Job Analysis Report

Job Analysis Report
for the classification of
Retail Manager
November 2014
David J. Keyser
West Chester University

Table of Contents
Executive Summary…………………………………………………………………………….…2
Introduction to the Job and Context……………………………………………………………….3
Information Gathering…………………………………………………………………………….3
O*NET………………………………………………………………………………………………..………3
ETL Common Core Roles……………………………………………………………………………………3
Subject Matter Experts……………………………………………………………………………….………4
Interviews…………………………………………………………………………………………………….4
Development of the Job Analysis Questionnaire………………………………………………….5
Tasks & KSA Identification & Grouping………………………………………………………...…………..5
Questionnaire Development………………………………………………………………….………………5
Questionnaire Administration……………………………………………………………………..6
Data Analysis……………………………………………………………………………...………6
Computation of Mean Rating and Critical Scores………………………………………………..…………..6
Data Analysis Tables……………………………………………………………………..…………7
Task & KSA Linking Procedure…………………………………………………………….………………13
Linkage Table………………………………………………………………………...……………14
Summary of Results……………………………………………………………………………..…………..15
Job Description…………………………………………………………………………………..21
References…………………………………………………………………………..……………25
Appendix A: O*NET Summary Report………………………………………………………….26
Appendix B: ETL Common Core Roles…………………………………………..……………..29
Appendix C: Job Analysis Interview Questions…………………………………………………32
Appendix D: Job Analysis Questionnaire………………………………………………………..35
1

2
Executive Summary
The following job analysis report illustrates the steps involved to identify the important
tasks, knowledge, skills and abilities that are necessary to perform the job of a Retail Manager.
The O*NET OnLine database and an acquired document explaining the core roles of Executive
Team Leads (ETLs) at Target were used to obtain background information on the job of a Retail
Manager. Two ETLs at Target were interviewed as subject matter experts (SMEs) while three
ETLs were asked to complete a job analysis questionnaire. The SME’s responses to the
questionnaire were used to determine the essential tasks, knowledge, skills, and abilities (KSAs)
needed to perform the job successfully. The analysis linked these essential tasks of a Retail
Manager with the important KSAs required to perform those essential tasks. The report includes
both the data analysis of the task and KSA statements rated by the SMEs as well as the resulting
job description for a Retail Manager.

3
Introduction to the Job and Context
Retail Managers are responsible for ensuring team members work effectively through
support and facilitation of daily tasks. They provide team members with recognition and
important information regarding safety regulations, upcoming events, and policy changes
through a consistently changing work environment. Retail Managers have to constantly adapt to
their environment in order to resolve difficult issues regarding customers, team members, and
upper management. Retail Managers are responsible for selecting and developing potential talent
through hiring, training, and promotion methods to enrich a positive team culture. With that
being said, Retail Managers are also responsible for firing individuals who do not perform within
company standards.
Information Gathering
O*NET
The O*NET OnLine database was referred to obtain background information on the job
of a Retail Manager. The O*NET summary report for retail manager listed the essential tasks and
KSAs necessary to successfully perform the job. This summary report was helpful in
categorizing the critical tasks and KSAs required for the job and in developing the job analysis
questionnaire. The O*NET summary report can be found in Appendix A.
ETL Common Core Roles
Upon request, information regarding the core roles of the position of Target Executive
Team Leader (ETL) was obtained by the job analyst in order to receive even further background

information of the job of Retail Manager. The ETL core roles indicated all of the essential duties
of this specific type of Retail Manager and were helpful in developing the job analysis
questionnaire. The ETL core roles summary can be found in Appendix B.
4
Subject Matter Experts
Information regarding the job of retail manager was also gathered from two subject
matter experts: Matthew Uhlman and Lydia Johnston. Both of the SMEs are current incumbents
who work at the Target in West Pottsgrove Township, Pennsylvania. Both Mr. Uhlman and Ms.
Johnston have many years of experience while working in retail. Mr. Uhlman has been an ETL at
Target for three years while Ms. Johnston has been an ETL at Target for eight months, but has
worked for the company for over eight years.
Interviews
Individual interviews with both SMEs were conducted to gain a deeper understanding of
the job of a retail manager. The SMEs were asked to describe their daily routine and daily
expectations on the job, what types of hardships are faced, what the characteristics of the best
and worst performing person they have seen in the job, etc. Interview questions can be found in
Appendix C. Besides different leadership styles, the SMEs indicated that arguably the most
important attribute for a retail manager to have is a positive attitude and the ability to connect
with team members, guests, and other leaders. These interview responses were used to develop
the job analysis questionnaire.

