Question

An online clothing retailer wants to provide superior customer service in its call centers. Based on an analysis of customer satisfaction surveys, the company decided to give customer service representatives taking appropriate actions to include included exceptions to policies on returns and refunds among other things. This is an example of which job design approach? Ergonomics Empowerment Specialization Industrial engineering

Answer 1

There are four types of job design approach. They are: Job rotation, job enlargement, job engineering and job enrichment. The given situation is a type of job enlargement. This refers to the number of different activities that are performed by a person in a specific position. In this case, the customer service representative has been asked to include exceptions to policies on returns and refunds. This is related and additional to the work of the customer service representative. Thus it is job enlargement.