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Summative Assessment: Job Analysis Cecilia L. Macayaon University of Phoenix BUS/700 Dr. Herman Van Niek February 5, 2024 Before I go to the subject of this paper, job analysis, I would like to present what I have learned about an organization. The organization has goals and objectives and to achieve these it creates a system called organizational structure. This system defines the activities about how the operation is done to achieve the goals. To implement the system the company has the strategic management that oversees all activities in the business operation. It manages planning and analysis in the organization (Bower, 2008). The skills of managers, leaders, and all employees play a great role in the strategic management operation (Barney & Mackay, 2018. Management and leadership skills play a great role in making followers efficient and productive in achieving the organization's goals (Teece,2023). A successful organizational structure presents each employee’s job and how it fits with the system (Omanidhi & Stringa, 2008). As the business grows the need to hire new employees is needed. Employers must update their job descriptions to reflect their current needs. When the company has a new position created, it should clarify its requirements, expectations, and qualifications. It is easy for the employee to meet or exceed when job expectations are clearly defined. Failure to conduct an effective analysis may lead to employee discontent, turnover, and low levels of employee engagement Danao,2023, Jul). Job analysis A useful tool that will help the company understand the human resource needs, as to what kind of job function the firm is looking to fill, is the job analysis. It defines clearly and describes a position from the duties of the job and compensation to the working environment. Job analysis helps the company in the recruitment and selection of new employees and is an important step to ensure that the right candidate is selected (Ahmed 2019, Sept). Conducting a job analysis offers an overview of the important role of ensuring that the right decision is chosen. An effective job analysis helps employees understand the expectations of their jobs and enhances effective job descriptions. Elements and methods of job analysis 1. The elements that are collected and analyzed during the job analysis are as follows: job title, position summary, specific job duties, job levels, potential work hazards, how the role fits in with the budget, and the necessary machinery equipment and tools (Ahmed,2019, Sept). The methods used in the analysis depend on the objectives, the work environment, and the industry.

. There are six most common methods of job analysis which are direct observation, work method analysis, critical incident technique, interview, questionnaire, and research.  Direct observation – this is observing an employee while performing their duties. Notes on what they are doing, and what skills or materials are being used.  Work method analysis – this includes the length of time to complete an action and the number of actions completed in the shift.  Critical incident technique – this determines the technique that separates the good from the bad performance. –  interviews -here the employees and supervisors are interviewed about a variety of questions to determine job duties and necessary skills,  Questionnaire – determine many answers to many questions about the job.  Research – this is gathering information on job information to see what other companies are looking for. How to conduct a job analysis ( Danao, 2023, Jul). These are the steps to be followed to perform an effective job analysis: First, begin by establishing the goal of the job being analyzed. Second, is deciding what job to be analyzed (Alter, 2010) The third is to select the method that will result in the most useful data for achieving the goals. The fourth is to create a timeline for notifying others about the analysis. The fifth is to prepare the materials for the job analysis, such as purchasing questionnaires for interviews or seeking a meeting room. The sixth is to perform the analysis and let employees, supervisors, and senior managers give their input. The seventh is to review the results to know what skills and other important information are needed to achieve the goals. The eighth step is to use the data, that will produce an updated job description, employee development plan, or other documents (Danao, 2023, Jul). Detailed ways of conducting a job analysis 1. Collect information about the position- Make an account of all the activities and skills involved in the job by observing and interviewing employees (Popescu & Jacob, 2017). Read the manual that explains the current position and compare the job description with what the employees are doing. Record the result. 2. The importance of each task and competency evaluation Knowing the needed skills to perform each task, by knowing the difficulty of the task and its skill, finding out which skills need more experience, and determining the top-level skills for each location (Barney & Mackay, 2018). 3. Research should be conducted from government literature and corporate organizations and from experts' advice that can explain the task needed. Compare the results from the network with data from other businesses Cho & Mor, 2008). 4. Job descriptions and standard revision – once the important qualification is identified make a list for each job, then edit an existing job description or create a new one. that matches the employee's feedback and from the observation, expectations based on guidelines from the research (Carton, 2018).

