WORLD UNIVERSITY OF BANGLADESH

Assignment
on
Case Study-Carter Cleaning Company: The Job Description

Submitted To
Laboni Ferdous
Assistant Professor
Department of Business Administration
World University of Bangladesh

Submitted By
Md. Moniruzzaman Mony
Id: WUB04/19/66/2537
Program: MBA
Batch: 66D
Major: HRM

Date of submission: 20th APRIL, 2020

 Carter Cleaning Company: The Job Description

Case Summary:

In the case, Jennifer who review stores found that one of her store manager was violating

company policies and procedures. When she asked the store manager he replied that he didn’t

know it was his job or he was supposed to do it in what way. Generally its store managers

responsibility to direct, control, organize and maintain all store activities and make sure that

everything functioning accurately in the store. But it was opposite in the case based on

Jennifer’s review of the stores and its managers. Now the question is that Jennifer had to

address follow in developing job description for her store managers.

Q-1. What should be the format and final form of the store manager’s job description?

Though there is no standard for writing of a job description, a well thought job description can

benefit all the parties involved in the organization. Job description is not only used in business

settings, but also used in hiring a governess or child-care worker. A well-thought-out job

description might benefit everyone involved[ CITATION Des15 \l 1033 ] . There is no fixed format

for job description, but most description contains sections that cover:

 Job Identification

 Job Summary

 Responsibilities and duties

 Authority of incumbent

 Standards of Performance

 Working conditions

 Disclaimer

 Job Specification

After analyzing the case, it was found that the problem has occurred due to the lack of

structured job description in Carter Cleaning Company. A sample format of the job description

of the store managers of Carter Cleaning Company is given in the next page:
Job Title: Specifies the name of the job Job Code:
Recommended Salary Grade: Exempt/Non-exempt Status:
Job Family: In which department the candidate Reports to:
will apply for
Store Location: Date: Actual approval date of the job
description
Job Identification: Job identification may contain the following types of information of the store
manager; which store s/he works, who s/he reports to:

Summary:
The Job Summary should summarize the major responsibilities and essence of the job of the store
manager

Scope and Impact

This section will explain how the store manager can contribute to and impact on the organization

Responsibilities and Duties

In this part a list of significant duties and responsibilities of the store manager should be included. The
authority of the store managers can be included here

Standard of Performance and Work Condition

This section will cover what standard is expected from the store manager for each of the job description’s
main duty and responsibilities. It will also include the working condition inside the store.

Required Knowledge and Experience

In this section what level of knowledge, skill or experience is required by the store manager will be
included. Also what personal attributes are expected from the store managers will be included

Disclaimer:
This section will be included in order to avoid any dispute, disagreement or conflict of interests between
the store manager and the management.

The final part will be the consent of both the store managers and management for future reference
Employee Signature: Date:
(I hereby certify that I have read and understand
the responsibilities assigned to this position)
Supervisor Signature: Date:
(I certify that this job description is an accurate
description of the responsibilities assigned to
this position)
Approved By: Date:

 Format adapted from [ CITATION Des15 \l 1033 ].

Q-2. Is it practical to specify standards and procedure in the body of the job

description, or should these be kept separated?

A job description is a written statement of what the worker actually does, how he or she does

it and what the job’s working condition are (Desslar & Varkkey, 2015). It also includes what

should be the standard of performance and job specifications that are expected from the

employee for a particular job.

On the other hand a policy is a formal statement of a principle or rule that members of an

organization must follow. Each policy addresses an issue important to the organization's

mission or operations and procedure tells members of the organization how to carry out or

implement a policy[ CITATION get \l 1033 ].

The employees across the organization have to follow the standard policy and procedure set

by the company as it is applicable for all the layer of employees. It usually includes code of

conduct, confidentiality, work conditions, attendance, hours of operations, vacation, unpaid

leave, conflict of interest and many more.

