1. 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.
An initial approach in conducting a job analysis, would be for the HR manager to research Customer Service job duties and description via O’NET. Since O’NET is a system of common jobs and their general descriptions across the board, it would be a reliable source for an HR manager to use during the job analysis process. The advantage of using O’NET as a source is that it provides detailed work activity for all occupations. It also list the training, work experience and education needed specifically for the position (Using O'net As A Human Resources Tool For Business, 1999).
There is a disadvantage of using O’NET as a source, and it is due to existent validity issues. Most of the data originated from employees’ self-reports. Since there are four parts to each job description, the data most likely would have been polled from a number of employees in the specific position (Reeves, 2009).
The next approach involves surveying the supervisors of the customer service department. The supervisors are there to supervise, so you more likely will get an accurate response of what the employees are supposed to be doing from what they are doing. The employees under the supervisor’s watch may exaggerate the position to bring more value to what they actually do (Noe, Raymond, Hollenbeck, Gerhart, Wright, 2013). This could be a disadvantage for HR in finding out the actual responsibilities of the job.
After the previous approaches are made as far a gathering information for the job analysis, the Position Analysis Questionnaire is another way