Aims:
1. To enable candidates to know the basic structure of a business organisation.
2. To acquaint candidates with the various functions conducted therein.
3. To provide preliminary practice on the functional aspects of an office organisation.
4. To provide candidates with a preliminary idea of an office environment.
Class XI
There will be one paper of 3 hours duration of 100 marks and divided into 2 parts.
Part 1 (30 marks) will consist of compulsory short answer questions testing knowledge, application and skills relating to elementary / fundamental aspects of the entire syllabus.
Part 2 (70 marks) will consist of seven questions out of which the candidate will be required to answer five questions, each carrying 14 marks.
1. The Office
Specific Objectives – At the end of this section pupils should be able to –
- understand the process of evolution of the modern office.
- describe the functions of an office.
- enlist various services essential for the functioning of an office.
- differentiate between centralisation and decentralisation of office services.
- identify and define functions of various departments of a large office.
(i) Meaning and evolution of the modern office.
(ii) Functions of an office.
(iii) Office services – secretarial support, record management, distribution of mail, control of stationery, reception, operation of switchboards, duplicating and copying, etc.
(iv) Centralisation or decentralisation of office services.
(v) Departments in a large office: production; personnel; marketing; finance and accounting; secretarial.
(vi) Role of the office as an information processing centre.
(vii) Office Manager: functions and his qualities.
2. Office Accommodation and Environment
Specific Objectives: At the end of this section pupils should be able to –
- explain the factors to be considered at the time of selecting an office accommodation.
- identify the principles and purposes of an office layout.
- describe the advantages and defects of open and private office layouts.
- describe the special features of landscaped office.
- state the environmental factors that affect the working in an office.
(i) Meaning of office accommodation.
(ii) Principles and factors involved in the selection of office site.
(iii) Office layout: meaning; purposes; principles; steps; types.
(iv) Physical factors: outline of the effects of – lighting, ventilation, noise, cleanliness, etc. on the office work.
3. Organising an Office
Specific Objectives: at the end of this section, pupils should be able to –
- define the term organisation.
- explain the principles of organisation.
- state the steps in organising an office.
- explain the meaning of departmentalisation.
- identify the basis of methods of departmentalisation.
- identify the types of organisation and explain their features.
- compare and contrast the types of organisations.
(i) Meaning and importance of organisation.
(ii) Steps in organisation of office.
(iii) Principles of organisation.
(iv) Types of organisations – line, functional, line and staff, committee.
(v) Features of the above organisation structures.
(vi) Meaning of departmentalisation.
(vii)Methods of departmentalisation (function, territory, process, production or service).
(viii)Visual presentation of – organisation; structure (organisation chart – meaning, purpose and type of organisation charts).
4. Authority and Responsibility
Specific Objectives: At the end of this section pupils should be able to –
- define the terms Authority, Responsibility and Accountability.
- distinguish between the above terms.
- state the sources of authority.
- explain the meaning of and principles of delegation of authority.
- distinguish between the centralisation and decentralisation of authority.
- explain the meaning and purposes of office manuals.
(i) Meaning of – authority; responsibility; accountability and their inter-relationship.
(ii) Sources of authority.
(iii) Meaning of delegation.
(iv) Principles/rules of delegation of authority.
(v) Distinction between centralisation and decentralisation of authority.
(vi) Office manuals.
5. Office Records Management
Specific Objectives: At the end of this section pupils should be able to –
- identify the major features of a good records management.
- identify and compare the different methods of main filing classification.
- describe different types of filing and indexing equipment.
- appreciate the concept of electronic filing.
- describe the different types of micro form storage.
- explain the main features of microfilm equipment.
- outline a procedure for filing.
- explain follow-up procedures and absent file records.
- explain the need for retention and destruction policies for records.
(i) Meaning of Records Management and its essential features.
(ii) Filing – characteristics of a good filing system; classification of records for filing (alphabetical, numerical, etc.); modern methods – vertical, horizontal, lateral and suspension; equipment; types of files; filing routine; disposal of obsolete documents.
(iii) Indexing: importance; types – page index, card index, strip index, rotary index.
(iv) Micro-filing: merits and demerits; types – roll film, fiche, jackets, etc.
(v) Meaning of electronic filing.
6. Office Reprography
Specific Objectives: At the end of this section the pupils should be able to –
- distinguish between different types of reprographic processes.
- describe different duplication processes.
- describe different types of copiers.
- suggest appropriate reprographic equipment for different tasks.
- explain the benefits of in-house printing.
- describe the features of different types of printing.
- explain the uses of carbon paper and other methods of carbon copying.
- explain the features and uses of printing typewriters.
(i) Methods of duplicating: spirits or hectograph; stencil or mimeograph/ink; offset lithography.
(ii) Types of photocopying; reflex, diazo, electrostatic, dual spectrum etc.
(iii) Printing: considerations for the choice between in-house and outside printing; offset-printing and letter press printing.
(iv) Typewriters: manual; electric; automatic; electronic.
