JOB
ANALYSIS AND ITS IMPORTANCE IN ORGANIZATIONS
HRM
500
1. Job
analysis is a complete and comprehensive study of jobs. It refers to a methodical
and efficient analysis of a job in order to obtain all pertinent facts about
the job. It can be defined as the process of determining by observation and
study the tasks, which includes the diverse parameters related to the job, the
methods and equipment used, and the skill and attitude required for successful
performance of the job. In short, we can say that it is the process of
describing or recording the various aspects of
a job that helps further in identifying and placing the right person to
the right job for the achieving the targets of the organizations. The three
elements of the job analysis are as following –
·
Job
Description – It is a useful and written record of the
correct and authorized contents of a job. Job description describes what is to
be done, how it is to be done and why. Job description is an important document
as it helps to identify the job and gives the clear idea about what the job is.
It is descriptive in nature and defines the purpose and scope of a job. There
are five main components of job description - (1) Job Title (2) Job Summary (3)
Job duties and responsibilities (4) Working conditions (5) Machines, tools and
equipment. It defines the demand of the job or we can say that what is expected
to perform on a particular job.
·
Job
Specification - It is an account of the minimum
acceptable human qualities required for the proper performance of a job. It is
a written record of the physical, mental, social, psychological and behavioral
characteristics which a person should possess in order to perform the job
effectively. All the traits that are required for a particular position are
divided in three categories – (1) Critical attributes which a person must
possess, (2) Desirable attributes which a person ought to possess, (3) Contra –
indicators which will become a handicap to successful job performance.
·
Job
Context- It includes the different types of the factors of a
job like its physical conditions, location, physical and social environment and
what type of supervision is required for the job etc. It includes the
environment of a job in which a job needs to get done.
Significance – There
is no doubt that all the elements of the job analysis play a very significance
role in hiring, selection and the development of the employees. As according to
Brannick, Levine & Morgeson (2007),
Human Resource Specialist examine a job for various reasons like employees
hiring, training, supervision and appraisal, and/or establishing fair
compensation rates. Job vacancy is advertised on the basis of job description
and job specification. Job analysis provides a good understanding to the
perspective candidates about what is the job in actually and what is the
expectation of the organization from the employees to perform a particular job.
Such understanding serves as the basis for making the meaningful forecast of
job performance. Selection methods are also prepared on the basis of such
forecasts. Besides that, job analysis provides valuable information in details
for identifying the training needs, contents for its preparation and the bases
for its evaluation. Besides that, the various employees’ development programs
like job rotation, job enlargement, and job enrichment are based on analysis of
job requirements. Therefore we can say that job analysis play a very important
role in organization. In fact, we can say that it is very difficult to execute
other function of the business without having a proper job analysis.
2.
A Position Analysis Questionnaire
is a well-known instrument that is used in job analysis. Actually, this is one
type of questionnaire which is filled by the employees who are holding a
particular position in the organization. The employees describe their duties
and responsibilities in detail. This model is developed by McCormick, Jeanneret
and Mecham in 1972. The main objective
of this questionnaire is to measure the job characteristics and its relation to
the human characteristics. A standard form of this questionnaire consists of
195 elements which help in finding the general characteristics of a particular
position and required skills of the human to full fill that job effectively and
efficiently. There is no doubt that Position Analyst Questionnaire plays a very
important role in designing and analyzing a job in details. The main advantages
of having and implementing of this questionnaire are as following –
·
This is a standardized format of
questionnaire that is easy to apply and measure.
·
It can be applied to the various numbers
of jobs.
·
Data collection and computer analysis of
this method are very easy.
·
The collected data from this approach
help in developing or revising the position description.
·
It further helps in evaluating the
position for appropriate classification.
·
We can yield the results very faster
through this questionnaire as compare to any other method.
·
Results are very reliable and valid.
·
The Taxonomic approach of this method is
very effective in making the comparison of the other jobs relatively.
