Final Product Edits for Walgreens

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!TABLE!OF!CONTENTS!Executive)Summary)................................................................................................................)2!

Data)Analysis)..........................................................................................................................)3!Task)Statement)Ratings)....................................................................................................................)3!KSA)Statement)Ratings).....................................................................................................................)6!Task/KSA)Matrix)Ratings)...................................................................................................................)9!

FINAL)PRODUCTS)...................................................................................................................)10!APPENDIX)A:)Task)Statements)........................................................................................................)10!APPENDIX)B:)KSA)Statements).........................................................................................................)13!APPENDIX)C:)Task)Statement)Rating)Instructions)............................................................................)15!APPENDIX)D:)Task)Statement)Rating)Form)......................................................................................)17!APPENDIX)E:)KSA)Rating)Instructions)..............................................................................................)18!APPENDIX)F:)KSA)Rating)Form).........................................................................................................)19!APPENDIX)G:)Task/KSA)Matrix)Rating)Form)....................................................................................)20!APPENDIX)H:)Task)Statement)Means)and)Standard)Deviations).......................................................)21!APPENDIX)I:)KSA)Statement)Means)and)Standard)Deviations)..........................................................)27!APPENDIX)J:)Task/KSA)Matrix)Pairings)............................................................................................)33!APPENDIX)K:)Job)Description)..........................................................................................................)36!APPENDIX)L:)Selection)interview)form)............................................................................................)37!APPENDIX)M:)Applicant)Rating)Total)Score)Form)............................................................................)43!

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EXECUTIVE!SUMMARY!!

The purpose of this report is to describe the job analysis performed for the Customer

Service Representative position at Walgreens. The current job analysis was conducted to define

the core components of the job and provide the client with a job description and structured

situational interview for the position. This process included developing task statements,

identifying knowledge, skills and abilities (KSAs) essential to the job, and conducting multiple

analyses to determine their importance. Using the data collected, a job description was created

and structured interview questions were developed to assess whether potential candidates possess

the qualifications required of the job.

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DATA!ANALYSIS!!

The purpose of the data analysis is to quantitatively determine the most necessary

components of the job in terms of tasks and KSAs. While all aspects of a job are important, it is

necessary to differentiate the most critical task statements and KSAs which will distinguish

between superior and adequate performance. To begin the data analysis process, all three SMEs

were instructed to provide ratings on a scale of one to five for each task statement and KSA on

multiple criteria to determine their relevance for the job and successful performance. Using the

rating information from the SMEs, the consultants computed the means and standard deviations.

Composite importance scores were calculated for each task and KSA statement based on the

dimensions that were deemed to measure how important they are to the job.

Task!Statement!Ratings!

The SMEs rated each of the task statements on five dimensions (e.g., frequency of use,

damage if error occurs) on scales from “1” to “5”. A rating of “1” indicates less frequency, etc.

whereas a “5” indicates greater frequency, etc. A composite importance score was established for

each statement by combining the columns assessing importance (i.e., importance of performing

successfully, distinguishes between superior and adequate performance, damage if error occurs).

Ratings regarding frequency of use, time spent and importance for a new hire were not chosen

because, while necessary, they do not reflect accurate measurements of overall importance. Task

statements with a composite importance score of 3.89 or higher were determined to be the most

important. The tables below show the average ratings and standard deviations for the four task

statements meetings these requirements.

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Task 1: Assists customers by proactively initiating contact, answering questions in person or

over the phone (e.g., directing customers to location of items, price checks, current promotions),

and checking product availability (e.g., locating in stockroom, getting additional help) in order to

satisfy customer needs.!

! Importance of performing successfully!

Distinguishes between superior & adequate performance!

Damage if error occurs!

Composite importance score!

Mean! 5.00 3.33 3.33 3.89

Standard Deviation! 0.00 1.15 1.15 1.15

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Task 2: Performs weekly inventory checks by visually inspecting product levels (e.g., vitamins,

medicine, snacks, toiletries, seasonal items), identifying items that need to be returned to the

warehouse or marked down (e.g., 90 days old for medicines, 30 days old for food), reorganizing

stock to make room for new products and using a scanner gun (i.e., Texlon) to determine current

inventory levels in order to decide what products should be restocked and to make room for new

inventory.!





Mean! 4.67 3.67 4.00 4.11

Standard Deviation! 0.58 1.15 0.00 0.58

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Task 3: Processes customer transactions by asking for Walgreens card, identifying product

prices (e.g., using price scanners, cash registers), verifying age requirements to purchase alcohol

and tobacco products (e.g., checking driver's license for birthdate, photo, expiration date),

collecting payment (e.g., cash, credit cards, debit cards, money orders, providing change),

placing items in bags and issuing receipts in order to ensure proper payment and comply with

legal regulations.!





