Read the accompanying article on a day in the work life of Bill Ryan. Then write a job description for the job of customer service agent. Use the exhibits in this chapter to guide you in deciding what information in the story is relevant for job analysis.

1. Does the day diary include sufficient information?
2. Identify the specific information in the article that you found useful.
3. What additional information do you require? How would that information help you?

Pick a teammate (or the instructor will assign one) and exchange job descriptions with your teammate.

1. How similar/different are the two descriptions? You and your teammate started with exactly
the same information. What might explain any differences?
2. What process would you go through to understand and minimize the differences?
3. What are some of the relational returns of the job?