ERIC ED433059: Community Needs Assessment Office Administration & Technology (OAT).

25 Pages·1999·0.4 MB·English

by  ERIC

DOCUMENT RESUME
ED 433 059 JC 990 553
AUTHOR
Pezzoli, J. A.; Lum, Ku'uipo; Meyer, Diane
Community Needs Assessment Office Administration &
TITLE
Technology (OAT).
INSTITUTION
Hawaii Univ., Kahului. Maui Community Coll.
PUB DATE
1999-00-00
NOTE
23p.
Research
Reports
Numerical/Quantitative Data (110)
PUB TYPE
Tests/Questionnaires (160)
(143)
EDRS PRICE MF01/PC01 Plus Postage.
Clerical Occupations; Community Colleges; Computer Literacy;
DESCRIPTORS
Curriculum Development; Educational Planning; *Employer
Attitudes; Employment Potential; Employment Qualifications;
*Job Skills; *Job Training; *Labor Force Development; *Needs
Assessment; Private Sector; Two Year Colleges
*University of Hawaii Maui Community College
IDENTIFIERS
ABSTRACT
The purpose of this survey was to obtain from employers the
requisite skills and potential employment demand for office workers on Maui.
(1) the assessment of various clerical skills and
Of particular interest was:
computer software in its relevance to the Office Administration & Technology
(OAT) curriculum at Maui Community College; and (2) the assessment of the
importance of office skills for bookkeepers and accountants, which would
impact the requirements for the Accounting (ACC) program. The report presents
responses to 17 questions in tabular form. The researchers found that:
(1)
current employment is diverse; (2) employment demand crosses all sectors;
(3)
technology is highly integrated into most offices;
(4) level of education
affects hiring and salary decisions; (5) the need for specialized vocabulary
(7) required typing speed
(6) basic math skills are needed;
is irregular;
(8) there is little need for shorthand in the private sectors;
varies;
(9)
the most popular brand of computer is IBM;
(10) Microsoft Word and Excel are
the most commonly used software packages;
(11) desktop publishing software is
(12) alphabetic filing is still the most popular filing
not widely used;
(13) best training times are evenings and weekends;
system in use;
(14)
employers support employee training; and (15) the job skills rated the
highest in importance are verbal and computer-related skills. Appended are
survey developers, cover letter, questionnaire, and mailing list and
respondents by sector.
(VWC)
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Reproductions supplied by EDRS are the best that can be made
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Community Needs Assessment
Office Administration & Technology (OAT)
Section I
Purpose
Methodology
Results
Section II
Synopsis
Section III
Responder Comments
Section III
Appendix A:
Survey Developers
Appendix B:
Cover Letter
Appendix C:
Questionnaire
Appendix D:
Mailing List and Respondents by Sector
U.S. DEPARTMENT OF EDUCATION
Office of Educational Research end Improvement
EDUCATIONAL RESOURCES INFORMATION
REPRODUCE AND
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CENTER (ERIC)
MET ATERIAL HAS
DISSEMINATE THIS
This document has been reproduced as
B
BEEN GRANTY
received from the person or organization
originating it.
Pezzoli
J.A.
4( Minor changes have been made to
improve reproduction quality.
Points of view or opinions stated in this
document do not necessarily represent
RESOURCES
EDUCATIONAL
TO THE
official OERI position or policy.
(ERIC)
Submitted by
INFORMATION CENTER
J.A. Pezzoli, Ph.D.
Maui Community College
Spring 1999
BEST COPY AVAILABLE
Community Needs Assessment
Office Administration & Technology (OAT)
Maui Community College
Spring 1999
Purpose
The purpose of this survey was to ascertain the requisite skills and
potential employment demand for office
workers on Maui. Of particular interest was to assess the importance of
various clerical skills and computer
software, bearing relevance to the Office Administration & Technology
(OAT) curriculum; and also to assess
the importance of office skills for bookkeepers and accountants, which
would impact requirements for the
Accounting (ACC) program.
