EXERCISE 4
ANALYZING NANCY HORN’S JOB
In Assignment 4.1, students are asked to use the computer-based task inventory to help them
identify the responsibilities and duties in Nancy Horn’s job. Students will find that the task statements in
the inventory will need to be combined and modified to better describe what Nancy Horn does. This
process of modifying task statements is described in Chapter 6 of the textbook. The instructor can show
students how the job definition developed in Assignment 4.2 is modified to become a job description in
Exercise 5. An example of how the task inventory statements are selected is included in this exercise.
4.4). Have the students then discuss the strengths and weaknesses of each questionnaire, including time
required and difficulties encountered in completing each questionnaire. The Olympia, Inc. Job Analysis
Questionnaire in Exhibit 4-4 (or a very close facsimile) is commonly used within organizations. The
author of the text has used the Job Analysis Questionnaire, Exhibit 4-3, extensively. Most likely the
students will find the Olympia, Inc. Job Analysis Questionnaire easier to use. However, the author feels
Notes and Answers for Assignment 4.1, the Task Inventory.
Students will select statements from the task inventory that they believe are represented in
Nancy’s job.
The steps that follow represent the author’s approach to reviewing the task inventory and his
determinations on which items of the task inventory to include in the job definition. The instructor may
Step 1—Review Nancy Horn’s Description of Her Work
It is important that students become very familiar with the content of Nancy Horn’s job before
they proceed with this exercise.
Step 2 -Tasks Identified in Nancy Horn’s Description of Her Work
To understand how tasks from the task inventory were selected, the author has highlighted
NANCY HORN’S DESCRIPTION OF HER WORK
My job is called Office Secretary. My immediate supervisor is Mary Stewart, Manager of the
Information Systems Department for Olympia Electrical Manufacturing (OEM). OEM manufactures
electrical appliances (refrigerators, washers, dryers, ranges, and a host of electronic household
My major responsibility is to provide administrative support (4.0) for Mrs. Stewart in the operations of
the department. This support requires that I provide some personal assistance to Mrs. Stewart. I also
assist three supervisors who report directly to her with administrative/secretarial services. I also spend
considerable time with the seven clerks in the department. In this regard, I assist in the hiring process
(3.1), schedule (1.1) and monitor (1.8) work assignments, train clerical staff on new or changing
assignments (3.3), monitor payroll records (4.19), and occasionally perform clerical assignments (8.0) as
required. I also work with secretaries and clerks throughout OEM in making better use of their PCs and
improving their data entry skills (7.0 or 2.0) and opportunities.
(4.12, 5.16). I also provide this kind of secretarial support to the three supervisors who report to Mrs.
Stewart.
(1.6). I answer questions regarding department policies and procedures and schedule and assign work to
clerks in the office (1.1). I route incoming reports and mail to proper clerks for disposition (1.18).
I monitor and review the performance of the clerks and make recommendations to Mrs. Stewart regarding
their performance and possible changes to be made in the activities, even with office procedures (3.6,
3.7). I work with the clerks and Mrs. Stewart in updating office manuals (1.12).
I maintain the manager’s appointment calendar (4.1), type memoranda and correspondence from the
manager’s or other department supervisors’ electronic or handwritten rough drafts, correcting grammar,
spelling, and punctuation and frequently rearranging sentence structure to create the best impression on
the reader (5.4, 5.15). I compose correspondence as needed or at the request of the manager or any of the
three supervisors and frequently compose memoranda to the various units, organizations, or customers
who request information (5.13).
A couple of times a year, Mrs. Stewart holds conferences or meetings with different individuals
throughout OEM regarding information services. I assist Mrs. Stewart and her supervisors in developing
the agendas for these conferences/meetings (4.26, 4.33). I am also responsible for reserving facilities and
ensuring that all necessary equipment and supplies are in place on time for each meeting (4.8, 4.10, 4.34).