Development of the Job Analysis Questionnaire
The job analysis questionnaire was created based on a combination of the information
from the O*NET OnLine summary report for retail managers, the ETL Common Core Roles, and
the information gathered from interviews of the three SMEs.
5
Task and KSA Grouping
The job analysis questionnaire contained five sections. They were 1) Tasks, 2)
Knowledge, 3) Skills, and 4) Abilities 5) Open comments. After researching the job of a retail
manager on O*NET, ETL Common Core Roles, and conducting interviews with SMEs, task and
KSA statements were written. The finalized questionnaire consisted of twenty one task
statements, seven knowledge statements, seven skill statements, and seven ability statements.
Overall, this questionnaire was a detailed overview of the major tasks and KSAs needed to
perform the job of a retail manager. The final job analysis questionnaire can be found in
Appendix D.
Questionnaire Development
The questionnaire was developed in a way that each task and KSA statement was to be
rated on two dimensions: importance and frequency by each SME. Importance referred to the
importance of the task or KSA in relation to overall success of job performance. Frequency
referred to the frequency of performing the task or using the KSA on the job. Separate rating
scales were used to measure importance and frequency of use. The importance scale was
anchored from 0 = unimportant to 2 = essential and the frequency of use scale was anchored
from 0 = never use to 3 = frequently use.

6
Questionnaire Administration
The questionnaire was administered to the two SMEs who were interviewed and one
additional SME.
Data Analysis
Computation of Mean Rating and Critical Scores
The mean ratings were calculated by finding the average for each of the tasks and KSA
statements for both importance and frequency. The combined ratings for each of the tasks and
KSA statements were calculated by adding the mean importance and mean frequency of use. The
mean importance (MI), mean frequency of use (MF), and combined rating (CR) for each of the
tasks and KSA statements are presented in Tables 1- 4 below. The average of each task and KSA
statements for mean importance and mean frequency of use had to be at least 0.5 or higher to
retain. Statements receiving a mean importance and frequency rating lower than 0.5 were reject.
For each task and KSA statement a critical score (combined rating) was computed by adding the
mean importance rating to the mean frequency rating. A cutoff score of 2 was set to identify the
most critical tasks and KSAs for a retail manager. The reason why a cut score of 2 was used was
because it seemed reasonable given the data. Statements with a combined rating less than 2 were
rejected and statements with a combined average greater than 2 were retained and placed in the
job description. In the current job analysis every task and KSA statement was retained.

7
Table 1 – Data Analysis of Task Statements
Descriptions
Tasks
MI
MF
CR
1. Convey marvelous moments with
customers by responding to
customer issues and grievances to
facilitate customer satisfaction.
2 2.67 4.67
2. Make decisions on the hiring,
training, and evaluation aspects of
team members and in some cases,
promoting and firing when required.
2 2.33 4.33
3. Use appropriate tools and
authorizations to meet financial
obligations such as budgets, team
member schedules, etc.
2 2.67 4.67
4. Examine and ensure team
accountability for correct display,
signing, and pricing of merchandise.
1.33 2.67 4
5. Hold team accountable for
maintaining brand standards such as
cleanliness, organization, and
adequate work environments by
enforcing brand policies.
2 2.67 4.67
6. Develop current team by
providing feedback on tasks along
with recognition.
2 3 5
7. Facilitate change for new and
current team members through
communication and best practice
such as being up to date with policy
and leadership changes.
1.67 2.33 4
8. Promote safety in the workplace
through training and recognition.
1.67 2.33 4
9. Maintain regular attendance
through flexible work schedules
(e.g. nights, weekends, holidays,
extended shifts, etc.)
1.33 3 4.33

