Job Analysis of services department

HUMAN RESOURCE
MANAGEMENT

Job Analysis Report

By Hariom Pouddar
Job Analysis of services department

TABLE OF CONTENT

1.0 Introduction.....................................................................................................................3

2.0 Job Analysis Outline....................................................................................................... 4

3.0 Job Description................................................................................................................5

4.0 Job Analysis.................................................................................................................. 11

5.0 Job Analysis for Jobs of Study......................................................................................14

6.0 Advertainment Channel for Recruitment......................................................................16

7.0 Job Advertisement Poster..............................................................................................19

References................................................................................................................................23

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Job Analysis of services department

1.0 Introduction
Job analysis is the process of describing and recording aspects of jobs and specifying
the skills and other requirements necessary to perform the job. The main purposes of
conducting job analysis are:

 To prepare job description and job specification that further give conclusions
for job evaluation.
 To hire the right quality of workforce into the organization at right place, with
the right skills.

In the field of Human Resource (HR), job analysis is often used to gather information
for use in personnel selection, training, classification, compensation and salary. There
are several ways to conduct a job analysis, including:

 Group interviews
 Diary method
 Observation
 Interviews with incumbents and supervisors
 Questionnaires (structured, open-ended or both)
 Gathering background information such as duty statements or classification
specifications

However, none of these methods can give 100% perfect results hence in job analysis
conducted by Human Resource professionals, it is common to use more than one of
these methods or a combination of these methods to come out with the best results.
For example, the job analysts may tour the job site and observe workers performing
their jobs. During the tour, the analyst may collect materials that directly or indirectly
indicate required skills (duty statements, instructions, safety manuals, quality charts,
etc.). The analyst may then meet with a group of workers or incumbents. Finally, a
survey may be administered. In these cases, job analysts typically are
industrial/organizational psychologists or Human Resource Officers who have been
trained.

The following job analysis report illustrates the steps involved to identify the important
tasks, knowledge, skills and abilities that necessary to perform the job of study. The job
analysis that we conducted is also a combination of two methods. Two jobs from service
sector were chose in this study; Administrative Assistant and Customer Service
Representative and another two job from technical sector; Mechanical Technician and
Maintenance Engineer. The questionnaires are attached with the report.

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Job Analysis of services department

2.0 Job Analysis Outline

Jobs under study

Service Technical
 Customer care representative  Mechanical technician
 Administrative assistant  Maintenance engineer

Job Analysis Methods

Job Description

Job Specification

Job Advertainment Channel

Job Advertisement Poster

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Job Analysis of services department

3.0 Job Description

Job category Service

Job title Administrative Assistant
Job family Administration
Division Clerical
Department Management
Position Full-time
Job code 33416
Report to Admin Officer
Job description  Perform a variety of administrative and clerical tasks
 Provide support to the managers and employees
 Assist in daily office needs
 Manage the company’s general administrative activities
Responsibilities  Answering and directing phone calls
 Organize and schedule appointments
 Plan meetings and take detailed minutes
 Write and distribute email, correspondence memos, letters,
faxes and forms
 Assist in the preparation of regularly scheduled reports
 Maintain a filling system
 Update and maintain office policies and procedures
 Order office supplies and research new deals and suppliers
 Maintain contact lists
 Book travel arrangements and submit expense reports
Job specifications  Proven experience as an administrative assistant or office
Assistant
 Knowledge of office equipment, like printers and fax
Machines
 Proficiency in MS Office (MS Excel and MS Power Point)
 Excellent time management skills and ability to prioritize
Work
 Attention to detail and problem-solving skills
 Strong organizational skills with the ability to multi-task
 Additional qualification as an admin assistant or secretary/
high school diploma

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Job Analysis of services department

Job category Service

Job title Customer Care Representative
Job family Customer Service
Division Clerical
Department Operations
Position Full-time
Job code 42222
Report to Team Leader
Job description  Responsible for providing excellent customer care and
maintaining strong professional customer relationship via
phone and other media
 Assist customer with new orders, advise status of orders,
furnishes information on new products
 Communicate change in customer delivery schedules and
routing, including order deadline and delivery status
 Courteously and promptly resolves customer questions and
problems or properly refers them to appropriate personnel
 Remain in compliance with established performance metrics
that support the desired customer experience and assisting in
populating data into the Customer Care Relationship
Management (CRM)
 Provides support with populating other data tracking tool that
provides department leadership dashboard statistics
 Complete related records, reports and documentation
Responsibilities  Assumes responsibility for the accurate entry of customer
orders received orders by phone, fax, electronically and by
email, confirming that the order meets the minimum dollar
amount.
 Maintaining customer account information utilizing business
systems (WBS, UBS, CRM) and other established department
systems, tools, and documents.
 Processes orders for order deadline, including data entry and
remain available in the call queue to answer inbound calls.
Job specifications  Experienced in customer service, call centre and system
implementation
 Willingness to acquire knowledge of company products and
sales policies and procedures
 Proficient in MS including Excel, Word and Outlook
 Excellent communication skill, both verbal and written
 Pleasant phone manner
 Attention to detail

