Short Paper: Internal Consistency at Customers First
Lilia Sandoval
Southern New Hampshire University
Course: OL-620 Total Rewards
Linda Jenkins
July 3, 2022
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Short Paper: Internal Consistency at Customers First
Job Analysis and Job Evaluation
Job analysis and job evaluation will help Customers First. The current issue that the
company is facing is that some customer service representatives (CSRs) are getting paid more
than others due to a new contract. Making supervisors worried if this isn't fixed may lower their
retention rates. Job analysis helps you understand the duties and skills needed to perform in a
certain job position. Deborah has learned that there are some CSRs with different levels of
responsibilities and skills but hold the same job title (Martocchio, 2015, pg.144). Performing a
job analysis will provide Deborah with a more detailed job description and help these CSRs with
different levels of responsibilities and a proper and different job title. After understanding what
position is responsible for what a job evaluation will then determine the appropriate pay rate. For
example, the CSPs that had a higher level of responsibility is now called CSR leads. They
should not be getting paid the same as a CSR because of the higher level of responsibility and
performing this job evaluation will help determine how much of a pay increase they will receive.
Which will then reduce the complaint about the unequal pay for CSRs and overturn the retention
rate.
Joan's View on Job Analysis and Job Evaluation
Joan's view of the job analysis and job evaluation will limit the flexibility in the marketplace,
which will make it harder to find certain skilled people for the job, which is time-consuming. This
is a concern to Joan because when they receive a new client contract Customers First must
quickly hire the "right" skill set employee. Joan is putting the client's contract needs before her
own employees. Therefore, it is important for companies to have human resources to bring to
light the current situations of their own staff members and warn the company's president, like
Joan, that if this continues, she is at risk of losing most of her employees and putting a bad
reputation on the company's name.
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Recommendations
Compensation professionals should follow through with the job analysis and job
evaluation. As human resources (HR) hiring and retaining talented employees is our priory.
Deborah is aware of the inequities in the pay especially knowing that the male is being paid
more than the females, which as a company is very discriminating. Deborah first should push for
the job analysis. This will provide a detailed description of what job titles need to be changed or
added and what they are all responsible for. After a job analysis, Deborah can conduct a pay
audit. Which most certainly reveals that Customers First needs a compensation change. One
way or another these employees deserve to be paid fairly and not based on how the par market
is at the time of hire. For this company to