8
10. Conduct morning meetings with
team and supervisor to discuss
plans, performance, recognition, etc.
1 3 4
11. Seek personal feedback in order
to constantly refine strengths and
bolster weaknesses as a leader.
1.33 2.33 3.66
12. Provide others with feedback in
order to give insight into best
practices of others.
1.33 2.33 3.66
13. Collaborate with team to
identify best practices and illustrate
expectations of tasks.
1.33 2.33 3.66
14. Facilitate monthly meetings to
review sales, areas of improvement
for the team and store as a whole,
discuss upcoming events (e.g.
holidays), etc.
1.67 2.33 4
15. Create a balanced weekly
schedule by incorporating the needs
of the store in relation to the
availability of each team member.
2 3 5
16. Take leadership courses and
constantly remain current on
different company expectations and
standards to facilitate professional
development.
1 1.67 2.67
17. Instruct and support team when
dealing with difficult sales
transactions or returns to bolster
team performance and insure
positive guest experience.
1.67 2.67 4.34
18. Monitor inventory on the sales
floor and ensure that all
merchandise is replenished once
inventory is low.
2 3 5
19. Serve as a leader who
recognizes store goals and delegate
appropriately to ensure the tasks
will be completed effectively.
2 3 5
20. Confirm that the team follows
food standards such as product
rotation and elimination of expired
or damaged products to guarantee
food freshness for guests.
1.33 2.33 3.66
21. Provide training and feedback to
colleagues and subordinates in order
1.67 2.33 4

9
to reinforce best practices.

Table 2 – Data Analysis of Knowledge Statements
10
Description
Knowledge
MI MF CR
1. Utilize knowledge of business or
leadership received during the
completion of college or equivalent
experience.
1.33 2 3.33
2. Possess the knowledge of
different types of merchandise and
the principles, and methods for
presenting, endorsing, and selling
products.
1 2 3
3. Understanding the principles of
business and management in order to
promote different marketing
strategies, leadership techniques,
human resource modeling, etc.
2 3 5
4. Knowledge of principles and
procedures for recruiting potential
talent and personnel training
1.33 2.67 4
5. Knowledge of different legal
issues such as employee compliance
(taking breaks at the right time)
2 3 5
6. Knowledge of jargon used in store
such as brand, FIFO (first in, first
out), best practice, etc.
1.67 3 4.67
7. Knowledge of food safety
standards to safeguard the health of
guests and team members.
1.67 2.67 4.34

11
Table 3 – Data Analysis of Skill Statements
Description
Skills
MI
MF
CR
1. Be aware of different reactions
from guests and team members and
be able to understand why they are
reacting in that manner.
1.33 2.33 3.66
2. Manage individual time
effectively and the time of other
subordinates.
1.67 3 3.67
3. Identify complex problems and
use existing information to develop
and evaluate options and implement
solutions.
1.33 3 4.33
4. Use technology and different
types of software to make daily tasks
easier and more efficient.
1.67 2.67 4.34
5. Possess coordination skills to
balance different projects at the same
time/multitask.
1.67 2.67 4.34
6. Motivating individuals by
knowing their work style and their
interests.
1.33 2.67 4
7. Facilitate instruction and training
based on the interests and abilities of
the team.
1 2.33 3.33

12
Table 4 – Data Analysis of Ability Statements
Description
Abilities
MI MF
CR
1. Ability to use mathematical
reasoning and choose the right
mathematical methods to
solve a problem.
0.67 1.33 2
2. Ability to listen to and
understand information and
ideas presented through oral
comprehension.
2 3 5
3. Ability to speak clearly and
communicate information and
ideas with others in a way that
they understand.
2 3 5
4. Ability to know when
something is wrong or
recognizing a situation that
has the potential to generate a
problem.
2 3 5
5. Ability to adapt to constant
changes in work environment
such as changes in team,
policy, management, morale,
etc.
2 3 5
6. Ability to climb and
descend from ladders carrying
merchandise.
1 2 3
7. Have the physical
capabilities of lifting up to
forty pounds.
1.67 2 3.67

13
Task and KSA Linkage Procedure
The job analyst linked the essential tasks of the retail manager classification with the
important KSAs required to perform those essential tasks. For this linkage process, the job
analyst used the following rating scale: 0= No Relationship. This KSA is not needed to perform
this task or 1= Relationship. This KSA is needed to perform this task. The table below shows the
task/KSA linkage results. The linkage table is important because it contains the KSAs that a
perspective retail manager or current incumbent will need to be a high performer on the job.

