University of Management and Technology

Course Title: MANAGMENT

Assignment No.04
Course Instructor: Sumaira Aslam-

Section: Q.C. A Program: B.COM (hons) Date: 07-2-2023

Student ID & Name:
Najaf Hussain (F2022419005 )
Maximum Marks: 10
Muhammad Ammar f2022419006
Arshiyan Ali f2022419007

Instructions: Give your own answers do not copy or paste from other members it will be
marked straight zero.

JOB CHARACTERISTICS MODEL

Job Title: Retail Store Sales Associate

Job Summary:
The Retail Store Sales Associate is responsible for providing excellent customer service and
ensuring the highest level of customer satisfaction. This role involves promoting, selling and
upselling products to customers, as well as assisting with product selection and queries.

Skills and Qualifications:

• High school diploma
• Previous retail experience preferred
• Ability to stand for long periods of time
• Excellent interpersonal, communication and customer service skills
• Ability to work with minimal supervision
• Ability to work in a fast

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Task Identity:
The Retail Store Sales Associate is responsible for providing exceptional customer service,
accurately ringing up purchases, helping customers find the products they need, and maintaining
a neat and organized store.

Redesigned Job:
The Retail Store Sales Associate is responsible for providing excellent customer service,
accurately and efficiently ringing up purchases, helping customers find the right products for
their needs, and ensuring the store is kept neat and organized. The Retail Store Sales Associate is
also responsible for engaging customers in meaningful conversations, providing product
information and advice, and creating a positive shopping experience. The Retail Store Sales
Associate is also responsible for proactively seeking out ways to increase customer satisfaction,
providing feedback to store management, and participating in store promotional activities.

Task Significance:
The Retail Store Sales Associate plays a critical role in the success of a retail store. They are
responsible for providing customer service, assisting customers with their purchases, and helping
to ensure that the store runs smoothly and efficiently.

Redesigned Job:
The Retail Store Sales Associate is responsible for providing excellent customer service,
assisting customers with their purchases, and ensuring that the store is running optimally. They
will build relationships with customers and strive to provide a positive shopping experience.
They will be knowledgeable about all of the store’s products, and will use their expertise to help
customers find the best products for their needs. They will use upselling techniques to increase
store sales, and will be able to identify and address customer concerns. They will also be
responsible for maintaining store cleanliness, stocking shelves, and ensuring that all products are
properly labeled and priced. In addition, they will be responsible for taking inventory and
ensuring that the store is compliant with all applicable laws and regulations.

Autonomy:
• Develop and implement customer service and sales strategies that maximize customer
satisfaction, customer retention, and store profitability
• Monitor sales performance, customer feedback, and customer trends to continuously improve
service and sales approaches
• Utilize customer relationship management (CRM) tools to track customer activity, preferences,
and feedback
• Proactively engage customers to build relationships, identify needs, and help them find the best
product or offer to meet those needs

Redesigned Job:
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 Schedule, manage, and maintain store operations, such as customer service, inventory control, and
product stocking • Train and mentor new sales associates and customer service representatives •
Analyze customer data to identify customer segments and target customer groups for marketing and
sales initiatives • Provide feedback to store management on customer service, sales, and product needs.

Feedback:
The job characteristic model for a retail store sales associate can provide valuable feedback on the
job's demands and rewards. It can help assess the work's demands by evaluating the tasks, skills, and
knowledge required of the sales associate. It can also evaluate the rewards associated with the job such
as job satisfaction, recognition, and advancement opportunities. Overall, the job characteristic model can

provide a comprehensive assessment of the job and its associated rewards and demands.

Redesigned Job:
1. Implement a customer-focused training program for sales associates that emphasizes
customer service, product knowledge, and understanding of the store's policies.

2. Create a rewards system to recognize and reward sales associates for meeting
customer service goals.

3. Allow sales associates to make decisions on the spot, such as making returns or
allowing exceptions to store policies, to make the customer experience more personal.

4. Allow sales associates to cross-sell other products based on customer needs.

5. Provide sales associates with tools to help customers, such as mobile tablets to look
up product information or provide customers with product comparisons.

Job Title: Utility Company Meter Data Collector

Job summary Redesighn:

The Utility Company Meter Data Collector is responsible for collecting and accurately
recording meter readings from customers in our service area. The successful candidate
will be expected to travel to customer sites, read from various types of meters, take
accurate readings, and record the data into our system.

Skills Redesighn:
• Great communication and customer service skills
• Strong organizational and problem-solving skills
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• Ability to work independently with minimal supervision
• Ability to read and interpret technical documents
• Knowledge of safety procedures and safety equipment
• Knowledge of company’s products and services
• Knowledge of digital and analog meters
• Proficient in Microsoft Office products

Task identity Redesighn:

• Ensure safety of customer premises and all equipment by adhering to safety protocols
• Collect and maintain accurate records of usage and meter readings
• Utilize hand-held devices to read and store data information
• Perform accurate data entry in customer accounts
• Troubleshoot and resolve customer inquiries related to meter readings
• Inspect and report damaged, malfunctioning, and tampered meters
• Liaise with customer service personnel to ensure proper handling of customer
inquiries

Autonomy Redesighn:
The job of a Utility Company Meter Reader can be redesigned to provide more
autonomy and job characteristics. The new job duties may include:

• Collecting, verifying, and entering data from utility meters in a timely and accurate
manner
• Performing scheduled inspections of utility meters to ensure accuracy
• Troubleshooting any issues that arise with utility meters
• Working with customers to resolve meter-related problems
• Installing and maintaining electronic monitoring systems
• Maintaining detailed records of all meter readings

Feedback Redesighn:
1. Utilize technology to allow the Meter Reader to read meters remotely, eliminating the
need for on-site visits.