5. Data to make changes- the data from the analysis can be used to transfer job responsibilities based on each job's capabilities. Job analysis is a tool that improves the performance of an employee. After the data is analyzed, it will show where the employee excels and what the employee needs for improvement. Job analysis consists of collecting facts and details about a job to help write a job description that would help hire the right candidates (Bunford & Hamilton,2019, Aug). Businesses perform job analysis before hiring a new employee because the job description lets employees know exactly what to expect in their role. It is necessary to know what kinds of skills, expertise, and experience an ideal candidate must have to fill that applied role. Specific educational requirements and training certifications, or technical skills are required, or specific programming language. Sometimes employees need to have strong verbal communication and physical requirements like if the employee can lift over 50 pounds Danao, 2023). The human resources department is responsible for conducting job analysis of open positions in the company The collecting of information about the skills, knowledge, abilities, and tasks required for the specific job is covered by human resources. It prepares job descriptions and recruits candidates who are qualified to fill vacant jobs. Job analysis helps firms outline the positions they are hiring for and provides insights into the type of task an employee can perform. This helps the company decide what type of employee might be best at doing a given task. So, when the employees are hired the company can communicate immediately to them. Job analysis helps prioritize what task is important and which task be first accomplished (Sabir et al,2022) Job analysis can help the employer know what training supplies the employee needs. An example is in the hair salon the stylist needs training and education on the products the salon uses, and the tools to cut and style hair. As repeatedly defined job analysis presents the knowledge, skills, abilities, experience, and education needed for the position the firm is filling. The company can create an outline clearly of their ideal candidate by showing the information, which also allows for screening job seekers accurately and lets go of candidates who do not have the qualifications (Ahmed,2019). Human resources can recruit candidates from networking organizations, college job boards, college fairs, or professional organizations. Target recruiting helps save time, and money, Recruitment, selection, and benefits Job analysis determines the requirements in terms of skills, qualities, and other characteristics. . Knowledge of the job requirements and qualities of the candidates who will be doing the job are important to consider because the job description will tailor the job requirements as possible to the attitudes, skills, and interests of the employees. Job analysis helps develop programs for advancements, and job evaluation against job performance standards. It formulates effective policies related to promotions and transfer. And the basis for resolving disputes or conflicts that may arise (Ahmed, 2019).

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As has been said job analysis helps the organization in the recruitment and selection of the ideal employees and helps the employees view the clear description of what is needed from them. Customer service position (current) This is a sample of a position as a customer service representative. The position's responsibility as a customer service representative is to handle customer inquiries and requests via email, chat, and phone. About 150 requests a day and recently hit a 95% customer satisfaction rating based on post-interaction surveys, surpassing the company’s target of 90%. When I first joined the company, I often had to consult senior colleagues, so I later suggested that we create an internal technical knowledge base for our team, and thanks to that. We reduced ticket resolution time by 20%. This is a future new customer service responsibility based on the job description. • High school diploma • 1 -2 years of customer service experience or other related business experience • Call center experience preferred. • Willingness to acquire knowledge of company products, and sales and policies and procedures. • Proficient in Microsoft applications including Excel, Word, and Outlook. • Assume responsibility for accurate entry of customer orders received, orders received by phone, fax, electronically, or by email confirming that the order meets the maximum dollar amount. • Maintaining customer account information utilizing business systems (webs, and other established department systems, tools, and documents • Responsible for call card processing and ensuring that account minimums are met, and possible duplicate orders addressed. • Acknowledges all orders. • Assume responsibility for performing miscellaneous customer care functions. Customer service is a type of job with skills to address customer’s needs and ensure they have a good experience. Customer service has qualities like active listening, empathy, problem- solving, and communication. Good customer service with skills is the human face of the company that develops a positive dialogue with customers which helps enhance loyalty and a good reputation (Eads, 2023). The skills of customer service are as follows: active listening, and adaptability. Attentive to detail, collaborator, conflict solver, creative, critical thinker, decision- maker, effective communicator, emotional intelligence, empathy, friendly, negotiator, openminded, patient, persuasive, product knowledge, time management, understanding body language and writing skills.

Customer service challenges and limitations with solution 1. Not knowing the answer to a question If unable to answer the question the best way is to direct the customer to a knowledge base to refer to the correct member who can help. 2. Transferring customer’s calls make customers frustrated after wasting time with many agents involved. The solution is to explain the reason and transfer the call to another team member who can help with the situation. 3. Not having the right tools, the customer gets frustrated when the process is slow and customers are waiting A possible solution is to have customer engagement software that meets the customer’s needs. 4. Customer service workflows are not aligned with the customer’s journey and breakdowns can go unnoticed and unaddressed (Eads, 2023). The solution is to construct a customer journey map showing what every person goes through on the route to conversion, which allows customer support. A chat box may provide an answer at any time. 5. Dealing with angry customers The solution is to handle the situation properly calmly and efficiently. 6. Listen to customer stories without interruption. 7. Emphasize – convey and understand how the customer feels. 8. Apologize—always apologize for whatever made them upset. 9. Resolve -if possible, give the employee the power to solve the issues without escalation 10. Diagnose- understand why the issue happens and focus on fixing the process. 11. No crisis management or escalation protocol – be prepared because anytime trouble could happen. make a plan and a standard operating procedure to handle crises and escalation. Create workflows that keep crisis management in mind. 12. Not meeting customers’ expectations- the solution is gathering customer feedback or customer surveys. Focus on small things. Make small changes, step by step, small improvements add up. Stay one step ahead, keep your eyes on the horizon.

