Customers First is a company that provides customer service for other companies. Small-to-medium-sized companies outsource their customer service function to Customers Firsts, which manages all customer service for their clients through a call center and also via an online customer service center. Customers First has grown quickly in the 5 years since the company president, started the company and now employs more than 150 customer service representatives and other support staff (Martocchio, 2016, p. 144). The Director of Human Resources identified significant HR issues in the areas of job analysis, job evaluation and current compensation structures. Job Analysis and Job Evaluation are the two important functions of Human Resource Management to know the characteristics of a particular position. Both the tasks are performed by an expert, to provide pertinent information about the two. Job Analysis is a process which determines job requirements while Job Evaluation ascertains the value of a job in relation to other jobs. Job Analysis is performed with an objective of obtaining relevant facts and details related to the job. Job Evaluation aims at systematically assessing the various job, in order to identify their respective worth in the organization (Surbhi, 2017).
Benefits of Job Analysis and Job Evaluation
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A job analysis can be helpful in planning a workforce, strategic future needs and filling key roles (“Why Is Job Analysis Important?” 2016). In addition to the job analysis, the job evaluation is important because it may address some of the concern inequities, which may impede turnover amongst some of the staff particularly for females, considering the lowest paid CSRs are primarily female, while the highest paid includes all male employees (Martocchio, 2016, p.
The primary reason an organization will perform a job analysis is to ensure the selection procedures they use to choose between job applicants are valid and defensible per (AUTOGOJA, n.d.), in addition to the following: Workforce planning -An effective job analysis can work in tandem with an organization’s future-casting. By identifying the duties and KSAPCs for various job titles, HR professionals can match the needs of their organization with the talent of their current and future workforce. Succession planning - A strategy of workforce planning, HR professionals can use job analysis results to help fill key roles within their organization, now and in the future. Training - By basing training procedures on the findings of a job analysis,
The students are required to recognize the rate of staff turnover in their working environment and building up contributing elements, which are key parts of workforce organising/arrangement. The students are required to examine the size, development, age, sex and other essential elements such as the employment patterns of both your organisation and the labour market, which supplies our organisation, to support us refine and develop a target demographic. This guarantees enlistment coordinated the association’s vital workforce arrangements.
Firstly, Job Analysis selecting a suitable job analysis method depends on the structure of the organization, hierarchical levels, nature of job and responsibilities and duties involved in it. It involves collecting and recording job information, checking the job information accuracy using this information to determine their skills and abilities (Hrwale, 2011). The job description is basically an outline of how
In order to gain the utmost from educational pursuits, a person must be able to assess his or her skills, interests, personality, and work values to determine which career field will be suitable. All of these attributes are important in discovering the best fit for a career that will provide the most job satisfaction. A person should utilize career evaluation tools to objectively evaluate his or her skills and attributes in order to determine the occupation that will work the best. The key to a successful a successful career is integrating an individual’s skills, education, personality, and work values with the intention of discovering the best field of work for that individual.
Whereas the human resource inventory is concerned with telling management what individual employees can do, Job Analysis is more fundamental. It defines the jobs within the organization and the behaviors that are necessary to perform the job. It is essential and pervasive human resource technique. The purpose of job analysis is to obtain answers to six important questions:
When I arrived at the career fair, I was a little overwhelmed at first. There were so many different options to choose from and I was unsure as to where to start. This was my first ever career fair so I truly wasn’t sure what to expect. After looking around for a few moments, I noticed straight ahead was a table for AAA. I was very happy to realize that the recruiter was one of my former co-workers, Nick. Nick and I talked for a few minutes and he explained the positions that were currently available at AAA. I don’t have any background experience for either of the positions that were open but I am very much interested in the internship opportunity that is available. Nick explained that they will be looking for a travel agent intern and I do
In most organizations today, job responsibilities and duties continually evolve to meet both internal and external challenges. Recessionary economic times have forced organizations to restructure, downsize, and re-engineer causing change in the way jobs are performed. In these types of situations, work processes are affected which could lead to performance issues. Fewer people available to do more work impacts what work gets completed and how it gets completed. Consequently, these performance gaps may lead to work redesign. A work analysis needs to be conducted to determine the main duties and responsibilities indicating - what work is done, how it is done, and why it is done. It should provide a thorough investigation and breakdown of a job, task, or content that can assist us in deciding whether training is warranted and what kind of training is required.