Methodology
In conjunction with the Office Administration & Technology Coordinator
and Instructors, the Accounting
Coordinator and Instructors, OAT Community Advisory Committee, Institutional
Researcher, Assistant Dean
of Instruction, and under auspices of the Dean of Instruction (Appendix A),
a cover letter (Appendix B) and
questionnaire (Appendix C) were developed in the Spring 1999 semester.
A mailing list of offices from private sectors was generated by consulting
a variety of sources, including the
OAT and ACC Coordinators and the Yellow pages of the 1998 Maui County
telephone directory. The list
includes all identified businesses and agencies from 10 Sectors from private
industry (see Appendix D).
(Ed. Note.-- This research was not designed to
assess the public sector and its large numbers of office jobs
from government and judiciary positions.)
In May 1999, the 487 questionnaires were mailed, along with the
cover letter and a postage paid return
envelope. The number of respondents was 96, for a return rate of 19.7 percent.
One survey was returned
blank, dropping the number of usable returns to 95. The resultant number of
respondents per Sector are
displayed below. Worthy of note is that the Hotel and Attorney Sectors contribute
to about half the results
(42% collectively).
TABLE A
Description of Sample
Sector
Code
No.
%
Attorneys
Attn
20
21%
Hotels, condominiums
Htl
20
21%
Investment Co., Insurance Co., Financial Advisors
Inv
15
16%
Business Service, Employment Agency, Printers, Architecture
BSv
12%
11
Non-Profit Agencies
NoP
8
8%
Banks, Credit Unions
Bnk
6
6%
Mortgage Co., Title Co., Securities
Mort
5
5%
Advertising, Marketing, Communications
Adv
4
4%
Medical Centers
Med
3
3%
Graphics, Networks, Computer I.T.
Net
3
3%
Totals
95
100%
Results
A.
Current Employment is Diverse.
Responses to Question #1 are displayed below in Table Q-1.
TABLE Q-1
Current Employment by Sector
Employment
Attn
Htl
Med
Bnk
BSv
Mort
Adv
Inv
NoP
Totl
Net
%
Other
47
10
--
5
9
2
6
90
7 3
18%
1
Bookkeeper
4
45
6
10
2
2
83
16%
11
1
1
1
AdmAssistant
--
6
41
9
5
2
--
5 2
14%
71
1
Scty to Mgr
39
3
4
3
--
2
5
12%
59
1
1
1
Receptionist
22
5
10
4
2
--
4
3
2
10%
53
1
Office Mgr
--
10
9
5
2
6 3
--
3
39
8%
1
General Clerk
4
4
10
3
3
2
7
5
--
38
7%
Computer Opr
4
3
4
5
--
2
6%
11
32
1
1
1
Leg/Med Scty
25
--
6
-- --
--
2
-- --
--
6%
33
Steno
5
1%
WordProcessr
--
--
--
2
--
--
4
--
1%
1
1
Info System
1%
5
Total
79
27
171
27 20
38
4
81
14
51
512
Percent
33%
16% 15%
10%
5%
7% 4%
5%
3%
100%
1%
The 95 respondents report employing a total of 512 office workers.
Job titles of the 512 office workers are varied. The most common response is Other (18%),
followed by Bookkeeper (16%), Administrative Assistant (14%), and Secretary to Manager (12%).
The list of Other titles is quite varied, as seen from Section II
-- Responder Comments.
Sectors reporting the largest employment of office workers are Hotels (171, 33%), Medical
Centers (81, 16%), and Attorneys (79, 15%). (Ed. Note.-- Hotel and Attorney Sectors have large
numbers responding.)
B.
Employment Demand Crosses all Sectors.
TABLE Q-2
Employment Demand
Hiring
Htl
Med
NoP
Attn
BSv
Inv
Mort Bnk
Adv
Net
Totl
%
Replacement
43
17
4
5
7 3
7
87
53%
1
Expansion
5
10
12
11
12
6
7
7 5
76
47%
1
Total
54
22
17
17
14
15
8
10
5
100%
163
1
Percent
33%
13%
10%
10%
5%
9%
9% 6%
3%
1%
Respondents anticipate hiring 163 office workers in the next three
years.
