Calvary University

 Faculty of Economic and Management Sciences

Administrative Office Management:
    An Introduction

Book Cover

Edition 7

Zane K. Quible
563 pages

Brief Description

For courses in Administrative Office Management, Office Management, or Administrative Management

Continuing the tradition, Administrative Office Management, 8th edition, offers the most technologically updated text on the market. In combination with technological updates, this comprehensive introduction to office management focuses on what office managers actually do on the job. Dr. Quible's signature easy-to-read style coupled with pedagogical aids throughout systematically explores the full range of office management topics-office environment, employees, systems, and functions.


  • Action-oriented minicases and cases in each chapter–Presents a situation, followed by two or three items requiring student response. The case presents details about a situation, along with a list of items to which students respond.
    Gives students an opportunity to apply important chapter concepts.
  • Excellent coverage of topics for hardware managements—e.g., Palmtop computers, recordable CDs, DVD, mirroring software, MANs, ISDN, ADSL, fax on demand, Internet fax, Internet, WWW, FTP, Usenet, Listserv, IRC, digital stamps, and ISO 9000 certification.
    Keeps students aware of the constantly changing world of office equipment.
  • Up-to-date topics on business approaches—e.g., Telecommuting, hoteling, focus groups, mission and vision statements, and knowledge management.
    Offers direction for complex management.
  • Flexible organization—Self-contained chapters.
    Allows instructors to cover content in any order desired.
  • Extensively illustrated—With text figures, line drawings, and photos.
    Better meets the learning needs of today's visually oriented learners.
  • Companion Website—Offers additional exercises, questions, and study materials.
    Provides instructors and students with tutorial materials for homework, self-study, and group discussions.
  • Projects and activities.
    At the end of each chapter. Includes one activity in each chapter that involves using the Internet.
  • In-chapter pedagogy—Provides chapter-opening outlines, aims, and terms; marginal notations throughout each chapter; and chapter-ending review questions, discussion questions.
    Provides students with convenient study and review aids.

New to this Edition

Topics for technological advances and their impact on office administration and management—e.g. the Internet, desk-top computers tablet PCs, DVD technology, handheld data-entry devices, USB pen drives, e-printing, Voice Over Internet Protocol, digitizing media, storage application service providers, and Six Sigma and computer misuse.
Keeps students up-to-date with the continuing impact of technologically driven changes and the adaptation of process and procedures

Content additions to this edition—e.g., employee comfort trends, new techniques for forecasting employee needs, increased diversity in the workplace, benchmarking, virtual reality training, job characteristics theory of motivation, workplace violence, new techniques of job analysis, job evaluations, small groups, new developments in heating/air-condition systems, dealing with environmental mold
Students are presented the latest information, trends, management techniques, and developments.

Marginal Definitions—Students are given a brief definition of the key terms found in the chapter near where they are first used.
Reinforces key terms and their importance within each chapter.

Discussion questions—Offers a brief scenario that allows students to become engaged in a discussion of how they would handle a situation relevant to the chapter's topic.
Includes the intricacies of managing a variety of real-world business situations.



1. The Managerial Process.
Emerging Thrust. Administrative Office Management Function. A Career in Administrative Office Management. The Administrative Office Manager. Evolution of Management Theory. Implications for the Administrative Office Manager.

2. The Organizing Process.
Organizational Principles. Organizational Structures. Organization Chart. Informal Organization. Implications for the Administrative Office Manager.

3. The Communication Process.
Elements of Communication Process. The Flow of Communication. Small-Group Communication. Large-Group Communication. Nonverbal Communication. Barriers to Effective Communication. Development of Listening Skills. Application of Communication Process. Implications for the Administrative Office Manager.


4. Office Layout.
The Preliminary Planning Stage. Costing of Office Space. Open Office Concept. Principles of Effective Layout. Preparing the Layout. Implications for the Administrative Office Manager.

5. Office Environment.
The Impact of the Office Environment on Employees. The Healthy Office Environment. Lighting. Color. Noise Control. Conditioning the Air. Music. Conservation of Energy in Offices. Office Security. Implications for the Administrative Office Manager.

6. Office Equipment and Furniture.
Office Equipment. Office Furniture. Implications for the Administrative Office Manager.


7. Selecting Office Employees.
Sources of Potential Office Employees. Outsourcing. Hiring People with Disabilities. Selection Process. Testing Program. Interviewing Process. Affirmative Action Program. Federal Legislation. Making the Decision. Monitoring Selection Process. Implications for the Administrative Office Manager.

8. Developing Office Employees.
Orientation. Training. Principles of Learning. Organization of Learning Experiences. Training Techniques. Special-Purpose Training. Legal Considerations in Training. Counseling. Implications for the Administrative Office Manager.

