When building a high performing hiring process, one of the first tasks is to define the job. Sometimes this is referred to as a job analysis. A job analysis is the most comprehensive way to understand specific “can do” and “will do” components of your service, sales, and support job. Conducting a job analysis should be part of your pre-employment process.
According to “Testing and Assessment: An Employer’s Guide to Good Practices”, published by the U.S. Department of Labor, a “job analysis is a systematic process used to identify the tasks, duties, responsibilities and working conditions associated with a job and the knowledge, skills, abilities, and other characteristics required to perform that job.” George Thornton III in Assessment Centers in Human Resource Management provides some of the output from a job analysis.