THE IMPACT OF SECRETARIES IN IMPROVING THE QUALITY OF SERVICES RENDERED BY NIGERIAN TELECOMMUNICATION PLC (NITE),
ABSTRACT
This research work investigated the impact of secretaries on improving the quality of services rendered by NITEL Plc, Enugu.
A sample of 74 respondent is the same with the number of the population that were used.
Questionnaires structured in two-phases was used to elicit useful responses from the respondents, based on the analysis of the data collected.
The following major findings were made:
1. Secretaries are true image makers of NITEL Plc, Enugu.
2. Secretaries contribute a lot to the quality of services rendered by NITEL Plc, Enugu.
CHAPTER ONE
INTRODUCTION
BACKGROUND OF THE STUDY:
Government owned establishments are those public corporations which government established in order to carry out special task for the welfare of its citizens. These tasks cannot be carried out by private individuals or people due to their nature, their financial involvement and the effectiveness of its services. It can be federal or state owned establishments. Some of the federal owned establishments are National Electric Power Authority (NEPA), Nigeria Telecommunication Limited (NITEL), Nigeria Postal Agency (NIPOST), Nigeria Railway Corporation (NBC), Nigeria Airways Corporation (NAC), etc.
National Electric Power Authority is responsible for the generation and distribution of power or electricity nationwide. Nigeria Telecommunication Limited (NITEL) is responsible or is in charge of telephones, Telex, Telefax and Radio messages installation and servicing of Telecom equipment. Nigeria Postal Agency (NIPOST) on the other hand, are responsible for the postal throughout the country. Nigeria Coal Corporation is responsible for the mining and marketing of coal in the country. The Nigeria Railway Corporation is responsible for the transport by train, that is, those travelling by train. Nigeria Airway Corporation is responsible for all transport by air, while the Broadcasting Corporation are responsible for broadcast (radio and television).
Some of the state owned corporations are like the Enugu State Water Corporation, Enugu State Housing Corporation. The Enugu Water Corporation is responsible for treatment and distribution of water to the consumer in Enugu State. All these establishments or corporation are not profit oriented establishments this, the Government to ensure equitable distribution of its services to the generality of the people. The corporations are left to be managed by private individuals, over profiteering will be detrimental to the citizens.
THE DUTIES OF A SECRETARY IS STATED AS FOLLOWS:
Handling of the post:
It is the duty of the secretary to handle the incoming mail systematically and efficiently in order to have the correspondence quickly available for distribution in the establishment.
ANSWERING TELEPHONE CALLS:
The telephonist is judged by the cover to be representative of the organization by which the secretary is employed.
RECEIVE VISITORS:
It is also the duty of a secretary to receive visitor, because the first impression, a visitor gains of an organization or an establishment is influenced by the manner in which he or she is received.
FILLING OF DOCUMENT:
The secretary is responsible for the filling of correspondence and other document in order to keep them tidy and clean.
MINUTE TAKING:
The secretary also covers the staff meeting and preparation notice and Agenda.
ACT ON BEHALF OF THE BOSS:
He or she acts on behalf of the boss. The secretary represent the establishment when the boss is not available and also give necessary information to visitors and client.
STATEMENT OF PROBLEM:
The government of any nation has the legitimate responsibility of providing certain essential services for the welfare of all her subjects that sometimes, government hijacks the provision of certain essential services which, if left to the hands of private individuals would head to outright exploitation of the masses, thus, the rational for the establishment of certain government owned corporations. These establishments are known to have seen rendering certain services to people. At times, the quality of their services are badly criticized.
The problem is that it has not been known if secretaries in those establishments do contribute at all towards the improvement of the quality of services which their organizations render to the public. It has also not been known how well the management of those government owned establishments appreciate the duties of secretaries.
Hence, the research work determined in depth the impact of secretaries in improving the quality in Enugu State, special emphasis should, however, be placed on Nitel Plc, Enugu.
THE PURPOSE OF STUDY:
The main purpose of this study is to find out the contributions of secretaries in enhancing the qualities of services provided by NITEL Plc, Enugu, specially the study to find out:
(i) The duties of secretaries in NITEL Plc.
(ii) Whether the secretaries are qualified in performing those duties.
(iii) If that duties are important to the total functioning of NITEL Plc.
(iv) If secretaries are happy performing those duties.
(v) To determine if they encounter any problem when performing those duties.
THE SIGNIFICANCE OF THE STUDY:
This study, “the impact of secretaries in improving the quality of services rendered by government establishments” is significant in that shows the importance of secretaries in improving or adding more quality to the services rendered by government establishments or parastatals in order to correct this misunderstood usage of the word secretary.
According to the definition given by National Secretaries Association (1988), a secretary is an executive assistant who possesses a mastery of office skill, who demonstrates the ability to assume responsibility without direct supervision, who exercise initiative and judgment and makes decision within the scope of an assigned authority. From this definition, one can see that secretaries perform a lot of responsibilities in any organization or establishments. An establishment can perform well on the absent of manager as far as there is an efficient secretary in the establishment.
Therefore, the study will go a long way to show how important secretaries are in every government establishment, thereby not misusing secretary and typist in their delegation of duties.
Furthermore, the study will help practicing and intending secretaries to the required impacts used in improving the quality of services in the government establishments.
DELIMITATION:
This study determines only the contributions of secretaries in improving the quality of services rendered by NITEL Plc in Enugu urban.
RESEARCH QUESTIONS:
The following research questions were formulated to guide the research what duties of secretaries in NITEL Plc?
1. To what extent are the secretaries qualified and perform those functions?
2. How far are those duties important for the total functioning of NITEL Plc?
3. Are those secretaries happy in their duties?
4. What problems do they encounter in performing those duties?
ASSUMPTIONS OF THE STUDY:
The following assumptions were formulated to guide the study:
1. If secretaries performs their duties very well to the success of NITEL Plc, their services will be valued by NITEL Plc.
2. If secretaries are happy with their duties, their productivity will be high.
3. If secretaries have problems in performing their duties, their productivity will be low
DEFINITION OF TERMS:
PUBLIC CORPORATION:
This is an organized enterprises which are set up by the government to provide the monopoly of certain goods and services for the benefit of the public in general Ojo (1973). Public corporations are created by acts of the parliament or the Senate and Regional or States Legislators Ojo (1973).
Public corporation therefore, is used here to mean government owned companies that render useful services to the public.
SECRETARY:
On the other hand, secretary is one of the most misunderstand concept in contemporary life. Almost, anybody who involves him/herself in skill jobs like typing, writing of shorthand is referred to as a secretary. But secretary in this case is a person who have training for this noble profession and equally have work experience as a secretary. Hanna (1974), defines a secretary as an assistance who possess a mastery of office skills, who demonstrates the ability to assume responsibility without direct supervision, who exercise initiative and who makes decision within the scope of an assigned authority.
Hornby (1984) defines a secretary as one who deals with correspondence and keeps records, make arrangements and appointments for a particular number of staff, business affairs of a society, club or other organizations.
EEAMOR (1980) defines secretary as; a complex activity requiring knowledge, experience and social skills, which need continually to be developed. This definition suggests that a modern secretary should have high competent manual skills as well as an understanding of the organization and administration.
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