ROLE OF SECRETARIES TOOL FOR ENHANCING THE QUALITY OF SERVICES RENDERED BY GOVERNMENT ESTABLISHMENT
CHAPTER ONE
PURPOSE OF THE STUDY
The purpose (s) of this research work including:
- To investigation the impact of secretaries on improving the quality of services rendered by government establishment.
- To find out whether the duties of a secretary goes beyond typing and writing of shorthand.
- To evaluate the duties of a secretary in relation to proper and efficient administration of government establishment
- Make recommendation on how to make secretaries effective and efficient.
CHAPTER TWO
REVIEW OF RELATED LITERATURE
2.1 Conceptual and Theoretical Framework
The theoretical framework of this study is built on Holland (1959) typology theory of vocational behaviour. This theory focuses on occupational environments which are believed to exist. Holland (1959), the author of this theory classifies the environments into realistic, intellectual, social, conventional, enterprising and 11 12 artistic environments. He believes that the way in which each individual adjusts to these working environments and how he develops skills relevant to each environment determines how well he will fit into each of the work environments. The above theory has to do with this study in the sense that employees in public establishments are not expected to be stagnant if they must be relevant in the organization. They should be able to readjust themselves to innovations or technologies through in-service training which leads to increased productivity and the attainment of organizational goals (Ezeji, 2001). Human behaviour theory concentrates on interpersonal relationship that exists between management and the workers. The relationship will aid management in realizing the organization goals. Taking a close look at these, it will be seen that the focus is generally on productivity and efficiency. The theory is related to this study because when there is an effective human relations (cordial relationship) between the employees and the management there will be increase in productivity and achievement of the organizational goals. (African Business School, 2009). Scientific management theory was propounded by Fredrick Wilson Taylor. He was concerned during the late 1800s and early 1900s with emphasis that organizations placed on production. Taylor believed that any major problem confronting an industrial organization could be resolved if management would determine the expected level of output of employees and then communicate to these expectations to the employees. Scientific management, as conceived by Taylor, was designed to increase output of the employees and to improve the 13 operating efficiency of the management. Taylor believed that workers have to overcome the fear of being replaced by machine or by an automated process. Taylor, therefore, advocated complete education of employees which help then to be more effective and efficient which leads to increased output and the achievement of organizational goals.
Need for Executive Secretary
Executive secretary is an individual who is employed in an organization responsible for providing secretarial, clerical, and administrative support in order to ensure that services are provided in an effective and efficient manner. He is expected to have a proficient knowledge in the following areas. Office 21 administration, an understanding of relevant legislation, policies and procedures. Executive secretary must demonstrate the following skills that will make him effective and efficient in achieving the organizational goals and objectives. These skills include: team building, book keeping skills, analytical and problem solving skills, decision making skills and listening/communication skills, computer skills including ability to operate computerized accounting, spreadsheet and word processing programme at a high proficient level, stress management skills and time management skills. Executive secretary is a top-level officer who reports to a senior executive in an organization
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
3.2 RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
3.3 POPULATION OF THE STUDY
According to Udoyen (2019), a study population is a group of elements or individuals as the case may be, who share similar characteristics. These similar features can include location, gender, age, sex or specific interest. The emphasis on study population is that it constitutes of individuals or elements that are homogeneous in description.
This study was carried to examine role of secretaries tool for enhancing the quality of services rendered by government establishment. Staffs of NITEL, Enugu form the population of the study.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
INTRODUCTION
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of eighty (80) questionnaires were administered to respondents of which only seventy-seven (77) were returned and validated. This was due to irregular, incomplete and inappropriate responses to some questionnaire. For this study a total of 77 was validated for the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 Introduction
It is important to ascertain that the objective of this study was to ascertain role of secretaries tool for enhancing the quality of services rendered by government establishment. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing the challenges of secretaries tool for enhancing the quality of services rendered by government establishment
Summary
This study was on role of secretaries tool for enhancing the quality of services rendered by government establishment. Four objectives were raised which included: To investigation the impact of secretaries on improving the quality of services rendered by government establishment, to find out whether the duties of a secretary goes beyond typing and writing of shorthand, to evaluate the duties of a secretary in relation to proper and efficient administration of government establishment and Make recommendation on how to make secretaries effective and efficient. The study adopted a survey research design and conveniently enrolled 80 participants in the study. A total of 77 responses were received and validated from the enrolled participants where all respondents were drawn from staffs of NITEL, Enugu. Hypothesis was tested using Chi-Square statistical tool (SPSS).
Conclusion
The study is also of the view that in-service training needed by the executive secretaries in up-dating their skills, attitudes and knowledge should be adequately provided which will enable them to contribute to the realization of organizational goals and objectives. It is evident in the study that when executive secretaries in public establishments are given opportunities for in-service training in Information and Communication Technology (ICT), their job performance in their office procedures and operations are bound to improve considerably as such they are motivated to carry out their office routines cheerfully and remarkably
Recommendation
The administrator in public establishments should endeavour to afford their executive secretaries in-service training opportunities through which they could be retrained in emergent innovations and techniques in the world of work. The administrators in those pubic establishments should endeavour to properly organize and coordinate the policy (in-service training) as to create enabling environment for executive secretaries to update their knowledge and skills in this dispensation of Information and Communication Technology (ICT).
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ROLE OF SECRETARIES TOOL FOR ENHANCING THE QUALITY OF SERVICES RENDERED BY GOVERNMENT ESTABLISHMENT