9. Supervising Office Employees.
Leadership Role. Functions of Supervision. Characteristics of Effective Supervisors. Special Skills of Supervisors. Supervisory Training. Supervisory Responsibilities. Disciplining Employees. Terminating Employees. Workplace Violence. Working with a Union. Implications for the Administrative Office Manager.

10. Motivating Office Employees.
Basic Human Traits. Motivational Process. Theories of Motivation. Goal Setting. Attitude of Management. Changing Employee Values. Employee Motivation Techniques and Strategies. Dos and Don'ts of Motivation. Handling Employee Frustration. Implications for the Administrative Office Manager.

11. Appraising Performance of Office Employees.
Uses of Performance Appraisal. Characteristics of Performance Appraisal Programs. Establishment of Performance Standards. Methods of Performance Appraisal. Rating Errors. Analysis of Appraisals. Appraisers of Performance. Appraisal Interviews. Employee Promotion. Implications for the Administrative Office Manager.

12. Analyzing Jobs of Office Employees.
The Nature of Job Analysis. Uses of Job Analysis. Job Analysis Program. Describing the Job. Implications for the Administrative Office Manager.

13. Evaluating Jobs of Office Employees.
Job Evaluation Methods. Adopting Job Evaluation Method. Job Evaluation Committee. Implications for the Administrative Office Manager.

14. Administering Salaries of Office Employees.
Salary Administration Program. Determining Salary Structure. Incentive Pay. Performance-based Pay. Trends in Salary Administration. Legally Required Benefits. Fringe Benefits. Federal Legislation. Implications for the Administrative Office Manager.

15. Measuring Output of Office Employees.
Nature of Work Measurement. Work Measurement Program. Work Measurement Techniques. Performance Leveling. Work Standards. Implications for the Administrative Office Manager.

16. Improving Productivity of Office Employees.
The Productivity Dilemma. The Productivity Improvement Program. Productivity Improvement Techniques. Implications for the Administrative Office Manager.


17. Systems Analysis.
The Systems and Procedures Concept. New Developments in Systems and Procedures Design. The Systems and Procedures Staff. Designing or Modifying Systems. Systems and Procedures Tools. Implications for the Administrative Office Manager.

18. Computer Technology.
Computer Generations. Classifications of Computers. Components of Computer Systems. Computer Instructions. Distributed Data Processing. Managing Computer Problems. Data Warehousing. Utility Computing. Implications for the Administrative Office Manager.

19. Telecommunications Technology.
The Nature of Telecommunications. Telephone Platforms. Grade of Service. Telephone Features and Options. Unified Messaging. Other Devices Using Telephone Lines. Intraorganizational Communication Devices. Management of Telecommunication Services. Controlling Telecommunications Costs. Telecommuting and Telecommunications. The Internet. Implications for the Administrative Office Manager.

20. Applications Software.
A Historical Perspective. Types of Applications Software. Sources of Applications Software. Use of Integrated Applications Software Programs. Common Applications Software Used in the Office. Word Processing Software Programs. Spreadsheet Software Programs. Database Software Programs. Presentation Software Programs. Desktop Publishing Software Programs. Scheduling Software Programs. Implications for the Administrative Office Manager.

21. Records Management and Micrographics.
The Records Cycle. Organizing a Records Management Program. The Records Management Manual. Document Management Systems. Imaging Systems. Implications for the Administrative Office Manager.


22. Forms Design and Control.
Forms Control Program. Types of Office Forms. Forms Design. Professional Forms Services. Implications for the Administrative Office Manager.

23. Office Reprographics and Mail Services.
Organization of the Reprographics Center. The Copying Process. The Printing Process. The Imprinting Process. Auxiliary Equipment. Mechanical Devices for Transporting Internal Correspondence. The Mailroom. Implications for the Administrative Office Manager.

24. Quality and Quantity Control.
The Process of Control. Objectives of Control. Advantages of Control. Elements of Control. Quality Control. Quantity Control. Work Scheduling. Implications for the Administrative Office Manager.

25. Budgetary and Cost Control.
Budgeting. Zero-Based Budgeting. Budgetary Control. Cost Control. Implications for the Administrative Office Manager.

Companion Website:


Considerable change has taken place in the administrative office management field. Technology—especially the desktop computer and the Internet—were unknown concepts when the first edition of this text was published in 1977. Today, technological advances have had a significant impact on the topics presented in the seventh edition of this text. Although no one can definitively determine the future direction of administrative office management, we can be sure of one thing: It will change. The office will experience more change in the next decade than it has from 1977 until now.

