B1 PERFORMANCE MANAGEMENT AND EMPLOYEE SERVICES

CASE 1

As a human resources manager, job design is an important piece of your overall strategy to retain employees and promote employee satisfaction. address the following:
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.
How would you improve this personas job through rewards or incentives?
Make sure to include the Job Characteristics Model and Scientific Management in your response.
How could the improvement of this persons job impact the customer experience?

CASE 2

Some organizations may have detailed strategies for measuring product quality and customer satisfaction but do not put the same emphasis on employee performance expectations.
Discuss the possible consequences for an organization that does not use sound performance expectations as part of its organizational behavior strategy. How could this affect the hiring and recruiting outcomes?
How could this affect evaluation, compensation, and promotion outcomes?
What possible financial consequences could the organization experience?