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.
Click Here for ICSE Class XI and XII All Subjects Syllabus

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