Jnana Bharathi Campus, P.O.

Malathalli, Bangalore 560 056

HUMAN CAPITAL MANAGEMENT

PROJECT: 01

TITLE:- DEVOLOPING JOB DECRIPTION AND JOB SPECIFICATION FOR

CUSTOMER CARE EXECUTIVE IN A TELE SERVICE COMPANY

SUBMITTED TO:-

Dr. Archana Thulasidharan

Faculty, IIPM, BANGALORE

SUBMITTED BY

VEERESH NAIK B
1st MBA, 2nd SEM
IIPM, BANGALORE
Contents
Module: - 01 INTRODUCTION
1.1 Job Analysis
1.2 Components Of Job Analysis
1.3 Purpose Of Job Analysis
1.4 Job Design
1.5 Factors of Job Analysis
1.6 Approaches Job Analysis

Module: - 02 Methodology
2.1 Objective
2.2 Methods of Data Collection
2.2.1 Questionnaire
2.2.2 Interview

Module: - 03 Job Analysis of Talk Parrot Company Limited.

3.1 Job Description
3.1.1 Job Title
3.1.2 Location
3.1.3 Job Summary
3.1.4 Duties and Responsibilities
3.1.5 Machine and Tool Equipments
3.1.6 Supervision Given and Received
3.1.7 Working Conditions
3.1.8 Sub Ordinates
3.1.9 Salary Range
3.1.10 Hazards

3.2 Job Specification

3.2.1 Knowledge
3.2.2 Skills
3.2.3 Ability
3.2.4 Qualification
A job analysis is conducted in order to identify the knowledge, skills, and ability that an
individual in an particular job or occupation ought to have. Within a test development effort,
a well conducted job analysis helps provide for the validity of the test that is later developed.
The job analysis contributes to test validity by ensuring that the critical aspects of the job
become the domain of content that the test measures.

1.1 Job analysis

Meaning and definition of Job analysis
Job analysis refers to a complete and organised study of jobs to understand the
characteristics of people to be hired for vacant position in an organisation. It is a
process of gathering essential job related information and its analysis. It helps the
organisation in transforming the functional goals being developed into some specific
human activity.
According to Edwin B. Flippo, “job analysis is the process of studying and
collecting information relating to the operation and responsibilities of specific job”.

According to dale Yoder, “Job analysis is the procedure by which the facts
with respect to each job are systematically, discovered and noted. It is sometimes
called “job study” suggesting the care with which tasks, processes, responsibilities
and personnel requirements are investigation”

1.2 Components of Job Analysis

Job Description: A job description is a document that describes the general
tasks, and other related duties and responsibilities of the position. It may specify the
functionary to whom the position reports such as qualification and skills needed by
the person in the job.

Job specification:
A statement of employee characteristics and qualification required for satisfactory
performance of defined duties and tasks comprising a specific job function. Job
specification is derived from job analysis.

1.3 purpose of job analysis

 Human Resource planning
 Recruitment
 Selection
 Placement and orientation
 Training and development
 Counselling
 Employee safety
 Performance Appraisal
 Job Design and Re-design
 Job evaluation
 Compensation and benefits
1.4 Job Design
The term job design refers to the way the tasks are combined to form a complete job.
It can defined as building the specifications of the position, contents, methods and
relationship of the job in order to satisfy technological and organisational
requirements as well as the social and personal requirements of the job holder.

1.5 Factors of job design

1. Organisational factor
2. Environmental factor
3. Behavioural Factor

1. Organisational factor: It includes the following:

1. Characteristics of Task: job design requires the assembly of a number of
tasks into a job or a group of jobs. An individual may carry out one main task which
consists of a number of interrelated element or function. The internal structure of
each tasks consists of three elements:
a. Planning
b. Executing
c. Controlling

2. Work flow: The flow of work is an organisation is strongly influenced by the

nature of product or service. The product
or service usually suggest the sequence and balance between job if the work is
to be done efficiently.

