The HR manager of a growing online retail company needs to conduct a job analysis of the customer service representative position due to high turnover. The summary will examine approaches to conducting the job analysis, consider challenges of job design approaches, propose strategies to attract applicants using job design, and suggest performance measurement using job analysis information.

1. Assignment 2: Organizational Structure
You are the HR manager for a small retail company that sells a
high volume of products over the Internet. Your company is
growing rapidly due to increased Internet sales. Your company
prides itself on providing high-quality products and services.
The Customer Service department is integral to the success of
the company. Over the past few months, the Customer Service
department has been unable to fill its openings for Customer
Service Representative positions. You suspect there could be a
number of reasons for this, but you know you first need to look
at the job, the work flow, the knowledge, skills, abilities, and
experience the company is seeking to ensure the job reflects the
current workload and expectations.
Write a six to eight (6-8) page paper in which you:
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.
Select two (2) out of the four (4) approaches to job design that
are the most important for you to consider. Suggest two (2)
challenges that you may encounter when designing a job using
each of the selected approaches. Support your response with
specific examples to illustrate the potential advantages and
disadvantages of using each approach.
Using the four (4) approaches to job design, create two (2)
strategies that the organization can implement to attract and

2. select qualified applicants for the Customer Service
Representative position. Justify the main reasons that the
selected strategies would be effective.
Propose three (3) ways that you can use the information
obtained from a job analysis to measure the performance of
Customer Service Representatives. Provide a rationale for your
response.
Use at least four (4) quality academic (peer-reviewed) resources
in this assignment. Note: Wikipedia and other Websites do not
qualify as academic resources.
Your assignment must follow these formatting requirements:
Be typed, double spaced, using Times New Roman font (size
12), with one-inch margins on all sides; citations and references
must follow APA or school-specific format. Check with your
professor for any additional instructions.
Include a cover page containing the title of the assignment, the
student’s name, the professor.
Points: 300
Assignment 2: Job Analysis and Design
Criteria
Unacceptable

3. Below 70% F
Fair
70-79% C
Proficient
80-89% B
Exemplary
90-100% A
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.
Weight: 25%
Did not submit or incompletely examined at least three (3)
approaches that you can take as the HR manager to conduct a
job analysis of the Customer Service Representative position.
Did not submit or incompletely suggested the major pros and
cons of each selected approach. Did not submit or incompletely
recommended the approach that would be most effective in
conducting the job analysis for this organization. Did not
submit or incompletely justified your recommendation.
Partially examined at least three (3) approaches that you can
take as the HR manager to conduct a job analysis of the
Customer Service Representative position. Partially suggested
the major pros and cons of each selected approach. Partially

4. recommended the approach that would be most effective in
conducting the job analysis for this organization. Partially
justified your recommendation.
Satisfactorily examined at least three (3) approaches that you
can take as the HR manager to conduct a job analysis of the
Customer Service Representative position. Satisfactorily
suggested the major pros and cons of each selected approach.
Satisfactorily recommended the approach that would be most
effective in conducting the job analysis for this organization.
Satisfactorily justified your recommendation.
Thoroughly examined at least three (3) approaches that you can
take as the HR manager to conduct a job analysis of the
Customer Service Representative position. Thoroughly
suggested the major pros and cons of each selected approach.
Thoroughly recommended the approach that would be most
effective in conducting the job analysis for this organization.
Thoroughly justified your recommendation.
2. Select two (2) out of the four (4) approaches to job design
that are the most important for you to consider. Suggest two (2)
challenges that you may encounter when designing a job using
each of the selected approaches. Support your response with
specific examples to illustrate the potential advantages and
disadvantages of using each approach.
Weight: 20%
Did not submit or incompletely selected two (2) out of the four
(4) approaches to job design that are the most important for you
to consider. Did not submit or incompletely suggested two (2)
challenges that you may encounter when designing a job using
each of the selected approaches. Did not submit or incompletely
supported your response with specific examples to illustrate the
potential advantages and disadvantages of using each approach.

5. Partially selected two (2) out of the four (4) approaches to job
design that are the most important for you to consider. Partially
suggested two (2) challenges that you may encounter when
designing a job using each of the selected approaches. Partially
supported your response with specific examples to illustrate the
potential advantages and disadvantages of using each approach.
Satisfactorily selected two (2) out of the four (4) approaches to
job design that are the most important for you to consider.
Partially suggested two (2) challenges that you may encounter
when designing a job using each of the selected approaches.
Partially supported your response with specific examples to
illustrate the potential advantages and disadvantages of using
each approach.
Thoroughly selected two (2) out of the four (4) approaches to
job design that are the most important for you to consider.
Thoroughly suggested two (2) challenges that you may
encounter when designing a job using each of the selected
approaches. Thoroughly supported your response with specific
examples to illustrate the potential advantages and
disadvantages of using each approach.
3. Using the four (4) approaches to job design, create two (2)
strategies that the organization can implement to attract and
select qualified applicants for the Customer Service
Representative position. Justify the main reasons that the
selected strategies would be effective.
Weight:20%
Did not submit or incompletely created two (2) strategies that
the organization can implement to attract and select qualified
applicants for the Customer Service Representative position
using the four (4) approaches to job design. Did not submit or

6. incompletely justified the main reasons that the selected
strategies would be effective.
Partially created two (2) strategies that the organization can
implement to attract and select qualified applicants for the
Customer Service Representative position using the four (4)
approaches to job design. Partially justified the main reasons
that the selected strategies would be effective.
Satisfactorily created two (2) strategies that the organization
can implement to attract and select qualified applicants for the
Customer Service Representative position using the four (4)
approaches to job design. Satisfactorily justified the main
reasons that the selected strategies would be effective.
Thoroughly created two (2) strategies that the organization can
implement to attract and select qualified applicants for the
Customer Service Representative position using the four (4)
approaches to job design. Thoroughly justified the main reasons
that the selected strategies would be effective.
4. Propose three (3) ways that you can use the information
obtained from a job analysis to measure the performance of
Customer Service Representatives. Provide a rationale for your
response.
Weight: 20%
Did not submit or incompletely proposed three (3) ways that
you can use the information obtained from a job analysis to
measure the performance of Customer Service Representatives.
Did not submit or incompletely provided a rationale for your
response.
Partially proposed three (3) ways that you can use the
information obtained from a job analysis to measure the

7. performance of Customer Service Representatives. Partially
provided a rationale for your response.
Satisfactorily proposed three (3) ways that you can use the
information obtained from a job analysis to measure the
performance of Customer Service Representatives.
Satisfactorily provided a rationale for your response.
Thoroughly proposed three (3) ways that you can use the
information obtained from a job analysis to measure the
performance of Customer Service Representatives. Thoroughly
provided a rationale for your response.
5. 4 references
Weight: 5%
No references provided
Does not meet the required number of references; some or all
references poor quality choices.
Meets number of required references; all references high quality
choices.
Exceeds number of required references; all references high
quality choices.
6. Clarity, writing mechanics, and formatting requirements
Weight: 10%
More than 6 errors present
5-6 errors present

8. 3-4 errors present
0-2 errors present