Lesson One Flashcards
1
Q
What is an office?
A
An office is a physical or virtual space established to achieve certain goals, where administrative, managerial, and professional activities are conducted.
The term ‘office’ comes from the Latin word ‘Officium’, meaning service or sense to serve.
2
Q
What are the primary functions of a modern office?
A
- Receiving and collecting information
- Recording information
- Arranging and processing of information
- Storing data
- Communication of recorded data
- Management functions such as planning, organizing, staffing, directing, controlling, coordination, and motivation
- Developing office system and procedures
3
Q
What is the importance of an office?
A
- Information center for business transactions
- Communication among departments and external stakeholders
- Coordination to achieve organizational goals
- Performance control through standards
- Record keeping for future references
4
Q
What are the types of offices based on administrative structure?
A
- Local office
- Federal office
- Central office
5
Q
What are the types of offices based on organizational structure?
A
- Front office
- Middle office
- Back office
6
Q
What is office management?
A
Office management is ensuring the office runs smoothly, involving planning, organizing, staffing, directing, coordinating, and controlling office functions to achieve business objectives.
7
Q
List the functions of office management.
A
- Aligning employees’ efforts with targets
- Effective utilization of scarce resources
- Minimizing costs through planning and controlling
- Smooth flow of work
- Maintaining office efficiency
- Managing growth through technology
- Providing innovation from various sources
- Retaining talent and loyalty among staff
- Planning and implementing changes
8
Q
What are common problems in office management in Nepal?
A
- Incomplete construction of administrative buildings
- Absence of unified laws for office management
- Inefficient information system use
- Lack of advanced technology
- Traditional methods in record management
- Complex decision-making processes
- Poor working environment
- Undefined annual targets
9
Q
What is the importance of computers in office management?
A
- Storage and retrieval of vast amounts of data
- Aids in communication and collaboration
- Simplifies tasks
- Supports decision making
- Increases efficiency and productivity
- Improves data management
- Facilitates global connectivity
- Eases evaluation and monitoring of work
10
Q
What is the role of an office manager?
A
An office manager organizes and controls office activities, performing tasks from managing services to handling modern systems and technologies.
11
Q
What are the qualities of a good office manager?
A
- Organizational skills
- Leadership
- Innovative thinking
12
Q
What are office resources?
A
Office resources include manpower, materials, sources of income, means of transportation, and means of communication essential for effective functioning.
13
Q
What does office procedure refer to?
A
Office procedure refers to the sequence of steps taken to perform activities in an office, ensuring consistency, quality, and customer satisfaction.
14
Q
What is registration in the context of office management?
A
Registration is the initial record-keeping of incoming letters and important documents received from other offices.
15
Q
What are the objectives of dispatch in office management?
A
- To know the real status of work procedures
- To record documents sent outside the office
- To enhance transparency
- To provide proof of work completion
16
Q
What are the similarities between registration and dispatch?
A
- Both are foundational to organizational operation
- Both are prerequisites for records management
- Both have structured frameworks
- Both are kept sequentially
17
Q
What are the differences between registration and dispatch?
A
- Registration involves incoming documents; dispatch involves outgoing documents
- Registration is the initial process; dispatch is the final process
- Registration requires a registration book; dispatch requires a dispatch book
18
Q
What is the initial process in office operations?
A
Registration of incoming letters and important documents
19
Q
What is the final process in office operations?
A
Dispatch of letters sent out of the office
20
Q
What are the two types of books needed in office operations?
A
- Registration book
- Dispatch book
21
Q
What is the importance of registration and dispatch in office operations?
A
They help preserve and present important office documents as evidence in the future.
22
Q
What are some problems seen in registration and dispatch in Nepal?
A
- Lack of clear legal provision
- Lack of skilled manpower
- Traditional system
- Inaccessibility to technology
- Insufficient resources
- Lack of training and motivation
- Ineffective monitoring
- Failure to implement electronic systems
- Tendency to lose or hide documents
23
Q
What are the proposed solutions to the problems in registration and dispatch in Nepal?
A
- Formulate legal provisions
- Recruit skilled manpower
- Manage effective leadership
- Implement modern technology
- Provide motivation through rewards
- Conduct regular monitoring
- Implement electronic systems
- Organize office effectively
24
Q
What is correspondence?