KSA Statements
14
Tasks with a
relationship to
this KSA
1. Utilize knowledge of business or leadership received during the
completion of college or equivalent experience.
2, 7, 16, 19
2. Possess the knowledge of different types of merchandise and the
principles, and methods for presenting, endorsing, and selling
products.
4, 18, 20
3. Understanding the principles of business and management in order to
promote different marketing strategies, leadership techniques, human
resource modeling, etc.
2, 3, 4, 7, 10, 11,
12, 13, 14, 15,
16, 17, 19, 21
4. Knowledge of principles and procedures for recruiting potential talent
and personnel training.
2, 6, 7, 8, 12, 17,
21
5. Knowledge of different legal issues such as employee compliance
(taking breaks at the right time).
2, 7, 8, 16
6. Knowledge of jargon used in store such as brand, FIFO (first in, first
5, 20, 21
7. Knowledge of food safety standards to safeguard the health of guests
and team members.
1, 4, 5, 8, 20
8. Be aware of different reactions from guests and team members and be
able to understand why they are reacting in that manner.
1, 2, 5, 6, 7, 8,
12, 17, 21
9. Manage individual time effectively and the time of other
subordinates.
9, 10, 19, 21
10. Identify complex problems and use existing information to develop
and evaluate options and implement solutions.
1, 2, 3, 7, 17, 19,

11. Use technology and different types of software to make daily tasks
15
2, 3, 14, 15, 16
12. Possess coordination skills to balance different projects at the same
time/multitask.
1, 2, 3, 15
13. Motivating individuals by knowing their work style and their
interests.
2, 6, 7, 12, 13, 21
14. Facilitate instruction and training based on the interests and abilities
of the team.
6, 7, 12, 13, 17,
21
15. Ability to use mathematical reasoning and choose the right
mathematical methods to solve a problem.
3, 14, 15, 17
16. Ability to listen to and understand information and ideas presented
through oral comprehension.
1, 10, 11, 13, 14
17. Ability to speak clearly and communicate information and ideas with
others in a way that they understand.
1, 2, 6, 7, 8, 10,
12, 13, 14, 17,
19, 21
18. Ability to know when something is wrong or recognizing a situation
that has the potential to generate a problem.
1, 2, 3, 4, 5, 6, 7,
8, 12, 13, 14, 17,
18, 19, 20, 21
19. Ability to adapt to constant changes in work environment such as
changes in team, policy, management, morale, etc.
2, 10, 11, 14, 16,
19, 21
20. Ability to climb and descend from ladders carrying merchandise.
5, 8, 13, 18
21. Have the physical capabilities of lifting up to forty pounds.
5, 8, 13, 18

16
Summary of Results
Based on the results from the linkage process, the critical tasks from the job analysis
questionnaire were linked to the critical KSAs. Listed below are the KSAs related to each
essential task.
 Convey marvelous moments with customers by responding to customer issues and
grievances to facilitate customer satisfaction: Knowledge of food safety standards to
safeguard the health of guests and team members, be aware of different reactions from
guests and team members and be able to understand why they are reacting in that manner,
identify complex problems and use existing information to develop and evaluate options
and implement solutions, possess coordination skills to balance different projects at the
same time/multitask, ability to listen to and understand information and ideas presented
through oral comprehension, ability to speak clearly and communicate information and
ideas with others in a way that they understand, and ability to know when something is
wrong or recognizing a situation that has the potential to generate a problem.
 Make decisions on the hiring, training, and evaluation aspects of team members and
in some cases, promoting and firing when required: Utilize knowledge of business or
leadership received during the completion of college or equivalent experience,
understanding the principles of business and management in order to promote different
marketing strategies, leadership techniques, human resource modeling, etc., knowledge of
principles and procedures for recruiting potential talent and personnel training,
knowledge of different legal issues such as employee compliance (taking breaks at the
right time), be aware of different reactions from guests and team members and be able to
understand why they are reacting in that manner, identify complex problems and use
existing information to develop and evaluate options and implement solutions, use
technology and different types of software to make daily tasks easier and more efficient,
possess coordination skills to balance different projects at the same time/multitask,
motivating individuals by knowing their work style and their interests, ability to speak
clearly and communicate information and ideas with others in a way that they understand,
ability to know when something is wrong or recognizing a situation that has the potential
to generate a problem, and ability to adapt to constant changes in work environment such
as changes in team, policy, management, morale, etc.
 Use appropriate tools and authorizations to meet financial obligations such as
budgets, team member schedules, etc.: Understanding the principles of business and
management in order to promote different marketing strategies, leadership techniques,
human resource modeling, etc., identify complex problems and use existing information
to develop and evaluate options and implement solutions, use technology and different

