Continuing Case
Carter Cleaning Company
The Job Description
Based on her review of the stores, Jennifer concluded that one of the
first matters she had to attend to involved developing job descriptions
for her store managers.
As Jennifer tells it, her lessons regarding job descriptions in her basic
management and HR management courses were insufficient to convince
her of the pivotal role job descriptions actually play in the smooth func-
tioning of an enterprise. Many times during her first few weeks on the
job, Jennifer found herself asking one of her store managers why he
was violating what she knew to be recommended company policies and
procedures. Repeatedly, the answers were either “Because I didn't know
it was my job" or "Because I didn't know that was the way we were sup-
posed to do it." Jennifer knew that a job description, along with a set of
standards and procedures that specified what was to be done and how
to do it, would go a long way toward alleviating this problem.
In general, the store manager is responsible for directing all store
activities in such a way that quality work is produced, customer relations
and sales are maximized, and profitability is maintained through
effective control of labor, supply, and energy costs. In accomplishing
that general aim, a specific store manager's duties and responsibilities
include quality control, store appearance and cleanliness, customer rela-
tions, bookkeeping and cash management, cost control and productiv-
ity, damage control, pricing, inventory control, spotting and cleaning,
machine maintenance, purchasing, employee safety, hazardous waste
removal, human resource administration, and pest control.
The questions that Jennifer had address follow.
Questions
4-18. What should be the format and final form of the store man-
ager's job description?
4-19. Is it practical to specify standards and procedures in the body
of the job description, or should these be kept separate?
4-20. How should Jennifer go about collecting the information
required for the standards, procedures, and job description?
4-21. What, in your opinion, should the store manager's job
description look like and contain?
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