A
The process of exchanging letters or documents in written form
25
What are the objectives of correspondence?
* Exchange information
* Create legal records
* Give instructions
* Establish coordination
* Conduct daily activities
* Provide basis for decision making
26
What are the features of effective letters?
* Simplicity
* Clarity
* Brevity
* Politeness
* Completeness
* Originality
* Effectiveness
* Purity
27
What is a memo?
A written opinion submitted from the lower level to the upper level for decision-making or policy change
28
What are the benefits of writing a memo?
* Participative decision making
* Efficiency in communication
* Documentation
* Cost effectiveness
* Clarity and precision
* Encourage critical thinking
29
What are the disadvantages of memos?
* Delays in decision making
* May increase irregularities
* Limited engagement
* Information overload
* Lack of interactivity
30
What should be included in the introduction of a memo?
Briefly introduce the subject of the memo at the top of the page
31
What is meeting management?
The process of organizing, scheduling, conducting, and evaluating meetings
32
What are the objectives of meeting management?
* Allocating resources
* Evaluating project progress
* Addressing issues
* Goal setting
* Encouraging cooperation
33
What are the roles of minutes in meeting management?
* Providing record of key decisions
* Ensuring accountability
* Serving as legal documentation
* Enhancing communication
34
What is public administration?
The execution, oversight, and management of government policies and public affairs
35
What are the objectives of public administration?
* Welfare development
* Create civilized society
* Efficient public service delivery
* Promote social justice
36
What is record management?
The administrative method of preserving and storing records
37
What are the importance/needs of record management?
* Protect sensitive records
* Provide easy access
* Mitigate risks
* Facilitate reporting
38
What are the types of records?
* Urgent records
* Important records
* Useful records
* Less useful records
39
What are the principles of record management?
* Effectiveness
* Regularity
* Thrift
* Simplicity
* Uniformity
* Accessibility
* Clarity
* Legality
40
What is the role of computers in record management?
* Improve reliability
* Enable faster processing
* Enhance efficiency
* Facilitate preservation
41
What is the record management cycle?
* Creation
* Classification and distribution
* Storage/retention
* Disposition
42
What is filing?
The act of keeping documents safely in a file
43
What is filing?
Filing is the act of keeping documents safely in a file.
44
What is the purpose of filing?
To easily retrieve documents when needed and help in future performance.
45
What are the traditional methods of filing?
Traditional filing, baggage/packet filing, box filing, wire filing, pigeon hole/docket filing, cardboard filing.
46
What are the modern methods of filing?
Horizontal filing, vertical filing, suspension filing, lateral filing, open shelf filing, computerized/digital filing.
47
What is the importance of filing?
* To keep documents safely
* To find documents easily
* To save time, place, and labor
* To make record management effective
* To serve as legal evidence
48
What are the features of good filing?
* Utility
* Compactness
* Simplicity
* Accessibility
* Economy
* Flexibility
* Classification
* Safety
* Indexing
* Suitability
49
What is indexing?
A list of files created to know which files are stored where.
50
What are the objectives of indexing?
* To facilitate proper filing
* To ensure speed and economy in filing
* To facilitate easy and quick location
* To provide a complete filing system
51
What is a good quality of indexing?
A good indexing is supportive of business activities and promptly locates files.
52
What are the types of indexing?
* Book indexing
* Loose leaf indexing
* Card indexing
* Visible card indexing
* Rotary card indexing
53
What is communication in the office?
The process of disseminating various decisions, work procedures, and information.
54
What are the effective qualities of good communication?
* Clarity
* Accuracy
* Reliability
* Timeliness
* Proper feedback
55
What are the barriers to effective communication?
* Physical barriers
* Psychological barriers
* Organization barriers
* Semantic barriers
56
What is public relations?
A strategic communication process that builds mutually beneficial relationships between organizations and their public.
57
What is public relation management?
The act of making public relations systematic, dignified, and customer-friendly.
58
What are the methods of public relation?
* Direct method
* Indirect method
59
What are the objectives of public relation management?
* To build and maintain a positive reputation
* To manage public grievances
* To communicate about services and products
60
What is grievance management?
The act of listening to and managing customer complaints and dissatisfaction.
61
What are the objectives of grievance management?
