An Analytical Study of Word Processing in Selected Administrative Offices at Utah State University

Utah State University DigitalCommons@USU All Graduate Theses and Dissertations Graduate Studies 5-1975 An Analytical Study of Word Processing in Selected Administrative Offices at Utah State University Lynnette T. Nielson Utah State University Follow this and additional works at: https://digitalcommons.usu.edu/etd Part of the Business Commons Recommended Citation Nielson, Lynnette T., "An Analytical Study of Word Processing in Selected Administrative Offices at Utah State University" (1975). All Graduate Theses and Dissertations. 3146. https://digitalcommons.usu.edu/etd/3146 This Thesis is brought to you for free and open access by the Graduate Studies at DigitalCommons@USU. It has been accepted for inclusion in All Graduate Theses and Dissertations by an authorized administrator of DigitalCommons@USU. For more information, please contact [email protected]. ii ACKNOWLEDGMENTS Sincere appreciation is expressed to my committee, Dr. Theodore W. Ivarie, Jr . , Cha irman, Professor H. Rober t Stocker , and Dr . Eldon M. Drake, for their consideration, encouragement and assistance in completion of this s tudy. I would also like to thank the IBM Office Products Division in Salt Lake City, Utah, for the cooperat ion received in completion of this study . My thanks are expressed to Rauna Bangeter, Cameron Court, and Ga r y Harris . I wish to especially thank my husband, Scott, and also our parents for t he support and help they have given me in my endeavors. Lynnette T. Nielson iii TABLE OF CONTENTS Page ACKNOWLEDGMENTS ii LIST OF TABLES v LIST OF FIGURES vi ABSTRACT vii Chapter I INTRODUCTION 1 Statement of the Problem 2 Importance of the Study 3 Definition of Terms 5 Summary 7 II REVIEW OF LITERATURE 9 Origin and Nature of Word Processing 9 Increased productivity 12 Applications for word processing 13 Equipment Used in Word Processing 14 Automatic typewriters 14 Dictating equipment 18 Implementation of Word Processing 22 Physical facilities 23 Types of word processing systems 25 Management 28 Training requipments 29 Secretary's Role 31 Career groups 31 Career opportunities 33 Job enrichment and enlargement 35 i v TABLE OF CONTENTS (continued) Page Wo r d Processing Survey 36 Summary 39 III METHOD S AND PROCEDURES 42 Population Identification 42 Study Instruments 43 Da t a Collection 44 Dat a Analysis 45 IV FINDINGS 46 Or ganizational Structure 46 Posi t ion Profile 49 Productivity 52 Equipment 60 Attitudes of Workers 61 Summary 62 v SUMMARY, IMPLICATIONS, AND RE COMMENDATIONS 64 Summary 64 Population identification 64 Instruments used 65 Collection and analysis of data 65 Major findings 66 Implications 68 Strengths and weaknesses of present system 68 Re commendations 70 LITERATURE CITED 72 APPENDIX A 75 APPENDIX B 77 VITA 80 v LIST OF TABLES Table Page lo Length of time employed by the University and length of time at present job 48 2 o Time spent by secretaries in Work Group A perform- ing typing and administrative tasks 50 3o Time spent by secretaries in Work Group B perform- ing typing and administrative ·tasks 51 4o Typing and administrative hours per worker in a two- week period 52 5o Estimated percent of time spent typing 53 6o Reported kinds of typing done 54 7o Specific typing tasks for which word processing equipment may be advantageous 54 So Reported methods of input used by word originators 55 9o Lines typed per worker in a two-week period from various methods of input 0 56 lOo Format of total lines typed per worker in a two we ek period 57 ll o Document origin and format of total lines typed 58 l2o Total lines of typing that were repetitive or revised 59 l3o Average typing rate for secretaries studied 60 14o Inventory of typewriters used in offices studied 61 vi LIST OF FIGURES Figure Page 1. Word processing system 12 2. Vertical career opportunities in a WP/Administra tive Support organization 34 3. Organizational structure of personnel in offices studied 47 vii ABSTRACT An Analytical Study of Word Processing in Selected Administrative Offices at Utah State University by Lynnette T. Nielson, Master of Science Utah State University, 1975 Major Professor: Dr. Theodore W. Ivarie, Jr . Department: Business Education The purpose of this study was to analyze the word processing procedures in the offices of the President and Provost at Utah State University. Seven secretaries participated in the survey by completing a questionnaire and keeping a record of all typing and nontyping tasks performed during two nonconsecutive weeks. Each secretary performed a variety of duties--both typing and administrative. A combined total of 148 hours was spent by all secretaries on typing tasks and 333 hours on administrative tasks during the two-week study period. A comb ined total of 9035 lines (average 12 words per l ine) of typing