There
is no doubt that the customer service job is very important and critical
position because the representatives have to communicate with the customers
directly and their service defines their further relationship with them. It can
be positive or negative depends upon the situation. But the results of PAQ can
be beneficial in designing the specification and description of the job to make
it more effective and efficient. First of all, it is important for HR manager
to write down all the behavioral and technical requirement of the job and it is
important to hire the right person for this job. Specially, he should possess
all the behavioral qualities to perform a particular customer service job.
Secondly, the results of PAQ can help the HR department in identifying the gap
between the existing and expected skills, qualities and knowledge of a current
person and it can be improved by providing proper training. These two ways
definitely help in placing the competent person and making the existing person
as according to the job.
3.
Fleishman Job Analysis method is
based on work-oriented approach. The Fleishman Job Analysis System is known as
F-JAS which is developed by Edwin A. Fleishman. This method describes the jobs
and tasks in terms of abilities, skill, knowledge and social-interpersonal
attributes. This method is presented after extensive research and this is the
reason that it is recognized as the multi-rater approach for job analysis. It
provides the information which is sound scientifically, logically and legally
also. It helps in taking the wise decision in selecting the right personnel as
according to the requirement of the job. This method is consists of 73
different scales which helps in measuring the capacities and abilities of a
person in three important domain – cognitive, psychomotor and physical. F-JAS
provides a system through which attributes of the individual can be compared
with the requirement of the job.
All
of us are very well-aware that customer service position is very critical and
important position in the organization and it is very important to place a
right person on the right job. Otherwise, it affects the business badly. So in
the case of hiring and selecting the personnel for the position of customer
service, it is important that a qualified person should gain high in above
defined three areas of characteristics. So Human Resources Department can hire
the customer service candidates on the basis of following strategies-
·
It is very important to take face to
face interview with written test and situation test of the perspective
candidate for the position of customer service. It will help in analyzing its
physical attributes through face to face interview and written test and
situation test will help in analyzing its cognitive and psychomotor skills for
performing a task. The person who will score more in all these three domains
will be considered as the best qualified person for the position. All these
three domains are the main requirement of the job for the position of customer
service executive.
·
Besides that first strategy, Human
Resource Department can assign a group role playing by dividing the perspective
candidates into teams. It will also help in identifying the most suitable
candidate for the position because it will show their performance in group and
attitude in team.
4.
To design a job, is not an easy
task. It requires great efforts and careful examination of all the factors. A
wrong perception can affect the other benefits of job analysis. Job designing
means to decide the content of the job systematically that includes the duties
and responsibilities of the job, process and methods of doing the job and
relationship between its job holder and his superiors, subordinates and
colleagues. As according to Rush (1971),
the main purpose of job designing or redesigning is to increase both employees
motivation and productivity. There is no doubt that this is a very important
process and plays a vital role while affecting the productivity of the employees.
But it is also true that there can be number of issues while designing a job
especially in the case of designing a job for the customer service
representation because he works in virtual environment without any face to face
contact with others. The customer service executive work from home away from the
actual location of the work. There is no doubt that there are lots of
advantages for the people who work from home in virtual environment. There is
no need for them to come in the office. In this profession, the employee
communicate and perform in his job effectively by using computer networks, fax
machines, telephone and internet connection. But besides of all these
advantages, there are number of issues arise like How to design the job of a
customer care representative that he can enhance his communication with other
employees because this type of job does not give opportunity to the employee to
enhance his professional relationship with other employees. Second issues is related to how to make his job
more innovative and interesting because he is always busy with computer and
internet and it creates obstruction in using their creativity and stops the
process of skill up gradation. These two issues are very important and affect
the performance of the customer service representative badly because these
issues make his job monotonous and boring in the case of lack of professional
relationship with others and by repeating the same task daily.
But the situation can be improved by redesigning the
job effectively. There are various ways which can be used for redesigning the
job of a customer service representative and it will help them to resolving the
existing issues that arise while designing the current position. The Human
resource Manager needs to analyze his job and the issues associated with the
job carefully. There are various types of jobs redesigning. But it should be
suitable as according to the situation. In this case, the HR manager can use
the two strategies of job rotation and job enlargement. In job rotation, he
will get the opportunity to work in another area and it will help in both ways
– personally and professionally. He can get the expertise in another area also
that will reduce its boredom of doing one particular job all the time. Job
enlargement involves of including more responsibilities and task in the current
job. So the job of customer service representative should be enlarged in a way
that can give him more opportunity to interact with other employees in the organization.