Mean! 4.67! 3.00! 4.33! 4.00!

Standard Deviation! 0.58! 1.73! 1.15! 1.15

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Task 8: Identifies counterfeit bills by looking for watermarks, currency band, and color coding

(e.g., $10 are yellow, $20 are green, etc.), using the dri-mark pen and seeking management when

appropriate in order to prevent fraudulent payments.!





Mean! 4.33! 3.33! 4.33! 4.00!

Standard Deviation! 1.15! 1.53! 1.15! 1.28

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KSA!Statement!Ratings!

The SMEs rated the KSA statements on three dimensions (i.e., importance for acceptable

performance, importance for a new hire, distinguishes between superior and adequate

performance) using scales from "1" (not important) to "5" (extremely important). A composite

importance score was developed by combining the averages for the columns assessing

importance for acceptable performance and distinguishing between superior and adequate

performance. A cutoff score of 3.83 was selected because it distinguished between extreme and

moderate importance. The tables below display the means and standard deviations for the KSAs

selected.!

KSA A: Knowledge of Walgreens protocol (e.g., branded greeting, store codes, Excellent

Customer Care Standards)!




Mean! 4.67 3.33 4.00

Standard Deviation! 0.58 1.53 1.06

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KSA C: Knowledge of current product availability and location on sales floor and in stock room!




Mean! 4.67 4.00 4.33


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KSA D: Ability to use a systematic process (e.g., problem solving, thinking critically) to resolve

customer needs!




Mean! 4.33! 3.33! 3.83!

Standard Deviation! 0.58! 1.15! 0.87

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KSA K: Ability to operate a variety of electronic devices (e.g., PA system, Telxon, price

scanner, cash register)!




Mean! 5.00! 3.33! 4.17!

Standard Deviation! 0.00! 2.08! 1.04

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KSA M: Ability to plan, organize, and prioritize information and job tasks (e.g., product

placement, scheduling) within a specified time frame




Mean! 4.00 3.67 3.83


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KSA P: Ability to work independently with limited supervision!




Mean! 5.00 2.67 3.83


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Task/KSA!Matrix!Ratings!

After the task and KSA statements were rated, the consultants asked the SMEs to

complete the Task/KSA Matrix. The consultants met with each SME and described the rating

process in detail. To explain the process, consultants instructed the SMEs to rate the necessity of

each KSA in relation to performing each task. The SMEs were instructed to provide ratings from

the perspective of the typical Walgreens employee rather than focusing on their specializations.

The matrix rating form anchors ranged from "1" (not necessary) to "5" (extremely necessary).

Once all the data was collected, averages were computed for each cell, which are pictured below.

Job)Task) 1) 2) 3) 4) 5) 6) 7) 8) 9) 10) 11) 12)

KSA) !! !! !! !! !! !! !! !! !! !! !! !!A) 3! 2.5! 2! 3.5! 2! 3.5! 1.5! 1! 3! 2! 4.5! 3.5!

B) 3! 3! 3! 3! 1! 1! 1! 3! 2.5! 2! 1.5! 1.5!

C) 2! 3.5! 2! 1.5! 3! 1! 1! 1.5! 1! 1! 1.5! 1!

D) 4! 3! 2! 3.5! 2! 2! 2! 1! 1.5! 1.5! 1! 1!

E) 1.5! 3! 1! 1! 4.5! 1! 1! 1! 1! 1! 1.5! 1!

F) 4! 4.5! 4.5! 4! 1! 3! 3.5! 1! 3.5! 3! 3! 1!

G) 4! 4! 4.5! 4! 4! 3! 3! 2! 3! 3! 3.5! 3.5!

H) 5! 2.5! 4.5! 4.5! 1! 5! 1! 2.5! 5! 4.5! 5! 5!

I) 4.5! 3.5! 5! 5! 1! 4! 1! 1! 5! 5! 5! 5!

J) 2! 3! 4! 2.5! 1! 1! 1! 1! 2! 2! 1! 1!

K) 3! 5! 4.5! 4.5! 1! 3! 1! 1! 3.5! 2.5! 1! 2.5!

L) 2.5! 3! 4! 4! 1! 1.5! 1! 3! 2! 2! 1! 2.5!

M) 2.5! 2.5! 2.5! 2.5! 1! 1! 1! 1! 2.5! 2.5! 1! 2!

N) 4.5! 4! 4.5! 4! 1.5! 1! 2.5! 2! 4! 3! 2.5! 2.5!

