2 The communication process 96

5.3 Communication channels 98

5.4 Communication mediums 102

5.5 Non-verbal communication 103

5.6 Multicultural communication 105

5.7 Barriers to effective communication 107

5.8 Overcoming barriers to effective communication 110

5.9 Guidelines for effective communication 112

Self-assessment 114

Chapter 6 Written communication 117

6.1 The written communication process 118

6.2 Internal and external written communication 119

6.3 Business letters 121

6.4 Report writing 125

6.5 Presenting a report verbally 131

6.6 Memorandums 132

6.7 Effective writing techniques 135

6.8 Using technology to revise your message 136

Self-assessment 137

Chapter 7 Electronic communication 139

7.1 Telecommunication systems 140

7.2 Telecommunication networks 145

7.3 The internet 155

7.4 Modes of electronic communication 157

Self-assessment 166

Chapter 8 How to conduct effective meetings 169

8.1 What are meetings? 170

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Contents

v

8.2 Types of meeting 171

8.3 Cycle of a meeting 172

8.4 Steps in meeting management 172

8.5 Conducting the meeting 182

8.6 Following up after the meeting has been held 188

8.7 Basic meeting terminology 194

Self-assessment 201

Part B The office 203

Chapter 9 Office design and layout 205

9.1 The importance and advantages of effective

office design and layout 206

9.2 The principles of office design and layout 207

9.3 Steps followed in planning the office layout 208

9.4 Factors to consider when planning the office

layout 208

9.5 The costing of office space 211

9.6 Types of office layout 212

9.7 Specialised areas 214

9.8 The role of effective office layout in the flow of

information 216

9.9 The role of furniture and equipment in the

office layout 216

9.10 Facilities management 217

Self-assessment 222

Chapter 10 The office environment 225

10.1 Locating the office building 226

10.2 Factors to consider in the décor of the office 227

10.3 The acquisition of office equipment 245

10.4 The maintenance of office equipment 245

10.5 Space management 246

Self-assessment 249

Chapter 11 The virtual workplace 251

11.1 The development of the electronic office 252

11.2 Features of the electronic office 253

11.3 Advantages of the electronic office 255

11.4 The virtual scenario 255

11.5 Features of the virtual workplace 257

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Administrative Management

vi

11.6 The feasibility of the virtual workplace 262

11.7 Managing virtual employees 264

Self-assessment 265

Chapter 12 Quality administrative management 267

12.1 Quality management 268

12.2 Total quality management (TQM) 270

12.3 Management of administrative policies and

procedures 274

12.4 Systems and processes in quality administrative

management 276

12.5 Systems and process thinking as an approach to

quality administrative management 277

12.6 Business process re-engineering (BPR) and

quality administrative management 280

Self-assessment 284

Chapter 13 Productivity, workflow and office procedures in

the administrative office 287

13.1 Productivity 288

13.2 The role of employees in raising productivity 291

13.3 The increase of productivity in the office 292

13.4 Workflow 298

13.5 Office procedures 301

Self-assessment 308

Chapter 14 The role of information systems 311

14.1 The information systems triangle 313

14.2 Information systems security 325

14.3 Information systems and the internet 327

Self-assessment 329

Part C Management in the administrative

environment 331

Chapter 15 Planning and time management 333

15.1 What is planning? 334

15.2 Planning at different management levels 335

15.3 Types of plans and the planning process 336

15.4 Planning and your subordinates/office workers 344

15.5 Time management 348

Self-assessment 355

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Contents

vii

Chapter 16 Organising in the administrative function 357

16.1 Organising defined 358

16.2 Principles of organising 358

16.3 Centralisation versus decentralisation 367

16.4 The organising process 370

16.5 Organisational structures 371

16.6 Organisational designs 381

Self-assessment 385

Chapter 17 Leading in the administrative function 387

17.1 Leadership 388

17.2 Motivation 398

Self-assessment 411

Chapter 18 Controlling office activities 413

18.1 The control process 414

18.2 Characteristics of an effective control system 418

18.3 Aids for the application of control 418

18.4 Quality control 419

18.5 Cost control 424

18.6 Stock control (also referred to as inventory

control) 430

Self-assessment 435

Chapter 19 Problem-solving and decision-making 437

19.1 The framework for decision-making 438

19.2 The basic elements of problem-solving 440

19.3 Problem-solving abilities 441

19.4 Steps in the problem-solving process 442

19.5 Problem-solving aids 448

19.6 Categories of problems in the administrative

department 450

Self-assessment 452

Chapter 20 Managing cultural diversity 453

20.1 What is diversity? 454

20.2 Dimensions of cultural diversity 454

20.3 Workplace diversity: benefits, problems and

challenges 459

20.4 Reasons for increased diversity in the workplace 461

20.5 Managing cultural diversity in the workplace 463

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Administrative Management

viii

20.6 Best practices 471

Self-assessment 473

Chapter 21 Business ethics 475

21.1 Ethics and value systems 476

21.2 Views on ethical behaviour 477

21.3 Myths about business ethics 479

21.4 Managing ethics in the workplace 481

21.5 Ethics and the information age 485

21.6 International business ethics 487

21.7 The role of ethics in administrative management 488

Self-assessment 489

Chapter 22 Risk and safety management for the administrative

manager 491

22.1 The risk management process 492

22.2 Duties and responsibilities of the administrative

manager with regard to risk management 495

22.3 The financing of risk 497

22.4 Managing safety 499

22.5 The loss causation model 499

22.6 Health and safety programmes 503

Self-assessment 508

Index 511

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Preface

This book has been written to equip administrative managers with the knowledge,

skills and attitudes to function effectively in the administrative or office

environment. The book is also aimed at candidates studying in this field at higher

education institutions.

