management test / quiz prep and need the explanation and answer to help me learn.
For this second written assignment, you are to analyze the case study titled, “The Customer Service Agent” on page 137. Review the case and answer the 3 questions associated with this situation. You do not need to compare with a teammate so disregard that section.
Your submission should be approximately 3 pages of content and be in APA standard formatting for academic submissions.
Please see attached articles.
Your Turn The Customer-Service Agent
Read the article on a day in the work life of Bill Ryan. Then write a job description for the job of customer-service agent. Use the exhibits in this chapter to guide you in deciding what information in the story is relevant for job analysis.
To work on this Your Turn, you will need to access the following article online: Alex Frangos, “The Customer-Service Agent,” Wall Street Journal, July 16, 2001. If you have a subscription to the Wall Street Journal, you can access this article at https://www.wsj.com/articles/SB995046210750147553. If you do not have a subscription, you will may be able to access it through a simple web search. Otherwise, you need to access the article via one of your library databases (e.g., ABI/Inform, Proquest, or other databases that include Wall Street Journal articles). Alternatively, you can choose a different job that you and your teammate have observed and answer the following questions using that job.
Does the day diary include sufficient information?
Identify the specific information in the article that you found useful.
What additional information do you require? How would that information help you?
Pick a teammate (or the instructor will assign one) and exchange job descriptions with your teammate.
How similar/different are the two descriptions? You and your teammate started with exactly the same information. What might explain any differences?
What process would you go through to understand and minimize the differences?
What are some of the relational returns of the job?
Summary
Encouraging employee behaviors that help achieve an organization’s objectives and fostering a sense of fairness among employees are two hallmarks of a useful internal pay structure. One of the first strategic pay decisions is how much to align a pay structure internally compared to aligning it to external market forces. Do not be misled. The issue is not achieving internal alignment versus alignment with external market forces. Rather, the strategic decision focuses on sustaining the optimal balance of internally aligned and externally responsive pay structures that helps the organization achieve its mission. Both are required. This part of the book focuses on one of the first decisions managers face in designing pay systems: how much to emphasize pay structures that are internally aligned with the work performed, the organization’s structure, and its strategies. Whatever the choice, the decision needs to support (and be supported by) the organization’s overall human resource strategy.
Requirements: 3 pages
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