O) 4! 3.5! 3.5! 3.5! 1! 4! 2! 1! 4! 4! 4! 2.5!

P) 4! 4.5! 4.5! 4.5! 1.5! 1.5! 1.5! 1! 2.5! 2.5! 2.5! 2.5!

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FINAL!PRODUCTS!!

APPENDIX!A:!Task!Statements!

1.! Assists customers by proactively initiating contact, answering questions in person or over

the phone (e.g., directing customers to location of items, price checks, current

promotions), and checking product availability (e.g., locating in stockroom, getting

additional help) in order to satisfy customer needs.

2.! Performs weekly inventory checks by visually inspecting product levels (e.g. vitamins,

medicine, snacks, toiletries, seasonal items), identifying items that need to be returned to

the warehouse or marked down (e.g., 90 days old for medicines, 30 days old for food),

reorganizing stock to make room for new product and using a scanner gun (i.e., Texlon)

to determine current inventory levels in order to decide what products should be

restocked and to make room for new inventory.

3.! Processes customer transactions by asking for Walgreen’s card, identifying product

prices (e.g., using price scanners, cash registers), verifying age requirements to purchase

alcohol and tobacco products (e.g., checking drivers license for birthdate, photo,

expiration date), collecting payment (e.g., cash, credit cards, debit cards, money orders,

providing change), placing items in bags and issuing receipts in order to ensure proper

payment and comply with legal regulations.

4.! Manages product returns by obtaining the customer’s receipt or rewards card, scanning

the item and inputting the reason for the return using cash register in order to provide a

refund based on the initial method of payment.

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5.! Transports stock to and from freight truck, stock room and floor by using hand trucks, u-

boat platform trucks and ladders in order to replenish inventory.

6.! Communicates store codes by using the PA system, memorizing or referencing a list of

codes in order to efficiently provide alerts and request assistance (e.g., possible theft,

cash pickup).

7.! Maintains an orderly checkout area by restocking supplies (e.g., register tape, coupon

paper, bags) and completing cleaning duties (e.g., taking out trash, sweeping floors,

wiping down counters) in order to prepare for shift change.

8.! Identifies counterfeit bills by looking for watermarks, currency band, and color coding

(e.g., $10 are yellow, $20 are green, etc.), using the dri-mark pen and seeking

management when appropriate in order to prevent fraudulent payments.

9.! Assists new employees in the learning of job duties (e.g., working cash register, making

transactions, conducting inventory) by providing on the job training (e.g., demonstrating

proper task performance, observing and evaluating the employee, providing feedback) to

produce a skilled and knowledgeable worker.

10.!Troubleshoots customer complaints/concerns by actively listening and asking questions

to understand nature of complaints and (when necessary) asking for manager assistance

in order to arrive at an acceptable solution

11.!Interacts with customers by using appropriate body language, tone of voice, word choice

and consistently applying branded salutations (e.g., "welcome to Walgreens") in order to

ensure a positive customer experience and comply with Walgreens guidelines.

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12.!Promotes Walgreens sales by encouraging customers to take advantage of promotions

(e.g., persuading customers to sign up for a Walgreens card, offering manager’s specials)

in order to provide customer savings.

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APPENDIX!B:!KSA!Statements!

A.! Knowledge of Walgreens protocol (e.g., branded greeting, store codes, Excellent

Customer Care Standards)

B.! Knowledge of checkout procedures (e.g., offering rewards card, manager’s specials,

pricing, returns, payment)

C.! Knowledge of current product availability and location on sales floor and in stock room

D.! Ability to use a systematic process (e.g., problem solving, thinking critically) to resolve

customer needs

E.! Ability to repetitively stoop, and lift objects up to 50 pounds either manually or with the

use of a u-boat/dolly

F.! Ability to perform multiple job tasks concurrently

G.! Ability to stand for a prolonged period of time (e.g., 2-3 hours)

H.! Ability to communicate clearly orally or in writing (e.g., answering questions, explaining

benefits of Walgreens card)

I.! Ability to interact with others (e.g., customers, coworkers, supervisors) in a professional

and polite manner.

J.! Ability to perform mathematical operations (addition, subtraction, multiplications,

division) with the use of a calculator

K.! Ability to operate a variety of electronic devices (e.g., PA system, Telxon, price scanner,

cash register)

L.! Ability to attend to detail (e.g., inventory, identifying counterfeit payments, entering data

on cash register)

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M.!Ability to plan, organize, and prioritize information and job tasks (e.g., product

placement, scheduling) within a specified time frame#

N.! Ability to perform continuous and repetitive motions (entering data on cash register,

packing bags) for a prolonged period of time (e.g., 2-3 hours)

O.! Ability to assist and share information with coworkers and supervisors in a team-

oriented work environment (e.g., training new employees, announcing store codes)

P.! Ability to work independently with limited supervision

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APPENDIX!C:!Task!Statement!Rating!Instructions!

