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Office Automation 14-37

is on improving the efficiency of whole operations that involve groups of people, and of increas-
ing the quality of services to customer. This level of office automation goes beyond individual
pieces of equipment to technology-based systems and new forms of work organization.

Moving into this stage of automation requires careful thought:
• If you are involved in one of the service industries — e.g. banking, airline, retail,
tourism, auto sales – you should think about improving services to customers. Otherwise, you
might lose customers to competitors who are using electronics to provide better services.
• If you are in the tourism business, for example, you should be thinking about the kinds
of new customer services that are feasible by using electronic technology, such as data base
storage, facsimile, video disc and videotape displays, personal computers, etc.
Thus operation automation is the use of advanced electronic technology for improving
the efficiency, quality, and nature of your business operation. However, this level of automatic
can be most effectively implemented if your office first experiences the stage of task automation,
after your staff members become accustomed to and enjoy using electronic technology.
Operation autumation is the second stage of office automation.

The third stage - Management automation
Management automation involves moving toward an integrated office automation system

for your entire organization. But I leave discussion of this more sophisticated stage until later.
In summary, I would like to stress that task automation is the foundation for further

elaborate automation systems for your office and organization. Only above a solid foundation
can strong houses of sophisticated information systems be built.

Activity 20 Comprehension Check
1. Some people fall in love with high-tech gadgets while others are happy to do without them.

What shapes their choice?

2. Do the same factors apply in business? What forces business to keep up with the times?

3. If you wish to introduce automated procedures in your office, you should
.
a. determine what office automation means to you
b. buy electronic calculators before you buy computers
c. identify those jobs that automated devices could do more efficiently
d. discuss the notion of office productivity