human resource management function has evolved in recent years from the traditional "personnel department" to become a strategic partner in achieving organizational success in companies of all sizes and types. Part of this evolution has been the introduction of innovative methods and questionnaires that can help human resource managers design jobs for efficiency and evaluate employee performance. To gain some fresh insights in this area, this paper provides a review of the relevant literature to describe three elements of job analysis and its significance for the organization and employee development, the importance of the position analysis questionnaire and how it can be used by human resource managers for work redesign of a customer service job to make it more efficient and to improve quality, two strategies for using the Fleishman Job Analysis System in the selection of qualified applicants and a discussion concerning the challenges facing the job of customer...
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