Please refer to your list of task statements to answer the following questions based upon what you do on your individual job, If you supervise employees that perform this job under review, answer the questions according to your subordinates’ job.!

In Column “A”: Rate each task as to how frequently you (or a typical employee) perform it using the following scale: !

5 = almost all of the time!

4 = frequently!

3 = occasionally!

2 = seldom!

1 = not performed at all!

In Column “B”: Relative to the time you (or a typical employee) spend(s) on other tasks, how much time do you spend on this work activity?!

5 = much above average!

4 = above average!

3 = about average!

2 = below average!

1 = rarely performed at all!

In Column “C”: How important is it that you (or a typical employee) perform the job task successfully?!

5 = it is extremely important to the successful performance of the job that the job task be performed competently!

4 = it is very important to the successful performance of the job that the job task be performed competently!

3 = it is moderately important to the successful performance of the job that the job task be performed competently!

2 = it is slightly important to the successful performance of the job that the job task be performed competently!

1 = it is of no importance to the successful performance of the job that the job task be performed competently!

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In Column “D”: In your opinion how important is it for a person just hired (or promoted) into the job under review to be able to perform the job task?!

5 = extremely important!

4 = very important!

3 = moderately important!

2 = somewhat important!

1 = not important!

In Column “E”: To what extent does the ability to successfully perform the job task distinguish between superior and adequate job performance?!

5 = a great deal !

4 = considerably !

3 = moderately!

2 = slightly!

1 = not at all!

In Column “F”: If an error is made in the performance of the task, how damaging will the consequences normally be (i.e., how much damage will result)?!

5 = extreme damage!

4 = considerable damage!

3 = moderate damage!

2 = very little damage!

1 = virtually no damage!

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APPENDIX!D:!Task!Statement!Rating!Form!

Task Rating Form !! A B C D E

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APPENDIX!E:!KSA!Rating!Instructions!

Refer to your list of knowledge, skills and abilities to answer the following three questions. If you are an employee in the job under review, answer the questions based upon what you do on your individual job. If you supervise employees that perform the job under review, answer the questions according to your subordinates’ job.

In Column “A”: How important is the KSA for acceptable job performance?

5 = extremely important

4 = very important

3 = moderately important

2 = somewhat important

1 = not at all important

In Column “B”: How important is it that new employees possess the KSA upon entry to the job?

5 = extremely important

4 = very important

3 = moderately important

2 = somewhat important

1 = not at all important

In Column “C”: To answer this question, first determine if possession of each KSA at an advanced level would lead to better overall job performance than possession of the KSA at a basic level. Then determine to what extent it would lead to better job performance by answering the following question:

To what extent does possession of this KSA distinguish between superior and adequate job performance?

5 = a great deal (i.e., only a few superior employees possess this KSA)

4 = considerably (i.e., generally only superior employees possess this KSA)

3 = moderately (i.e., generally superior employees and some adequate employees possess this KSA)

2 = slightly (i.e., generally all superior employees and many adequate employees possess this KSA)

1 = not at all (i.e., virtually everyone possesses this KSA)

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APPENDIX!F:!KSA!Rating!Form!

KSA Rating Form

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APPENDIX!G:!Task/KSA!Matrix!Rating!Form!

To what extent is each KSA needed when performing each job task?

5 = Extremely necessary, the job task cannot be performed without the KSA

4 = Very necessary, the KSA is very helpful when performing the job task

3 = Moderately necessary, the KSA is moderately helpful when performing the job task

2 = Slightly necessary, the KSA is slightly helpful when performing the job task

1 = Not necessary, the KSA is not used when preforming the job task

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APPENDIX!H:!Task!Statement!Means!and!Standard!Deviations!

1.! Assists customers by proactively initiating contact, answering questions in person or over the phone (e.g., directing customers to location of items, price checks, current promotions), and checking product availability (e.g., locating in stockroom, getting additional help) in order to satisfy customer needs.