was completed by all workers. Ninety-nine percent of the t yping was classified as text in format and originated in one of several ways in- eluding: copy type, shorthand, revision, self composition, machine dictation, and longhand. viii Recommenda tions based on the data collected were made regarding the word processing system analyzed. Recommendations included the implementation of a semi- consolidated word processing system and the addition of standardized dictating equipment and a magnetic medium typewriter. (88 pages) CHAPTER I INTRODUCTION In a comp e titive economy the success of a business depends t o a large ext ent on its operating effici ency. Two ways of improving operating effi c i ency are by mot ivating people to work faster and by improving t he me thods of oper a tion. As a result of a limit to t he speed at which people can work and maintain quality , many managers seek better methods of operation. System concepts and techniques are used for increasing internal operating efficiency by developing i mproved methods of operation. (2:13) Sys t ems engineering involving hardware , software, and per sonnel has defined some of the needs in the increasing volume of l etters, memos , forms , manuscripts, and statisti cal reports. This increasing volume of paperwork has called for more detailed consideration from managers and executives to the efficiency and cos t effectiveness of an office function in a government, business, or educational organization. (20:7) Improved hardware, combined with the systems approach and new modes of office organization, have brought a valuable and essential discipline to the function of creating, producing, and distributi ng written business communication. This new approach to paperwork has been termed "word processing." (25:6) Cu rrent thinking among users and manufac turers is to pu t word processing to work any place in an organiza tion where it e ffectively raises productivity. What it means: word processing will fit efficiently in a big administrative center, in satelite centers, or in one-machine situations. The determinants are the nature and volume of work and the way people and departments are presently organized. (12:59) In order to design a word processing system to meet the needs of those it serves, analysis of the present environment to determine the appropriate applications of this concept is imperative. Statement of the Problem The purpose of this study was to analyze the word processing system i.n selected general administrative offices at Utah State Uni- versity, and to provide the data necessary for the design of a word processing s ystem that will best fulfill the needs of the offices studied. More specifically, the objectives of the study we re to: 1. Perform a work group analysis to determine a. major and minor responsibilities of the work group b . average turnaround time c. backlogs due to typing d. number of office workers and principals 2. Conduct a typing category count to determine a. how many lines were typed per day and how much time was spent typing b. what kind of typing was done c. how the document originated d. what non-typing duties were performed and how much time wa s spent for each 3 3. Complet e a workflow recap t o determine a. total daily lines typed per worker b. total daily lines typed for the work group c . total daily lines typed by the work group from longhand, shorthand, machine dicta tion, self composition, bopy type, or revised copy d. average hours per week spent typing e. average hours per week spent on non-typing act ivities 4. Take an inventory o f present equipment to determine a . kinds and numb ers of dictating and transc ribing e quipment b. present value of equipment 5 . Discuss implications of the findings as to a. present strengths and we aknesses in the word processing system b. dictating and transcribing equipment that would relieve any existing defici encies c. changes in job descriptions of secretaries that would facilitate greater efficiency I mportance of the Study Offices today are finding it necessary to produce more at lower costs . Nevertheless, the cost of paperwork is rising, and productivity seems to be holding . For example, in 1920 a secretary could type 50 to 60 words per minute on a manual typewriter, which is approxima t e l y 4 the same speed typed in 1970 on an electric typewriter. According to Wallace of the IBM Office Products Division, the average transcription rate for secretaries still remains about the same--15 words per minute. (10:36) For most organizations secretaries comprise one of the largest groups both in number of people as well as costs. Yet for reasons relating to the social nature of the job of the secretary, top manage ment has not looked at secretaries as a group of workers where improve ments in performance could be realized.

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