St.

Mary’s University
School of Graduate Studies
Masters of Project Management

Human Resources Management

Individual Assignments

By: Hermela Tedla

ID NO: SGS/0220/2012A
Section: A
Table of Contents
1. Introduction.....................................................................................................................3

2. Job Description......................................................................................................................4

2.1 Administrative Assistant..................................................................................................4

2.2 Customer Care Representative.........................................................................................5
3. Job Analysis..........................................................................................................................7

4. Advertisement Channel for Recruitment..........................................................................10

References................................................................................................................................12

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1. 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 purpose 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.

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 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.

2. Job Description

2.1 Administrative Assistant

Job category Service

Job title Administrative Assistant
Job family Administration
Division Clerical
Department Management
Position Full-time
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

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 • 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
2.2 Customer Care Representative

Job category Service

Job title Customer Care Representative
Job family Customer Service
Division Clerical
Department Operations
Position Full-time
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

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 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 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

3. Job Analysis

Method of Job
Description
Analysis

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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 behaviors. 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
analyzed 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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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
analyzed. The observation method of job analysis is suited for jobs in which the
work behaviors 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.

Advantages

• The trained job analyst can obtain first-hand knowledge and information
about the job being analyzed. 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

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.

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 • 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 behavior. It is important for the
analyst to be unobtrusive in their observations. Incumbents may alter their
work behavior 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 day. For every activity he or she engages in, the employee records the
Diary/Logs
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.

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4. Advertisement Channel for Recruitment

Advertisement is an advertising strategy that appeals to the audience by engaging

those 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.

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.
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.

Advertisement Channels Description/Reason

Local newspaper The local paper often has a classifieds section where local
jobseekers 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 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.
Online job board There are many online job boards in Ethiopia, some of the biggest
are Ethiojobs and Etcareers, but there are also some industry
specific boards that can help us target the right candidates. Online
job boards have a very wide reach – anyone in Ethiopia 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.

Company Using a website to advertise the job can give a chance for a good
candidate to be familiar with the company and understand the
website/newsletter
industry. This also gives the opportunity for good internal
candidates to apply, if they don’t already know about the vacancy.
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 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
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.
References

1. https://job-analysis.net/G011.htm https://www.citeman.com/3185-methods-of
collecting-job-analysis-information-2.html http://www.hr-
guide.com/data/G012.htm https://job-analysis.net/G013.htm
https://en.wikipedia.org/wiki/Job_analysis
2. https://www.slideshare.net/misbah91/job-analysis-report-12007372?qid=3e9fe2d7-9332-
405f-8d67be26db1df7db&v=&b=&from_search=2
3. https://www.careerbuilder.com/job/J3T54P6KFM4VGX05565?
ipath=JRG24&searchid=7c447ddfcca3-43ba-937c-2943595589e6&siteid=cbnsv
4. https://www.careerbuilder.com/job/J3M85X6M00FTQZ1YPYB?
ipath=JRG38&searchid=99b5861a-
5. 8f1e-4384-a878-6a83e8abd4f9&siteid=cbnsv
https://www.careerbuilder.com/job/J3S3HW72NPSZJLBPPG2?
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7. http://study.com/academy/lesson/advertainment-examples-lesson-quiz.html
https://www.jibe.com/ddr/by-the-numbers-5-recruitment-channels-you-should-
optimize-in-
8. 2016/ http://www.skillsroad.com.au/employers/recruitment-
advice/advertising