Frequency Relative Time

Importance of

performing successfully

Importance for new

hire

Distinguishes between

superior & adequate

performance

Damage if error occurs

Composite importance

Score

Mean 4.33 4.00 5.00 4.67 3.33 3.33 3.89

Standard Deviation

0.58 1.00 0.00 0.58 1.15 1.15 0.77

2.! Performs weekly inventory checks by visually inspecting product levels (e.g. vitamins, medicine, snacks, toiletries, seasonal items), identifying items that need to be returned to the warehouse or marked down (e.g., 90 days old for medicines, 30 days old for food), reorganizing stock to make room for new product and using a scanner gun (i.e., Texlon) to determine current inventory levels in order to decide what products should be restocked and to make room for new inventory.


Importance of


Importance for new

hire


superior & adequate

performance


Composite Importance

Score

Mean 3.67 2.67 4.67 2.33 3.67 4.00 4.11

Standard Deviation

1.52 2.08 0.58 1.15 1.15 0.00 0.58

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3.! Processes customer transactions by asking for Walgreen’s card, identifying product prices (e.g., using price scanners, cash registers), verifying age requirements to purchase alcohol and tobacco products (e.g., checking drivers license for birthdate, photo, expiration date), collecting payment (e.g., cash, credit cards, debit cards, money orders, providing change), placing items in bags and issuing receipts in order to ensure proper payment and comply with legal regulations.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 4.33 3.67 4.67 4.67 3.00 4.33 4.00

Standard Deviation

1.15 1.15 0.58 0.58 1.73 1.15 1.15

4.! Manages product returns by obtaining the customer’s receipt or rewards card, scanning the item and inputting the reason for the return using cash register in order to provide a refund based on the initial method of payment.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 3.67 3.67 4.00 4.33 2.67 3.00 3.22

Standard Deviation

1.15 1.15 1.00 0.58 0.58 0.00 0.53

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5.! Transports stock to and from freight truck, stock room and floor by using hand trucks, u-boat platform trucks and ladders in order to replenish inventory.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 3.67 3.67 4.00 4.33 2.67 3.00 3.44

Standard Deviation

2.31 2.08 0.58 1.00 1.00 0.00 0.53

6.! Communicates store codes by using the PA system, memorizing or referencing a list of codes in order to efficiently provide alerts and request assistance (e.g., possible theft, cash pickup).


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 3.67 3.50 4.33 4.33 2.00 1.67 2.67

Standard Deviation

1.53 2.12 0.58 0.58 1.00 0.58 0.72

7.! Maintains an orderly checkout area by restocking supplies (e.g., register tape, coupon paper,

bags) and completing cleaning duties (e.g., taking out trash, sweeping floors, wiping down counters) in order to prepare for shift change.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 3.67 3.33 3.67 3.00 2.00 1.33 2.33

Standard Deviation

1.53 1.53 1.15 1.00 1.00 0.58 0.91

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8.! Identifies counterfeit bills by looking for watermarks, currency band, and color coding (e.g., $10 are yellow, $20 are green, etc.), using the dri-mark pen and seeking management when appropriate in order to prevent fraudulent payments.

9.! Assists new employees in the learning of job duties (e.g., working cash register, making

transactions, conducting inventory) by providing on the job training (e.g., demonstrating proper task performance, observing and evaluating the employee, providing feedback) to produce a skilled and knowledgeable worker.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 3.67 3.33 4.33 2.00 3.00 3.00 3.44

Standard Deviation

1.53 1.53 1.15 1.73 1.00 1.73 1.30


Importance of


Importance for new

hire


superior & adequate

performance



Sore2.33

Mean 3.00 3.00 4.33 4.33 3.33 4.33 4.00

Standard Deviation

1.73 1.73 1.15 1.15 1.53 1.15 1.28

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10.!Troubleshoots customer complaints/concerns by actively listening and asking questions to understand nature of complaints and (when necessary) asking for manager assistance in order to arrive at an acceptable solution.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 3.67 3.67 4.33 4.00 3.00 3.33 3.56

Standard Deviation

0.58 0.58 0.58 1.00 1.00 0.58 0.72

11.!Interacts with customers by using appropriate body language, tone of voice, word choice and

consistently applying branded salutations (e.g., "welcome to Walgreens") in order to ensure a positive customer experience and comply with Walgreens guidelines.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 4.67 4.33 4.33 4.00 3.00 2.67 3.33

Standard Deviation

0.58 0.58 0.58 0.00 1.73 1.53 1.28

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12.!Promotes Walgreens sales by encouraging customers to take advantage of promotions (e.g., persuading customers to sign up for a Walgreens card, offering manager’s specials) in order to provide customer savings.


Importance of


Importance for new

hire


superior & adequate

performance



Score

Mean 3.33 3.00 3.67 3.33 2.33 2.00 2.67

Standard Deviation

1.53 1.73 1.15 0.58 1.15 1.00 1.10

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APPENDIX!I:!KSA!Statement!Means!and!Standard!Deviations!