Managers and executives in companies of all sizes are focusing an ever-increasing concern on "the bottom line" because it is the most effective means of assuring their survival. The administrative office management field affects how well companies perform financially. As companies maximize the efficiency with which they carry out their office operations, they will perform better financially. All managers and executives can maximize the effectiveness of their areas of responsibility by improving administrative office management.


As a field evolves, so must the materials used in the process of educating individuals about the field. Accordingly, several fundamental changes were made in the basic structure of the current edition. Perhaps the most drastic are the inclusion of a new chapter on applications software and the elimination of the chapters concerned with word processing and office automation. Some of the content of these two chapters has been incorporated into other chapters.

The configuration of the five basic text units includes chapters dealing with these topics:

Unit I: Principles of Administrative Office Management includes chapters dealing with these topics: the managerial process, the organizing process, and the communication process.

Unit II: Management of the Office Environment includes chapters dealing with office layout, office environment, and office equipment and furniture.

Unit III: Management of Office Employees contains chapters dealing with the following topics: selecting office employees, developing office employees, supervising office employees, motivating, performance appraisal, job analysis, job evaluation, salary administration, work measurement, and productivity.

Unit IV Management of Office Systems includes chapters pertaining to systems analysis, computer technology, telecommunications technology, applications software, and records management and micrographics.

Unit V Management of Office Functions includes chapters on forms design and control, office reprographics and mail services, quality and quantity control, and budgetary and cost control.

Among the topics new to this edition include globalization, employee empowerment, work teams, focus groups, telecommuting, hoteling, computer vision syndrome, electronic resume banks, Web-based employment services, job instruction training, mission and vision statements, technostress, computerized performance appraisal, 360-degree appraisal feedback, PPOs, knowledge management, palmtop computers, recordable CDs, DVDs, mirroring software, MANs, ISDN, ADSL, fax on demand, Internet fax, Internet, WWW, FTP, Usenet, Listserv, IRC, spreadsheet software, database software, scheduling software, digital stamps, and ISO 9000 certification.

Because most chapters are not dependent on either the preceding or following chapter, instructors have considerable flexibility in changing the order of coverage. Doing so will not impede learner understanding because chapter content is not interdependent.


Several features are found in each chapter, including these opening features: chapter outline, chapter aim, and chapter terms. Marginal notations are found throughout each chapter. Features found at the end of each chapter include review questions, discussion questions, projects and activities, a minicase, and a case.

The chapter outline lists the primary and secondary headings found in the chapter. The chapter terms section gives the important terms found within the chapter. Each of these terms is shown in bold type at the point of first reference in the chapter. The chapter aim identifies the knowledge the student should possess after studying the chapter. The marginal notations ask a question about the material presented.

The review questions at the end of each chapter provide questions that can be used to determine how well the material has been mastered. The discussion questions are also designed to help the learner more quickly grasp the important concepts presented in the chapter and to become more knowledgeable about the topic of the chapter. The projects and activities are designed to provide an enrichment and/or growth opportunity, including one activity in each chapter that involves using the Internet. The minicase in each chapter presents a situation, followed by two or three items requiring learner response. The case presents details about a situation, along with a list of items to which the learner is to respond. Each minicase and case is designed to give the learner an opportunity to apply important chapter concepts.


The supplementary materials that accompany this text include a CD-ROM-based instructor's manual and a Web site, accessible using the following URL:

The instructor's manual contains a variety of information, including suggested time schedules for a two-term course, a semester course, or a term course, as well as sample course objectives and suggested teaching procedures. Other content includes supplementary teaching material, identification of helpful software programs, answers to review questions and discussion questions, examination questions, solutions to the minicases and cases, and lecture notes with examination questions. Also included is an electronic test bank for instructor use in creating course examinations.

The Web site includes several types of information, including interactive examination review questions for each chapter and the text comprising the PowerPoint slides. PowerPoint slides for the instructor are also available on the CD-ROM.


Among the distinctive features of this text is presentation of technical material in an easy-to-understand manner.

Inclusion of up-to-the-minute material as the book went into production.
Focus on the learning process and student mastery of important course concepts. Emphasis on and recognition of the human element, the critical link in any office.


A project of this magnitude is never successfully completed without the help, love, and understanding of the author's family. To my wife, Patricia, words are inadequate to express my appreciation for your support during this undertaking.

For their technical expertise, I also wish to thank Elizabeth Sugg, senior editor at Prentice Hall, and Laura Cleveland of WordCrafters (Sterling, VA), production editor. Also acknowledged is the assistance provided by Delia Uherec, an administrative assistant at Prentice Hall. The assistance of Su Zhang, my graduate assistant, and Linda Wheeler, my secretary, is also acknowledged and greatly appreciated.

Zane K. Quible
Stillwater, OK

Copyright © Calvary University, 1998   All rights reserved.
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