Assignment 2: Organizational Structure
James G. Ziegler, Ph.D.
HRM 500 Human Resource Management Foundations
February 16, 2014
In this paper, I will analyze the elements of a job analysis and discuss its significance to the hiring and employee development aspects of human resource management. I will describe the importance of a PAQ, proposing two ways the results can be used to redesign a customer service job for efficiency. I will develop two strategies that HR professionals can in the selection for a customer service position using a Fleishman Job Analysis System. I will examine the challenges for designing this job for efficiency and suggest two ways to redesign it. Finally, I will propose three ways a HR …show more content…
As processes change the need for some abilities change as things may become automated, therefore job responsibilities change. “Kannisto adds, “With the compliance environment and legal implications, the stakes are a lot higher for job descriptions to be crystal clear with essential responsibilities. If you have a measure of performance that doesn’t appear on the job description and you have a case brought against you, depending on the agency [involved], there could be punishment,” he explains (Tyler, 2013).”
When considering the job of a customer service representative (CSR) who handles consumer inquiries for a company that sells items online and by catalog, a few challenges of designing this job for efficiency, come to mind. The first challenge that comes to mind is monotony. Over time, employees will be bored of doing the same job over and over. Even more so if the job is divided into departments, such as sales, returns and customer service, employees will lose interest. A suggestion for redesigning the customer service representative position is job enlargement. Employees might find the job more engaging if all the calls came through on department. We could cross-train employees to be able to handle all the calls that come through the queue. Another suggestion is job rotation. Maybe every week, we could rotate the tasks. We could also make some customer services responses automated for customers. So if a customer wanted to check