Office Procedures, Systems and Work Measurement
This domain distinguishes procedures, systems and methods, and tests the techniques used to measure and improve office work. Numerical questions on time saved are common.
Key definitions
- Procedure: a fixed sequence of steps for routine work (e.g., processing a purchase order).
- System: a set of related procedures working together (e.g., the purchasing system).
- Method: the way a single step is performed.
Standardisation and documentation
Standardisation fixes the best-known way of doing a task; simplification removes unnecessary steps and forms; an office manual records procedures, forms, authority levels and timings so that work does not depend on memory.
Forms design
A form should have a clear title, purpose, simple layout, standard size, adequate spacing, numbered copies, routing instructions and control of issue.
Work measurement techniques
- Time study - stopwatch observation of a task; standard time = observed time × rating factor + allowances.
- Work sampling - random observations to estimate the proportion of time spent on activities.
- Motion study - eliminating unnecessary movements (Gilbreth).
- O&M study - organisation and methods review of the whole procedure.
Worked example
Eight clerks each spend 3 hours a day preparing a consolidated report. An O&M review removes duplicate entries and standardises the format, cutting it to 1 hour each. Saving = 8 × (3 − 1) = 16 clerk-hours per day, i.e. 2 clerks' full days of capacity released. Reasoning: measure the existing method, improve it, then set the standard - never set a standard for a method that should first be redesigned.
Traps
Confusing time study with work sampling; forgetting allowances for fatigue and personal needs; setting standards on an inefficient method; measuring only the fastest worker.
Key points: procedure is a sequence, system is a set of procedures, method is one step; office manual documents standards; time study uses rating and allowances; work sampling uses random observations; improve the method before setting the standard.