* To enhance customer satisfaction
* To build trust between service provider and customer
* To solve customer problems efficiently
62
Fill in the blank: A good filing system ensures _______ with legal and regulatory requirements.
compliance
63
True or False: Filing is only done in a traditional manner.
False
64
What is the significance of having a filing system in an organization?
It increases efficiency and productivity.
65
What is the role of communication in increasing productivity?
It enhances job satisfaction and employee engagement.
66
What is the aim of effective public relations?
To achieve the organization's goals and promote a positive image.
67
What is the objective of grievance management?
To enhance customer satisfaction, make service delivery easy, solve customer problems efficiently, build trust between service provider and customer, increase productivity, develop a good work culture, and enhance goodwill of the organization.
68
List the methods of management of customer grievance.
* Direct meet up method
* Through telephone calls, fax, email, SMS, letter, hotline
* By managing resources effectively
* By changing work responsibility
* By listening to customer's feelings and curiosity
* By using complaint box
* By adopting various kinds of question-and-answer style
* By evaluation of citizen charter
* By adopting various legal or institutional processes
* By using online hearing method
* By developing grievance tracking system
* Through newspaper or electronic means
69
What are some problems seen in grievance management?
* Lack of awareness among customers
* Lack of adequate grievance mechanism
* Grievance hearing is not effective
* Not being able to make employees fully responsible
* No action taken against those who ignore complaints
* Lack of adequate provision of electronic means
* Being a voluntary rather than mandatory practice
* Not enough evaluation
* Weak implementation
70
What are some solutions to improve grievance management?
* Expand informative programs for customer awareness
* Provide various options and channels for grievance
* Address complaints legally to make hearings effective
* Provision of strict legal action against those who ignore grievances
* Maximize the use of electronic means for lodging grievances
* Make grievance management mandatory
* Develop a system to monitor complaint handling
71
What legal provisions exist regarding grievance management in Nepal?
* Good governance (management and operation) Act 2064
* Section 30: A public hearing should be held
* Section 31: Provision related to grievance management
* Good governance (management and operation) regulations 2065
* Rule 19: Procedure regarding public hearing
* Rule 20: Customer grievance management
72
What is the role of the service provider in public service delivery?
* Provide service by prioritizing customer needs
* Ensure transparency and fairness
* Resolve customer grievances
* Follow policies, rules, and regulations
* Utilize the latest service methods
* Effectively utilize resources
73
What is a meeting?
A discussion or conversation held between two or more people or groups at a fixed place, time, and predetermined topic to achieve a common goal.
74
List the types of meetings based on formality.
* Formal meeting
* Informal meeting
75
What is meeting management?
The work of preparing a meeting to be conducted in relation to a certain agenda, arranging necessary resources, and managing the decisions safely.
76
What are the importance of meeting management?
* Make meetings successful and productive
* Reduce errors and shortcomings
* Conduct meetings in an orderly manner
* Inform members about organizational problems and activities
* Make participative decisions
* Legalize decision-making
77
What are some strategies for effective meeting management?
* Inform all about the place and agenda on time
* Arrange necessary resources
* Conduct meetings on assigned date and time
* Start meetings with a determined agenda
* Adopt principles of participative management
* Minute the conclusions
78
What are minutes in the context of a meeting?
A written record of the proposals presented and decisions made at a meeting.
79
List the things that need to be included in minutes.
* Date, place, time, and number of meetings held
* List of attendees
* Proposals discussed
* Decisions made
* Signature to certify decisions
* Next meeting or miscellaneous matters
80
What are the qualities of good minutes?
* Clarity
* Simplicity
* Brief
* Sequential
* Legality
* Completeness
81
What should be considered while writing minutes?
* Written in past tense
* Clearly state date, place, and time
* Subject should be clear and factual
* Prepared with consultation of chairman
* Include signatures of attendees
82
True or False: Minutes should include subject matters not related to the meetings.
False
83
What is inventory?
The physical materials needed to operate an office.
84
How can inventory be classified?
It can be classified into two types: consumable and expendable.
85
What defines consumable inventory?
Goods that last for more than a year and cost more than Rs 5000.
86
What defines expendable inventory?
Anything beyond the criteria for consumable inventory.
87
What are the three types of inventory?
* Raw material
* Finished goods
* Work in progress
88
What is inventory management?
The process of ensuring that the physical goods needed by the office are available at the right time, in the right place, and in the right quantity.