Therefore, it can be concluded that the standards and procedures should be kept separated as

it is a written record for workplace rule for everyone and each job description will vary

according to particular positions. Though some of the policy may be included in the job

descriptions but there should be a separate standard and procedure handbook or manual to

each store for better understanding of workplace rule in order to avoid any unpleasant

management employee conflict in future.

Q-3. How should Jennifer go about collecting the information required for the

standards, procedure and job description?

Several methods can be followed in collecting job description and preparing standards and

procedure. These are given below:-

Observation Method:

Observation can be one method in analyzing the jobs of the store managers. Though direct

observation will not be effective for the store managers as their job entails mainly instructions

and mental activities also there is less involvement of physical activity. In addition to that, the

store managers may not be comfortable working their usual way in front of a job analysis

representative. In this case, Jennifer can take the help of indirect observation. She can install

CCTV in the stores in order to observe their daily on the job duties. It will enable her to

understand how the store managers greet and meet their customers and whether there is a

room for improvement in customer service. She can also monitor how they behave as a

supervisor and the area of improvement in this regard. However, this method will only help

her to develop certain areas such as customer service, employee relations and performance

standards. There has to be a combination of in depth interview to develop a proper and

standard job description.

Job Analysis Questionnaire:

Jennifer can prepare a questionnaire and asked her store managers to fill it up. It can be a

combination of checklist and open ended questions so that she can get a clearer idea about the

responsibilities duties and even complaints of the store managers. She can also compare those

questionnaires of the store managers to see if there is any exaggeration or discrepancies in

duties. A sample questionnaire is provided below that may help her in developing Job

descriptions of her employees:-

Sample Job Analysis Questionnaire

The purpose of the study is to obtain current information on your job based on a review of your job
duties and responsibilities. Please complete this questionnaire as honestly and as accurately
possible. No one else knows the job as well as the person doing it. If you have any questions
regarding it please feel free to ask your supervisor.

Please return this questionnaire to your supervisor.

A. EMPLOYEE DATA (PLEASE PRINT):

Name: Date: ____________________

Employee ID: Store
Location:________________

Your Job Title: Job Code:________________

How long have you been in your current position: years____months

Work Telephone Number:

Supervisor's Name:_________________ Supervisor's Title: _________________

B. GENERAL PURPOSE OF POSITION

Indicate in one or two sentences the general purpose of the position (or why this job exists). This
statement should be a general summary of the responsibilities listed in the next section.

C. SUMMARY OF RESPONSIBILITIES/DUTIES

Describe your duties and responsibilities on importance basis, the most important duty in the top.
Write a separate statement for each job precisely and briefly. Please provide an estimation of
average percentage of time (25%, 7%) on each duty.

List of Important Duties First Percent (%) of time

1.
2.
3.
4.
5.
6.
7.
100%
Are there any duties you are performing that are not now in your job description? If yes, please list
them below:-

________________________________________________________________________________
________________________________________________________________________________
____

General Education & Experience

D. EDUCATION: Check the box that best indicates the minimum training/education
requirements of this job. (Not necessarily your education, but the requirements for the job).

Elementary Education Some College/Associate's Degree

High School Pass (Class 10 to 12) Bachelor's Degree

High School Diploma or GED Master's Degree

Vocational/Technical/Business School

E. EXPERIENCE

Please indicate the specific job experience needed. (For example-3 years accounting experience),
Please note that the experience stated is what is actually required by the job, not what is preferred.

________________________________________________________________________________
________________________________________________________________________________
____

F: REQUIRED TRAINING ON JOB

What is the level of on the job or classroom training someone requires doing your job? Is there any
specific certification required?

1. No additional training required

2. _________________________________________________________________________
__
(please specify what type of training needed and for how long)

G. SUPERVISORY RESPONSIBILITY

Briefly describe the nature of your supervisory responsibility (how many positions you need to
supervise directly or indirectly)
________________________________________________________________________________
__
________________________________________________________________________________
________________________________________________________________________________
____

H. PHYSICAL DEMANDS AND WORKING CONDITIONS

Indicate how often the following physical demands are required to perform the Essential Job
Responsibilities.