I prepare various reports and guides for these meetings (4.12). I contact individuals who are to attend
these meetings to ensure that they will be present and to assist in resolving any problems they may have
or to clarify reasons for the meetings (4.28,4.35,4.40).
those absences are taken from sick or annual leave or if pay is to be docked. I tabulate a bi-weekly
overtime payroll (for time worked over 40 hours — paid at a rate of time and a half). I tabulate a weekly
payroll for any temporary employees, updating and correcting any errors on a monthly computer printout
of each employee’s leave accrual. The correcting and updating are based on records maintained from
leave cards which are filled out upon an employee’s absence, showing his or her name, Social Security
number, number of hours of the absence, date of the absence, and whether or not it should be taken from
additional funds to improve the information department’s services or just to maintain the status quo in the
coming year. After all the annual figures are determined, they are broken down into quarterly allotments
and more money must be placed in the quarter that will require more funds. This entire budget is
submitted to the manager for any additions or deletions and approval and is then sent to the Budget
Department at main headquarters for final approval. The budget is prepared under the supervision of a
8.18)
I maintain an ample supply of office supplies (computer printer paper, copy machine paper, note pads,
pens, pencils, toner and ink cartridges, etc.) and order these supplies as needed from the main stockroom.
I maintain a supply of office forms, draw up a format for new and more efficient forms, and, upon
approval by the manager, order forms through proper channels (10.0, 10.1, 10.2, 10.5, 10.9, 10.12). I also
dispense with unnecessary forms and look for ways to offer better service
through more efficient forms. I attempt to create better public relations by keeping office personnel
morale up as much as possible and implement new procedures to ease workloads.
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Most of the work I now do in this area is in response to telephone calls or requests made directly through
the PC for assistance. The PC-related problems I help resolve range from how to set up the terminal to
Step 3—List of Major Activities and Tasks from Task Inventory to be Included in Potential Job
Definition for Nancy Horn
Students will read each task statement in the task inventory to decide if it applies to Nancy Horn’s
job and will select items that apply to Nancy’s job. They can then filter the tasks to eliminate those not
selected. Students can save and print their selections at any time and can make revisions as well.
The following is a list of the task numbers selected by the author.
1.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 11.0
1.1 3.1 4.1 5.1 6.1 7.1 8.1 9.1 10.1 11.1
1.8 3.6 4.6 5.9 7.9 8.17 11.6
1.9 3.7 4.8 5.10 7.10 8.18 11.7
1.10 3.8 4.10 5.13 7.11 8.19 11.8
1.12 3.9 4.12 5.15 7.18 8.21 11.9
1.18 3.10 4.14 5.16 7.19 8.22 11.10
4.26 8.61
4.28 8.62
4.33 8.63
4.42
Step 4—Selection of Major Activities from the Task Inventory for Administrative Support
Occupation.
Students should consider which of the major activity statements pertain to Nancy Horn’s job, as
one would do in completing the Job Analysis Questionnaire in Assignment 4-3. However, it is important
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(3.0) 1.0 Directs Work Activities of Clerical Staff.
2.0 Directs Data-Processing Services.
6.0 Provides Bookkeeping Services.
(6.0) 7.0 Performs Data Entry Assignments.
Notes for Assignment 4.2—Assigning Tasks to Major Activity Statements
This assignment results in a job definition for Nancy Horn. (Students who complete Assignment
4.4 might arrive at a similar job definition for Nancy Horn, but without benefit of the task inventory.) The
job definition is an initial effort to organize tasks under responsibility statements. In Exercise 5, students
Nancy Horn’s Job Definition
1.0 (4.0) Provides Administrative Support Services.
1.1 (4.1) Maintains appointment calendar for employer.
(4.14) Makes appointments for meetings, recognizing time available to employer and
importance of meeting.
1.4 (4.6) Prepares travel vouchers for employer, keeping employer’s travel expense
records.
(4.15) Prepares employer’s personal business expense statements.
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(5.16) Attaches pertinent correspondence to incoming mail for employer, writing notes
1.6 (4.12) Prepares records, reports, and other support materials for employer’s use or
anticipated use.
1.8 (4.10) Ensures presence of equipment, receptions, and dinners.
(4.33) Coordinates or prepares agenda items for meetings and conferences.
