THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON SECRETARIAL PERFORMANCE. A CASE STUDY OF NESTLE NIGERIA PLC

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THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON SECRETARIAL PERFORMANCE. A CASE STUDY OF NESTLE NIGERIA PLC

CHAPTER ONE:

INTRODUCTION

1.1 Background of the Study

The advent of Information and Communication Technology (ICT) has revolutionized the way businesses operate across various sectors. ICT encompasses a wide range of technologies that facilitate the creation, storage, retrieval, and dissemination of information. In the context of secretarial work, ICT tools such as word processors, spreadsheets, email, and video conferencing have significantly enhanced the efficiency and effectiveness of secretarial functions. The integration of ICT into secretarial roles has led to the automation of routine tasks, improved accuracy in documentation, and enhanced communication within and outside the organization.

Nestle Nigeria PLC, a subsidiary of the global food and beverage company Nestle S.A., is a leading player in Nigeria’s consumer goods industry. As a large organization, Nestle Nigeria PLC has embraced ICT to streamline its operations, including its secretarial and administrative functions. Secretaries at Nestle are expected to manage a wide array of responsibilities, from handling correspondence and scheduling meetings to maintaining records and facilitating communication between departments. The use of ICT has become integral to their daily tasks, and understanding its impact on their performance is essential for optimizing administrative efficiency and effectiveness.

In the contemporary business landscape, Information and Communication Technology (ICT) plays a pivotal role in enhancing organizational efficiency and effectiveness. ICT encompasses a wide array of digital tools and resources used to create, manage, store, and communicate information. The integration of ICT into business operations has transformed various functional areas, including secretarial and administrative services. Secretaries, who are crucial to the smooth functioning of organizational activities, now rely heavily on ICT for tasks such as document management, scheduling, communication, and data handling.

Nestle Nigeria PLC, a subsidiary of the global food and beverage leader Nestle S.A., is a prominent player in Nigeria’s consumer goods industry. The company has consistently adopted advanced ICT solutions to support its diverse operations, including those in the secretarial domain. Secretaries at Nestle Nigeria PLC are expected to perform a range of duties that require proficiency in ICT, such as managing digital documents, coordinating virtual meetings, and maintaining electronic records. The use of ICT not only streamlines these processes but also enhances the overall performance of secretarial functions by reducing errors and saving time.

1.2 Statement of the Problem

While the benefits of ICT in enhancing secretarial performance are widely acknowledged, the extent of its impact within specific organizational contexts, such as Nestle Nigeria PLC, remains underexplored. There is a need to assess how effectively ICT tools are being utilized by secretaries and the challenges they face in adopting these technologies. Issues such as inadequate training, resistance to change, and technological obsolescence can hinder the full potential of ICT in improving secretarial performance. Additionally, the rapid pace of technological advancement requires continuous adaptation and upskilling, which may not be uniformly addressed across all secretarial roles.

This study aims to investigate the impact of ICT on secretarial performance at Nestle Nigeria PLC, identifying the benefits, challenges, and areas for improvement. By examining the current state of ICT utilization and its effects on secretarial functions, the study seeks to provide insights into enhancing the efficiency and productivity of secretarial staff through technology.

1.3 Objectives of the Study

The primary objectives of this study are:

To evaluate the current use of ICT tools and technologies by secretaries at Nestle Nigeria PLC.

To assess the impact of ICT on the efficiency and productivity of secretarial tasks.

To identify the challenges faced by secretaries in adopting and utilizing ICT in their roles.

To propose recommendations for optimizing ICT usage to enhance secretarial performance.

1.4 Research Questions

To achieve the objectives, the study seeks to answer the following research questions:

What ICT tools and technologies are currently used by secretaries at Nestle Nigeria PLC?

How has the adoption of ICT impacted the efficiency and productivity of secretarial tasks?

What challenges do secretaries face in adopting and utilizing ICT in their roles?

What strategies can be implemented to optimize ICT usage and enhance secretarial performance?

1.5 Significance of the Study

This study holds significant relevance for several stakeholders:

Management of Nestle Nigeria PLC: The findings will provide insights into the effectiveness of current ICT investments in secretarial functions and highlight areas for improvement.

Secretarial Staff: The study will help identify training and development needs, ensuring that secretaries are well-equipped to leverage ICT tools in their roles.

ICT Professionals and Vendors: Understanding the specific needs and challenges of secretarial staff can guide the development of targeted solutions and support services.

Academic Community: The research will contribute to the body of knowledge on the impact of ICT on administrative functions, particularly in the context of large organizations in emerging markets.

1.6 Scope of the Study

The study focuses on the secretarial staff at Nestle Nigeria PLC, examining their use of ICT tools and technologies in their daily tasks. It encompasses an assessment of current ICT utilization, its impact on performance, and the challenges faced by secretaries. The study is limited to the secretarial department of Nestle Nigeria PLC, providing a specific case study within the broader context of ICT adoption in administrative functions.

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