Organizational change This is the process of changing a company structure or other important elements to improve the business operations and encounter new challenges. Business has to change to meet the demands of the evolving market. The most important part of this process is organizational change management which is the strategy to implement this change effectively (Baker, 2022). The introduction of new technology can change the business operation. The use of the internet makes a difference in business operations which offer fast and convenient options. New business models used by various companies require changes to the organization. New team structures may change their priorities when needed. Transformational change favors an approach with bigger goals that introduce changes more abruptly as a dramatic change in the economy or a competitor's new product. The company forms a plan when it makes a change and identifies a strategy to follow. (Baker, 2022). Common problems and limitations to organizational change Leaders meet obstacles when implementing change: a. Insufficient training- Employees need new skills to deal with change so training and programs are conducted for them to attend as a priority. b. Workforce resistance Workplace culture is s significant barrier to making changes. Resistance such as doubt, hesitation, indifference, or hostility is a challenge to organizational change. c. Communication difficulties Poor communication means messages are not getting through, therefore leadership teams may interpret and make adjustments as needed. d. Market evolution shifts or downturns in the economy could develop obstacles. This may cause confusion and overreactions may leave the organizational plan. To deal with issues in the organizational change, leaders should hold meetings to know the change, listen to comments, review messages to ensure they are clear, and pay attention to non-verbal cues. Organizational alignment This is a business strategy that consists of coordinating efforts, resources, and procedures toward a common goal and vision, it requires both horizontal and vertical alignment where departments teams, and individuals work together to achieve primary objectives. The organizational structure presents a clear view of which teams are linked with each other. Organizational alignment is important because it helps to encourage collaboration and a mutual

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pursuit of company goals which has several long-term benefits to a healthy workplace environment (Tobias. 2022, Jan). In an organizational structure with vertical alignment, one's work supports those levels above them to accomplish their goals. With this vertical alignment, all hierarchical departments will be working towards the highest-level strategic goal. Horizontal alignment focuses on the goals of individual departments and how they relate to the goals of others. References: Ahmed, A. (2019, Sept). How to write a job analysis report. Bizfluent leaf Group, 1-33 . Alter, S. (2010) Service system and service-dominant logic, partners or distant cousins. Journal of Relationship M strategic management. Academy of Management Learning & Education , 17(3), 359-373. http://doi:.org/10/10.5485/amie.2017.0171 Barney, J. B., & Mackay, A. (2018. Monopoly profits, efficiency profits, and teaching strategic management. Academy of Management Learning & Education , 17(3), 359-373. http://doi:.org/10/10.5485/amie.2017.0171 Betels, J., Haase, J., Wedmann, L. P. (2020). Shaping consumer perception: effects of vertical and horizontal packaging alignment. Journal of Consumer Marketing , 37(4), 423-431. http://doi.org 10.1108/JCM-05-2019-3231. Bower, J. (2008). The teaching of strategy from general manager to analyst and back again. Journal of Management Inquiry , 17 (4) 269-273. http://doi:10.1177/10504920083181406 Burn, J. (2024). Information system strategies and the management or organizational change— strategic alignment model. Journal of Information Technology , 8(4), 205-212. http://doi.org:10.1057/jil.1993.32 Bunford, D. & Hamilton, S. (2019, Aug). How delivery suite coordinators create situational awareness in the multidisciplinary team. British Journal of Midwifery , 26(8), 497-505. http://doi.org:10.12968/bjom.2019.27.8.497 Carton, A. M. (2018). How NASA leaders enhance the meaningfulness of work by changing the meaning of work. Administrative Science Quarterly ,63(2),323-369 Cho, S. & Mor, B. M.(2008). Understanding of diversity and inclusion in a perceived homogeneous culture: a study of organizational commitment and job performance among Korean employees. Administration in Social Work, 32(4), 100-126. http:// doi.org:10.1080/03643100802293865. Danao, M. (2023, Jul). How to perform a job analysis. Forbes Advisor . 1-13. Eads, A.(2023). 21 important customer service skills. Indeed, 1-12.

Ormanidhi, O., & Stringa (2008). Porter's model of competitive strategies: an insightful and convenient approach to firms’ analysis. Business Economics , 43(3), 55-64. Popescu, C., & Jacob, S. (2017). Improving organizational organization. Valahan Journal of Economic Studies , 8(3),39-46. http://doi.org . Sahir, I., Ali, I., Mahih, M., Sahir, N., & Menood, H. (2022). Impact of perceived organizational support on employee performance in IT firm . International Journal of Organizational Analysis, 30(2), 19-26. http://doi.org:10.31966/jabmintertional.v30i2.990 Teece, D. (2033, Feb) Big tech and strategic management: how management scholars can inform competition policy. Academy of Management Perspectives , 37(1) 1-15. http://doi:101080/15332661003768740 Tobias, L. (2022, Jan) Organizational alignment: The complete guide to effectively aligning processes, teams, and goals.Workpath, 1-23.

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