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Utilizing the theories of job design, such as job enlargement, job rotation, and job reengineering, please provide how you would improve an existing job of customer service professional at a leading credit card company.
A customer service professional is expected to undertake…
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DB1 Performance Management and Employee Services al Affiliation DB1 Performance Management and Employee Services Case Job Design
Utilizing the theories of job design, such as job enlargement, job rotation, and job reengineering, please provide how you would improve an existing job of customer service professional at a leading credit card company.
A customer service professional is expected to undertake basic responsibilities which include interacting with the organizations’ clientele to address inquiries, complaints, or provide needed information regarding the products or services being offered (Writing, 2014). To improve an existing job of a customer service professional (CSP) at a leading credit card company, the theories of job design, particularly that of job rotation and job re-engineering could be utilized. For instance, job rotation would enable CSPs to assume varied tasks in focusing on a particular aspect of the product being offered (credit cards). At one point in time, a CSP could address issues regarding billing and payments. Then, in the next time frame, the CSP could address challenging complaints. The theory of job rotation would assist in breaking monotony and routine and would make the job more challenging and rewarding. Concurrently, job reengineering is a way to reinvent the tasks to make them more challenging or motivating. As such, CSP’s job could be reengineered to include addressing concerns of the clientele in the field setting (in banks or supermarkets).
How would you improve this person’s job through rewards or incentives?
The CSP’s job could be improved through rewards or incentives by designing standards of performance, as benchmarks; and providing bonuses or opportunities for promotion for consistently performing above average and excelling in the performance of the job. Through the job characteristics model (JCM) which “identifies the job characteristics of skill variety, autonomy, task significance, task identity and feedback, and the outcomes of high job performance, high job satisfaction, high intrinsic motivation, and low absenteeism or turnover” (Web Finance, Inc., 2014, p. 1). Thus, through the provision of incentives including job rotation and job reengineering, CSPs would perceive the job as challenging and would aim to satisfy the customers more. Through feedback, their performance could be monitored and gauged and exemplary performance is rewarded through bonuses or promotions. The principles of scientific management could be incorporated through customer feedback that provides information on efficiency and effectiveness in undertaking their responsibilities and achieving organizational goals.
How could the improvement of this persons job impact the customer experience?
The improvement of the CSP’s job would impact on customer service through the design and provision of appropriate rewards (and sanctions, as needed). As such, when CSPs are motivated, their productivity and performances improve; as such, these are reverberated to customers through friendlier service, more efficient responses, and projecting a positive corporate image to the organization, as a whole.
Web Finance, Inc. (2014). Job Characteristics Model. Retrieved from Business Dictionary:
Writing, A. (2014). Duties & Responsibilities of a Customer Service Representative. Retrieved from Read More
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