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Internal Consistency At Customers First Case Study

1637 Words7 Pages

Katerin Romero
Short Paper: Internal Consistency at Customers First
Southern New Hampshire University
February 12, 2017 Customer First is a company that provides Customer Service representation for small-to-medium organizations through an online customer service center and call centers. In the startup of the company, Customer First had a small group of selected customer service representatives who at the time were hired to make slightly above what the lowest pay permitted by law. As the years went by and the company gained its customer base and reputation, an increase of Customer Service Representatives were contracted at a higher rate of pay. The new Director of Human Resources at Customers First, Deborah Ketson shared her ideas of a …show more content…

This requested arrangement of occupations speaks to the employment structure or chain of command. Organizations depend on a basic yet key guideline for building internally consistent compensation systems: Jobs that require higher capabilities, more obligations, and more complex work obligations. Internally by having a consistent job structure that identifies the differences in different roles and the skill sets required allows HR to set pay accordingly (Martocchio, 2015). In the case of Deborah, having the ability to create internal consistent job structures through a job analysis and job evaluation will allow job descriptions and establish pay differentials among the employees at Customer First. “Job descriptions summarize a job’s purpose and list its tasks, duties, and responsibilities, as well as the skills, knowledge, and abilities necessary to perform the job at a minimum level” (Martocchio, …show more content…

I feel that despite the fact that both Joan and Deborah have diverse alternatives on what ought to be done they will find that the greater part of their worries are legitimate. Joan's concerns are based on external impact and Deborah's concerns are based on internal value. Both perspectives should be taken into consideration when creating the compensation plan. Both Joan and Deborah have the advantage that the concerns each have can be combined to benefit one another to achieve the end

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