CHERN’S CASE STUDY

Introduction and Alignment
Terri Montgomery
Student ID -29224022215282
Indiana Wesleyan University
HRMT-537: Staffing, Performance, Management and Training
Professor Redd Branner
November 17, 2014

Introduction Chern’s, a 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 areas that are most relative to the job and where sales associates spend a majority of their