Job Analysis at Go Forward Harvard Case Solution & Analysis

Case Summary:

Go forward is one of the largest and fastest growing computer retailers in USA. Presently, the company is functioning with 442 stores and is going to expand its business in the next two years. Go Forward wants to bring improvements in the customer service in order to build the long-term relationship with the customers that would benefit both; the company as well as the customers.

Presently, the company is facing the issue of high turnover rate. There is also the shortage of store related staff especially store managers. Sometimes, the company has to hire the staff from other hiring firms that increase the cost. The Company has hired Yong Kim, an HR executive, to evaluate the hiring process and provide training to the store managers. The Company also wants Yong Kim to analyze the reasons for leaving the job at the faster rate, the job requirements for the position of store managers, and develop training modules accordingly.

Problem Statement:

How can Go Forward decrease the high employees’ turnover and increase their employees’ loyalty to achieve the better customer service by meeting customers’ requirements and increase the consumer market by attracting more customers?

Currently, the strategy of the company has failed to increase employees’ loyalty, efficiency, and effectiveness. What steps HR can take and form strategies to decrease high employees’ turnover, increase employees’ loyalty, and create customer service better?

Job Analysis

Job analysis is a set of procedures to identify the content of a job in terms of activities involved and or requirements of the job needed to perform those activities. Job analysis provides information to organizations that help them in determining the best person for the specific job. The reason of conducting job analysis is to prepare job descriptions and job specifications which help the organization to hire the right workforce. Performing the job analysis is the foundation for bringing improvements including: definition of a job domain; description of a job; development of performance appraisals, selection systems, promotion criteria, training needs assessment, and compensation plan.

Job Analysis Approaches:

There are two approaches to job analysis; task-oriented and worker-oriented. Task oriented is the old approach and is mainly focused on work duties, responsibilities, and functions. Worker oriented approach is the modern approach and focuses on the human attributes needed to perform the job successfully.

Job Analysis Methods:

The methods of doing job analysis are observations, interviews, and questionnaires. The analyst observes an employee and records all his performed and non-performed task, responsibilities and duties, methods, ways and skills used by him to perform those duties and his mental or emotional ability to handle challenges and risks in observation method. In an interview, an employee is interviewed in order to know his working styles, problems faced by him, use of particular skills and techniques while performing his tasks and insecurities and fears about his careers. Another method is job analysis, in which employees are asked to fill a questionnaire from their superiors and managers. This method suffers from personal biasness. A great care should be taken while framing questions for different grades of employees.


In this case, the requirement of Go Forward for the position of store managers is MBA or at least three years of experience. In the modern world, MBA is important for any managerial position and its significance cannot be neglected because you know well how to perform your management related tasks. MBA graduate is fully aware of using different methods, techniques and strategies to perform the tasks, utilize the resources of the organization properly to achieve your goal, motivate and lead people being the store manager. MBA graduate is also fully aware of different strategies and tactics to please the customer and making customer service better.

Yong Kim can use worker-oriented approach as it is being used in most of the organizations today. The workers’ oriented approach is designed by their backgrounds; knowledge, skills, abilities and other characteristics. Worker-oriented job analyses tend to provide more generalized human behavior and behavior patterns. Workers’ oriented approach also helps in finding the strength and weaknesses of the workers and then jobs are assigned to them that results in increasing their productivity and efficiency. The job of the store managers can be designed according to their skills, knowledge they have got from MBA and abilities so that they could perform their responsibilities.......................

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