3. Ergonomics: This is concerned with the designing and shaping jobs to fit the
physical abilities and characteristics of individuals so that they can perform their job
effectively. Ergonomics helps employers to design jobs in such a way that workers
physical abilities and job demand balanced.

4. Work practices: These are set way of performing work. These methods may arise
from tradition or the collective wishes of employees.

2. Environmental factors:
1. Employee Abilities and availability: Efficiency consideration must be
balanced against the abilities and availability of the people who are to do work.

2. Social and cultural expectation: Literacy, knowledge and awareness among

workers have improved considerably, so also their expectation from the jobs. Hence, jobs
must be designed to meet the expectation of workers.
 3. Behavioural Factors: Behavioural factors have to do with human needs and the
necessity to satisfy them. Higher level needs are more significant in this context.
Individual inspired by high level needs find jobs challenging and satisfying which are
high on the following dimensions.

1. Feedback: Individual must receive meaningful feedback about their performance,

preferably by evaluating their own performance and defining the feedback. This implies
that they should ideally work on a complete product or a significant part of it

2. Autonomy: This is being responsible for what one does. It is the freedom to control
one’s response to environment. Job that give workers authority to make decisions will
provide added responsibilities, which tend to increase the employees sense of recognition
and self esteem.

3. Use of ability: Workers perform jobs effectively that offer them opportunity to
make use of their abilities. Worker fined such jobs as interesting and challenging.

4. Variety: Lack of variety, or say doing the same work, cause boredom which,
In turn, leads to fatigue. Fatigue causes mistakes and accidents. But by incorporating
elements of variety in the job, boredom, fatigue and mistake can be avoided and the job
can be done in more effective and efficient manner.

1.6 Approaches for job design

1. Job Enlargement: Job enlargement consists of making a job larger scope by
combining additional tasks activities into each through expansion. This is called
horizontal loading. It job enlargement is naturally opposite to work simplification.
Adding more tasks or duties to a job does not mean that new skills and abilities
are needed to perform it.
2. Job simplification: A given job is broken down into small sub parts and each
part is assigned to one individual. To more specific, work simplification involves.
I. Mechanical pacing of work,
II. Repetitive work process , such as those on an assembly line,
III. Working on only part of a product,
IV. Predetermining tools and techniques,
V. Few skills requirements.
3. Job Rotation: Like job enlargement, job rotation also as a motivational
strategy. In job rotation, a worker moves from one job to another, at the same
level, that has similar skill requirements job rotation reduce the boredom and
monotony through changing employee’s activities.
4. Job Enrichment: An enriched job will have more responsibility and
autonomy, more variety of tasks, and more growth opportunities. The employee
does more planning and controlling with less supervision but self evaluation. In
other words, what the supervisor has been doing till now will now be done by the
worker.
Module 2: Methodology

2.1Objectives:-
 Work simplification:-a job may be analyzed to simplify the process and methods
involved in it. This will mean redesigning the job. Work simplification helps to
improve productivity of personnel.
 Establishment of standards of performance:- in order to hire the personnel
on a scientific basis, it is very necessary to determine in advance a standard of
performance with which applicant can be compared.
 Support to other personnel activities: - job analysis provides support to other
personnel activities such as recruitment, selection, training ,development performance
appraisal , job evaluation.

2.2 Methods of Collecting Job Analysis Data:

Job analysis can be conducted using various techniques.
Methods of Collecting Job Analysis Data

Questionnaires Interview

2.2.1 Questionnaires: This of collecting data is very time consuming and difficult, but
still clerical workers use this method on a large scale. Under this method, the job holder are
asked to provide the entire significant data regarding their job in written form their own
words. It is a of gathering information about any job through mail survey.

