How they select individuals for customer service jobs

Reference no: EM133373606

Case Study: Hiring reliable and skilled personnel is an important and difficult process for many managers. Gathering the right information is critical to a manager trying to choose the right person for the job. The first thing the manager must know are the tasks, duties, and responsibilities associated with the job, along with knowledge, skills, and abilities a person needs to have in order to perform the job well. A job analysis is needed to ensure managers have the correct information for evaluation of applicants to get the job-person fit. The information gained from the job analysis may not be enough to guarantee this fit. Other information, such as company core values and operating philosophy, are also needed to ensure the compatibility.

Instructions

For a medical assistant identify the most important knowledge, skills, abilities, and other characteristics needed for someone doing the job to succeed.

Next, identify which methods you might use to find candidates with these qualities. Would you use applications, interviews, cognitive or ability tests, work samples, or another means of evaluation? Provide rationale for the methods chosen, and justify the cost and time required for each.

After you identify the selection criteria and methods, validate your choice by checking with a currently working organization. Interview a manager who employs someone in the job you chose. For example, if the job you selected is customer service, go to a local business to learn how they select individuals for customer service jobs.

Compare your thoughts with what you learned from the company you visited.

Question: Identify the reasons for any discrepancies between the two approaches. Are they valid? Would you change your approach based on what you learned? Why or why not?

Reference no: EM133373606

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