In job analysis, the manager in charge seeks to identify the tasks performed under a certain job and the requirements necessary to perform the job. The analysis follows to main approaches that are; the worker-oriented approach and the job-oriented approach. Under the job-oriented approach, focus is put on specific tasks and level of productivity that required for a certain job. The worker-oriented approach focuses on the behavioral aspect of the workers. From his two main approaches, there crops several approaches that are geared to establish the proper job description and job specification. The analysis should be cost effective and save on time and provide information necessary to correct the shortcomings associated with a given job post (Kleynhans, 2006).
The approach is meant to find out the reason for the inadequacy in the Customer Service department. The use of diaries is one of the approaches under job-oriented analysis. Workers are required to fill out diaries at specified times of their work shift as directed by the manager. This provides the manager with the information specific to the activities linked to the job. The recording takes period over a period of four weeks then the information is used to tell tasks undertaken. Diaries act as reminders to incidents that would have been forgotten and reduce the anxiety caused by being monitored (Kleynhans, 2006).
The other analysis to use is the functional job analysis. This approach is employed to describe the nature of the job and outline the interactions with the job description. Jobs are analyzed using three main domains namely; data, people and things. This approach is time consuming however it give a clear work structure pertaining a certain job. Employees could also be interviewed about the customer service representative jobs. After an employee describes her duties, the supervisor provide additional information to check for accuracy of the information obtained from the interview.
Approaches to job design
The information obtained from job analysis provides insight on the variables of a job. The conduct of workers determines the approach to be take in job design in a manner that ensures efficiency. The work environment should increase productivity of the stuff under minimum qualifications. The job should also promote the welfare of the staff involved. This is done by having favorable working conditions that cause minimal strain to the workers. There should be conducive working hours that enable the workers deliver services sufficiently and per the set standards. The approaches used in the job design should give a sustainable work model that can deliver on a growing scale of business.
Mechanistic approach
The mechanistic approach to job design focuses having work done quickly and effectively (Kleynhans, 2006). The nature of the job is usually simple and easy to adapt to eliminate employee dependence. The employee is involved in a small section of the entire process that does not call for specialized skills to operate. This approach makes it easy to replace workers which enhance sustainability because there are hardly voids left in labor. The job activities are also mundane which make the employees operate like machines. The job processes are static and the employees are not engaged in any creative process. The manner of conduct makes the approach mechanistic.
A customer care representative job deals with addressing various concerns of customers concerning the firm. Customers raise issues that range from feedback to issues experienced during transactions. The representative's knowledge should be common and flexible since the nature of the problems addressed is not unique. The representative should be able to communicate clearly with the customers and is familiar with the common issues raised. Since each representative is equipped with the general procedure of handling customers, the absence of one does not affect the service offered to the customers. The customers are also not expected to request for a specific representative because they all offer similar services. However, there are times when the customer care representatives need to raise tickets with the company's technical staff. Such an instance could be a challenge to fresh employees. A customer might also report an issue that has never been experienced before which may require them to seek further assistance. This slows down the service time, affecting efficiency.
The mechanistic approach fast tracks the operations of the customer service representatives as it is the main objective. There is an increased customer satisfaction since the delay time waiting for service is reduced. The simplified job processes make the work independent a factor that helps to shield it labor crisis. There is also less time spent in training and makes employ replacement easy. However, despite the non-dependence on a particular employee, a replacement could be costly and might take time. There is also low job satisfaction and motivation associated with this approach. This approach would over time, lead to a decline in performance as a result of attitude change. The redundant nature of the job also affects its value and make it unattractive to job seekers and leads to employee turnover.
Perceptual-motor approach
Humans are limited in the capacity to process new information. The perceptual approach looks at the mental capability and limitations of humans. There is a limit onto how much information a person can process and manage to respond to it rationally. The focus of this approach is to have a job that does not stretch on this capability. The work conditions put in this approach allow the least capable individual to cope with the environment. The information processed should be just enough for the employee to continue serving without loss of quality. The activities undertaken involve few precise steps often repeated and without additional information (Kleynhans, 2006).
The variables that determine quality service delivery are few. Representative are often required to identify the company to the client and have a set of solutions for expected issues. Their work does not expect them to be making decisions on behalf of the company but rather act on the information gathered to improve their service delivery. This setting enables the representative serve for long hours providing efficient and relevant solutions to customers. Customers might be unable to express the issue they are experiencing clearly. The lack of clarity complicates the situation for the representative who give a solution to a new problem. In such a case, there should be a format of offering help where various issues are grouped into categories. This way the representatives can refer to solutions easily and also have a simpler way to place a new problem. The various elements used in the system to assist customers should remain consistent to ease navigation and use by the representatives.
