General Catalog 2005-2006

Programs and Courses

Office Automation Systems

• General Information
• Administrative Office Coordinator - Associate in Applied Science (AAS)
• Data Entry Clerk Certificate
• Receptionist Certificate
• General Office Secretary Certificate
• Office Coordinator Certificate
• Customer Service Agent Certificate
• Course Descriptions

General Information

For Information: Richard Shortridge
Phone: 623.845.3278

www.gc.maricopa.edu/business/index-oas.htm

Who will hire me?

The office occupations outlook is very good in Arizona. Skilled office employees are needed by large and small companies, service industries, government agencies, and private businesses of all kinds.

What skills will I need on the Job?

• Computer application skills.
• General office organizational skills.
• Written, verbal, and nonverbal communication skills
• Human relations and teamwork skills.

What will I do on the Job?

Today's office employee performs a variety of tasks. Data entry operators enter alphabetic and numeric data into a computer, proofread and make corrections to previously entered data, and keep records of completed work.

Receptionist greet visitors, answer phones and transfer calls, arrange appointments, collect and distribute mail and messages, give travel information, file documents, and type correspondence.

Office secretaries compose and type letters, schedule meetings and take notes, distribute mail, arrange for food service, file documents, keep inventory of office supplies, take dictation and transcribe information.

Office coordinators direct the office activities, prepare plans for the overall office maintenance, coordinate the office functions and projects, be a team leader. Administrative office coordinators provide assistance for top management, facilitate meetings and conferences, prepare and/or coordinate the preparation of documentation for the company, act as a liaison for the company.

[Back to top]

Administrative Office Coordinator
Associate in Applied Science (AAS) / 64 credits

Program Description: This program prepares the student for employment as an administrative office coordinator in a business office. The graduate will have achieved a broad base of both specialized skills and general knowledge which will contribute to growth in an office environment. Courses include microcomputer application skills; general office organizational skills; management skills; written, verbal, and non-verbal communication skills; public and human relation skills; and techniques for professional success. In addition, the student will gain a background in general studies.

Note: Required courses may not be available every semester so students should consult with a department advisor in order to complete degree requirements in an expedient manner. Due to limited course offerings, degree seeking students may find it necessary to extend completion time lines and attend both day and evening classes.

Program Prerequisites: 3 credits

OAS101 Computer Typing I: Keyboarding & Formatting (3) or    One year of high school typing or    Equivalent typing skills

3 credits

Required Courses: 30 credits

Students must earn a grade of “C” or better for each course listed in the Required Courses category. (+) indicates course prerequisites.

BPC114AE Excel: Level I + BPC114BE Excel: Level II    BPC117AM Database Management: Microsoft Access - Level I    BPC128 Introduction to Desktop Publishing + BPC/OAS135DK Word: Level I + BPC/OAS235DK Word: Level II    CIS133DA Internet/Web Development Level I    GBS131 Business Calculations (3) or + GBS161 Mathematics of Business (3)    MGT101 Techniques of Supervision + OAS103AA Computer Typing: Skill Building I + OAS103AB Computer Typing: Skill Building II    OAS108 Business English    OAS113 Micro-Alphabetic Indexing    OAS120 Financial Record Keeping + OAS121 Techniques of Proofreading    OCS122 Office Orientation and Essential Skills (3) or    OCS100 Basic Office Skills (1) and    OCS102 Office Career Preparation (1) and    OCS104 Office Communications (1)

1 credit 1 1 1 2 2 3 3 3 1 1 3 1 3 1 3

Restricted Electives: 9 credits

(+) indicates course prerequisites.

ACC107 Bookkeeping Theory and Practice (4) or    ACC111 Accounting Principles I (3) + ACC115 Computerized Accounting (2) or + ACC115AA Computerized Accounting: Quicken--Level I (1) and + ACC115BA Computerized Accounting: Quicken--Level II (1)    BPC106AH MS Outlook: Level I + BPC106BH Microsoft Outlook: Level II    BPC110 Computer Usage and Applications    BPC121AB MS-DOS Operating System + BPC138AA Windows Desktop Design & Publishing (3) or + BPC138AB Macintosh Desktop Design & Publishing (3) + BTO/OCS156 Admin Office Coordinator Internship (1-3)    CIS105 Survey of Computer Information Systems (3) and + CIS190 Introduction to Local Area Networks (3)    CIS122AB OS/400 Operating System + GBS233 Business Communication    MGT251 Human Relations in Business + OAS103AC Typing: Skill Building III + OAS106AA Basic Machine Transcription: Beginning    OAS118 10-Key By Touch