1.11 (4.34) Distributes agenda or minutes of meetings.
1.14 (4.40) Provides information and services to others.
(6.11) Determines availability of funds.
(5.10) Prepares materials for printing, including paste-ups.
1.17 (8.57) Determines appropriate form, letter, or notice for response to request.
2.0 (5.0) Performs secretarial assignments.
2.1 (4.2) Places phone calls for employer.
(5.1) Receives and transfers phone calls.
(11.12) Places calls for others.
(5.2) Greets guests, directing them to appropriate person.
(11.1) Greets visitors, referring them to appropriate individuals.
(11.2) Provides information to visitors.
2.4 (11.3) Responds to requests over the telephone.
(11.4) Records messages for unavailable recipient.
(11.6) Connects caller with proper individual(s).
(11.12) Provides routine information over the telephone.
2.5 (5.3) Maintains file of disks and regular files.
2.7 (5.8) Sends telegrams, cablegrams, or fax messages.
(5.17) Edits material prepared by others.
2.9 (5.13) Composes routine correspondence.
(5.19) Proofreads by comparing typed material with source materials, correcting or
marking for corrections as necessary.
2.12 (8.17) Maintains clipping file.
3.0 (1.0) Directs Work Activities of Clerical Staff.
(1.6) Resolves workplace problems, including complaints and difficult and complex
situations.
(1.18) Assigns and distributes work to employees.
3.4 (1.3) Schedules employees for training.
3.5 (1.4 ) Determines and establishes best methods and procedures for office work,
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3.7 (1.9) Establishes filing and records maintenance system.
3.9 (1.12) Composes office procedures and directives.
4.0 (3.0) Supervises Work Activities of Clerical Staff.
4.1 (3.1) Interviews applicants for employment, making appropriate recommendations.
4.3 (3.3) Instructs employees on processes, methods, and techniques.
4.5 (3.5) Counsels employees regarding on- and off-the-job problems.
(1.8) Monitors and reviews performance of clerical staff, recommending changes as
necessary.
4.8 (3.10) Reviews training progress of employees.
5.0 (8.0) Performs clerical assignments
5.1 (4.25) Mails or forwards personnel records.
5.3 (8.5) Transmits documents, using e-mail.
5.5 (8.12) Files and retrieves documents.
(8.19) Prepares and maintains employee attendance files.
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5.8 (8.22) Cross-references materials, correspondence, and files.
5.10 (8.70) Prepares new file folders.
5.12 (10.1) Determines equipment and supply requirements, including conducting of
utilization surveys.
(1.20) Coordinates and expedites flow of materials and supplies.
5.14 (7.14) Prepares back-up files.
(7.20) Inserts and deletes texts.
6.0 (9.0) Performs Miscellaneous Assignments.
6.1 (4.19) Reviews records for compliance with labor laws, maintaining personnel records
and forms as necessary.
(8.13) Safeguards valuable materials such as money, bonds, or sealed bids.
6.4 (7.2) Operates or monitors terminal receiving data from remote sources.
or (2) power failure.
6.7 (7.9) Modifies existing records.
(7.12) Enters data.
6.10 (7.19) Rearranges text.
6.12 (9.1) Maintains vending machines.
Notes for Assignments 4-3 and 4-4
The instructor should review with the students the questionnaire method of collecting job content
information, Exhibits 4-3 and 4-4 in the Exercise Book. See Chapter 6, Job Analysis, in the textbook.
Potential weaknesses of the questionnaire method are:
1. Respondee may not complete the questionnaire.
3. Respondee may take an excessively long time to return it.
5. Most people detest completing forms.
Students who complete Assignment 4-4 may, after rearranging task statements, end up with a job
definition for Nancy Horn that is similar to the response to Assignment 4-2.
Notes for Assignment 4-5
Additional information that may be requested from Nancy Horn or Mrs. Stewart (Assignment
4.5) includes Nancy’s supervisory responsibilities with the three clerks and her managerial-related
decisions and interactions with customers, customer service personnel, and even vendor representatives.