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Develop performance standards for the position

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Using the following: A job description you locate on the internet

Using the job description as a base, develop performance standards for this particular position. Specifically you are to create the following:

1. A list of 5-10 performance standards
2. The type of performance assessment technique(s) you will employ and why
3. The controls you have employed to eliminate or reduce errors or bias in assessment
4. Who will perform the assessment and why
5. How the organization should use the assessment results

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Job Description: Receptionist

The receptionist job description summarizes the typical activities of the receptionist service in an organization. The knowledge and experience plus the key competencies required are detailed for both employers and job seekers looking at receptionist vacancies.

Front desk receptionists are key employees to a wide range of organizations - they often present the first impression of the organization to clients and customers.

General Purpose
Attend to visitors and deal with inquiries on the phone and face to face. Supply information regarding the organization to the general public, clients and customers.

Main Job Tasks and Responsibilities
 answer telephone, screen and direct calls
 take and relay messages
 provide information to callers
 greet persons entering organization
 direct persons to correct destination
 deal with queries from the public and customers
 ensures knowledge of staff movements in and out of organization
 general administrative and clerical support
 prepare letters and documents
 receive and sort mail and deliveries
 schedule appointments
 maintain appointment diary either manually or electronically
 organize meetings
 tidy and maintain the reception area

Education and Experience
 high school diploma generally required
 knowledge of administrative and clerical procedures
 knowledge of computers and relevant software applications
 knowledge of customer service principles and practices
 keyboard skills

Key Competencies
 verbal and written communication skills
 professional personal presentation
 customer service orientation
 information management
 organizing and planning
 attention to detail
 initiative
 reliability
 stress tolerance ...

Solution Summary

The expert develops performance standards for the position. The job description for a receptionist is examined.

See Also This Related BrainMass Solution

Criterion Development Worksheet and Job Analysis Worksheet

Please see attached file.

1. Assignment: Criterion Development Worksheet

I/O consultants are involved in many organizational activities, including the selection of employees, human resource planning, leadership development, performance appraisal, organizational design and diagnosis, and training evaluation. In many cases, I/O consultants design systems and tools to make measurements against criteria (standards) that indicate effectiveness on the part of individuals, groups, and organizations. Selecting the right criteria or standard to measure against is critical.

- Complete the Criterion Development Worksheet part of the attachments.

o Create a list of criteria or standards an I/O consultant might use that indicate effectiveness on the part of individuals, groups, and organizations. Include the activities for which the criteria would be suitable, along with the rationale for each criteria selected.

o Include one or two paragraphs summarizing the following:

- Theoretical issues of criterion development
- Implications of the theoretical issues for selecting the most appropriate criteria

2. Assignment: Job Analysis Worksheet

- Complete Part One of the Job Analysis Worksheet part of the attachments. For each job analysis method, include the following:

o Summary of the method
o How the method is used
o Pros and cons associated with the method

- Visit the following Occupational Information Network Web site: http://online.onetcenter.org/. Once on the Web site, click on Find Occupations and search for a job that interests you. The job you research must be one that you have not held and are not familiar with.

- Review the Web site's information about the position.

- Interview at least one person who currently holds this position, and if possible, one supervisor who currently supervises the position.

- Complete Part Two of the Job Analysis Worksheet.

- Include the following information:

o Job Title
o Job description
o List of 15 tasks suitable for a task inventory
o Knowledge, skills, and abilities (KSAs) required to complete tasks
o Indication of which KSAs are required to perform each task (using an "x")
o Summary of the process you used to analyze the job
o Summary of the difficulties you encountered and what you learned
o Two other job analysis methods you could have used and the pros and cons of each

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