3-4 credits 2 0.5 0.5 3 1 3 1-3 6 1 3 3 1 1 1

General Education Requirements: 25 credits

Core: (15 credits) First-Year Composition: + ENG101 First-Year Composition (3) and + ENG102 First-Year Composition (3) or    ENG111 Technical Writing (3) (Note: recommended) Oral Communication:    COM110 Interpersonal Communication (3) or + COM230 Small Group Communication (3) Critical Reading: + CRE101 Critical and Evaluative Reading I (3) Mathematics: + MAT102 Mathematical Concepts/Applications (3) or + MAT122 Intermediate Algebra (3) or Equivalent    as indicated by assessment or A higher level math course Distribution: (10 credits) Humanities and Fine Arts:    Any approved course, see here. Social and Behavioral Sciences:    Any approved course, see here. Natural Sciences:    Any approved course, see here.

6 credits 3 3 3 3 3 4

[Back to top]

Data Entry Clerk Certificate / 11 credits

Program Description: This program prepares the student for employment as a beginning data entry clerk in a business office environment. Microcomputer skill development includes keyboarding, 10-key, and data entry. Techniques for effective office communication and professional success are a part of the program.

Required Courses: 11 credits

Students must earn a grade of “C” or better for each course listed in the Required Courses category.

BPC/OAS111AA Computer Keyboarding I (1) or    OAS101AA Computer Typing I: Keyboard Mastery (1) + OAS101AB Computer Typing I: Letters,Tables & Reports + OAS103AA Computer Typing: Skill Building I + OAS103AB Computer Typing: Skill Building II    OAS108 Business English    OAS118 10-Key By Touch    OCS122 Office Orientation and Essential Skills (3) or    OCS100 Basic Office Skills (1) and    OCS102 Office Career Preparation (1) and    OCS104 Office Communications (1)

1 credits 1 1 1 3 1 3

[Back to top]

Receptionist Certificate / 9 credits

Program Description: This program prepares the student for employment as a receptionist in a business office environment. Skill development includes microcomputer keyboarding and filing; word processing; electronic and traditional mailing methods; and telephone system skills. Techniques for effective office communication and making appropriate office ethical choices are also part of the program.

(+) indicates course prerequisites.

Program Prerequisites: 11 credits

Certificate of Completion in Data Entry Clerk
Note: In lieu of the Data Entry Certificate, students may meet this program prerequisite by demonstrating knowledge and skills equivalent to the following courses through assessment:

BPC/OAS111AA Computer Keyboarding I (1) or    OAS101AA Computer Typing I: Keyboard Mastery (1) or + OAS101AB Computer Typing I: Letters,Tables & Reports + OAS103AA Computer Typing: Skill Building I (1) + OAS103AB Computer Typing: Skill Building II    OAS118 10-Key By Touch and also completing the following courses:    OAS108 Business English    OCS122 Office Orientation and Essential Skills (3) or    OCS100 Basic Office Skills (1) and    OCS102 Office Career Preparation (1) and    OCS104 Office Communications (1)

1 credit 1 1 1 1 3 3

Required Courses: 9 credits

Students must earn a grade of “C” or better for each course listed in the Required Courses category.

BPC106AH MS Outlook: Level I + BPC106BH Microsoft Outlook: Level II    BPC/OAS113 Micro-Alphabetic Indexing    BPC/CIS114AE Excel: Level I + BPC/OAS135DK Word: Level I    GBS131 Business Calculations + OAS101AC Computer Typing I: Production & Manuscript

0.5 credits 0.5 1 1 2 3 1

[Back to top]

General Office Secretary Certificate / 17 credits

Program Description: This program prepares the student for employment as a general office secretary in a business office environment. Skill development includes keyboarding and microcomputer application skills, filing, machine transcription, electronic and traditional mailing methods, and telephone system skills. Techniques for effective office communication and finding and keeping the perfect employee are part of the program.