types of software to make daily tasks easier and more efficient, possess coordination
skills to balance different projects at the same time/multitask, ability to use mathematical
reasoning and choose the right mathematical methods to solve a problem, and ability to
know when something is wrong or recognizing a situation that has the potential to
generate a problem.
 Examine and ensure team accountability for correct display, signing, and pricing of
merchandise: Possess the knowledge of different types of merchandise and the
principles, and methods for presenting, endorsing, and selling products, understanding the
principles of business and management in order to promote different marketing strategies,
leadership techniques, human resource modeling, etc., knowledge of food safety
standards to safeguard the health of guests and team members, and ability to know when
something is wrong or recognizing a situation that has the potential to generate a
problem.
 Hold team accountable for maintaining brand standards such as cleanliness,
organization, and adequate work environments by enforcing brand policies:
Knowledge of jargon used in store such as brand, FIFO (first in, first out), best practice,
etc., knowledge of food safety standards to safeguard the health of guests and team
members, be aware of different reactions from guests and team members and be able to
understand why they are reacting in that manner, ability to know when something is
wrong or recognizing a situation that has the potential to generate a problem, ability to
climb and descend from ladders carrying merchandise, and have the physical capabilities
of lifting up to forty pounds.
 Develop current team by providing feedback on tasks along with recognition:
Knowledge of principles and procedures for recruiting potential talent and personnel
training, be aware of different reactions from guests and team members and be able to
understand why they are reacting in that manner, motivating individuals by knowing their
work style and their interests, facilitate instruction and training based on the interests and
abilities of the team, ability to speak clearly and communicate information and ideas with
others in a way that they understand, and ability to know when something is wrong or
recognizing a situation that has the potential to generate a problem.
 Facilitate change for new and current team members through communication and
best practice such as being up to date with policy and leadership changes: Utilize
knowledge of business or leadership received during the completion of college or
equivalent experience, understanding the principles of business and management in order
to promote different marketing strategies, leadership techniques, human resource
modeling, etc., knowledge of principles and procedures for recruiting potential talent and
personnel training, be aware of different reactions from guests and team members and be
able to understand why they are reacting in that manner, identify complex problems and
17

use existing information to develop and evaluate options and implement solutions,
motivating individuals by knowing their work style and their interests, facilitate
instruction and training based on the interests and abilities of the team, ability to speak
to generate a problem,
 Promote safety in the workplace through training and recognition: Knowledge of
principles and procedures for recruiting potential talent and personnel training,
right time), knowledge of food safety standards to safeguard the health of guests and
team members, be aware of different reactions from guests and team members and be
able to understand why they are reacting in that manner, ability to speak clearly and
communicate information and ideas with others in a way that they understand, ability to
generate a problem, ability to climb and descend from ladders carrying merchandise, and
have the physical capabilities of lifting up to forty pounds.
 Maintain regular attendance through flexible work schedules (e.g. nights, weekends,
holidays, extended shifts, etc.): Manage individual time effectively and the time of other
subordinates.
 Conduct morning meetings with team and supervisor to discuss plans, performance,
recognition, etc.: Understanding the principles of business and management in order to
promote different marketing strategies, leadership techniques, human resource modeling,
etc., manage individual time effectively and the time of other subordinates, ability to
listen to and understand information and ideas presented through oral comprehension,
ability to speak clearly and communicate information and ideas with others in a way that
they understand, and ability to adapt to constant changes in work environment such as
 Seek personal feedback in order to constantly refine strengths and bolster
weaknesses as a leader: Understanding the principles of business and management in
order to promote different marketing strategies, leadership techniques, human resource
modeling, etc., ability to listen to and understand information and ideas presented through
oral comprehension, and ability to adapt to constant changes in work environment such as
 Provide others with feedback in order to give insight into best practices of others:
Understanding the principles of business and management in order to promote different
marketing strategies, leadership techniques, human resource modeling, etc., knowledge of
principles and procedures for recruiting potential talent and personnel training, be aware
of different reactions from guests and team members and be able to understand why they
are reacting in that manner, motivating individuals by knowing their work style and their
interests, facilitate instruction and training based on the interests and abilities of the team,
ability to speak clearly and communicate information and ideas with others in a way that
18