A.! Knowledge of Walgreens protocol (e.g., branded greeting, store codes, Excellent Customer Care Standards)

Importance of performing successfully

Importance for new hire

Distinguishes between superior & adequate performance

Composite Importance Score

Mean 4.67 4.67 3.33 4.00

Standard Deviation 0.58 0.58 2.08 1.33

B.! Knowledge of checkout procedures (e.g., offering rewards card, manager’s specials, pricing, returns, payment)





Mean 4.33 4.33 2.67 3.50


C.! Knowledge of current product availability and location on sales floor and in stock room





Mean 4.67 3.33 4.00 4.33


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D.! Ability to use a systematic process (e.g., problem solving, thinking critically) to resolve customer needs





Mean 4.33 3.67 3.33 3.83


E.! Ability to repetitively stoop, and lift objects up to 50 pounds either manually or with the use of a u-boat/dolly





Mean 4.00 4.00 2.67 3.33


F.! Ability to perform multiple job tasks concurrently





Mean 4.33 4.00 2.67 3.50


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G.! Ability to stand for a prolonged period of time (e.g., 2-3 hours)





Mean 4.33 4.33 2.67 3.50


H.! Ability to communicate clearly orally or in writing (e.g., answering questions, explaining benefits of Walgreens card)





Mean 4.00 3.33 2.67 3.33


I.! Ability to interact with others (e.g., customers, coworkers, supervisors) in a professional and polite manner.





Mean 4.00 4.00 2.67 3.33


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J.! Ability to perform mathematical operations (addition, subtraction, multiplications, division) with the use of a calculator





Mean 4.00 4.00 2.67 3.33


K.! Ability to operate a variety of electronic devices (e.g., PA system, Telxon, price scanner, cash register)





Mean 5.00 4.33 3.33 4.17


L.! Ability to attend to detail (e.g., inventory, identifying counterfeit payments, entering data on cash register)





Mean 4.33 4.00 2.33 3.33


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M.!Ability to plan, organize, and prioritize information and job tasks (e.g., product placement, scheduling) within a specified time frame





Mean 4.00 4.00 3.67 3.83


N.! Ability to perform continuous and repetitive motions (entering data on cash register, packing bags) for a prolonged period of time (e.g., 2-3 hours)





Mean 4.33 4.00 2.67 3.5


O.! Ability to assist and share information with coworkers and supervisors in a team-oriented work environment (e.g., training new employees, announcing store codes)





Mean 4.33 4.00 2.33 3.33


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P.! Ability to work independently with limited supervision





Mean 5.00 4.67 2.67 3.83


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APPENDIX!J:!Task/KSA!Matrix!Pairings!

Task 1: Assists customers by proactively initiating contact, answering questions in person or over the phone (e.g., directing customers to location of items, price checks, current promotions), and checking product availability (e.g., locating in stockroom, getting additional help) in order to satisfy customer needs.

KSA H: Ability to communicate clearly orally or in writing (e.g., answering questions, explaining benefits of Walgreens card) (Score: 5)

KSA I: Ability to interact with others (e.g., customers, coworkers, supervisors) in a professional and polite manner (Score: 4.5)

KSA N: Ability to perform continuous and repetitive motions (entering data on cash register, packing bags) for a prolonged period of time (e.g., 2-3 hours) (Score: 4.5) Task 2: Performs weekly inventory checks by visually inspecting product levels (e.g. vitamins, medicine, snacks, toiletries, seasonal items), identifying items that need to be returned to the warehouse or marked down (e.g., 90 days old for medicines, 30 days old for food), reorganizing stock to make room for new product and using a scanner gun (i.e., Texlon) to determine current inventory levels in order to decide what products should be restocked and to make room for new inventory.

KSA F: Ability to perform multiple job tasks concurrently (Score: 4.5)

KSA K: Ability to operate a variety of electronic devices (e.g., PA system, Telxon, price scanner, cash register) (Score: 5) KSA P: Ability to work independently with limited supervision (Score: 4.5)

Task 3: Processes customer transactions by asking for Walgreen’s card, identifying product prices (e.g., using price scanners, cash registers), verifying age requirements to purchase alcohol and tobacco products (e.g., checking drivers license for birthdate, photo, expiration date), collecting payment (e.g., cash, credit cards, debit cards, money orders, providing change), placing items in bags and issuing receipts in order to ensure proper payment and comply with legal regulations.