Part A focuses on the importance and role of the administrative function in the

supply of relevant, timely and accurate information to management at all levels.

It further aims to supply the reader with a relevant knowledge and understanding

of the administrative manager’s functions in the workplace: the various aspects of

this position are described in the chapters that form part of this section. The job

description of the administrative manager differs slightly from organisation to

organisation, but in essence there are certain principles, if thoroughly applied, that

will make the administrative manager successful in supporting the organisation

with an information service.

Part B deals with the office itself. The topics include planning and design

of the layout of the physical office, organising the interior environment of the

office, the role and function of office equipment and furniture in the office, office

procedures and productivity as well as the flow of work in the office. A discussion

of information systems has also been added to provide a basic understanding of

the technical side of information management in the office. A discussion of the

virtual office is included to make the aspirant administrative manager aware of

the changing nature of office work and the concept of quality administrative

management alerts readers to the importance of the managing quality in all

spheres of administration.

Part C deals with general management issues and the discussions aim to

contribute to an awareness of the changing environment in which a manager has

to function in the contemporary organisation. Organisational changes are mostly

the result of economic, political and social paradigm shifts, not only in South

Africa, but also in the international and global arenas. These organisational changes

will influence the manner in which South African organisations are managed. It

is necessary, however, to remember that in spite of the impact of international and

global changes, every manager needs to perform the basic management functions,

namely planning, organising, leading and controlling effectively, to ensure the

sustainability of the organisation – these issues are looked at in depth. Topics

such as cultural diversity and business ethics have been included because of the

importance of these aspects in the modern workplace.

A chapter about risk and safety management has been included in this edition

to equip the administrative manager to whom this task is delegated to deal with

issues around occupational health and safety.

The authors

October 2016

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Part A

Introduction to the field of

administrative management

Administrative management is one of the functions, departments or sections

existing in any organisation. The aim of the administrative function is to manage

the information needs of the organisation so that timely, relevant and accurate

information can be given to managers at all the different levels, so enabling them

to take meaningful decisions. Without such information it is not possible to

manage any organisation, function or process successfully.

The aim of Part A of this book is to introduce you to the field of administrative

management within an organisation. You will be given a basic knowledge and

an understanding of the role of the administrative manager in an organisation

within a South African environment; but this will ultimately equip you to be an

asset to the administrative environment globally. Although this role may differ

from one organisation to another, there are certain responsibilities and tasks that

will be found in most organisations.

The management of information, including records and knowledge

management, will be discussed; as well as systems and processes.

Communication is also a very important matter in all facets of life and equally

important in any organisation. And in a diverse country, it is important to remember

that language remains a barrier especially in a business environment. The basics of

communication will first be looked at to provide a solid foundation, followed by a

more detailed discussion regarding written and electronic communication. Lastly,

the complete process of organising and conducting different types of meetings

will be discussed in detail.

Part A of this book should give the aspirant administrative manager a good

foundation to work from. With the knowledge and skills gained here, you should

already be a useful asset in any administrative or office environment. To become

an invaluable asset to any organisation, it is suggested that you also study Parts B

and C.

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Chapter 1

The role of administrative

management within an organisation

Learning outcomes

After you have studied this chapter, you should be able to:

• discuss the role of the management function in the organisation;

• explain the role of the administrative function in an organisation;

• explain the role of the administrative manager in an organisation;

• identify the information needs in an organisation;

• explain the relationship between the administrative function and the other

functions in an organisation; and

• discuss the administrative manager of the future.

Introduction

There are many different views about the administrative function in organisations,

but the common denominator in all these views is information. Administrative

management has to do with information and the management thereof. In some

literature this function is also referred to as information management.

The two job titles of administrative manager and information manager are used

interchangeably. For the purpose of this book, we will use the title “administrative

manager” throughout.

We will firstly look at what administration is and then approach what the purpose

of the administrative function and administrative manager are in organisations.

Administration describes the performance and executing of assigned duties and

is used to refer to a group of individuals that are responsible for executing those

duties. It is therefore essential to all the aspects involved in business operations.

Organisations that are well managed ultimately reach their goals.

Administrative management encompasses all the various processes and

resources required to collect, manipulate, maintain, protect and retrieve

information used in an organisation (Slovensky et al, 2006: xi). It also includes

the storage and release of information by means of computerised management

information systems, as well as bookkeeping, cost accounting, archive control and

general office organisation. The administrative manager is usually also responsible

for effective communication, office layout, office equipment and furniture, office

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