C=Constantly F=Frequently O=Occasionally R=Rarely

(5-8 hrs./shift) (2-5 hrs./shift) (Up to 2 hrs./shift) (Does not exist)

Physical Demand Environmental Condition Physical Strength

Standing : Hazards: Light work:
Sitting : Noise: Little physical effort:
Walking: Heat: Medium work:
Talking: Cold: Heavy Work:
Hearing: Others(define):
Others(Please Specify):

I. EMPLOYEE COMMENT

Is there any other information that you think would be important in understanding your job? Please
briefly explain, feel free to provide your suggestion or complaints(if any) regarding your work
condition below:-

________________________________________________________________________________
________________________________________________________________________________
____

Employee signature:______________

J. SUPERVISOR’S REVIEW

Based on your understanding of the job currently exists, please review the employees response and
provide your own comment below. Please do not change the employees response

_________________________________________________________________________
_________________________________________________________________________
____

Supervisor’s Signature:__________________

* The questionnaire is adapted from Gary Dessler and Biju Varkkey, 2015 and University of
Houston
This questionnaire can help Jennifer in understanding the current job responsibilities and also
if there are any loopholes to rectify so that she can prepare a precise and structured job
description for the store managers of the company.

Review from Website:

As Jennifer has basic knowledge on HR management she can take further help from websites
that provides standardized job description information. For example: in United States there is
a Standard Occupational Classification provided in www.bls.gov/soc/socguide.htm that
classifies all workers into 23 major groups and 96 minor groups. Jennifer can review those
standard descriptions to identify a job’s responsibilities and duties. There are other websites
like www.jobdescription.com which is popular for job description information.

Consult with top management and Staff:

Beside these methods Jennifer can also call for a meeting with higher or top management of
the company to review the policy and procedures of the company, what would be an
employee standard and code of conduct and other procedures to be able to update and
formally written their policy and procedure manual. They can also consult with the staff and
involve them in developing and implementing workforce policies in the company. One thing
need to keep in mind that these policies and procedures are in consistent with the values and
mission of the company and comply with the employees.

By properly using, evaluating and implementing all the methods Jennifer can collect
necessary information for the standards, procedure and job description.
Job Title: Store Manager Job Code: 012
Recommended Salary Grade: 02 Exempt/Non-exempt Status: Exempt
Job Family: Sales and Service Reports to:
Store Location: Date:

Q-4. What in your opinion should the store manager’s job description looks like and
contain?

Job Desription

Summary:

The Store Manager is responsible maximizing sale and profitability through effective control of supply,
labor and energy cost and also superior customer service. In addition to that the store manager should
maintain the overall quality and appearance of the store.
____________________________________________________________________________________

Scope and Impact

The store manager is responsible for driving up sales revenue of $500,000 annually in his/her assigned
store by generating sales and minimizing operating expense within the given budget limit.

Responsibilities and Duties

Sales and Customer Service (60%)

 Achieve quantitative sales goals for assigned store

 Determine sales priorities and come up with effective sales strategies and execute them
 Provide periodic report of Store sale
 Making budget for operating expense and run the store smoothly within the budget limit
 Increase profitability through finding new ways in reducing operating costs
 Greet and assist customers and attend them with utmost attention

Leadership and teamwork (25%)

 Supervise employees and provide direction

 Resolve work conflict (if any) in the store and keep employees motivated
 Identify and troubleshoot problems in the service process within the store as a team leader
 Ensure productivity of the employee through proper supervision and training

Accounting, and Admin Duty (15%)

 Receive cash and provide correct change

 Record all the transactions accurately
 Ensure quality of the service and product
 Inventory management within the store
 Manage utility bill and utilize water, electricity efficiently to minimize waste
 Periodic pest control within the store
  Maintain appearance and cleanliness of the store
 Proper waste management through safe hazardous waste removal
 Ensure employee safety

