Organisational Structure Assignment

Organizational Structure Abstract In this paper, I will examine at three approaches that one can take as the HR manager to conduct a job analysis of the Customer Service Representative position. I will mention the pros and cons of each selected approach. Then I will mention the two most important approaches and the challenges that come along with it. I will then mention two strategies that the organization can implement to attract and select qualified applicants for the position. Lastly, I will propose ways that one can use the information obtained from a job analysis to measure the performance of particular position. Examine at least three (3) approaches that you can take as the HR manager to conduct a job analysis of the Customer Service Representative position. Suggest the major pros and cons of each selected approach. Recommend the approach that would be most effective in conducting the job analysis for this organization. Justify your recommendation. As a HR professional ways to create a job description, develop a selection process, develop a training program and create the performance appraisal would be to identify major duties and responsibilities, analyze necessary skills, competencies and workplace knowledge as well as education and training requirements. Three approaches of conducting these procedures of a job analysis would be task through observation, interviews and questionnaires. Observation is a method generally used by managers or job analyst. Observation simply consists of a manager observing another individual conducting the job. While observing, the manager or job analysts takes detailed notes on what is done as far as tasks and duties is concerned (Duminica, 2012). Although observation may be suitable for most positions, it may not be the best method for non-repetitive jobs. Observations can be on going and if a job is not repetitive, it may be difficult to get full, detailed notes on the position. The interview method is simply conducting interviews with employees who perform the job. Most times, the employee and the supervisor are interviewed to get a better understanding of the position being analyzed. However, there are times where numerous people have to be interviewed due to a position being team based. This is when the interview method may become difficult because it can become very time consuming. Questionnaires are the most popular method used when conducting a job analysis. Surveys are sent out to employees and management to complete so that the job analyst can get details and answers on the specifications of the job. The good thing about conducting questionnaires is that, it can be done effortlessly on a large group while gaining a significant amount of information. This will give the job analyst more than enough data to conduct the job analysis. The approach that would be the most effective in conducting the job analysis for this organization would be the interview method. This would be the best method because there are not a lot of people that work for this organization. So a job analyst would have the opportunity to have more time to focus on and interview the employee. This way, the job analyst will be able to get all of the information necessary for the job. Select two (2) out of the four (4) approaches to job design that are the most important for you to consider. Suggest two (2) challenges that you may encounter when designing a job using each of the selected approaches. Support your response with specific examples to illustrate the potential advantages and disadvantages of using each approach. The two most important approaches to job design for this organization would be the Human Approach and Job Characteristics Approach. The human approach is based on the importance of the people and the employees. The human approach is more focused on the individual’s need for recognition, respect, growth and responsibility (MSG, 2013). The human approach has motivating factors such as achievement and work nature that will motivate employees to work harder. Two challenges that one may encounter when designing a job using the human approach would be diversity and autonomy. It is important that diversity is expressed through the job as a lack of it can contribute to monotonous which leads to reduction in productivity. For instance, management should be open to different ideas so that employees can use their creativity to better company products and services. As far as autonomy, employees should not work in a confined environment but rather one that is open and outgoing that would increase creativity. Companies should include team building exercises so employees can step outside of the box to work together and build better ideas for the company. The job characteristics approach is mainly based on job satisfaction and rewards. When employees reach goals and are productive, they get rewarded for their achievement (MSG, 2013). As far a job characteristics approach is concerned, dimensions that can be used to describe a job would be skill variety, task identity, task significance, autonomy, and feedback. Two challenges to this approach would be lack of employee wants and techno stress. This approach is focused on the job itself. If the employee doesn’t feel valued, they will not be motivated to perform their best. For example, if managers are always pounding employees about reaching certain numbers to better the business, employees may feel as though they are not valued personally. Also, employees may always feel pressured if they are constantly being monitored which is where techno stress comes into play. This may become a problem with teleworking for instance. If employees are constantly monitored while working from home, they may feel as though they do not have trust from their employers. Using the four (4) approaches to job design, create two (2) strategies that the organization can implement to attract and select qualified applicants for the Customer Service Representative position. Justify the main reasons that the selected strategies would be effective. Two strategies that the organization can implement to attract and select qualified applicants for the Customer Service Representative position would be to specify job details and employee assistance. Specifications should be mentioned, such as duties and responsibilities and skills required as well as the need for candidates with personal goals and growth while providing personal benefits for their employees such health insurance and retirement plans (UCR, 2014). This would be the perfect combination for this position because it will allow the employee to focus on the job at hand while also making sure that their need are met and they are advancing within the company. This will provide first impressions for potential candidates and will only attract individuals who feel they may fit the job description. Propose three (3) ways that you can use the information obtained from a job analysis to measure the performance of Customer Service Representatives. Provide a rationale for your response. Three ways that you can use the information obtained from a job analysis to measure the performance of the position is by conducting a job analysis based performance appraisals and focusing on tasks, behavior, results. Based on the job analysis, employees should be performing certain tasks and responsibilities to conduct their job. Based on what they are actually producing and what the job analysis mentions, this will give you a good idea if the employee is doing what they should be doing. This then leads to the behavior of the employee. Based on the job analysis the work environment should be a high proficient work environment and employees behaviors will react off of these factors (Dale Dwyer, 2010). Finally, the results are self-explanatory. According to the job analysis, employees should be performing to certain levels and executing specific duties. This will help in appraising the employee and ensuring that all responsibilities are being met. References Dale Dwyer, 2010. “HR Knowledge: Job Analysis-Based Performance Appraisals” Retrieved on November 15, 2014 from: https://www.slideshare.net/shrmindia/hr-knowledge-job-analysisbased-performance-appraisals-shrm-india Duminca, 2010. “JOB ANALYSIS METHODS” Retrieved on November 15, 2014 from: https://bloghresources.blogspot.com/2010/02/job-analysis-methods.html MSG, 2013. “Job Analysis & Design” Retrieved on November 15, 2014 from: https://www.managementstudyguide.com/factors-affecting-job-design.htm UCR, 2014. “Recruitment & Selection Hiring Process” Retrieved on November 15, 2014 from: https://hr.ucr.edu/recruitment/guidelines/process.html 1

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