Discussion Case -Internal Consistency at Customers First After 3 months in her new role as Director of Human Resources (HR) at Customers First, Deborah Ketson feels confident she has identified the significant HR issues at the company. She has prioritized the issues and is meeting with company president Joan Bates to make her recommendations. Deborah is prepared to discuss her top priority, which is to conduct an organization wide job analysis and job evaluation project in order to start building a more internally consistent pay structure. Customer First is a company that provides customer service for other companies. Small to medium sized companies outsource their customer service function to Customer First, which manages all customer service for their clients though a call center and also via an online customer service center. The company works with a diverse group of clients ranging from small retail stores to larger on line retailers. Customer First has grown quickly in the five year since Joan started the company, and now employs more than 150 customer service reps and other support staff... The Companys quick growth has led to several problem with its compensation structure. Much of the companys hiring has occurred in response to a new contract, and pay was set based on the current market rate for CSRs in order to attract the right talent. For example an early client was a small retail store that needed fairly simple customer support. Four CSRs were hired and their pay was set up slightly above minimum wage. In comparison, a more recent client required hiring 18 CSRs. The labor market was competitive at the time, and the company hired these 18 new employees at a pay rate well above what others at the company were paid. Such variance has occurred often in the hiring processes, resulting in groups of CSRs at much different levels of pay for doing similar work. Deborah has heard many complaints from the supervisors about inequities in pay and has learned that there are some CSRs with different levels of responsibilities and skills but all hold the same job title. Deborah wants to do a job analysis and job evaluation to ensure an internally consistent compensation structure. She has shared her recommendations with Joan, but met with resistance.

What do you recommend Customers First do? Why? **Full page answer please**