89
What is the purpose of the new general accountant audit form introduced in F.Y. 2076/77?
To provide provisions related to inventory management.
90
What acts provide the legal basis for systematic inventory management?
* Public Procurement Act 2063
* Financial Procedures and Fiscal Responsibility Act 2076
* Procurement 2077
91
What is Economic Order Quantity (EOQ)?
A purchase order that shows the lowest cost for purchasing a quantity of goods at a time.
92
What is the formula for re-order level?
Re-order level = maximum consumption * maximum lead time.
93
What is the maximum stock level?
The highest level of quantity for any material which can be held in stock at any time.
94
What is the minimum stock level?
The lowest level of material stock which must be maintained to avoid production stoppage.
95
What is danger stock level?
The level at which material will go below a certain level causing production stoppage.
96
What is the main objective of inventory management?
To develop objective and precise criteria for classifying consumable and expendable goods.
97
What are some methods to improve inventory management?
* Increase the use of information technology
* Provide training to employees
* Prevent unnecessary purchases
* Make procurement legal and disciplined
98
What is public administration?
An effective mechanism for collecting and distributing necessary resources to achieve specific objectives.
99
What is the main aim of public administration?
To maintain public welfare and provide public services.
100
What are the features of public administration?
* Permanent mechanism
* Multifaceted
* Bridges between government and public
* Service-oriented
* Based on method, system, and law
101
What are the principles of public administration?
* Principle of coordination
* Principle of transparency
* Principle of accountability
* Principle of motivation
* Principle of hierarchy
* Principle of law enforcement
* Principle of participation
* Principle of decision making
* Principle of leadership
* Principle of decentralization
102
What functions does public administration serve?
* Political function
* Economic function
* Social function
* Judicial function
* Other functions
103
What are some problems in public administration in Nepal?
* Lack of skilled manpower
* Undue political interference
* Corruption and bribery
* Non-compliance with laws
* Lack of future-oriented leadership
104
What are solutions to improve public administration in Nepal?
* Recruit skilled manpower
* Provide sufficient salaries
* Control corruption
* Maximum use of information technology
105
What is private administration?
A mechanism established for private benefit with the aim of making profit.
106
What are similarities between public and private administration?
* Both aim to achieve certain objectives
* Both require financial, physical, and human resources
* Both need skilled leadership
107
What is the main difference in objectives between public and private administration?
Public administration aims to provide public services, while private administration aims to earn profit.
108
Fill in the blank: Public administration is motivated by _______.
public interest.
109
Fill in the blank: Private administration is motivated by _______.
private interest.
110
What is a key concept in the educational content?
Understanding the principles of effective learning
## Footnote
Effective learning involves applying various strategies to optimize retention and comprehension.
111
Define 'effective learning'.
A process that enhances retention and understanding of information
## Footnote
Effective learning can include techniques such as spaced repetition, active recall, and the use of mnemonic devices.
112
What is spaced repetition?
A learning technique that involves reviewing information at increasing intervals
## Footnote
This method helps to combat forgetting and solidifies knowledge over time.
113
What is active recall?
A study technique that involves actively retrieving information from memory
## Footnote
This can be done through practice tests or flashcards.
114
What role do mnemonic devices play in learning?
They aid memory by creating associations between new information and familiar concepts
## Footnote
Examples include acronyms and visualization techniques.
115
True or False: Effective learning is solely about memorizing facts.
False
## Footnote
Effective learning also involves understanding concepts and applying knowledge in various contexts.
116
Fill in the blank: The _______ technique is useful for enhancing memory through the use of imagery or acronyms.
mnemonic device
117
List three strategies for effective learning.
* Spaced repetition
* Active recall
* Mnemonic devices
118
What is the purpose of using practice tests?
To enhance retrieval skills and reinforce memory
## Footnote
Practice tests can help identify knowledge gaps and improve confidence.
119
Define 'retrieval practice'.
The act of recalling information from memory to strengthen retention
## Footnote
This practice is essential for long-term learning.
120
What is a misconception about learning?
That cramming is an effective way to learn
## Footnote
Cramming often leads to short-term retention rather than long-term understanding.
121
True or False: Learning styles determine how effectively a person can learn.
False
## Footnote
Research suggests that adapting to different learning styles does not significantly impact learning outcomes.
