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Definition: Standards used to make evaluative judgments about objects, people, or events. Criteria serve as the basis by which judgments can be made. An example - Waiter/Waitress
Many different criteria can be (and are) applied:
General speed. Friendliness Being Observant (e.g., noticing empty glasses). Appearance Dependability
Graphic Example
Graphic Example
Relevance
The boss is present for many of the assistant s activities, and the assistant s performance presumably has a direct impact on the boss s ability to perform his own job.
Uses of Criteria
Training success Selection Promotions Raises Employee feedback In effect, every major decision made is based on some criteria. Due to this wide use, the quality of criteria is very important.
Job Analysis
Definition - A process undertaken to determine the responsibilities of a job and the associated knowledge, skill, and ability requirements (KSAs). Why conduct a job analysis?
Criterion Development (e.g., performance appraisal) Reduction of role conflict and ambiguity. Personnel Selection Training Design Wage and salary determinations.
Job Analysis
What is a job?
Job Family - A group of generally similar jobs. Job - group of positions which are similar enough to warrant one analysis, may cover one or many people. Position - A specific person s set of tasks (Every person in an organization has a different position). Task - work activity
Example
Job Family - Autoworker Job - Assembly Line Worker Position - Welder Task - Welds together body panels using blow torch.
Job Analysis
Sources of Job Information Existing written material (e.g., training manuals, job descriptions, etc ). Observe individuals doing the job. Interview Subject Matter Experts (SMEs)
Incumbents - employees currently in the job (preferably those who have a lot of experience). Supervisors Trainers Previous incumbents (preferably those who have only recently moved out of the job).
Job Analysis
How do you choose?
Availability - often your choice is limited. Who you interview usually depends on who s available at the time. Motivation - Who will be motivated to provide complete information? Objectivity - Are there reasons why a particular SME would be biased?
Often try to have multiple sources of information to validate the information collected.
Task Statements
Task statements should tell what the work is (verb), how it is done, to whom or what and why. They should begin with a strong verb. Examples Sorts correspondence forms and reports in order to facilitate filing them alphabetically. Informs next shift supervisor of departmental status through written or verbal reports.
Linkage Analysis unites the two basic types of job analysis information: task and workoriented. Examines relationships between KSAOs and tasks performed.
KSAs
Knowledge: what the person needs to know in order to perform the job.
Example: Knowledge of the restaurant s menu.
Skill: What the person needs to know how to do in order to perform the job.
Example: Skill in being able to handle customer complaints in a polite and courteous fashion.
Abilities: what the person needs to be able to do in order to perform the job.
Example: Ability to carry a full serving tray over one s head for several minutes at a time.
KSA Examples
Knowledge of vehicle paints, primers, and sealant and their application. Knowledge of local building codes. Knowledge of database software. Skill in reading a blueprint. Skill in operating a cash register. Ability to remain objective and professional in stressful or personally unpleasant interpersonal situations. Ability to work quickly.
Interview Tips
Explain what you are doing and why. Start with a basic idea so you can ask some leading questions. It is difficult (impossible?) for people to remember and state every tasks and KSA. By asking the right questions, you will get fewer omissions. Interview in a quiet place where there won t be as many interruptions. Don t be afraid of silence - your interviewee needs time to think.
Fleishman s 52 abilities
Examples: oral expression, reaction time, selective attention
Disadvantages
Often only part of the story. Meaning may not be straight-forward (Example: turnover). Better for some jobs than others.
Developing Criteria
Bartender Performance
What kinds of objective criteria could you use?
What did the employee do that made you think she or he was a good or poor performer?
Example: the employee picked up the sick server s tables and waited on them in addition to his regular tables. The service he provided to all tables was excellent.