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Job Analysis of services department

Job category Technical

Job title Mechanical Technician
Job family Engineering
Division Mechanical
Department Mechanical Engineering
Position Full-time
Job code 31121
Report to Supervising Mechanical Technician
Job description  Oversee work completed by contract engineering techs,
internal maintenance, and outside contract trades during all
aspects of equipment installation and conversion such as
demolition, construction, installation, testing, and debug of
production equipment.
 Perform troubleshooting, process start-up, design, and
documentation of Mechanical and Electrical Systems for new
or modified production equipment.
 Read and interpret existing documentation to complete
drawing packages, installation checklists, machine part lists,
illustrations, and machine specs of production equipment.
 Provide direction to technicians to create and modify existing
documentation to complete drawing packages, installation
checklists, machine part lists, illustrations, and machine specs
of production equipment.
 Assist with mechanical equipment designs and layouts which
meet Corning Machine Drafting Standards on CAD based
formats. (AutoCAD® 2014, Inventor 2014)
Responsibilities Ongoing Tasks
 Read and interpret mechanical and electrical installation
checklists and schedules. Oversee, as appropriate, the usage
of these systems.
 Procure and expedite materials for new or modified
equipment.
 Specify or recommend vendors, and maintain close liaison
between vendor and plant.
 Assist with re-design mechanical components to reduce
installation cost, solve equipment interferences, and correct
inadequate designs.
 Prepare work orders and direct maintenance personnel and
outside contract trades in the fabrication, assembly, testing,
and installation of equipment.
 Create, review, and update installation documentation and
drawings as required.

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Job Analysis of services department

 Oversee initial equipment set-up and debug up to the point of

turnover to operations.
 Interface with all departments, as necessary, to ensure
efficient use and operation of equipment.
 Redline existing drawings and follow-up with drafting
services or oversee draftsmen as required to resolve design
issues.
 Provide third-level troubleshooting support, directing contract
engineering techs, and trades as necessary to replace defective
components and execute changes in design solve
equipment/process issues.

Project Tasks:
 Provide troubleshooting support in assigned areas.
 Take personal responsibility for all aspects of overseeing
equipment installation crews.
 Provide training to contract engineering techs, internal
maintenance, and outside contract trades on new equipment
installation procedures as required for successful execution of
installation activities.
 Analyse and correct equipment installation practices to
improve efficiencies, specifically directed toward enhancing
installation schedules.
 Develop cost reduction plans for the improvement of
installation projects.
 Provide sketches or marked-up drawings as dictated by
project and evolutionary equipment needs.
 Complete documentation packages to meet customer
requirements.
 Ensure updated documentation exists in assigned areas.
Job specifications  Equipment or software experience preferred: AutoCAD®
2014, Inventor 2014, Windows7, MS Office suite including
Power Point, Excel, Word, PC based systems, Pneumatic
systems and schematics, Motion Control systems, Automated
equipment systems experience
 Skill or work style preferred: Ability to work well with varied
job requirements, ability to work well with people essential,
presentation skills highly desirable, well organized, ability to
handle multiple priorities, results oriented.
 Unique or special requirements: Strong practical hands-on
mechanical aptitude (All positions require time on the floor
working on equipment), electro-mechanical troubleshooting
ability, proficient with pneumatic and electrical schematics,
process variable understanding: flow, temperature, rate,
pressure, level.

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Job Analysis of services department

Job category Technical

Job title Maintenance Engineer
Job family Engineering
Division Maintenance
Department Maintenance
Position Full-time
Job code 21429
Report to Maintenance Manager
Job description  Planning and undertaking scheduled maintenance
 Responding to breakdowns
 Diagnosing faults
 Repairing equipment
 Supervising engineering and technical staff
 Obtaining specialist components, fixtures or fittings
 Managing budgets
 Maintaining statistical and financial records
 Ensuring compliance with health and safety legislation
 Creating maintenance procedures
 Managing stocks of supplies and equipment.
Responsibilities  Participate in or lead detailed accident and incident
Investigations.
 Follow inspection, reliability, and maintenance activities to
oversight that they meet or exceed corporate, jurisdictional,
and compliance requirements.
 Engage site safety initiatives to support an injury-free work
Environment
 First point of contact for assigned production area equipment
issues and reliability improvements.
 Technical support for operations and daily maintenance work,
in-house or contracted work.
 Assist operations in troubleshooting technical equipment
issues.
 Prioritize corrective action resolution of area top ten list
equipment bad actor list
 Contributing to the development and communication of repair
plans to maintenance and operations that meet RAGAGEP
and improve overall reliability.
 Recommend and optimize PMs to improve life cost and
effectiveness.

