ACCA Applied Knowledge · Business and Technology · Motivating individuals and teams
Hackman and Oldham's job characteristics model proposes that jobs are more motivating when they are designed with certain core dimensions. A company redesigns a clerk's role so that one clerk handles a customer's claim from receipt to settlement and receives direct feedback from the customer. Which pair of core dimensions has been most directly improved?
Task identity and feedback. Handling a claim from receipt to settlement lets the clerk complete a whole piece of work, which is task identity, and direct customer comments give information on how well the job was done, which is feedback. Other dimensions are not described.
- ASkill variety and task significance
- BTask identity and feedbackCorrect
- CAutonomy and skill variety
Explanation
Handling a claim from start to finish gives task identity, the completion of a whole identifiable piece of work. Direct customer response provides feedback on results. The scenario does not mention more varied skills, wider impact on others, or more freedom over how work is done.
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