Required Courses: 17 credits

Students must earn a grade of “C” or better for each course listed in the Required Courses category.

BPC106AH MS Outlook: Level I + BPC106BH Microsoft Outlook: Level II    BPC128 Introduction to Desktop Publishing    BPC/CIS114AE Excel: Level I    BPC/CIS117AM Database Management: Microsoft Access - Level I    BPC/CIS118AB Powerpoint: Level I    BPC/CIS121AE Windows Operating System: Level I    BPC/CIS133AA Internet/Web Development Level I: Module A + BPC/OAS135DK Word: Level I    OAS101AA Computer Typing I: Keyboard Mastery + OAS101AB Computer Typing I: Letters,Tables & Reports    OAS116 Speedwriting For Note Taking    OAS118 10-Key By Touch    OAS120 Financial Record Keeping    OCS100 Basic Office Skills

0.5 credits 0.5 1 1 1 1 1 1 2 1 1 1 1 3 1

[Back to top]

Office Coordinator Certificate / 12-13 credits

Program Description: This program prepares the student for employment as a business office coordinator. Skill development includes accounting theory, computerized accounting, supervision of employees and database applications, desktop publishing.

Program Prerequisites: 16 credits

Certificate of Completion in General Office Secretary 16 credits

16 credits

Required Courses: 12-13 credits

Students must earn a grade of “C” or better for each course listed in the Required Courses category. (+) indicates course prerequisites.

ACC107 Bookkeeping Theory and Practice (4) or    ACC111 Accounting Principles I (3) + ACC115 Computerized Accounting + CIS117BM Database Management: Microsoft Access - Level II    MGT101 Techniques of Supervision    MGT251 Human Relations in Business

3-4 credits 2 1 3 3

[Back to top]

Customer Service Agent Certificate / 21-24 credits

Program Description: This certificate provides students with the solid foundation needed to successfully staff a call center in a customer service environment. Courses include a balance of information about the aspects of user support with an appropriate emphasis on problem solving, interpersonal relations and communication skills in the business area.

(+) indicates course prerequisites.

Program Prerequisites: 4.5 credits

BPC111AA Computer Keyboarding I    BTO162 Call Center: Inbound Customer Service (0.5) or    At least 3 months work experience in a call center environment    (Help desk or inbound customer service, or equivalent) + ENG101 First-Year Composition (3) or + ENG107 First-Year Composition for ESL (3)

1 credits 0.5 3

Required Courses: 15 credits

Students must earn a grade of “C” or better for all courses required within the program.

BPC110 Computer Usage and Applications (3) or    CIS105 Survey of Computer Information Systems (3)    BTO163 Excellence in Service I    BTO166 Professional Selling Over the Phone    GBS205 Legal, Ethical, and Regulatory Issues in Business + GBS233 Business Communication

3 credits 3 3 3 3

Restricted Electives: (6-9 credits)

+ BTO164 Excellence in Service II + BTO167 Call Center Management    BTO168 Sales Skills I + BTO169 Sales Skills II

3 credits 3 3 3

[Back to top]

Course Descriptions

Course Availability: (F) Fall, (S) Spring, (D) Day, (E) Evening, (Su1) Summer 1, (Su2) Summer 2, (O) Occasionally, (+) indicates course prerequisities

Office Automation Systems: BTO, OAS, OCS

Business Technology for the Office (BTO)

BTO104
Etiquette in the Office / .5 credit .5 period
Overview of professional etiquette in the workplace, including specific etiquette skills and practice in their application. Prerequisites: None. (F,S,D,E)

BTO106
Building a Professional Office Image / .5 credit .5 period
Developing and projecting a professional office image in attire, grooming, hygiene, and attitude. Prerequisites: None. (F,S,D,E)

BTO108
Managing the Office Work Flow / .5 credit .5 period
Skills and strategies for efficient work flow management in the office. Prerequisites: None. (F,S,D,E)

BTO112
Rapid Writing and Notetaking / 2 credits 2 periods
Development and application of rapid writing skills for notetaking, messages, and minutes. Prerequisites: None. (F,S,D,E)

BTO114
Office Calculations / 1 credit 1 period
Applying basic calculations to office tasks. Prerequisites: None. (F,S,D,E)

BTO121
Win-Win Office Techniques / .5 credit .5 period
Techniques for assertive skills which are appropriate and beneficial in the office. Prerequisites: None. (F,S,E)

BTO122
Etiquette, Image, Work Flow, and Win-Win Techniques / 2 credits 2 periods
Review and practice of professional etiquette in the workplace; developing and projecting a professional office image; efficient workflow management; and techniques for appropriate and beneficial office assertiveness skills. Prerequisites: None.