2. Introduce a system of incentives and rewards to motivate Meter Readers to complete

their tasks quickly and accurately.

3. Increase the level of customer service provided by Meter Readers, such as providing
helpful advice and responding to customer inquiries.

4. Utilize data analytics to identify and address issues before they become problems.

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5. Create a streamlined workflow for Meter Readers, making it easier for them to
quickly and accurately complete their task.

Job Title: Cashier at a Discount Store

Job Summary Redesighn:

The role of the cashier at a discount store is to provide excellent customer service by
facilitating transactions, answering customer inquiries, and maintaining a clean and
organized checkout area.

Job Skills Redesighn:

• High school diploma or equivalent.
• Retail experience preferred.
• Ability to stand for long periods of time.
• Ability to effectively communicate, both verbally and in writing.
• Ability to multitask and remain organized in a busy environment.
• Working knowledge of basic computer applications.
• Working knowledge of cash register and

Task Identity Redesighn:

Primary Responsibilities:

1. Greet customers in a friendly and professional manner.

2. Scan items and enter prices into the cash register.
3. Process payments accurately and efficiently.
4. Issue receipts, refunds, and credits to customers.

Additional Responsibilities:

1. Handle customer returns and exchanges.

2. Assist with opening and closing procedures.
3. Monitor customer behavior and alert store management if needed.
4. Operate cash registers, credit card machines, and other electronic equipment.
5. Use customer service skills to resolve customer complaints.

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Autonomy Redesighn :
The cashier would be given more autonomy by allowing them to assist customers in
making purchasing decisions through suggesting items for sale and providing discount
information. They can also provide customer service to help customers resolve any
issues with their purchases.

Feedback Redesighn :
The cashier should be given meaningful feedback on their performance, both in the
form of customer feedback and in the form of performance reviews. This would help
the cashier understand what they can do to improve their performance and become
more effective in their job.

REPORT FOR EACH JOB

Job Title: Retail Store Sales Associate

Establish client Relationship:

A Retail Store Sales Associate can make customers relationships by providing excellent
customer service and creating a positive customer experience. This includes being
friendly and approachable, offering helpful advice and assistance, and answering any
questions the customer might have. The associate should also be willing to go the extra
mile to make sure the customer leaves happy and satisfied. Additionally, the sales
associate can create a customer relationship by following up with the customer after
their purchase to ensure that the customer is pleased with the product or service.

Form natural work unite:

A Retail Store Sales Associate forms natural work units by working with customers to
understand their needs and helping them find the best products and services to meet
those needs. They also provide customer service and build relationships with customers
to ensure their satisfaction and loyalty. Sales Associates may also be responsible for
maintaining the store's visual merchandising, stocking shelves, and processing
payments. Additionally, they may assist in training new associates, promoting products
and services, and providing feedback to management.

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Job Title: Utility Company Meter Data Collector

combine task:
A utility meter reader can combine tasks by using a variety of tools and technologies.
For example, they can use handheld devices to collect and store data from meters.
They can also use software to analyze the data and identify trends or problems.
Additionally, they can use GPS tracking to keep track of their progress and more
efficiently route their route. Finally, they may use mobile applications to track and
report their progress, allowing them to stay on top of their workload.

Establish client relationship:

A utility meter reader can establish a client relationship by providing consistent, high-
quality customer service. This includes responding quickly to any inquiries or requests
from the customer, being available to answer questions, and providing accurate and up-
to-date information about the services the customer is receiving. The meter reader
should also strive to build a strong rapport with the customer by showing a genuine
interest in their needs and concerns. Building a relationship based on trust and respect
will help ensure the customer has a positive experience with the utility meter reader
and is more likely to remain a customer in the future.

Job Title: Cashier at a Discount Store

Establish client relationship:

A cashier at a discount store can build client relationships by providing excellent
customer service. This can include greeting customers when they approach the register,
engaging in conversation with customers, answering questions, and offering helpful
suggestions. The cashier should also be friendly, polite, and patient when dealing with
customers. Additionally, the cashier should take the time to thank customers for their
business and wish them a good day. By taking the time to build relationships with
customers, the cashier can create a positive and welcoming environment that
encourages customers to return.

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Open feedback channel:
The cashier at a discount store can open a feedback channel by setting up a comment
box near the checkout counter where customers can write in their comments,
suggestions or complaints. They can also create a survey form and hand it to customers
asking for their feedback. Additionally, the store can create a dedicated email address
for customers to provide feedback. Social media platforms such as Facebook,
Instagram, and Twitter can also be used to create a feedback channel.

HAVE A GREAT DAY TEACH…………..

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