Authority to Act

 Take part in the recruitment process, interview and recommend hire or transfer of employee as
subordinate but cannot provide final offer without the approval of higher authority
 Monitor works of the employees in the assigned store and provide feedback and approval
 Direct day to day work activities and delegate assignments
 Recommend store specific policy and procedure changes and can only implement upon the
approval of higher authority.
 Recommend termination of an employee working under his/her supervision for proper cause and
only implement upon higher authority approval
____________________________________________________________________________________
_

Standard of Performance and Work Condition

 The store manager is expected to post transactions on daily basis

 Provide store performance report each month
 Attend customers promptly, allowing no more than two minutes of waiting time

Working Condition

Environmental Condition:
 It is typically a temperature controlled environment where the sound level is quite
 Occasionally exposed to hazardous waste and chemical

Physical Demand:

The Store Manager will have to spend long hours Standing and lifting Light dry cleaning and laundry
materials

Mental Demand:

The Store Manager will have to attend a number of requests at the same time and may cause little stress
to meet each request in a tight schedule

____________________________________________________________________________________
_

Required Knowledge and Experience

Knowledge:

The Store Manager must have knowledge in the following area:

 Accounting and book keeping

 Customer Service
 Office Administration
 Experience:

Prior work experience in the related field is desirable

Skills:

 Must have good interpersonal skill

 Decision Making Skill
 Must have basic knowledge in using MS Word, Excel

Personal Attributes:

 Well-mannered and pleasant personality

 Honest and trustworthy
 Flexible in accepting extra work load if necessary
____________________________________________________________________________________

Disclaimer:
.
This job description indicates in general terms, the type and level of work performed as well as
the typical responsibilities of employees in this classification. The duties described are not to be
interpreted as being all-inclusive to any specific employee. Management reserves the rights to
add, modify, change or rescind the work assignments of different positions and to make
reasonable accommodations so that qualified employees can perform the essential functions of
the job. Nothing in this position description changes the at-will employment relationship existing
between the Institution and its employees.

Employee Signature: Date:

(I hereby certify that I have read and understand
the responsibilities assigned to this position)
Supervisor Signature: Date:
(I certify that this job description is an accurate
description of the responsibilities assigned to
this position)
Approved By: Date:
** Job Description has been adapted from analyzing the case and also from several sources: -

1. SESCo. Management Consultants (https://sescomgt.com/article.php?id=61Managers)

2. Business Dictionary (http://www.businessdictionary.com/definition/job-specification.html)
3. Guide to Writing A Job Description (http://www.wvacce.org/folder3/Appendix-F-Guide-to-
writing-a-job-description.pdf)
4. University of Houston: Job Analysis Questionnaire (www.uh.edu/human-
resources/forms/JAQ.doc)
Conclusion

After thorough analysis and reviewing the case it can be concluded that Carter Cleaning

Company can overcome its ongoing crisis regarding the store manager’s lack of knowledge

regarding their duties and responsibilities by a thorough job analysis and develop a precise

and structured job description. If Jennifer can follow the methods recommended here, she can

come up with a standard job description that will resolve many unanswered issues and also

help in reducing future dispute. In addition to that, if she considers doing a periodic review of

the job description then the company will be benefitted in the long run. Carter Company can

take similar measures not only for the Store manager’s job but also for the other jobs in the

company.
Bibliography
Desslar, G., & Varkkey, B. (2015). Human Resource Management. Chennai: Perason.

getting the right people. (n.d.). Retrieved from hrcouncil.ca: http://hrcouncil.ca/hr-toolkit/right-

people-job-descriptions.cfm

Brannick, M. T. (2007). Job and WorkAnalysis: Methods, Research and Applications for Human
Resource Management. Thousand Oaks, CA: Sage Publication.

Bratton, J., & Gold, J. (2007). Human Resource Management: Theory and Practice (4th ed.).

Cascio, W. F. (1988). Applied Psychology in Human Resource Management. Upper Saddle River, NJ:
Prentice Hall.

Grant, P. C. (January, 1988). Why job descriptions don’t work. Personnel Journal, 52-59.