The demand for 163 workers in three years from these respondents averages 54.3
per year,
which would absorb many of the 124 OAT majors and 100 ACC majors currently enrolled. (Ed.
Note.-- Assuming the 224 OAT and ACC majors take two years to graduate, then statistically
half of them (112) would be available each year to take the 54.3 office positions. In fact,
many
majors are in-service students who already hold jobs. Furthermore, additional jobs
are available
from the many employees not surveyed, including the public sector and Doctor's Offices that
were surveyed last year under the Needs Assessment for Health Unit Coordinator.)
Most Sectors expect to hire office workers, implying generalized hiring activity.
Expansion accounts for 47 percent of the anticipated hires, despite the
economy.
4
Technology Enters Offices.
C.
TABLE Q-3
Equipment Used in Offices
Equipment
Equipment
Usage
Usage
78%
Personal Computer
10-Key Adder
99%
Fax Machine
Etron Scanner 36%
99%
Photo-copier
32%
Etron Mem'y Type
95%
Laser Printer
Transcriber
21%
86%
Electric Typewriter
Other
13%
79%
Almost every respondent reports using the personal computer (99%) and the fax (99%). "New"
technology has become commonplace in offices.
Most respondents employ a photo-copier (95%) and laser printer (86%).
Electric typewriters and 10-key adders are still around, as they are used in (respectively) 79
percent and 78 percent of respondent offices.
Electronic Scanners are gaining momentum, with 36 percent of those responding reporting
having one in their office.
Vestiges of electronic memory typewriters (32%) and transcribers (21%) are still apparent.
The Other equipment mentioned include Digital camera (2), postage meter (2), and sundry
others. Section II furnishes the full listing.
Consideration for Education is Given.
D.
TABLE Q-4
Higher Starting Salary with Education
Higher Salary
No.
%
Yes
10%
10
No
19%
18
Maybe
56
59%
I don't know
10%
10
Blank
1%
1
Overall
100%
95
New hires with a 1-year or 2-year degree from MCC are paid a higher starting salary by very few
respondents (10, 10%).
About a fifth of the respondents say flatly they would not pay a higher entering wage to applicants
with an MCC credential (18, 19%).
Yet the most frequent response is Maybe (56, 59%), suggesting an MCC degree indeed may be
a pathway to a higher salary. Section II reflects how some (4) respondents claim it depends on
work experience.
Analysis of Sector data indicates that respondents asserting to paying the higher beginning wage
are from various Sectors: Investment (3), Attorney (3), Mortgage (1), Non-Profit (1), Advertising
(1), Business Services (1).
5
Specialized Vocabulary Need is Irregular.
E.
TABLE Q-5
Specialized Vocabulary Need is Irregular
Specialized Vocal;
No.
23%
Legal
22
Medical
7%
7
None
45%
43
Other
28%
27
Blank
2%
2
Overall
106%
*101
*Note. More than one response accepted.
No specialized vocabulary is reported by 45 percent of respondents.
The specialized vocabulary usage is diverse: Legal (23%), Medical (7%), and Other (27%).
The Other vocabularies include: Financial (9), Business (5), Hospitality/Travel (5), and several
more (see Section II).
It is interesting to note how a good number of respondents (9) declared that the specialized
vocabulary needed is Proper English or Good Attitude.
Sector analysis shows much -- but not all -- of the Legal Vocabulary usage comes from the
Attorney Sector, where 16 of the 20 returns selected that option. (Ed. Note.-- Not included in this
sample are public sector Judiciary workers who might add to the need for Legal terms.)
Business Math Problems.
F.
An open-ended question asked what specific types of business math problems employees need.
Many (34) respondents mentioned Basic Math -- addition, subtraction, multiplication, division,
percentages.
Others mentioned are: Interest calculations (5), Tax calculations (4), Amortization (3), and
sporadic others -- especially in relation to the comparatively overwhelming call for Basic Math.
(Verbatim comments are presented in Section II.)
Required Typing Speed Varies.
G.