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Job Analysis of services department

 Assist planner and operations in coordination and preparation

for planned shutdowns.
 Participate on area capital project teams as Maintenance
Representative, as needed.
 Facilitate RSD (spares, reliability strategy) process for new
assets, include operations, EHS, RE, and SRE.
 Utilize SRE to perform statistical analysis on bad actor
equipment and processes.
 Assist in developing scope for Reliability projects for
execution by The Reliability Project manager.
 Assist and support training of mechanics and operators on
reliability concepts, repair procedures, and equipment
operations.
 Assist planners in technical details of repair plans.
 Communicate technical issues and path forward to
management.
 Follow on site and off site fabrications and repairs to
oversight adherence to corporate design and construction
standards and RAGAGEP.
 Monitor KPIs (RCFAs, RCFA action items, leak WO,
Winterization WO, etc.).
 Support maintenance spending process through assisting in
prioritizing work orders for the areas assigned.
 Track or estimate any efficiencies gained through operational
changes. (i.e. scope containment, PM rightsizing)
Job specifications  Formal Engineering Degree Level or equivalent 3 years +
working in a manufacturing environment
 Familiar with project management gained in a manufacturing
Environment
 Familiar with reliability and maintenance principles such as
PM and PdM approaches, TPM, RCM.
 Familiar with fabrication, inspection, and repair requirements
of API, ASME, NBIC and state/local regulations
 Some knowledge of damage mechanisms leading to
equipment failure

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Job Analysis of services department

4.0 Job Analysis

Method of Job
Description
Analysis
Questionnaires Expert incumbents or supervisors often respond to questionnaires or surveys as a
part of job analysis. These questionnaires include task statements in the form of
worker behaviours. Subject matter experts are asked to rate each statement form
their experience on a number of different dimensions like importance to overall
job success, frequency performance and whether the task must be performed on
the first day of work or can be learned gradually on the job. Unlike the results of
observations and interviews, the questionnaire responses can be statistically
analysed to provide a more objective record of the components of the job. To a
greater and greater extent, these questionnaires and surveys are being
administered online to incumbents.

Interviews Interview is a method to collect a variety of information from an incumbent by

asking the incumbent to describe the tasks and duties performed. It is essential
to supplement observation by talking with incumbents. These interviews are
most effective when structured with a specific set of questions based on
observations, other analyses of the types of jobs in question, or prior discussions
with human resources representatives, trainers, or managers knowledgeable
about jobs. The advantage of this method is allowing the incumbent to describe
tasks and duties that are not observable. However, the incumbent may
exaggerate or omit tasks and duties.

Observations Direct observation is especially useful when jobs consist mainly of observable
physical activities—assembly-line worker and accounting clerk are examples. On
the other hand, observation is usually not appropriate when the job entails a lot of
mental activity– lawyer, design engineer. Nor is it useful if the employee only
occasionally engages in important activities, such as a nurse who handles
emergencies. And reactivity – the workers changing what he or she normally does
because you are watching can also be a problem. Managers often use direct
observation and interviewing together. One approach is to observe the worker on
the job during a complete work cycle. The cycle is the time it takes to complete the
job; it could be a minute for an assembly line worker or an hour, a day, or longer for
complex jobs. Here you take notes of all the job activities. Then, after accumulating
as much information as possible, you interview the worker. Ask the person to
clarify points understood and to explain what other activities he or she

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Job Analysis of services department

performs that you didn’t observe. You can also observe and interview
simultaneously, asking questions the worker performs his or her job.