BTO124
Office Communication That Works / 1 credit 1 period
Using verbal and nonverbal communication techniques in the office. Appropriate and inappropriate language and topics in the office setting. Prerequisites: None. (F,S,E)

BTO130
Coping with Office Equipment / 1 credit 1 period
Troubleshooting office equipment malfunctions and inadequacies and locating appropriate resources for proper operation and repair. Work space and environment safeguards. Minor maintenance and/or adjustments of machines. Prerequisites: None. (F,S,D,E)

BTO132
Technology for Office Communications / 2 credits 2 periods
Various types of contemporary office communication technology. Includes uses and features of each type as well as demonstrations of their operation. Prerequisites: None. (F,S,D,E)

BTO142
Finding/Keeping Right Office Employees / 1 credit 1 period
Description of writing job descriptions and advertisements for office employment. Interviewing prospective employees. Evaluating work performance. Options for resolution of poor employee performance. Prerequisites: None. (F,S,D,E)

BTO144
Compensation/Benefits for Office Employees / .5 credit .5 period
Description of various required and voluntary benefits provided for office employees. Prerequisites: None. (F,S,D,E)

BTO146
You and Uncle Sam–Employment Regulations for the Office / .5 credit .5 period
Description of federal regulation of discrimination, safety, and labor standards in the business office. Prerequisites: None. (F,S,D,E)

BTO148
Office Ethics and Culture / 2 credits 2 periods
Ethical issues and standards in the office; making ethical choices. Relationships and attitudes in the office. Office politics. Prerequisites: None. (F,S,D,E)

BTO162
Call Center: Inbound Customer Service / .5 credit .5 period
Provides knowledge and skills for effective call handling. Fundamentals and techniques of telephone service. Prerequisites: None.

BTO163
Excellence in Service I / 3 credits 3 periods
Identify customer types and how customer service fundamentals, skills, management and communication are important. Prerequisites: None.

BTO164
Excellence in Service II / 3 credits 3 periods
Assess the effectiveness of service standards, correct possible service problems and recognize customer service barriers. Steps to building a customer service team and choosing the right employees. Understanding customers and the criteria customers use to judge service. Prerequisites: BTO163.

BTO166
Professional Selling Over the Phone / 3 credits 3 periods
Preparation and use of sale aids for writing effective sales proposals. Sale closing techniques including soft-sell approach, positive feedback, and cross selling. Prerequisites: None.

BTO167
Call Center Management / 3 credits 3 periods
Identify vital functions necessary in setting up the call center, scheduling the appropriate staffing levels, and monitoring employees. Knowledge and skills necessary to determine effective employee monitoring, employee performance, and effective communication to employees and executives. Prerequisites: GBS233.

BTO168
Sales Skills I / 3 credits 3 periods
The sales process and understanding client's decision-making practices and common sales terms. Create a sales presentation to influence client perceptions and effectively respond to client needs. Prerequisites: None.

BTO169
Sales Skills II / 3 credits 3 periods
The stages of need and satisfying customers' needs through negotiations. Explore the complexities of sales skills. Prerequisites: BTO168.

[Back to top]

Office Automation Systems (OAS)

OAS101
Computer Typing I: Keyboarding and Formatting / 3 credits 5 periods
Keyboard mastery; letters, tables, and reports; office production; and manuscripts. Prerequisites: None. (F,S,D,E,Su1)

OAS101AA
Computer Typing I: Keyboard Mastery / 1 credit 1.7 periods
Incorporates correct touch typing principles. Prerequisites: None. (F,S,D,E, Su1)

OAS101AB
Computer Typing I: Letters, Tables & Reports / 1 credit 1.7 periods
Letter, table, and report formatting. Prerequisites: OAS101AA or permission of department/division. (F,S,D,E,Su1)