TABLE Q-7
Required Typing Speed
Job Titles
Blank
Total
None
25-40
40-50
60+
50-60
Clerk-Typist
10
28 95
20 20 8 9
Secretary
6
95
35
13
14
16
11
AdmAssistant
8
34
95
16 8
17
12
Overall
24
285
43
97
30
53 38
Percent
11%
8%
100%
13% 34%
15%
19%
Required typing speeds are dispersed across the range, from none (8%) to 60+ wpm (11%): the
highest concentration is 19 percent selecting 40-50 wpm.
The three job titles do not evoke substantial differences in needed wpm: just a few more
respondents believe the lower typing speeds (at 25 to 50 wpm) are adequate for Clerk-Typists
(20 + 20 = 40) compared to Secretaries (11 + 16 = 27) and Administrative Assistants (12 + 17 =
29); and, just slightly more believe the higher typing speeds (at 50 to 60+ wpm) are requisite for
6
Secretaries (14 + 13 = 27) and Administrative Assistants (16 = 8 = 24) than for Clerk-Typists (8 +
(Ed. Note. The differences, albeit slight, confirm some of our biases.)
9 = 17).
The top speed of 60+ was chosen by just 11 percent of the respondents. Consideration should
be given to just how much weight to place in the OAT curriculum on speedy typing vis-à-vis other
requirements.
Further analysis by Sector indicates the requirement for top typing speed comes mostly from the
Attorney Sector, where 9 of 20 respondents used the top rank. None of the other Sectors saw
the need for 60+ wpm except one each from Hotel, Medical Center, Business Services, and
Investment.
Little Need for Shorthand (from Private Sectors).
H.
TABLE Q-8
Required Shorthand Speed for Secretaries
Proficiency
No.
°A
100+ wpm
-- --
80 -100 wpm
2%
2
60-80 wpm
1%
1
Not required
84%
80
Blanks
13%
12
Total
100%
95
Shorthand need from these respondents is practically non-existent: most responders either said
shorthand is not required (84%) or left the item blank (13%). This result supports the perception
that much of the call for shorthand comes from the public sector, where the Civil Service exam
requires shorthand proficiency for employment in the higher paying Secretary and Clerk-Steno
positions.
Just three (3) offices report using shorthand, with the required level reported at 60-100 wpm.
The Sectors of these affirmative repliers are: two (2) from Medical Centers; the other from a
Hotel.
Most Popular Brand of Computer is IBM.
1.
TABLE Q-9
Brand of Computer Usage
Computer Brand
No.
%
None
1%
1
IBM or compatible
83%
79
Macintosh
12%
11
Other
9%
9
Blank
1%
1
Overall
106%
*101
*Note. More than one response accepted.
IBM is used regularly in the offices reporting (83%).
Macintosh is used rarely, in only 11 offices responding (12%) -- half (6) of these also checked
IBM.
Several offices are using other equipment: Dell (3), HP (2), Wang (2). See Section II for full
listing.
7
Word Processing Software is usually Microsoft Word.
J.
TABLE Q-10
Word Processing Software Usage
WPRO Software
No.
%
80%
Microsoft Word
76
41%
Word Perfect
39
Other
12%
11
3%
None
3
Blank
1%
1
Overall
*130 137%
*Note. More than one response accepted.
Microsoft Word is used by most respondents (80%).
Word Perfect is used by under half (41%).
Others mentioned include Microsoft Works (4) and Coats (2). See Section II for full listing.
Most Popular Spreadsheet Software is Excel.
K.
TABLE Q-11
Spreadsheet Software Usage
Acct'g Software
No.
%
69%
Excel
66
Database
26%
25
Other
28%
27
Blank
8%
8
Overall
*126
133%
*Note. More than one response accepted.
Excel is used by about two-thirds (69%).
Database is used by only a fourth (26%).
A common response to this item is Other (28%), including a long list of diverse others: Lotus
(12), Quickbooks/Pro (6), Quicken (3), MS Works (3), Access (1), Paradox (1), Peach Tree (1),
Omega (1), EBT/IBM (1), Times lips (1). See Section II.
Specialized Desktop Publishing Software is Not a Priority.
L.
TABLE Q-12
Desktop Publishing Software Used
Publishing Software
No.
