OL 620 Module 4 case study

Case

Internal Consistency at Customers First

Go to the Assignments section of MyLab for an additional

Supplemental Case.

After 3 months in her new role as Director of Human Resources

(HR) at Customers First, Deborah Ketson feels confident she has

identified the significant HR issues at the company. She has

prioritized the issues and is meeting with company president Joan

Bates to make her recommendations. Deborah is prepared to

discuss her top priority, which is to conduct an organization-wide

job analysis and job evaluation project in order to start building a

more internally consistent pay structure.

Customers First is a company that provides customer service for

other companies. Small-to-medium-sized companies outsource

their customer service function to Customers First, which manages

all customer service for their clients through a call center and also

via an online customer service center. The company works with a

diverse group of clients ranging from small retail stores to larger

online retailers. Customers First has grown quickly in the 5 years

since Joan started the company, and now employs more than 150

customer service representatives (CSRs) and other support staff.

6: Building Internally Consistent Comp… AK

Table Of Contents

Contents Bookmarks Recent

Chapter 6 Introduction: Building Internally Consistent

Compensation Systems

6.1: Internal Consistency

6.2: Job Analysis

6.3: Job Evaluation

6.4: Job Evaluation Techniques

6.5: Internally Consistent Compensation Systems and

Competitive Strategy

Summary

Key Terms

Discussion Questions

CASE: Internal Consistency at Customers First

CRUNCH THE NUMBERS! Modifying a Job Evaluation

Worksheet

7: Building Market-Competitive Compensation Systems

8: Building Pay Structures that Recognize Employee