Using the perceptual-motor approach in job design gives several benefits. It enables employees to focus their roles and give assistance faster since they are familiar with the job processes. The use of this approach reduces errors by the employees and helps reduce time spent on training of new employees. The approach also allows for the use of system generated assistance. Computers are fed with the information on the solutions often offered and specific instructions to get the assistance. This way, customers still get assistance even when all the representatives are busy. The problem with the redundant job procedures is the inability for the staff to grow. There lacks new challenges and thus deprives their services the quality of spontaneity. The approach often results in low job satisfaction among the employees and low motivation.
Criteria for applicant selection
The staffing process entails for intensive screening of the applicants knowledge, skills and abilities. From the job analysis, a detailed job description is obtained that outlines the competencies required for a particular job post. These competencies should also conform to the job design approaches to create a conducive work environment. In the job design, the main objective is usually employed retention and increasing motivation. The design approaches, also aid to improve employee performance and job satisfaction. The design also gives the guidelines to work with in evaluating the qualifications of applicants to a job so as to have the applicants with the best set. To make the recruitment process effective and far-reaching, it should follow external and traditional approach.
The key to a successful recruitment is providing sufficient information to the applicants (Catano, 2009). This information helps them in making the right career choices and help them establish whether they meet the minimum requirements for the job. When advertising the post for the representatives, the organization should highlight the academic level, abilities of the applicants and the procedures to follow while applying. The applicants should also be informed about when to expect shortlisting so that they are not kept waiting indefinitely for selection. The organization should also specify on the particular roles that are executed in the job post. This information would encourage individuals with experience in the field to apply giving the organization an option for minimized training costs. The organization should go further to specify the number of application positions available to aid the applicants gauge their opportunities. In addition to having all the necessary requirements for the job, there should be contact information in case an applicant would like to make further inquiries.
The other concern is how to select the best candidate for the job. Most of the applications made are based on the minimum requirements. The first step in the selection is to have those who meet all the minimum requirements. This helps the task force involved in narrowing down to the required number of recruits. The organization then informs those who qualify past this process so that they remain prepared. The process then proceeds to further evaluation the applications to identify those who bear extra skills of value to the job. This values could be such as past job experience. The applicants should also be examined to find out whether they are ready to comply with the stipulated terms of employment. The process should be based on validity in that the certain skill set called for is used to measure performance in the real work setting. Additional information about the applicant is better tested during sit in interviews to ensure that they possess the skills that they profess in their applications (Schermerhorn, 2011).
Performance measurement
A job analysis provides performance standards that are used to compare employees' performance against. The employees' performance is gauged to allow for classification and reclassification of positions. Their skills, personality and abilities required to improve job performance are examined. Based on the employees' duties and tasks, the employees are appraised on their performance according to the set performance objectives and the standards derived from the job description of a particular job position (Tapamoy, 2008). The appraisal provides information about the employee's abilities and skills. This information helps management in making informed decisions about the employees regarding how fit they are for the job.
There exist sets of both traditional and modern methods of performance analysis evaluation. One way to appraise is through a method referred as Behaviorally Anchored Rating Scales. This is a modern method where performance is evaluated using critical employee behavior. A scale of certain behaviors used as anchor points is applied to establish performance effectiveness. One source of information for this method would be customer feedback, where customers are requested to rate the quality of the service received on a certain numerical scale that could range from 1 to 7 (Deb, 2006).
The other method suitable for performance measurement is the grading method. It is a traditional method of appraisal where grades of performance are used. The grades are such as excellent and poor. Employees are placed on these grades depending on their performance. The final method for appraisal would be using graphical scale method. In this method, various factors are used to evaluate performance such as attentiveness, analytical skills and quality of work (Deb, 2006).
References
Catano, V. (2009). Recruitment and selection in Canada. Toronto: Nelson Education.
Deb, T. (2006). Strategic approach to human resource management. New Delhi: Atlantic.
Kleynhans, R. (2006). Human resource management. Cape Town, South Africa: Pearson/Prentice Hall South Africa.
Schermerhorn, J. (2011). Introduction to management. Hoboken, N.J.: Wiley.
Tapamoy, D. (2008). Performance appraisal and management.
Ryan Tr
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