%
48
None
50%
Pagemaker
12%
11
Other
23
24%
Blank
19%
18
Overall
*100
105%
*Note. More than one response accepted.
The most frequent response to this item is None (50%) -- suggesting low current usage of
specialized desktop software by offices. Evidently offices are currently handling much of their
needs for graphics by the less sophisticated Microsoft Word and Power Point software; or else
farm out the job.
Only 12 percent use Pagemaker, suggesting study in Pagemaker may be elective to the OAT
curriculum at this time.
About a quarter (24%) of the offices checked Other, listing: Microsoft Publisher (10), Printshop
(5), Quark Express (4), Desk Jet (1), Photoshop (1), Adobe (1).
Alphabetic Filing is still the Most Popular.
M.
TABLE Q-13
Filing Systems Used
Filing System
No.
%
Alphabetic
89%
85
Numeric
41%
39
Computerized
33%
31
Subject
23%
22
Microfilm/fiche
6%
6
Other
5%
5
3%
3
Geographic
Blank
1%
1
Overall
201%
*192
*Note. More than one response accepted.
Most agencies (89%) use the Alphabetic system of filing.
Also popular are Numeric (41%), Computerized (33%), and Subject (23%).
A small number of agencies report doing Microfilm/fiche (6%) or Geographic (3%) filing.
Others mentioned are Chronological (2), Alpha Numeric (1), Tax Map Key (1). See Section II.
Best Training Times are Evenings and Weekends.
N.
TABLE Q-14
Best Times for Training Classes
Time for Classes
No.
%
Before Work (early a.m.)
6%
6
Morning (8 a.m.-noon)
20%
19
Lunch Hour
7%
7
Afternoon (noon - 4 p.m.)
15%
14
Late Afternoon (4-6 p.m.)
35%
33
Evenings
56%
53
Weekends
27%
26
Blanks
13%
12
Overall
*170
179%
*Note. More than one response accepted.
No training time is best for everyone, when 75%+ could attend.
About half express interest in Evenings (56%).
Less interest is expressed for Late Afternoons
(35%) and Weekends (27%).
The traditional Morning and Afternoon slots are less popular (20% and 15%, respectively).
Very few express ability to come to campus over the lunch hour (7%) or before work (6%)
--
occluding support for the College's Breakfast and Brown Bag series.
0.
Employers Support Employee Training.
TABLE Q -15
Reimbursement for Education
Reimbursement
No.
Yes
57%
54
No
40%
38
3
3%
Blank
Overall
95 100%
A very pleasant 57 percent of the respondents report having a current policy of reimbursing
employees for the cost of job-related education.
Section II illustrates variations in policies of reimbursement.
Employees Need In-Service Training.
P.
When given an open-ended question about what training their office employees need, respondents
replied overwhelmingly with requests for various computer training, and for several other areas as
well (see verbatim comments in Section II):
Computer Training (24)
Writing skills/English usage (5)
Customer service (4)
Telephone etiquette (4)
Time management (4)
Legal Aspects (4)
Specific Job Skills Needed.
Q.
Respondents were asked to rate a variety of skills as Low, Medium, or High in importance (with High
= "3") for successful performance on the job. Table Q-17a displays the average ratings for each of
four office positions (Clerk Typist, Secretary, Administrative Assistant, Bookkeeper/Account Clerk),
so that comparisons between the OAT and ACC office workers may be made. The last column of the
Table reports the sum of the four averages, in order to evaluate which skills are weighted the most
important overall.
Top 10 Requirements Overall. Ten (10) skills are rated very high, with sums at 11.0 or higher (out
of a possible score of 12). Four of these are Verbal skills, four are from the Computer field, and one
from Clerical:
Verbal:
Verbal (11.6), Telephone Etiquette (11.6), Grammar (11.2), Human Relations (11.2)
Computer: Computer Literacy (11.2), Computer Operations (11.2), Work Processing
Software (11.1), Windows 95 (11.0)
Accurate Typing (11.2)
Clerical:
It is interesting to note how just one of these highly regarded skills is from the Clerical field. This
result alone gives evidence to the transformation of office positions into the professional and
technical arenas.