122
What is the benefit of teaching others what you have learned?
It reinforces your own understanding and retention of the material
## Footnote
Teaching requires you to organize and clarify your knowledge.
123
Fill in the blank: _______ involves reviewing material in a way that promotes deeper understanding rather than surface-level memorization.
Meaningful learning
124
List two benefits of collaborative learning.
* Exposure to diverse perspectives
* Enhanced problem-solving skills
125
What is metacognition?
Awareness and understanding of one's own thought processes
## Footnote
Metacognition includes self-monitoring and self-regulation during learning.
126
True or False: Multitasking has been shown to improve learning outcomes.
False
## Footnote
Multitasking can hinder focus and reduce the quality of learning.
127
What is the significance of goal-setting in learning?
It provides direction and motivation for the learning process
## Footnote
Specific, measurable goals help learners track their progress.
128
Fill in the blank: The _______ principle states that learners benefit from connecting new information to prior knowledge.
schema
129
List three factors that can affect learning.
* Motivation
* Environment
* Prior knowledge
130
What does 'oxygen of democracy' refer to?
It is often referred to as the mother of all other freedom.
131
What is the role of civil society in democracy?
Civil society acts as a crucial component for the functioning of a democracy.
132
Fill in the blank: The concept of _______ is essential for a thriving democracy.
[civil society]
133
True or False: Civil society is not necessary for democracy to function.
False.
134
List three components that are essential for democracy.
* Civil society
* Rule of law
* Political participation
135
What is the significance of political participation in a democracy?
It allows citizens to engage and influence governance.
136
Fill in the blank: _______ is the framework that ensures laws are applied equally.
[Rule of law]
137
Define 'civil society'.
It refers to organizations and institutions that represent the interests and will of citizens.
138
What does the term 'public sphere' encompass?
It includes spaces where individuals can come together to discuss and influence political action.
139
True or False: Political parties have no role in a democracy.
False.
140
List two functions of political parties in a democracy.
* Mobilizing voters
* Forming governments
141
What is the relationship between civil society and government?
Civil society holds the government accountable and advocates for citizens' rights.
142
Fill in the blank: The _______ is crucial for expressing public opinion.
[media]
143
What role does media play in a democracy?
It informs the public and acts as a watchdog over government actions.
144
Define 'political accountability'.
It is the obligation of politicians to answer to the public and be responsible for their actions.
145
List three factors that contribute to political accountability.
* Free press
* Civil society
* Regular elections
146
True or False: Regular elections are not important for democracy.
False.
147
What is the significance of regular elections in a democracy?
They provide a mechanism for citizens to choose their representatives and influence policy.
148
Fill in the blank: The concept of _______ ensures that all individuals have equal access to political processes.
[political equality]
149
What is 'political equality'?
It is the principle that all citizens have the same rights and opportunities in the political sphere.
150
List two characteristics of a healthy democracy.
* Active civil society
* Strong rule of law
151
What does 'rule of law' imply?
It implies that laws govern a nation, not arbitrary decisions by individual government officials.
152
Fill in the blank: In a democracy, citizens should participate in _______.
[political processes]
153
What is the importance of civic education in a democracy?
It empowers citizens to participate fully in civic and political life.
154
Define 'political culture'.
It encompasses the attitudes, beliefs, and values that underpin the political system.
155
List two aspects of political culture.
* Trust in government
* Civic engagement
156
True or False: Political culture has no impact on the functioning of democracy.
False.
157
What is the role of education in promoting democracy?
Education fosters informed citizens who can engage in democratic processes.
158
Fill in the blank: _______ is essential for ensuring a fair electoral process.
[transparency]
159
What does 'transparency' mean in the context of democracy?
It refers to openness in government actions and decision-making processes.
160
What is the relationship between democracy and human rights?
Democracy is built on the respect and protection of human rights.
161
List two human rights that are fundamental in a democracy.
* Freedom of speech
* Right to assembly
162
What is the definition of an office?
An office is a place that serves as a coordinator and meeting center between service receivers and service providers by effectively managing the available resources for achieving the goals and objectives of any organization.
## Footnote
It is a crucial part of the organization, akin to the heart and brain in the human body.
163
What are the main tasks of an office?
