Pa QUESTION 1 (17) Read the following case study and answer the questions that follow: Job design and analysis Luke is 23 and he was very pleased when he landed the job as a sales consultant at Tony's Better Connection, a cell phone outlet in a large shopping mall. His colleague, Eat SC ASSESSOR MODERATOR Tracy, had been working at Tony's for two months as a sales consultant. Luke knew a lot about cell phones, and so he quickly adapted to the product range and felt comfortable in his dealings with customers. On Luke's first day, he was given a list of duties. Tony expected him to perform as a sales assistant. This included achieving sales targets (including phones, accessories, airtime), customer satisfaction (sales and queries), remaining up to date on new products, monitoring stock, reporting on sales (weekly and monthly), and general admin, liaison with suppliers, and customer follow-ups. Regardless of the long hours (9 am-6pm), plus work on Saturdays and Sundays, Luke enjoyed his job, and together with Tracey formed an excellent team. The business grew, which increased the administrative burden, and owing to a large number of customers, complaints were also increasing. For the first time, minor arguments began to erupt within the team, and a feeling of frustration became apparent. In addition, Tony had requested Luke to service some of the faulty phones that were returned, to cut servicing expenses. Tony also announced that he wanted Tracey to focus on the admin and that Luke should deal primarily with customers and service phones with minor problems. The increasing number of customers and queries had taken its toll on Luke and for the first time, Tony had to approach him to tell him that he had received customer complaints and that there were not adequate follow-ups being done on customers. Further, complaints had also been received about cell phone repairs taking too long and being dealt with poorly. The increase in the number of customers, the added pressure of repairs, customer complaints, and longer hours Luke had to put in to achieve targets, had an adverse effect on his morale and health. Luke started developing headaches and found it difficult to be patient and friendly towards customers, especially those minor complaints and who were ignorant of technology. Luke's headaches became much worse when he found that Tracey was pregnant and would shortly be going on maternity leave. How was he going to cope with all the administration? Perhaps it was time to look for other employment. Page 2 1.1 Assume you are the HR consultant hired by Tony's company; what are the problems you will address and what advice would you give to Tony? 7 1.2. Job analysis is on the basis of many HR activities. Identify the data collecting methods of job analysis you would use to do job analysis of Luke's current job 5 1.3. (a). Define job design. (b). What role does Job Design play in the case of Luke's position in the job. 5 Question 2. (23) Read the following case studies and answer the questions that follow: Recruitment and selection Neil Armstrong was the first man to land on the moon on 16 July 1969. Everything was perfectly planned and in the finest detail because the slightest error could cost lives and could result in a failed mission to perform a manned lunar landing. After eight days in space, the spacecraft re-entered the earth's atmosphere on 24 July 1969 without mishap and splashed into the ocean from where it was picked up. A serious story told very simply, but it is a success story and the planning that took place to launch such a successful trip into space was mind-boggling. Planning the workforce was a mission in itself - the numbers of scientists and engineers, the best in the world had to be recruited, along with the medical staff, technicians and even the cleaners. It was a tribute to the planners, including the workforce planners that everything went so smoothly. The recruiting techniques were fine examples of most of the methods still in use today because it came down to the demand and supply of the best in the world for this mission of astronauts and all the people involved - yes, also Page 3 Cab thew ASSESSOR MODERATOR the person serving tea and coffee had to do it correctly. No wonder Neil Armstrong regarded it as one of the greatest shows on earth. 2.1 In your own word, explain the following HR terms: (a). "Workforce planning" in the case study. (b). Recruitment (c). Selection. 3 2.2. Discuss the advantages and disadvantages of external recruitment. 10 2.3. In the perspective of HR, (a). explain "Labour market" (b). What are the sources of the labour market? Briefly explain these sources. (c). From the case study, what constitutes the sources of the mission's labour market? 10 Question 3 (10) 3.1. Describe the elements necessary for a successful career management effort. 5 3.2 Examine the problem that typically confront employees when seeking to advance their careers. 5 Page 4