2.2.2 Interview: In this method, the interview is carried out usually outside the
organisation in which interviewees are either called one by one or in a group. The
information given by all the interviewees is combined together to have a clear picture of the
job.
 JOB ANALYSI OF TALK PARROT COMPANY LIMITED

Talk parrot company ltd

(Choose your life, lose your limits)

Organization structure
Managing director

CEO

Executive director
HR

Supervisor

Customer care executive

Vision
 Our vision sets out our ambition to deliver connectivity and innovative
services to improve people’s livelihoods and quality of life.
 Deliver the superior value to the all stake holders of the company.
 Provide happiness to customers always.
Mission
 To maintain professional and ethical relationship between both the suppliers
and customers.
 Satisfy the needs of the customers through providing better product and
services.
 Error free services delivery with special offers and service

Objectives
 To ensure the operational empowerment
 Reliable and transparent to deal with.
 Making sure that all share holders are influenced by company’s product and
services
 Make sure communication are legitimate
 Pricing policies and affordability.

Goals
 Increase the profit margin.
 Improve employee skills.
 Create the more quality of services and products.
 Creation of uniqueness.
 Increase the market revenue.
 Increase the brand awareness.
Job analysis of idea customer care executive

JOB DESCRIPTION

JOB TITLE-Front end executive

LOCATION- Bangalore

JOB SUMMARY-customer care executive are required to answer incoming calls

from customers for various reasons take orders, answer inquiries, resolve complaints
and provide information. Customer care executive can be hired by information
technologies companies and work for their clients, or by companies themselves’

DUTIES AND RESPONSIBILITIES- customer handling, provide good

service, sales and services, department maintenance.

MACHINE TOOLS EQUIPMENTS- computers, telephones, headphones.

SUPERVISION GIVEN AND RECEIVED-

 Customer care executive will not give any supervision to subordinates.
 Customer care executive will give suggestion from higher officers
 They will report the customers problems which they can’t able to solve.
 They will receive supervision from higher authority
 How to handle the customers
 What all task they are required to do
 organizational goals
 Organizational culture
 WORKING CONDITIONS-
 Working hours will be from 9AM to 6PM.
 Targets will be given
 They need to work under pressure.
 Working layout will be given (office).
 No shifts.
 Air conditioned offices.

SALARY RANGE- 150000lakh per annum

SUBORDINATES - one subordinate.

HAZARDS – nil.

JOB SPECIFACATION

KNOWLEDGE:
 computer knowledge (excel, word, internet access, etc)
 customer handling knowledge
 Familiar with CRM system and practices
SKILLS
 Communication skills
 Customer handling skill

ABILITY
 Patience
 Handling the customers
 QULIFICATION
 Bachelor’s Degree in any specialization (B.com).
 For promotion they required “post graduation”.

WORK EXPERIENCE-
 Experience no need they provide job for fresher also.
MODULE:-03 JOB ANALYSIS OF TALK PARROT COMPANY
LIMITED
Talk parrot company ltd

