Assignment task: Consider the job of customer service representative who takes telephone calls from customers of a retailer that sells online and through catalogs. HR is conducting job design on this job.
Q1: What measures an employer take to design this job to make it efficient? Be specific and elaborate.
Q2: What measures an employer take to design this job to make it motivating? Be specific and elaborate.
Q3. What measures an employer take to design this job to make it ergonomic? Be specific and elaborate.
- Describe workflow design.
- Explain job description and job specification.
- Understand job incumbent vs. supervisor as sources of job information.
- Understand what Position Analysis Questionnaire and Fleishman Job Analysis System each measures, and who completes each survey.
- Regarding job design, explain the concepts of industrial engineering, motivational approach, ergonomics, and design for mental capacity.
- Regarding the motivational approach, explain 5 characteristics of Job Characteristics Model.
Distinguish among job extension, rotation, sharing, and enrichment