OAS101AC
Computer Typing I: Production & Manuscript / 1 credit 1.7 periods
Simple office projects and manuscripts. Prerequisites: OAS101AB or permission of department/division. (F,S,D,E,Su1)

OAS102
Computer Typing II: Document Production / 3 credits 5 periods
Arrangement of letters, memos, manuscripts, and tabulation; speed/accuracy improvement. Prerequisites: OAS101 or permission of department/division. (F,S,D,E,Su1)

OAS102AA
Computer Typing II: Letters and Memos / 1 credit 1.7 periods
Further develop and refine letter and memo skills; improve speed and accuracy. Prerequisites: OAS101 or permission of department/division. (F,S,D,E,Su1)

OAS102AB
Computer Typing II: Manuscripts / 1 credit 1.7 periods
Further develop and refine manuscript skills. Prerequisites: OAS101 and OAS102AA or permission of department/division. (F,S,D,E,Su1)

OAS102AC
Computer Typing II: Tabulation / 1 credit 1.7 periods
Further develop and refine tabulation skills; improve speed and accuracy. Prerequisites: OAS101 and OAS102AB, or permission of department/division. (F,S,D,E,Su1)

OAS103
Computer Typing: Skill Building / 3 credits 5 periods
Individual progression on speed/accuracy drills. Prerequisites: Ability to touch type 25 words per minute or permission of department/division. (F,S,D,E,Su1,2)

OAS103AA
Computer Typing: Skill Building I / 1 credit 1.7 periods
Individual progression on speed/accuracy drills. Prerequisites: Ability to touch type 25 words per minute or permission of department/division. (F,S,D,E,Su1)

OAS103AB
Computer Typing: Skill Building II / 1 credit 1.7 periods
Progression on speed/accuracy drills. Prerequisites: OAS103AA or permission of department/division. (F,S,D,E,Su1)

OAS103AC
Computer Typing: Skill Building III / 1 credit 1.7 periods
Progression on speed/accuracy drills. Prerequisites: OAS103AB or permission of department/division. (F,S,D,E,Su1,2)

OAS106AA
Basic Machine Transcription: Beginning / 1 credit 1.7 periods
Beginning transcribing techniques with emphasis on punctuation. Prerequisites: (OAS101 or OAS101AC), or permission of department/division. (O)

OAS108
Business English / 3 credits 3 periods
Comprehensive coverage of correct use of English grammar including spelling, punctuation, capitalization, and number style mechanics in a business context. Prerequisites: None. (F,S,D,E)

OAS111AA
Computer Keyboarding I / 1 credit 1.7 periods
Mastery of essential microcomputer keyboarding skills. Emphasis on touch typing of alphabetic and numeric keys and symbols. Prerequisites: None. (F,S,D,E,Su1)

OAS111AB
Computer Keyboarding II / 1 credit 1.7 periods
Further development of microcomputer keyboard speed and accuracy. Emphasis on touch typing with speed and accuracy development of numerals as related to preparation and handling of documents. Prerequisites: BPC/OAS111AA or permission of instructor. (F,S,D,E, Su1)

OAS113
Micro-Alphabetic Indexing / 1 credit 1.7 periods
Mastery of essential microcomputer filing skills. Emphasis on indexing and alphabetizing individual and business names; subject, geographic, and numeric methods; and cross referencing. Prerequisites: None. (F,S,D,E,Su1)

OAS118
10-Key By Touch / 1 credit 1.7 periods
Touch system of numeric keys on ten-key pads. Prerequisites: None. (F,S,D,E,Su1,2)

OAS 119
Basic Data Entry Activities / 1 credit 2 periods
Development of speed and accuracy of data entry skills. Includes vocabulary, keyboard drills, and data entry simulations. Prerequisites: (BPC111AA or OAS111AA or OAS101AA) or permission of instructor, OAS118 suggested but not required. (F,S,D,E)

OAS120
Financial Record Keeping / 3 credits 3 periods
Computerized application of concepts and procedures of office record keeping; includes finance and personnel records, inventory systems, banking procedures and cash control; decision-making process for solving financial problems. Prerequisites: None. (O)

OAS121
Techniques of Proofreading / 1 credit 1 period
Recognition of errors in mechanics, format, and content in any written communication. Prerequisites: ENG101 or OAS108 or permission of instructor. (F,S,D,E,Su1,2)