KSA I: Ability to interact with others (e.g., customers, coworkers, supervisors) in a professional and polite manner (Score: 5)

KSA F: Ability to perform multiple job tasks concurrently (Score: 4.5)

KSA G: Ability to stand for a prolonged period of time (e.g., 2-3 hours) (Score: 4.5)

KSA H: Ability to communicate clearly orally or in writing (e.g., answering questions, explaining benefits of Walgreens card) (Score: 4.5)

KSA K: Ability to operate a variety of electronic devices (e.g., PA system, Telxon, price scanner, cash register) (Score: 4.5)

KSA N: Ability to perform continuous and repetitive motions (entering data on cash register, packing bags) for a prolonged period of time (e.g., 2-3 hours) (Score: 4.5)

KSA P: Ability to work independently with limited supervision (Score: 4.5)

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Task 4: Manages product returns by obtaining the customer’s receipt or rewards card, scanning the item and inputting the reason for the return using cash register in order to provide a refund based on the initial method of payment.



KSA K: Ability to operate a variety of electronic devices (e.g., PA system, Telxon, price scanner, cash register) (Score: 4.5)

KSA P: Ability to work independently with limited supervision (Score: 4.5)

Task 5: Transports stock to and from freight truck, stock room and floor by using hand trucks, u-boat platform trucks and ladders in order to replenish inventory.

KSA E: Ability to repetitively stoop, and lift objects up to 50 pounds either manually or with the use of a u-boat/dolly (Score: 5)

Task 6: Communicates store codes by using the PA system, memorizing or referencing a list of codes in order to efficiently provide alerts and request assistance (e.g., possible theft, cash pickup).


Task 7: Maintains an orderly checkout area by restocking supplies (e.g., register tape, coupon paper, bags) and completing cleaning duties (e.g., taking out trash, sweeping floors, wiping down counters) in order to prepare for shift change.

No KSAs achieved the cutoff score of 4.5

Task 8: Identifies counterfeit bills by looking for watermarks, currency band, and color coding (e.g., $10 are yellow, $20 are green, etc.), using the dri-mark pen and seeking management when appropriate in order to prevent fraudulent payments.

No KSAs achieved the cutoff score of 4.5

Task 9: Assists new employees in the learning of job duties (e.g., working cash register, making transactions, conducting inventory) by providing on the job training (e.g., demonstrating proper task performance, observing and evaluating the employee, providing feedback) to produce a skilled and knowledgeable worker.



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Task 10: Troubleshoots customer complaints/concerns by actively listening and asking questions to understand nature of complaints and (when necessary) asking for manager assistance in order to arrive at an acceptable solution.



Task 11: Interacts with customers by using appropriate body language, tone of voice, word choice and consistently applying branded salutations (e.g., "welcome to Walgreens") in order to ensure a positive customer experience and comply with Walgreens guidelines.

KSA A: Knowledge of Walgreens protocol (e.g., branded greeting, store codes, Excellent Customer Care Standards) (Score 4.5)



Task 12: Promotes Walgreens sales by encouraging customers to take advantage of promotions (e.g., persuading customers to sign up for a Walgreens card, offering manager’s specials) in order to provide customer savings.



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APPENDIX!K:!Job!Description!

Job Title: Customer Service Representative, Walgreens

About the Role:

The Customer Service Representative position is responsible for ensuring the welfare of day-to-day activities at Walgreens. These activities include but are not limited to: assisting customers, managing inventory, and processing transactions. Successful Customer Service Representatives possess excellent communication skills in order to interact with customers and coworkers. They should be critical thinkers who also take initiative to ensure quality completion of tasks while under limited supervision. Overall, Customer Service Representatives are adaptable in order to manage the evolving work environment of Walgreens, providing exceptional customer care.

Major Duties and Responsibilities:

!! Transports stock to and from freight truck, stock room and floor !! Performs weekly inventory checks !! Maintains an orderly checkout area by restocking supplies !! Completes customer transactions at check-out !! Troubleshoots customer complaints/concerns !! Communicates store codes using the PA system

Knowledge Skills and Abilities

!! Ability to use a systematic process !! Ability to repetitively stoop, and lift objects up to 50 pounds either manually or with the

use of a u-boat/dolly !! Ability to perform multiple job tasks concurrently !! Ability to stand for a prolonged period of time !! Ability to communicate clearly orally or in writing !! Ability to interact with others in a professional and polite manner. !! Ability to perform mathematical operations with the use of a calculator !! Ability to attend to detail !! Ability to plan, organize, and prioritize information and job tasks within a specified time

frame !! Ability to perform continuous and repetitive motions for a prolonged period of time !! Ability to assist and share information with coworkers and supervisors in a team-oriented

work environment !! Ability to work independently with limited supervision

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APPENDIX!L:!Selection!interview!form!

