This video will discuss the importance of and how to do a job analysis, in order to write job descriptions and interview questions.
- True story, I once received a call from a small business owner, who literally wanted to hire me to help him fire an employee. He didn't want to do it, so he was looking for someone else to do it on his behalf. When I asked why he wanted to fire this employee, the owner said the employee wasn't meeting his expectations. When I asked the owner how he communicated his expectations to this employee, the owner didn't have an answer. Turned out, he hadn't communicated them at all. I convinced the owner to hire me to write job descriptions, and help him set expectations.
We agreed that if after all of that, the employee still wasn't doing well, I would indeed take on the responsibility of firing that employee, and you know what, I never had to. I started my process with a job analysis. Even if you're not starting from scratch, like I was, analysis are important because I promise, you don't know everything there is to know about all of the jobs in your organization. That means, for example, you can't hire into open positions as well as you could, if you started your recruiting efforts off with a job analysis.
A great place to start in collecting data is by interviewing employees, managers, and leaders, as well as customers. You could also review any documents related to the job, observe people doing their work, or you could conduct focus groups. Also, try sending out a questionnaire, or asking employees to keep work logs for a week, so you can better understand their jobs. Before you do anything, it is important to be very transparent about why you need this information, and assure everyone that the information you collect will not be used against them.
Clarify that the information will be used to make their lives better. The kind of information your looking for in analyzing could vary depending on your needs, but if you're looking for the full picture of a job, you should be looking at job requirements, job tasks and responsibilities, and knowledge, skills, and abilities required to do the job, we call those KSA's, as well as experience needed. You should also try to understand the job environment, the equipment used, and performance standards. It's also good to learn what the people who interact with that job need from a person filling it.
Once you conduct your job analysis, you can take what you learn to rework your job descriptions, and ensure they are accurate. Moving forward, you will want your managers to touch base with each employee on their job descriptions during the annual performance evaluations. This can help you ensure that they remain accurate and up to date. You can also use what you learned in your analysis for all kinds of other things too, including writing interview questions and recruiting, exploring turnover, and classifying employees as exempt or non-exempt.
You can also use it for succession planning, setting performance standards and compensation, and understanding training needs. For example, another client of mine had high turnover in their customer service department, and hired me to help him with retention. After assuring everyone I was just there to learn, and help retain employees, I spent some time observing and interviewing the customer service reps. From there, I sent out a questionnaire to learn what skills they had, what made them great at their jobs, and what skills would help them be even better.
What I discovered in the job analysis was that because of the industry, the customer service representatives were working with highly stressed out customers, and that was the cause of the turnover. It was like every single call was what any other company would classify as an escalated complaint. We adjusted the job description to include, ability to work with high stress customers all day every day, every single day, and offer them excellent customer service despite their emotional state. In terms of the interview process, we added questions to address that ability, and we added four hours of observing and listening into calls.
This helped us weed out people who weren't cut out for this particular type of customer service. Check out the exercise files for a job aid, to help you through the job analysis, sample questions you could ask in your job analysis interviews, and some sample behavior-based interview questions.
- Tying HR to your company's vision and mission
- Strategic planning
- Measuring training program success
- Building engagement
- Creating culture