Direct observation of incumbents performing their jobs enables the trained job
analyst to obtain first-hand knowledge and information about the job being
analysed. The observation method of job analysis is suited for jobs in which the
work behaviours are 1) observable involving some degree of movement on the
part of the incumbent, or 2) job tasks are short in duration allowing for many
observations to be made in a short period of time or a significant part of the job
can be observed in a short period of time, or 3) jobs in which the job analyst can
learn information about the job through observation. Jobs in which the
observation method is successful include:
 Machine Operator/Adjuster
 Construction Worker
 Police Officer/Patrol Officer
 Flight Attendant
 Bus Driver
 Housekeeper/Janitor
 Skilled Crafts Worker

Advantages
 The trained job analyst can obtain first-hand knowledge and information
about the job being analysed. Other job analysis methods (such as the
interview or questionnaire) only allow the job analyst to indirectly obtain
this information. Thus, with other methods of job analysis, sources of error
(omissions or exaggerations) are introduced either by the incumbent being
interviewed or by items on the questionnaire. With direct observation of
the incumbent, these sources of error are eliminated.
 Direct observation allows the job analyst to see (and in some cases
experience) the work environment, tools and equipment used,
interrelationships with other workers, and complexity of the job.
 Direct observation of incumbents may be necessary to support testimony if the
incumbent or applicant for the job has sued the employer. A job analysis is
necessary to support personnel actions that were taken. However, the job
analysis may be of limited value if the job analyst has not seen the incumbent

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Job Analysis of services department

perform the job. In other words, relying solely on the incumbent's

description of their job may not withstand scrutiny in a court of law.
 Testimony about jobs personally done is direct testimony and not subject to
hearsay rules.

Disadvantages
 The presence of an observer may affect the incumbent causing the
incumbent to alter their normal work behaviour. It is important for the
analyst to be unobtrusive in their observations. Incumbents may alter their
work behaviour if they know they are being observed.
 This method is not appropriate for jobs that involve significant amounts of
time spent in concentration or mental effort.

Participant Another approach is to ask workers to keep a diary/log of what they do during the
Diary/Logs day. For every activity he or she engages in, the employee records the activity
(along with the time) in a log. This can produce a very complete picture of the
job, especially when supplemented with subsequent interviews with the worker
and the supervisor. The employees, of course might try to exaggerate some
activities and underplay others. However, the detailed, chronological nature of
the log tends to mediate against this. Some firms take a high tech approach to
dairy/logs. They give employees pocket dictating machines and pagers. Then at
random times during the day, they page the workers, who dictate what they are
doing at that time. His approach can avoid one pitfall of the traditional diary/log
method: relying on workers to remember what they did hours earlier when they
complete their logs at the end of the day.

Electronic Work Profiling System (WPS) is designed to help employers accomplish human
Analysis resource functions. The job analysis is designed to yield reports targeted toward
Method various human resource functions such as individual development planning,
employee selection, and job description. There are three versions of the WPS tied
to types of occupations: managerial, service, and technical occupations. The WPS
is computer-administered on-site at a company. It contains a structured
questionnaire which measures ability and personality attributes in areas such as
Hearing Skills, Sight, Taste, Smell, Touch, Body Coordination, Verbal Skills,
Number Skills, Complex Management Skills, Personality, and Team Role.

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Job Analysis of services department

5.0 Job Analysis for Jobs of Study

Method of Job Analysis

Job of Study Participant Electronic Justification
Questionnaires Interview Observation
Diary/Logs Analysis
Administrative  Other than keeping a diary or log, an administrative
Assistant assistant can also be interviewed to achieve a
successful job analysis
 It is important for an admin assistant to keep track
of her/his every activity on a log book or system as

  her/his job scope is mainly to provide support,

assist, plan and managing the company’s general
admin activities.
 In order to make sure there is no missing sight of
her/his work in the log book, an interview can be
carried out to ensure that every detail activities
were acknowledge precisely by the job analyst.
Customer Care  A customer care representative’s job scope is
Representative mainly dealing with customers; to communicate,

 assist and provide support to the customers where

their manners and attitude towards the customers
are crucial elements to ensure a good company’s
profile

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Job Analysis of services department

 Observing her/his job may give a good respond to

the job analyst because it involves a short period
time of observation in a short duration of work
 She/he can be directly evaluated based on their
attitude towards the customers, respond to their
enquiries and requests and also the time taken to
solve any problems related to the customers
Mechanical  The scope of work of a mechanical technician
Technician involved short duration job tasks where many
observations can be done in a short period of time
 Observation method allows the job analyst to see
the work environment, tools and equipment used
  and also complexity of the job on the spot
 After the observation, the job analyst can continue
with an interview with the worker to clarify the
point understood
 The interview also aimed to explain what other
activities that were not observed during the work
Maintenance  Questionnaires method is suitable for expert
Engineer incumbents like a maintenance engineer
  It focuses on the job success and performance and
also on the worker’s behaviour which is an
important element for an engineer