7. Office Automation
Specific Objectives: At the end of this section pupils should be able to –
- explain the difference between office automation and office mechanisation.
- explain the benefits and difficulties of office automation.
- explain the use of computers, calculators, adding machines in office automation.
- appreciate the terms used in automation.
(i) Meaning of office automation.
(ii) Merits and demerits of office automation.
(iii) Uses of – adding and listing machines; calculators; cash registers; computers.
(iv) Components of computers for processing data: input units; central processing unit; output units; backing store.
(v) Elementary knowledge of the types of computers: main frame, mini, micro.
Class XII
There will be one paper of 3 hours duration of 100 marks and divided into 2 parts.
Part 1 (30 marks) will consist of compulsory short answer questions testing knowledge, application and skills relating to elementary / fundamental aspects of the entire syllabus.
Part 2 (70 marks) will consist of seven questions out of which the candidate will be required to answer five questions, each carrying 14 marks.
1. Staff
Specific Objectives – At the end of this section pupils should be able to-
- explain staff selection procedures.
- state the importance and methods of staff training.
- describe the indicators of low morale and the methods of raising morale.
- describe different types of staff remuneration methods.
- distinguish between different leadership styles.
- identify the purpose, merits and methods of staff appraisal.
- explain the need for promotion policy for staff.
- understand the meaning and importance of staff promotion and transfer.
- enlist the grounds for staff dismissal.
(i) Staff recruitment: meaning; sources – internal, external.
(ii) Staff selection procedures.
(iii) Staff training: importance; methods – on the job, off the job; preparation of the training programme.
(iv) Staff morale: meaning; importance of morale; factors affecting morale; methods of raising morale; indicators of low morale; importance of team work.
(v) Staff remuneration: methods – time rate, wage rate, incentive methods (Halsey, Rowan plan), wage records (time card, attendance book, pay slip, pay roll, etc.).
(vi) Staff motivation: meaning and importance; factors of motivation; Maslow’s theory of the hierarchy of human needs.
(vii) Staff leadership: leadership qualities; leadership styles.
(viii)Staff appraisal: purpose; merits; methods – merit grading, interviewing, reporting.
(ix) Staff promotion and transfer: meaning and importance; basis (seniority vs. ability); need for promotion policy; process for selection; types of transfer.
(x) Staff dismissal: grounds for dismissal; procedure.
2. Office Communication
Specific Objectives: At the end of this section pupils should be able to –
- explain the need for efficient communication.
- state the barriers to effective communication.
- identify the oral and written methods of communication.
- describe the procedures of handling people at the Reception.
- identify the appropriate use of internal and external communication methods in given circumstances.
- explain the post office service for mail and telecommunication services for telephone, telex, telegram, tele-fax etc.
- describe the procedures of incoming and out going mail.
- list and describe mail room machines and equipment.
- compose relevant correspondence from available data – letters, memos, etc.
- describe the standard telephone and switchboard equipment.
- outline recent advances in telephone services.
- explain the arrangements to be made by a secretary for a meeting.
- state the essentials of a meeting.
- identify the different kinds of meetings from given details.
- prepare reports and minutes of a meeting from given notes.
- explain the role of the chairman.
- explain the procedures and common terms used in meetings.
- explain the use of graphic methods of communication.
- construct a table, graph, from given data.
- interpret the graphs or diagrams.
(i) Meaning and importance of communication and essentials of effective communication.
(ii) Methods: oral, written and visual – face to face communication; reception – qualities of a receptionist, procedure of reception, organisation of reception area; interviewing types – appraisal, disciplinary, recruitment, telephone – qualities of an efficient telephone operator, procedure rules for internal and external services, types of calls, modern developments in telephone communication, telephone switch board equipment, others – telex, fax, tele-write, video conferencing, cellular phones, cordless phones, loudspeaking, tele-text, staff locating systems – public address systems, bells and buzzers, lighted signals, wireless signals; written correspondence – essentials of a good business letter, structure of a letter, types of letters (only the following types: application for job, enquiry, quotation, order, complaints, drafting of interview letter, offer of appointment), letter for quick communication (standard letters, blitz reply, monogram, D.O. letters, return memo set), -internal written communication (memos, circulars, office orders), telegrams (types of telegrams, telegraphic addresses, essentials of a telegram, drafting a telegram); report writing – essentials of a good reporter, format simple informal reports (exclude company reports); meetings – meaning, requisites of a valid meeting, types (statutory, annual, extraordinary, board), secretary’s duties, preparation of notices, agenda, chairman’s role and power, preparation of minutes from given data only, terms used and procedures of meetings; motions; resolutions; adjournment; postponement; voting; proxy; point of order, etc.
(iii) Visual communication and its importance: graphs – nature and types (Z-graph, line-graph, bar graphs); diagrams – nature and types (pictogram, pie, histogram); tables – nature and types, presentation of specific data in tabular form.
(iv) Organisation of mailroom in a large office: handling of incoming and outgoing mail; mechanical aids used; post office services used.
ISC Class XI and XII Syllabus Home Page