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Instructions Introduction The purpose of this paper is to provide you with an opportunity to “flex” your human resource management (HRM) knowledge and skills

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Instructions Introduction The purpose of this paper is to provide you with an opportunity to “flex” your human resource management (HRM) knowledge and skills. This paper provides you with an opportunity to dive deeper into a functional area of HRM. Step One: Read the Background Information for the Company and the Job Read the Overview of the Company, Job Description, Job Specifications, and Additional Information on the Job and Organization sections. In these sections, you will find background information about the fictitious company I have created for the purposes of this assignment, as well as background information on the job in question. This information represents will be important for your paper. Use the company and job information to provide contextual clues that can help you diagnose and critically evaluate problems, and ultimately provide recommendations to the company. Step Two: Read Task Descriptions For this paper, you will complete one (and only one) task. Read through the different task descriptions to help you decide which task to select. Step Three: Select a Task After reading the different task descriptions, select the task that you would like to complete. Remember, you will only complete one task. For example, if you select the recruitment task, then you will be responsible for completing the task described in the Recruitment Task Description section. You are not responsible for knowing any information contained in any other tasks beyond the one to which you are assigned. You are, however, responsible for using and leveraging the information found in the Overview of the Company, Job Description, Job Specifications, and Additional Information on the Job and Organization sections, which you read for Step One. Step Four: Conduct Literature Review To complete your task, you will evaluate the problem at hand and make recommendations by reviewing relevant academic research; this process will help you interpret the challenge(s)/problem(s) faced by the organization and make recommendations to address those challenge(s)/problem(s). You will need to review at least three peer-reviewed journal articles and provide corresponding citations and references. Your textbook does not count as a peer-reviewed source. Your three peer-reviewed journal articles must come from journals that appear on the List of Approved Peer-Reviewed Journals. Step Five: Write Paper When writing the paper, use the structure provided in the Rubric & Grading section. In addition, be sure to use APA style when citing and referencing sources, which appears in the Guide to APA-Style Citations & References section.

 

Overview of the Company

Mission Statement: At BusinessIQ, we aim to make the world a better place by providing datadriven insights to ever-evolving problems. Core Values: • Communication: We’re not your typical data-analytics and -management company. We know how to translate complex findings into comprehensible and effective actions. • Knowledge: Businesses change and analytics evolve. Our employees engage in continuous knowledge building to keep up with the times and to envision the future. • Respect: We treat employees like family and customers like friends. Respect is the name of our game. • Fairness & Inclusion: Everyone deserves a great place to work. We use our diversity and equity goals as our compass. Organizational History: BusinessIQ develops and provides off-the-shelf and custom data-analytics and -management platforms for small, medium, and large companies. Currently, its clients include retail giants like Target and Wall-Mart, as well as successful startups like Lob and Momentum Machines. BusinessIQ was established in 2009 by two sisters, Sandra and Susan Miller. Initially, the Millers developed data-analytics and -management software programs from Sandra’s home in Southeast Portland, but by 2010, their client base had grown to the point that they required additional support and office space. Between 2010 and 2012, BusinessIQ moved into a renovated building in McMinnville, Oregon, and grew the total workforce to about 250 employees. Prior to 2014, customers downloaded software from the company’s website for a one-time fee and received very limited customer support. That approach came to an end in 2014 when the company shifted to a software as a service (SaaS) model. Using the SaaS model, BusinessIQ began to offer annual software licenses through a subscription-based approach. That is, rather than allowing customers to download the software to their own servers and computers, BusinessIQ now hosts the software via the cloud, and as a welcome change for customers, provides robust customer support. With this new model in place, the Customer Service Representative job has become increasingly important to BusinessIQ’s success. To that end, the company created 50 new Customer Service Representative (CSR) positions in the first year, and as of October 1, 2018, there are 85 CSR positions. Current Strategic Initiative: In an effort to differentiate BusinessIQ from its competitors, the executive team has decided that the company should strive for unrivaled customer support and service. Their logic is as follows: Many companies offer data-analytics and -management products and services, but few have a diverse group of CSRs who know how to effectively explain complex data-analytics and -management concepts and findings to customers. The current 85 CSRs, however, lack the knowledge and skills necessary to provide high-quality and highly-technical customer support. Further, a recent engagement survey revealed that a large proportion of the CSRs are highly dissatisfied and unmotivated, and find the work environment to be very distracting. Moreover, the company must recruit and hire an additional 170 CSRs to meet the needs of the growing customer base. As such, the 5 4 executive team is ready to invest heavily in job design, recruitment, selection, and training for the CSR job. The HR department is up to the challenge and plans to complete the following tasks: • Job Design: Redesign the CSR job to make it more motivating and satisfying for employees, and redesign the work environment to reduce distractions. • Recruitment: Design a recruitment system to fill the applicant pool with a diverse and talented group of individuals. • Selection: Design a selection system to hire high-potential applicants for the CSR job. • Training: Train existing CSRs on the knowledge and skills necessary to deliver high-quality and highly-technical customer support. You are only responsible for completing one of the four tasks, and other professionals in your HR department will complete the other tasks. Job Analysis: Fortunately, a team of job analysts has already performed a recent and rigorous job analysis for the CSR job. Using the Task-KSAO analysis framework, the job analysis team collected information regarding required tasks and KSAOs from O*NET (www.onetonline.org), archival information, interviews with subject matter experts (e.g., job incumbents, supervisors), and task and KSAO surveys. Based on the findings, the job analysis team created the job description and job specifications for the CSR job

 

OPTION 2:

Recruitment Task Description To meet the demands of a growing customer base, BusinessIQ must increase the number of Customer Service Representatives (CSRs) by 170 individuals. You recognize that you must design a new recruitment system in order to generate a large pool of diverse and talented applicants who fit the job and who are likely to accept an offer if selected. To get you started, job analysts completed a rigorous job analysis on October 2, 2018, which resulted in an up-to-date job description and up-todate job specifications. The job description provides you with information regarding CSRs current job responsibilities in terms of the critical tasks, and the job specifications outline the knowledge, skills, abilities, and other characteristics required for performing CSR job responsibilities, as well as the work conditions. You have a great deal of freedom when it comes to designing the new recruitment system. With that said, you must design a recruitment system that fills the applicant pool with as many diverse and qualified applicants as possible, and with as many applicants who fit the position and who are likely to accept a job offer. To view the grading rubric, please refer to the end of this document.