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Job Analysis of services department

6.0 Advertisement Channel for Recruitment

Advertisement is an advertising strategy that appeals to the audience by

engaging them using entertaining mediums, such as songs, movies, television, games,
and electronic communication. Advertisement was first developed in the mid-1990s
as a response to technology that recorded television shows, allowing the watchers to
skip the commercials. Advertisers were paying for air time, but were reaching a
smaller audience. There are several channels of advertisement that are applicable in
the country, as shown in the following pie chart:

Recruitment Channels Distribution

20%
Company Career Site
37%
Job Notification of Agent

LinkedIn Career Pages

17% Online Groups (LinkedIn, Yahoo,

Google+, etc.)
Employer Reviews
(Glassdoor,Vault, Great Rated!)
15% 11%

Career sites have been popular research tools for job seekers of all ages and
both genders, for years. Candidates expect far more from the company’s site than they
used to and expect to find the vacancy instantly. A recruiting company should provide
a readily available career site and has all the features and information candidates look
for. Easy to find, modern design and compatible to the company’s overall look are
some of the important features to seek for a candidate’s attention. Keep the
company’s career website at the leading edge of candidate experience will increase
the visibility as an employer and leave a good impression on potential applicants.

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Job Analysis of services department

Job alert are a sign of high engagement with the employer brand and can provide
a lot of information within a notification. Candidates opt-in to these notifications, so they
have already researched the company and have a strong interest in working.
LinkedIn is by far the most popular social professional network, with over 414
million members and millions of company pages. Almost one third of The Talent
Board’s respondents chose LinkedIn Career Pages as a top source of job opportunity
research. Its popularity with candidates and its insights into both passive and active
candidates, make it an indispensable tool for tech-savvy recruiters.
Next on candidates’ list of valuable research channels was online groups,
typically those within social networks like LinkedIn and Google+ or online
communities like Reddit. The opportunity to connect with fellow job seekers, or those
gainfully employed, who share a common interest or skill is very appealing to
candidates today. Employers who successfully engage with, or even create, some of
these groups without becoming too heavy handed can create a space to build
connections with potential applicants and spread their employer brand.
Some of these channels may sound relatively simple to focus on. However, the
Talent Board found that over the last year, employers have been reducing their
investments in social media (and mobile). At the same time, many employers have been
increasing their investments in job boards and career fairs, neither of which came close to
the top five choices for candidates. Their research also found that 76% of candidates
prefer to conduct job opportunity research across multiple channels. The candidates’
recruiters are after are increasingly independent and motivated job seekers, eager to find
opportunities through their own methods based on modern technologies. Talent
acquisition strategies that want to proactively respond to these candidate preferences
would do well to invest in the recruitment channels that candidates prefer, while
continuing to build their employer brand and their online connections.

Based on the pie chart above, it can be concluded that the needs for
advertisement channel for recruitment may change according to the trend of
technology from time to time. In order to find the most suitable method, a lot of
marketing strategy research are required to be done. There some advertainment
channels that might be suitable for job recruitment as listed in the following table:

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Job Analysis of services department

Advertainment Channels Description/Reason

The local paper often has a classifieds section where local job-
seekers look to find their next career move. This is a good medium
to use if the type of role that an employer’s advertising requires

Local newspaper people who need to be based locally (e.g. young people who cannot
drive/travel far for work). One of the downsides to advertising in
the newspaper is that there’s often not a lot of space to fit a good
job description and it can be expensive.

There are many online job boards in Malaysia, some of the biggest
are JobStreet and JobsMalaysia, but there are also some industry-
specific boards that can help us target the right candidates. Online

Online job board job boards have a very wide reach – anyone in Malaysia can search
for jobs like us. Due to the reach of online job boards, we can be
inundated with applications, leaving a lot of resumes to read
through.

Using a website to advertise the job can give a chance for a good
candidate to be familiar with the company and understand the
industry. This also gives the opportunity for good internal
Company candidates to apply, if they don’t already know about the vacancy.
website/newsletter If the role isn’t too controversial, include the ad (or a link) in the
customer newsletter. This will likely be going to people who are
involved in the industry in some way and helps to spread the word
that we are hiring in the right networks.

Social Media is another source of potential candidates. If a

company has a Facebook page or Twitter feed, it can post a version
of the advert (or a link) and encourage their ‘followers’ to share

Social media with their networks.

Professional networks, such as LinkedIn can be used to get the
word out about the vacancy – encourage the colleagues and staff to
share the ad to their networks too.

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Job Analysis of services department

7.0 Job Advertisement Poster

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