...Characteristics of the Job | | | | Characteristics of the Worker | | | | | | | Job Duty | Task | Relative Importance of Job Duty (%) | Relative Time Spent (%) | Competency of KSAO | Importance of KSAO or Competency to Task Performance (1=low, 10=high) (E= Essential) | Customer and Personal Services | 1. Greet customers and ascertain what each customer wants or needs. | 20% | 20% | Customer Needs Assessment, meet quality standards for services , and evaluate customer satisfaction | E | | 2. Describe merchandise and explain use, operation, and care of merchandise to customers. | 10% | 10% | Knowledge and skills of promoting, showing, and selling products | 7 | | 3. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. | 10% | 10% | Persuade customers to purchase certain things based on their needs and desires. | 7 | Sales and Marketing | 4. Compute sales prices, total purchases and receive and process cash or credit payment. | 20% | 35% | Knowledge of mathematics and when to use it. | 9 | | 5. Answer questions regarding the store and its merchandise. | 10% | 10% | Ability to listen and to understand questions that may be asked by customers, and active listening skills | 7 | | 6. Prepare sales slips or sales contracts. | 10% | 3% | Obtaining information and know how to use POS software | 8 | | 7. Maintain knowledge of current sales and promotions, policies regarding...
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...well known retail establishment whose major focus is on providing excellence in customer service, was founded by a brother and sister team, Ann and Ryan Chern. The company employs 19,000 employees (full and part time) across 28 states and has 140 stores mainly in the Eastern and Midwestern United States. Chern’s was built around a foundation of hiring sales associates who go above and beyond to ensure they provide great service by offering quality merchandise to its customers. In order to remain competitive, Chern’s must find ways to be creative and offer incentives to retain existing staff as well as attract new talent into the organization. This paper analyses Chern’s Job Matrix, Job Reward Matrix, and Transition probability matrix, to help Chern’s leadership make critical decisions about the future of the organization that will enable it to win the war on talent. Job Matrix A job matrix is a tool that charts a progression of job levels within a job family. The matrix lists job levels and the corresponding job requirements, including duties and necessary skills, experience, and education required (University of St. Thomas, 2014). The attached job matrix breaks down the tasks for the Sales Associate role, how critical each function is to the role, the percentage of time spent doing each task, and whether each tasks is an essential function to the role. Ironically, Chern’s organizational structure of excellence in customer service (which leads to higher sales), are two...
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...Core Results Consulting | Strategic Analysis: Chern Report | Date: 2014 Strategic Staffing for all of your organizations short and long term needs Table of Contents Executive Summary …………………………………………………………………………………………………………………………………. Recommendations Strategic Staffing Planning Process ………………………………………………………………………………………………………… 4 Figure 1 – Economic Conditions 5 Disparate Impact Analysis ……………………………………………………………………………………………………………………….6 Job Requirements Matrix – Sales Associates …………………………………………………………………………………………..6 Figure 2 - Sales Talent Performance Matrix …………………………………………………………………………………………… 6 Sales Associate KSAOs …………………………………………………………………………………………………………………………... 7 Table - Education ………………………………………………………………………………………………………………………………….. 9 Table - Work Values ………………………………………………………………………………………………………………………………. 9 Job Requirements Matrix ………………………………………………………………………………………………………………………. 9 Job Rewards Matrix …………………………………………………………………………………………………………………………….. 11 Table - Work Activities ………………………………………………………………………………………………………………………... 12 Internal Labor Market …………………………………………………………………………………………………………………………. 16 Table - Transition Probability Matrix ………………………………………………………………………………………………...... 17 Table - Transition Probability Matrix Forecasting ………………………………………………………………………………... 17 Table - Employment Projections ………………………………………………………………………………………………………….. 17 Transition Analysis ………………………………………………………………………………………………………………………………. 18 Labor Market Findings …………………………………………………...
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...staffing levels, it is likely to have to hire 60 FTSA from outside the organization. Therefore, in order to hire 60 FTSA, we would need 1,780 applicants. 534 will be job candidates of which we provide 80 offers (Table 1 and 2). Table 1: Transition Probability Matrix for Chern’s Flagship Store Job Category | FTSA (%) | PTSA (%) | DEP (%) | BUY (%) | MER (%) | Exit (%) | Current # of Employees | FTSA | 50 | 15 | 5 | 5 | 5 | 20 | 140 | PTSA | 30 | 50 | 0 | 5 | 0 | 15 | 30 | DEP | 5 | 0 | 75 | 0 | 0 | 20 | 15 | BUY | 0 | 0 | 0 | 65 | 5 | 30 | 5 | MER | 0 | 0 | 0 | 0 | 80 | 20 | 8 | Table 2: Forecasting Employees Using the Transition Probability Matrix for Chern’s Flagship Store Job Category | FTSA | PTSA | DEP | BUY | MER | Exit | Current # of Employees | FTSA | 70 | 21 | 7 | 7 | 7 | 28 | 140 | PTSA | 9 | 15 | 0 | 2 | 0 | 5 | 30 | DEP | 1 | 0 | 12 | 0 | 0 | 3 | 15 | BUY | 0 | 0 | 0 | 4 | 1 | 2 | 5 | MER | 0 | 0 | 0 | 0 | 7 | 2 | 8 | Forecast of 2013 | 80 | 36 | 19 | 13 | 15 | 40 | | | Deficit | Surplus | Surplus | Surplus | Surplus | Exit | | Career One Stop provides current and projected employment trends. Retail Salespeople make up the large majority of Chern’s employees. They also have the most frequent turnover of Chern’s employees. According to forecasted trends, the number of retail salespeople is projected to increase by 2020 (Table 3). Florida in particular shows very positive growth. Florida is projected to have a 19% increase, 2% points...
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