OAS135DD

WordPerfect: Level I / 2 credits 2 periods
Using WordPerfect software word processing software to create and name files, edit text, format, and print a variety of documents. Prerequisites: The ability to use a keyboard at a minimum of 24 words per minute or permission of instructor. (F,S,D,E,Su1,2)

OAS135DK
Word: Level I / 2 credits 2 periods
Using Word word processing software to create and name files, edit text, format and print a variety of documents. Prerequisites: The ability to use a keyboard at a minimum of 24 words per minute or permission of instructor. (F,S,D,E,Su1,2)

OAS201
Computer Typing III: Advanced Document Production / 3 credits 5 periods
Mastery of skills and techniques used in the production of letter, manuscript, and statistical documents; decision making; business/industry standard emphasized. Prerequisites: OAS102 or minimum typing speed of 50 wpm or permission of department/division. (F,S,D,E)

OAS235DD
WordPerfect: Level II / 2 credits 2 periods
Using WordPerfect word processing software features such as math, columns, macros, styles, graphics, sort, outlines and table of contents. Prerequisites: BPC/OAS135DD or permission of instructor. (F,S,D,E,Su1,2).

OAS235DK
Word: Level II / 2 credits 2 periods
Using Word word processing software features such as math, columns, macros, styles, graphics, sort, outlines, and table of contents. Prerequisites: BPC/OAS135DK or permission of instructor. (F,S,D,E,Su1,2)

OAS236
Office Suites / 3 credits 5 periods
Basic use of an office suites software package; develops skills in using software features such as word processing, spreadsheet, database, presentations, the integration of these features, electronic mail, and scheduling capabilities. Basic computer literacy assumed. Prerequisites: None.

OAS285
Office Automation Support Internship / 1-3 credits 1-3 periods
Office automation support experience in a business or industry. 80 hours of designated work per credit. Maximum of / 3 credits allowed. Prerequisites: Department approval. (F,S,D,E)

OAS 298
Special Projects / 1-3 credits
Organized and tailored around the interests and needs of the individual student. Structured to provide an atmosphere of individualized research and study paralleled by professional expertise and guidance. Professional-type facilities and equipment available for student use. Allows the best aspects of independent study and individualized learning to be combined to maximize student development. Prerequisites: Permission of Program Director or instructor. (O)

[Back to top]

Office Career Success (OCS)

OCS100
Basic Office Skills / 1 credit 2 periods
Develop techniques and workplace skills to achieve professional office etiquette. Broad, basic knowledge and skills necessary for the workplace. Includes knowledge of basic business equipment, office documents and procedures, and telephone etiquette. Develop rapid writing techniques for note taking of messages and minutes. Use appropriate software and computers for office communications. Develop skills to enable efficient workflow management in a business setting. Investigate functionality and protocol of electronic mail systems. Prerequisites: None.

OCS102
Office Career Preparation / 1 credit 2 periods
Identify and investigate career goals and opportunities in the workplace. Generate an individual education plan and a career portfolio to include preparing a resume, cover letter and practicing interview techniques. Review current business attire and associated images in the workplace. Prerequisites: None.

OCS104
Office Communications / 1 credit 2 periods
Plan and develop effective oral communications and written documents using PowerPoint. Identify appropriate and inappropriate language and topics in the business setting. Investigate verbal and non-verbal communication techniques in the office. Investigate basic contents of memorandums, letters and reports. Investigate various communication devices including fax, network systems and machines. Prerequisites: None.

OCS122
Office Orientation and Essential Skills / 3 credits 6 periods
Develops a comprehensive understanding of essential workplace skills and reinforces learning with structured hands-on practices. Includes fundamental knowledge of office etiquette, note taking, protocol of electronic mail systems, and preparation of oral and written presentations. Identifies individual career opportunities to include preparing a resume and practicing interview techniques. Prerequisites: None. Note: This course is designed for indiviuals interested in advanced clerical studies.

OCS156AA Admin Office Coordinator Internship / 1 credit
OCS156AB Admin Office Coordinator Internship / 2 credits
OCS156AC Admin Office Coordinator Internship / 3 credits
Administrative coordinator work experience in a business office. 80 hours of designated work per credit. Maximum of / 3 credits allowed. Prerequisites: Departmental approval.

[Back to top]