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Internal Consistency at Customers First: Director of Human Resources (Case Study Sample)


After 3 months in her new role as Director of Human Resources (HR) at Customers First, Deborah Ketson feels confident she has identified the significant HR issues at the company. She has prioritized the issues and is meeting with company president Joan Bates to make her recommendations. Deborah is prepared to discuss her top priority, which is to conduct an organization-wide job analysis and job evaluation project in order to start building a more internally consistent pay structure.

Customers First is a company that provides customer service for other companies. Small-to-medium- sized companies outsource their customer service function to Customers First, which manages all customer service for their clients through a call center and also via an online customer service center. The company works with a diverse group of clients ranging from small retail stores to larger online retailers. Customers First has grown quickly in the 5 years since Joan started the company, and now employs more than 150 customer service representatives (CSRs) and other support staff.


Internal consistency
1) What is your opinion on Joan's view on job analysis and job evaluation?
To begin with, Joan is of the opinion that the ideas and suggestions brought forth by Deborah, are not only time-consuming but also likely to be problematic. This is because it will likely ruffle feathers at the workplace, especially with the other members of staff. Fundamentally, the point was that it would result to the utilization of more manpower during the processes of job analysis as well as evaluation. According to Joan, the deployment of more personnel was the best option therein. From a personal perspective, I don't agree with Joan's proposition over the whole matter. It should be noted here that the company's pay structure is basically inconsistent and thereby unstable to some extent (Delener, 2012).
When more staff comes in, there wou

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