Linkage of Job Analysis to Performance Management: A Case Study

This paper is aimed at developing a valid performance management tool based on an accurate, detailed, thorough and thoughtful functional job analysis methodology set on North American human resources standards' approved job fact sheet, job analysis questionnaire, task statements' sheet, job duties, job statements and job specifications that were identified. Based on which, key knowledge, skills, abilities and other attributes (KSAO's) from the task inventory and task statements were subsequently derived. A performance management tool based on an absolute rating system using graphic rating scales was designed along with definition of job performance dimensions for a ‘requisite' customer care representative position based on the KSAO's derived. The job analysis carried out not only assures managers that a valid performance management instrument can be developed based on a job analysis, but also demonstrates to HR Managers how systematic human resource decisions can be based on approaches adopted in this research.