Choose your life, lose your limits

3.1 JOB DECRIPTION

3.1.1 JOB TITLE- Customer care executive

3.1.2 LOCATION- Bangalore (Location will be given near to employees resident
address)

3.1.3 JOB SUMMARY- answer calls professionally to provide information

about product and services, take/ cancel orders, or obtain details of complaints. Keep
records of customer interaction and transactions, recording details of inquiries,
complaints, and comments, as well as auction taken. Process orders, forms and
applications. Follow up to ensure that appropriate actions were taken on customers’
requests. Refer unresolved customer grievances or special requests to designated
departments for further investigation.
3.1.4 DUTIES AND RESPONSIBILITIES-
 Customer handling, provide good service, sales and services, department
maintenance.
 Open and maintain customer accounts by recording account information (job
enlargement)
 Resolve product or service problems by clarifying the customer's complaint;
determining the cause of the problem; selecting and explaining the best solution to
solve the problem; expediting correction or adjustment; following up to ensure
resolution(job enlargement)
 Maintain financial accounts by processing customer adjustments (job enrichment)
 Recommend potential products or services to management by collecting customer
information and analyzing customer needs (job enrichment)
 Contribute to team effort by accomplishing related results as needed (job
enlargement)
 Identify and assess customers’ needs to achieve satisfaction (job enlargement)
 Build sustainable relationships of trust through open and interactive communication
(job enlargement)
 Provide accurate, valid and complete information by using the right methods/tools
(job enlargement)
 Handle complaints, provide appropriate solutions and alternatives within the time
limits and follow up to ensure (job enlargement)
 Keep records of customer interactions, process customer accounts and file documents
(job enlargement)
 Follow communication procedures, guidelines and policies (job enlargement)
 Resolve customer complaints via phone, email, mail or social media (job
enlargement)
 Take payment information and other pertinent information such as addresses and
phone numbers (job enlargement)
 Answer questions about warranties or terms of sale (job enlargement)
 Suggest solutions when a product malfunctions (job enlargement)
 Inform customer of deals and promotions (job enlargement)
 Utilize computer technology to handle high call volumes (job enlargement)
 Work with customer service manager to ensure proper customer service is being
delivered (job enlargement)
 Close out or open call records (job enlargement)
 Compile reports on overall customer satisfaction (job enlargement)
 Read from scripts (job enrichment)
 Handle changes in policies or renewals (job enrichment).
 Resolve customer complaints via phone, email, mail or social media Requirements.
 (Job enlargement).

3.1.5 MACHINE TOOLS EQUIPMENTS-- computers, telephones,

headphones.

3.1.6 SUPERVISION GIVEN AND RECEIVED –customer care

executive will give supervision to subordinates.
 Customer care executive will get suggestion from higher officers
 Customer care executive will report to higher authority the
customers problems which they can’t able to solve.
 They will receive supervision from higher authority
 How to handle the customers
 What all task they are required to do
 organizational goals
 Organizational culture

3.1.7WORKING CONDITIONS- Working hours vary according to the sector but

are generally quite long, with the pressure to meet targets making late finishes a regular
part of the job, especially at the end of the employer's financial quarter or year.
 Part-time work may be available.
3.1.8 SUBORDINATES- 2 members

3.1.9 SALARY RANGE- Rs 2, 00,000 per annum

3.1.10 HAZARDS- NIL

3.2 JOB SPECIFICATION

3.2.1 KNOWLEDGE-
 Product knowledge

 Market knowledge
 Computer knowledge

3.2.2 SKILLS
 Communication skills
 Customer handling skill
 Excellent communication and presentation skills
 Strong phone contact handling skills and active listening
 Emphasizing excellence
 Energy level
 Prospecting skills
 Creativity
 Independence
 Client relationship

3.2.3 ABILITY
 Patience
 Handling the customers
 Familiar with CRM systems and practices
 Resolving Conflict
 Multitask
 Negotiation
 Positive Attitude
 Attention to Detail
 People Oriented
 Analysis
 Problem Solving
 3.2.4 QULIFICATION
 Bachelor’s Degree in any specialization (B.com).
 For promotion they required “post graduation”.

3.2.5 WORK EXPERIENCE-

 Experience 6 months to 2 years.

MODULE: - 04 CONCLUSION: - the conclusion of the whole discussion is that the

main purpose of conducting a job analysis is to prepare job description and job specification
which in tum helps to hire the right quality of workforce in to the organisation at right place
and with the right skills. job description and job specification further gives conclusions for
job evaluation. This information is used to design effective job. To design effective job we
should keep balance between efficiency and behavioural elements. Efficiency element
emphasizes productivity and behavioural element focus on employee needs. In our job
analysis a branch manager is a leader of the branch. The process that an organisation uses to
create job description may not be optimal. There is no method for it which can give perfect
results but through combination of method and careful analysis one can have good result
experience is needed for analyzing job.
From job analysis specific details of what is the being done and the skills utilized in the job
are obtained. Job analysis enables the managers to understand jobs and job structure to
improve work flow or develop techniques to improve productivity.

THANK YOU