This strategy will help him in increasing his professional networking.
5.
It is true that customers are
considered as the king of the market and backbone of the business. Without
them, it is not only difficult but impossible also for a company to survive in
the market. This is the reason that every company is very cautious about hiring
and placing the personnel on the job of customer service. Customer service
executive has to contact directly with the customers and their efficiency and
effectiveness can either make or ruin the business depends upon their
capabilities. So it is very important for a Human Resource Manager to check the
qualities, abilities, skill and knowledge of customer service executives with
the requirement of the job. After getting the information from job analysis, it
will be clear that what skills, abilities and competencies are required from
customer service executives to perform a job. There are different way to
measure their performance which are following –
·
Observation
and monitoring – This is the first way to measure the
performance of the customer service executive. Through observation their
performance or monitoring their call records can help in identifying whether he
or she is suitable for the position or not. For example – The call center
executives’ performance in terms skills, abilities, and knowledge are
identified and measured through their calling with the customers and
performance records. If the executive is performing good and yielding the
results as per the expectations, it means that he or she is suitable for the
position otherwise needs to make necessary changing in his roles and
responsibilities.
·
Feedback
from Customers – Second way to measure the performance of
a customer service executive is to take feedback from the customers. If it is
found that customers are satisfied, it means that person is satisfactory in his
skills, knowledge and capabilities for performing the present task. Otherwise
it requires taking necessary actions.
·
Feedback
from individual himself - Third and final way for measuring
the performance of a customer service executive is to take feedback from
himself only. It will help in finding the information related to his
satisfaction level in his present job like whether he is enjoying the roles,
and responsibilities or not because if he is satisfied with his job, he would
be able to give hundred per cent dedication and efforts in his present job.
Otherwise it would be difficult for him to satisfy his customers and full fill
the expectations of the company from his performance.
Therefore
we can say that all these three ways are very helpful in matching the
information which is derived from the job analysis to the person who is holding
the important position in the company and responsible for the growth and
success of the organization.
References
Barry
A. Ziering & Nambury S. Raju. Development
and Validation of a Job Family Specific Position Analysis Questionnaire. Journal
of Business and Psychology. Retrieved on February
11, 2014 from http://link.springer.com/article/10.1007%2FBF01014040#page-2
Retrieved on February 11, 2014 from http://www.ehow.com/how_6455546_measure-performance-customer-service-representatives.html
Derek
Torrington and Laura Hall, Human Resource Management, Prentice Hall. Retrieved on February 11, 2014 from
Issues
in Job Design from Management Study Guide. Retrieved
on February 11, 2014 from http://www.managementstudyguide.com/issues-in-job-design.htm
H. Rush (1971). Job design for motivation: Experiments in job enlargement and job
enrichment. New York: The Conference Board.
Kristie Lorette. Customer Service Characteristics. Retrieved on
February 11, 2014 from http://smallbusiness.chron.com/customer-service-characteristics-756.html
MT Brannick, EL. Levine, FP. Morgeson. (2007). Job analysis - methods, research and
applications for human resource management. Thousand Oaks (CA): Sage.
Position
Analysis Questionnaire from Human Resource Resources.Harvinet.com Retrieved on February 11, 2014 from http://www.humanresources.hrvinet.com/position-analysis-questionnaire-paq-model/
Rosemary Lysaght & Lynn Shaw (2013). Job Analysis (What it is and how it is used). In: JH Stone, M Blouin, editors. International Encyclopedia of
Rehabilitation. Retrieved on February 11, 2014 from http://cirrie.buffalo.edu/encyclopedia/en/article/268/
SHRM
: Society for Human Resource Management (2008) Retrieved
on February 11, 2014 from http://www.shrm.org/TemplatesTools/AssessmentResources/SHRMTestingCenter/products/MRI/Pages/FJAS.aspx
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