Customer First: Internal consistency in compensation
Not what you're looking for?
Address job analysis and job evaluation as they relate to employee compensation. Review the case study "Internal Consistency at Customers First" and respond:
- Do you think that job analysis and job evaluation will benefit Customers First? Why or why not?
- What is your opinion of Joan's view on job analysis and job evaluation?
- What do you recommend that the compensation professionals at Customers First do? Why?
Purchase this Solution
Solution Summary
The compensation structure of Customer First is discussed in a structured manner in this response. The related reference is also provided.
Solution Preview
I think that job analysis and job evaluation will benefit Customers First because in it there are customer service representatives with different levels of skills and responsibilities but they hold the same title. Job analysis and job evaluation are required to build an internally consistent compensation organization. Also, Customer First hiring has taken place not in response to any well-developed recruitment plan but in response to the acquisition of additional clients (1). The new recruitment is done based on current market rates and this is an important cause of groups of CSRs doing similar work but receiving different levels of pay. The supervisors at Customer First had received several complaints from employees about inequity in the pay of CSRs. Such inequity can lead to low employee motivation, low CSR productivity, and high CSR turnover. To avert this problem, Customer First should carry out job analysis and job evaluation for developing a compensation structure. A job analysis will give each CSR employee a clear idea of his responsibilities, enable the employee to improve his job, and gives him information about how his job will be evaluated. A job analysis will provide Customer First with information about the duties and responsibilities of a particular job, and the potential problems, hazards, and risks involved in the job. A job analysis will also provide the skills and talents required to perform the work. Job analysis means collecting and analyzing information about the content and skills required for jobs, and the background in ...
Education
- BSc , University of Calcutta
- MBA, Eastern Institute for Integrated Learning in Management
Recent Feedback
- "I read your comments, and thank you for this feedback. Do I need to find other studies that applied this methodology Ive used? That's where I'm stuck at."
- "Thank you kindly sir. "
- "Excellent and well explained. --Thank you kindly. "
- "Awesome notes. I appreciate you."
- "I have the follow-up project and I will assign that to you very soon. "
Purchase this Solution
Free BrainMass Quizzes
Motivation
This tests some key elements of major motivation theories.
Business Processes
This quiz is intended to help business students better understand business processes, including those related to manufacturing and marketing. The questions focus on terms used to describe business processes and marketing activities.
Balance Sheet
The Fundamental Classified Balance Sheet. What to know to make it easy.
Marketing Management Philosophies Quiz
A test on how well a student understands the basic assumptions of marketers on buyers that will form a basis of their marketing strategies.
IPOs
This Quiz is compiled of questions that pertain to IPOs (Initial Public Offerings)