Leslie Snow manages a team of five help desk operators

Leslie Snow oversees a team of five support specialists. Operators work in their cubicles one floor down from Leslie’s office. Calls to the service desk must be recorded by each operator in a shared database. The database keeps tabs on the problem’s category, how long the call lasted, and whether or not it was resolved or escalated to engineering for additional study.

Due to her hectic schedule, Leslie is unable to keep tabs on how her subordinates on another floor are performing. As a result, she will be relying entirely on database report queries to evaluate their performance. Leslie Snow manages a team of five help desk operators

Analyse Leslie’s approach to performance measurement in light of what you know about criterion deficiency and contamination. Give Leslie three suggestions for improving the effectiveness of the support desk’s current performance metrics.

As you continue to build the help desk, you want to ensure that all of the tools are in place and that the analysts have the tools needed to resolve issues as they are reported. First, you want to understand and be able to report what the steps in problem solving entails. The following are common steps when solving issues: APA Format

Identifying the problem
Determining the cause of the problem
Generating options
Evaluating and prioritizing options
Determining a course of action

Describe each step in detail, and discuss the issues and deliverables that exist at each step. To help ensure that the infrastructure is in place for the analysts, describe what technologies need to be in place at each step for you to enable your help desk analysts.

The overall format for writing this case analysis (A case analysis has three sections): Leslie Snow manages a team of five help desk operators

Section 1: Executive summary, a two-paragraph description of the importance of selection to HRM Practices. In this summary, you will open your case analysis with a concise statement of purpose (How do selection practices impact an organizational culture). (15 points) Leslie Snow manages a team of five help desk operators

Section 2: The body focuses on the specific arguments and evidence supporting your decision. You will analyze the case using the following questions:

How can an organization’s values affect its employee selection process?
What kinds of questions can recruiters ask to detect whether a potential employee fits the Q’s culture?
In this case, what type of selection method was Q using? Using the critical standard for measuring employee selection method, evaluate the method described in this case to determine the reliability, validity, generality, utility, and legality of the selection method. Leslie Snow manages a team of five help desk operators

In writing this section, remember that evidence-based human management uses information and evidence to make an informed decision. You will need to support your decision with evidence from the case and other sources (concepts from your textbook readings, class materials, and at least one other resource). (20 points)

Section 3: Conclusion: You will close your case analysis with a recommendation for workforce planning. If Q decides to expand into Boston, Atlanta, and Washington DC, recommend a workforce planning strategy for Q to use in the new labor market. Open this section with a statement identifying the challenge Q’s would face in planning and acquiring the employees it needs in these labor markets. Leslie Snow manages a team of five help desk operators

Next, recommend a workforce plan for Q’s to use to attract the workforce it needs in these areas to scale up its business. Provide your detailed rationale for your recommendation discussing any advantages and disadvantages involved. (15 points).

What would be the potential challenge Q’s might face attracting employees with the right job and organizational fit in the new labor market?
Recommend a workforce plan for Q’s to use to attract the workforce it needs in these areas to scale up its business.

Writing and Submission Instructions

Please note that this paper should be between 3-5 pages in length of actual content writing (exclusive of the title and reference pages) and double-spaced, with 1-inch margins, 12 pt., and Times New Roman. Please ensure that you follow the instructions on the grading rubrics. Submission is due Tuesday, November 8^th, at 11:59 pm, on iCollege. Note that I do not accept email submissions for course assignments.

For late submission, please email me to request late submission access. I will not respond if the request is made after 24 hours of the initial submission deadline. Assignments submitted late will be penalized with a 5-point reduction for every 1 hour it is late and will not be accepted after 24 hours.

Leslie Snow manages a team of five help desk operators