Candidate: ____________________________________ Date: ______________________

Interviewer:___________________________________ Position: ____________________

Guidelines for Interviewers:

!! Ensure at least two representative interviewers are present for each candidate

!! Build rapport with the interviewer before beginning

!! Interviewers should be familiar with the role, the questions and proper use of benchmarks

!! All questions should be asked for each candidate in order to ensure standardization

!! Do not allow questions from candidate until the completion of interview

!! Ask all questions as written; avoid paraphrasing or prompting answers

!! Detailed, objective notes should be taken throughout each interview

!! Rate each answer between one and five based on the anchors of the given question;

ratings without anchors can be used if candidates answer satisfies some of the anchors of

the next above rating but not all of the anchors.

!! Ensure confidentiality of all responses from those not involved in the hiring process

Instructions for the Job Candidates:

“The following interview will be a series of questions describing common situations that may be

encountered as a Customer Service Representative. The scenario will be read aloud then you will

be asked to explain how you would either react and/or respond to the given scenario. You will be

rated on your response and I ask you reserve all questions until the end of the interview.”

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1. You are currently in the process of checking out a customer and the phone rings. No one else is around to answer the phone. What would you do?

1 Unacceptable

2 3 Acceptable

4 5 Outstanding

"! Call the customer back when you are finished with the check-out

"! Ask the customer you are checking out to wait while you answer the phone

"! "! Answer the phone and continue checking out the customer

"! Transfer the customer call to a different employee

"! "! Ask the customer in front of you to wait for a moment while you put the phone on hold

"! Ask the customer on the phone if they mind being placed on a short hold

"! Ask for backup and continue checking out the person in front of you until help arrives

Rating: _________ Notes:

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2. A customer comes into the store and asks you for help. She needs help locating an item. You realize the item she needs is out of stock. You inform her the item is out of stock and the woman becomes upset. How would you handle the situation?


1 Unacceptable

2 3 Acceptable

4 5 Outstanding

"! Tell the woman to come back at a later date

"! Explain to the woman that a shipment is coming soon

"! "! Apologize to the woman for the inconvenience and suggest a time to come back to purchase the item!

"! Suggest the woman purchase the item online!

"! "! Apologize to the woman for the inconvenience and show her how to order the product online!

"! Thank the woman for coming into the store and ensure her when the product will arrive!

"! Inform the woman Walgreens will contact her when the product arrives!

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3. You have 5 minutes until the end of your shift and you are hastily trying to get your checkout station in order for the next employee before heading home. A customer approaches you about finding a particular item. Helping them will likely result in you not having enough time to properly clean up your workstation. What would you do?


1 Unacceptable

2 3 Acceptable

4 5 Outstanding

"! Direct the customer to another employee

"! Focus on getting your workstation clean

"! "! Point the customer in the direction of the items

"! Tell the customer there are signs to indicate the location of items

"! Ask another employee to tend to that customer

"! "! Stop what you are doing to help the customer find items

"! Retrieve items from inventory room if needed

"! Take time to explain the sales to the customer

"! Ensure that the customer finds the item and your checkout station is clean before leaving

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4. As your manager leaves for the day, he hands you a list of duties for you and your co-workers to complete on the overnight shift. He asks you to inform the other employees who are scheduled to come in later that night. What would you do?

1 Unacceptable

2 3 Acceptable

4 5 Outstanding

"! Mention or show the list to the other employees

"! Complete the list yourself

"! "! Break up the tasks and assign them to individual employees

"! At the end of your shift check to make sure all tasks were accomplished

"! "! Complete your portion of tasks from the list and then offer to assist others

"! Check back with each employee periodically to check their progress


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5. You are asked to stock the seasonal section of the store while your manager is away. The manager leaves you a picture of exactly how the inventory should be stocked. While shelving the inventory you notice one of the products has not arrived to the store. What would you do?


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1 Unacceptable

2 3 Acceptable

4 5 Outstanding

"! Ask the manager what to do without trying to improvise

"! Leave the space empty momentarily and wait for the shipment

"! "! Arrange the items so the shelves are filled

"! Inquire with the manager about where the items are

"! "! Check the stockroom to see if the item has arrived

"! Determine whether a shipment has been placed

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APPENDIX!M:!Applicant!Rating!Total!Score!Form!

Applicant Name_______________________________________

Interviewer 1 Interviewer 2 Interviewer 3

Question 1

Question 2

Question 3

Question 4

Question 5

Individual

Score

Final Score (sum all the interviewer’s individual scores) _____________________

Final Product Edits for Walgreens

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