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A fast expanding local bank is reviewing its current operation in its customer call centre unit. With the high demands from the bank's customers in all market segments and with a cost reduction strategy as one of the bank's key objectives to remain competitive, the senior management team has requested the Head of Human Resource to review the possibility of outsourcing its call centre unit to an independent service provider within the country or outside the country. In order to have a comprehensive study of the job roles in the call centre unit, the Head of Human Resource decides to conduct a strategic job analysis process on the unit.
(a) What are the impact of this strategic job analysis on the execution of the cost reduction strategy and the decision to outsource the call centre unit?
(b) Which TWO job analysis methods that the Head of Human Resource should be using in order to produce the analysis outcome in the most comprehensive and objective manner? Why choose these 2 methods?
(c) What are the TWO recommend statistical forecasting tools that the Head of Human Resource should use in order to forecast the bank's demand on the staffing requirement for the call centre unit for the next five (5) years. What is the rationale of these two recommendations?
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