The paper "Job Characteristics Model, Techniques for Redesigning the Job" is a perfect example of business coursework. One of the jobs that I had during my early years of employment was a call center agent. At the onset, we underwent general training on the specific ways of responding to customer questions and inquiries. However, the need for service improvement as well as the continued growth of the sector resulted in the imposition of standard responses to questions from customers among all providers of customer service. My company, which I will not mention on the basis of anonymity was no exception.
We were instructed to give standardized responses to customer inquiries and questions. I started finding the job unattractive and boring following the imposition of the directive. The paper covers an individualized analysis of the job based on five job characteristics: skill variety, task identity, task significance, autonomy, and feedback. The paper also identifies techniques for redesigning the job. The Job Description Over the years, sociologists and social psychologists have studied job satisfaction. The additional support that the employee receives in the organization has turned out the reference basis for positive psychology as revealed by current studies.
Positive psychology emphasizes the role played by the behavioral component of an employee toward job satisfaction. Even though there exists several technics and approaches of analyzing work satisfaction, using job characteristics with reference to their influence on the level of happiness and satisfaction of the employee has turned out to be one of the most efficient approaches of analyzing job satisfaction and employee motivation. Work motivation emanates from the intrinsic satisfaction of the employee determined by task performance.
In essence, the Job Characteristics Model (JCM) enables the development of the “ human factor” aspect in the organization (Loher et al. 1995). Therefore, a connection exists between employee motivation or satisfaction and their perception of the meaningfulness of their roles, the responsibility of the employees toward the outcome of their roles, and their understanding pertaining to the outcome. Job Analysis In analyzing my job as a call agent, task significance was one of the characteristics that I considered. It refers to the perception of the employee regarding the meaningfulness of his or her tasks in the workplace (Hadi & Adil 2010).
One of the areas that I considered were my feelings after realizing that I had performed well on the job. In almost all the cases, I was impressed with every instance where I was capable of responding to all questions asked by a customer especially when the customer provided positive feedback to validate good performance. However, I found it disturbing when the customer did not provide feedback on the conversation as to whether it was helpful or not. Dealing with such customers left me with the internal concern that I was unable to address all that the client required and therefore needed more training on the expected questions and concerns raised by the customers of the organization.
In specific instances where I was able to receive feedback from the customer, I felt a generally positive attitude towards my opinion regarding the job. In essence, positive feedback from the customer guaranteed positive attitude regarding my opinion towards the job. However, a substantial proportion of employees did not find it necessary to give their feedback regarding their experience with the service agent.
As a result, I was unable to create a positive opinion about my role in the workplace in most cases.
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