Rapp's Parts is a small machine shop that makes custom parts for manufacturers in the metropolitan area where it is located. For 20 years, Erin was the office assistant. She was hired to fill a position that involved keeping track of customers' orders and purchasing supplies. After Erin retired, the company hired another office assistant to perform the same tasks. Soon afterward, however, the company's owner began hearing from frustrated customers complaining that when they called the company with questions and problems, no one was taking responsibility and helping them as Erin had. What problem with job analysis is most likely to have occurred when Erin retired?
A) Rapp's Parts should have engaged in downsizing so fewer employees could get the work done.
B) When hiring the new employee, Rapp's Parts failed to use the fixed job description found on O*Net.
C) Rapp's Parts wasn't adaptable, although its environment was subject to change.
D) Erin took on customer service duties, but the job description didn't reflect the change.
E) The company didn't prevent Erin from changing her job based on personal preferences.

Question

Quizplus · Accepted Answer

The problem with job analysis that is most likely to have occurred when Erin retired is that Erin took on customer service duties, but the job description didn't reflect the change. As a result, the new employee who was hired to perform the same tasks as Erin may not have been aware of the additional responsibilities that Erin had taken on, leading to frustrated customers who were not receiving the same level of service they had come to expect.

Rapp's Parts Is a Small Machine Shop That Makes Custom