Such characteristics and traits included knowledge, skills, ability, or any other positive characteristics. For example, if you wants to be an accountant, the firm might require you to know how to use 10-keys adding machine or keyboard. Job specifications refer to experience or minimum qualification needed in order for an applicant to be hired for the job. For example, a college degree in engineering or 6 months of experience as a cashier. These specification can be used to inform job applicants and staff in charge of recruiting the applicants about the standards that the applicants must have in other to be selected for the
Job analysis helps determined selection criterion that is both legal and practical for the selection process. This process also aids in identifying and detailing competencies needed to perform the job as well as any gaps that exist between those competencies and incumbent performance, this is crucial information for training and development. The identifying of concrete standards and cataloging evaluation criteria is another use for job analysis, this can potentially aid with employee appraisals. Lastly, job analysis is critical in making reasonable accommodations for those individuals who are disabled and in the redesigning jobs
The chosen job to undertake job analysis process for the James Hotel is front desk and the reason for choosing this job is because, front desk is the first place customers come to ask for information to inquire and it plays an important role for the organisation. First impression of the hotel is given through the service provided to customers, when they enter into the hotel and proceed to the front desk. (HRM, 2016)
According to our textbook Human Resource Management (HRM) is the policies, practices, and systems that influence employees’ behavior, attitudes, and performance. “The human resources management process involves planning for, attracting, developing, and retaining employees as the HRM planning provides the rights kinds of people, in the right quantity, with the right skills, at the right time (Lussier, 2012, p. 240).” According to our textbook the typical responsibilities of the Human Resources department fall into three categories, and they are administrative services and transaction, which handle hiring employees. The second involves business partner services that focus on attracting, evolving, retaining employees by having a clear understanding
Human Resource management has a high impact on the overall organization being managed. HR management makes certain that human talent is used successfully and resourcefully to accomplish organizational goals. As an organization core competency, human resources has distinctive competencies that generates high value and sets apart an organization from competitors in areas such as productivity, quality and service, employee skills, and innovative changes. HR management activities can be grouped into categories which include strategic HR management; equal employment opportunity; staffing and talent management; compensation and benefits; and employee and industry relations. This paper will discuss some of these HR functions and the role Human Resources has at the company Zappos.com.
To achieve equilibrium, H&M encourages open communication and employee engagement within the company to satisfy both goal and needs. They came up with an “open book principle” granting every employee the right to express their thoughts on work related issues directly with management. They, too, reinforce the Human Resource Management system by having performance appraisal, a method to evaluate job performance. H&M has done it by using the method of providing feedback as they believe in learning through their own mistakes. Besides, to ensure workers’ work-life balance, the company strongly discourage overtime work and endorse flexible working hours. Everyone in the company is given the opportunity to schedule around their personal and working responsibility. The company also provide comprehensive fringe benefits for their worker which includes staff discounts, incentive bonuses, maternity leave and many more. This is because the Human Resources in H&M emphasise more on job satisfaction rather than title or pay structure. Analysis indicates that H&M has incorporated job enlargement into their business whereby they increase task variety by combining two or more task for more experience working. However, the volume of task to be done is too gruelling for employees causing their company to be listed as one of the highest employee turnover and lowest labour morale in 2008. This shows they have poor job
Every organization should ask itself, “How do customers see us?” Most organizations mention their dedication to serving their customers in their mission statement. The balanced scorecard, through the customer perspective, requires management to break down their general mission statement on customer service into four specific measures: time, quality, performance and service, and cost (Kaplan and Norton January/February 1992, 72-74). “Customers must believe that, when a product or service is purchased, the value received was worth the price paid” (Kinney and ...
Clifford, J. P. (1994). Job Analysis: Why do it, and how should it be done? Public Personnel Management. Volume 23. Pp. 321-340.