Job Analysis Part 7

• PAQ Areas - Job Context
• The physical and social in which the work is performed
• Stressful Environment
• Personally Demanding Environment
• Hazardous Situations
• PAQ Areas - Relationships With Others
• The relationships with individuals that are necessary to perform the job
• Communicating judgments
• Supervisor related activities
• Exchanging job related information
• Personal contact
• PAQ Areas - Other Job Relationships
• These include
• Non Typical V’s Daily Schedule
• Salary V’s Variable Basis
• Irregular V’s Regular Schedule
• Business Situation
• Job Demanding Events
• Unstructured V’s Structured Work
• Being Responsive to Changing Situations
• PAQ Scales
• Position Analysis Questionnaire
• Extent of Use
• Does not apply
• Nominal/Very Infrequent
• Occasional
• Moderate
• Considerable
• Very Substantial
• Position Analysis Questionnaire
• Importance to the Job
• Does not apply
• Very Minor
• Low
• Intermediate
• High
• Extreme

Until next time...

 




Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/

Job Analysis Part 2

• Duties & Tasks
• Base units of a job is the performance of specific tasks
• Frequency
• Skill
• Complexity
• Duration
• Relationships & Requirements
• Need for Supervision
• Knowledge/Skills/Abilities
• Need for Training
• Minimum Requirements for the Performance of the Task
• Tools & Equipment
• Relationship between the performance of a task and the tools and equipment being employed to perform the task successfully
• State of Equipment
• Availability of Tools
• Protective Clothing
• Environment
• Working Conditions
• Legislation
• Hazardous Material
• Job Analysis Interview
• Structured Interview
• Definite Set of Prepared Questions
• Set the Purpose of the Interview
• Pre-set Questions follow the sequence of activities with which the jobholder’s performs
• Probing Questions by Interviewer to Expand
• Un-Structured Interview
• No Set of Prepared Questions
• Set the Purpose of the Interview
• Ask Interviewee About the Job they Perform
• Probing Questions by Interviewer to Expand
• Advantages
• Very Flexible
• Not Necessarily Job or Task Dependent
• Convenient
• Provides a good overall understanding of a particular job or task
• Disadvantages
• Some Interviewer Training Involved
• Interviewer may not appreciate the sensitivity of some of the information discussed
• Cannot be used effectively for new jobs
• Problems arise in data collation

Until next time...

 




Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/

Effective Complaint Handling Part 4

• A system for handling complaints is necessary to ensure:   
• A standard approach is taken by all employees involved in the process. This is achieved through having a Standard Operating Procedure
• Consistency in the quality of response
• Knowledge of the responsibilities and where necessary the escalation process
• Customers who are complaining want to be dealt with personnel who have an attitude which is
• Positive
• Professional
• Confident
• Helpful
• Environment for handling complaints must be such as to be:
• Supportive of complaint handling activity
• Adequately resourced
• Customer focused
• Complaint handlers must be competent in the following skills:
• Listening
• People-focus
• Organization
• Communication
• Networking
• Persistence
• Documents need to be managed to ensure that they are
• Complete
• Accessible
• Safe

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/