The main tasks of an office include:
* Helping achieve organization’s goals through optimum resource use
* Formulating and implementing effective policies and decisions
* Collecting, protecting, and exchanging information
* Providing services according to customer needs
* Managing human and physical resources effectively
* Conducting economical and effective administration
* Acting as a coordinator between customers, employees, and management.
164
What is the role of an assistant employee?
An assistant employee is a person who works at the lower level of the office and is in direct contact with the customer by following orders from higher-level employees.
## Footnote
Their responsibilities include basic accounting, preparing reports, registering documents, and providing quality service.
165
What are some personal qualities of an assistant employee?
Personal qualities include:
* Diligence and discipline
* Honesty and obedience
* Virtue and decency
* Politeness and patience
* Punctuality and creativity
* Positive thinking
* Fairness and accountability.
166
What are some professional qualities of an assistant employee?
Professional qualities include:
* Efficiency and willingness to work
* Procedural and technical knowledge
* Communication skills
* Legal and political knowledge
* Transparency and neutrality.
167
What is dispatch in the context of office management?
Dispatch is the act of keeping the final record of letters, reports, or documents sent out of the office.
## Footnote
Importance includes tracking when and where letters were sent, saving time and resources, and providing proof of dispatch.
168
What should be considered while doing dispatch?
Things to consider while dispatching include:
* Validity of documents
* Signature of concerned officer
* Correct recipient address
* Dispatching only valid documents
* Arranging dispatch books yearly.
169
What is the definition of filing?
Filing is the method of grouping documents and keeping them in a file based on subject, nature, quality, and importance.
170
What are the solutions to filing problems in public offices?
Solutions include:
* Effective implementation of policies
* Developing skilled manpower through training
* Improving filing systems with modern technology
* Prioritized filing
* Adequate space for effective filing.
171
What is grievance management?
Grievance management is the process of identifying and solving complaints from customers and employees in a timely and constructive manner.
172
What is the role of service providers in public service delivery?
The role includes:
* Prioritizing customer needs
* Ensuring transparency and fairness
* Focusing on results rather than processes
* Resolving customer grievances
* Following policies and regulations.
173
What is public service delivery?
Public service delivery is the effective, scientific, and systematic provision of public services by government agencies to ensure citizens' rights and welfare.
174
What responsibilities do customers have in public service delivery?
Responsibilities include:
* Being aware of laws and regulations
* Having a positive attitude towards services
* Knowing their rights and duties
* Using and conserving resources.
* Paying taxes as per law.
175
True or False: The role of only one party is sufficient for effective public service delivery.
False.
176
Fill in the blank: An office is essential for achieving the organization’s goals through _______.
[optimum use of available resources].
177
What is the primary focus of the content?
The primary focus is on different aspects of knowledge management and its applications in various fields.
178
What does the abbreviation 'k|zf;g' stand for?
Knowledge Management
179
What are the two types of knowledge mentioned?
* Explicit Knowledge
* Tacit Knowledge
180
Fill in the blank: _______ knowledge is easily articulated and shared.
Explicit
181
Fill in the blank: _______ knowledge is personal and context-specific.
Tacit
182
What are some methods for capturing tacit knowledge?
* Mentorship
* Storytelling
* Observation
183
True or False: Knowledge Management only applies to technology companies.
False
184
What is one challenge in managing tacit knowledge?
Its inherent nature makes it difficult to document and share.
185
What role does technology play in knowledge management?
Technology facilitates the storage, retrieval, and sharing of knowledge.
186
Name one tool used in knowledge management.
Knowledge databases
187
What is the significance of a knowledge-sharing culture?
It encourages collaboration and innovation within an organization.
188
Fill in the blank: The process of converting tacit knowledge into explicit knowledge is known as _______.
Codification
189
What is the outcome of effective knowledge management?
* Improved decision-making
* Enhanced efficiency
* Increased competitive advantage
190
What does the term 'knowledge audit' refer to?
A systematic examination of an organization's knowledge assets.
191
True or False: Knowledge management is solely the responsibility of management.
False
192
What is one benefit of documenting knowledge?
It preserves valuable insights and expertise within the organization.
193
Fill in the blank: Knowledge management can lead to _______ by leveraging shared insights.
Innovation
194
What is the importance of feedback in knowledge management?
It helps refine processes and improve the quality of knowledge shared.