they understand, and ability to know when something is wrong or recognizing a situation
that has the potential to generate a problem.
 Collaborate with team to identify best practices and illustrate expectations of tasks:
Understanding the principles of business and management in order to promote different
marketing strategies, leadership techniques, human resource modeling, etc., motivating
individuals by knowing their work style and their interests, facilitate instruction and
training based on the interests and abilities of the team, ability to listen to and understand
information and ideas presented through oral comprehension, ability to speak clearly and
communicate information and ideas with others in a way that they understand, ability to
generate a problem, ability to climb and descend from ladders carrying merchandise, and
have the physical capabilities of lifting up to forty pounds.
 Facilitate monthly meetings to review sales, areas of improvement for the team and
store as a whole, discuss upcoming events (e.g. holidays), etc.: Understanding the
leadership techniques, human resource modeling, etc., use technology and different types
of software to make daily tasks easier and more efficient, ability to use mathematical
reasoning and choose the right mathematical methods to solve a problem, ability to listen
to and understand information and ideas presented through oral comprehension, ability to
speak clearly and communicate information and ideas with others in a way that they
understand, ability to know when something is wrong or recognizing a situation that has
the potential to generate a problem, and ability to adapt to constant changes in work
environment such as changes in team, policy, management, morale, etc.
 Create a balanced weekly schedule by incorporating the needs of the store in
relation to the availability of each team member: Understanding the principles of
business and management in order to promote different marketing strategies, leadership
techniques, human resource modeling, etc., use technology and different types of
software to make daily tasks easier and more efficient, possess coordination skills to
balance different projects at the same time/multitask, and ability to use mathematical
reasoning and choose the right mathematical methods to solve a problem.
 Take leadership courses and constantly remain current on different company
expectations and standards to facilitate professional development: Utilize knowledge
of business or leadership received during the completion of college or equivalent
experience, understanding the principles of business and management in order to promote
different marketing strategies, leadership techniques, human resource modeling, etc.,
right time), use technology and different types of software to make daily tasks easier and
more efficient, and ability to adapt to constant changes in work environment such as
19

 Instruct and support team when dealing with difficult sales transactions or returns
to bolster team performance and insure positive guest experience: Understanding the
leadership techniques, human resource modeling, etc., knowledge of principles and
procedures for recruiting potential talent and personnel training, be aware of different
reactions from guests and team members and be able to understand why they are reacting
in that manner, identify complex problems and use existing information to develop and
evaluate options and implement solutions, facilitate instruction and training based on the
interests and abilities of the team, ability to use mathematical reasoning and choose the
right mathematical methods to solve a problem, ability to speak clearly and communicate
information and ideas with others in a way that they understand, and ability to know
when something is wrong or recognizing a situation that has the potential to generate a
problem.
 Monitor inventory on the sales floor and ensure that all merchandise is replenished
once inventory is low: Possess the knowledge of different types of merchandise and the
principles, and methods for presenting, endorsing, and selling products, ability to know
when something is wrong or recognizing a situation that has the potential to generate a
problem, ability to climb and descend from ladders carrying merchandise, and have the
physical capabilities of lifting up to forty pounds.
 Serve as a leader who recognizes store goals and delegate appropriately to ensure
the tasks will be completed effectively: Utilize knowledge of business or leadership
received during the completion of college or equivalent experience, understanding the
leadership techniques, human resource modeling, etc., manage individual time effectively
and the time of other subordinates, identify complex problems and use existing
information to develop and evaluate options and implement solutions, ability to speak
to generate a problem, and ability to adapt to constant changes in work environment such
as changes in team, policy, management, morale, etc.
 Confirm that the team follows food standards such as product rotation and
elimination of expired or damaged products to guarantee food freshness for guests:
Possess the knowledge of different types of merchandise and the principles, and methods
for presenting, endorsing, and selling products, knowledge of jargon used in store such as
brand, FIFO (first in, first out), best practice, etc., knowledge of food safety standards to
safeguard the health of guests and team members, and ability to know when something is
wrong or recognizing a situation that has the potential to generate a problem.
 Provide training and feedback to colleagues and subordinates in order to reinforce
best practices: Understanding the principles of business and management in order to
promote different marketing strategies, leadership techniques, human resource modeling,
etc., knowledge of principles and procedures for recruiting potential talent and personnel
training, knowledge of jargon used in store such as brand, FIFO (first in, first out), best
20

practice, etc., be aware of different reactions from guests and team members and be able
to understand why they are reacting in that manner, manage individual time effectively
and the time of other subordinates, motivating individuals by knowing their work style
and their interests, facilitate instruction and training based on the interests and abilities of
the team, ability to speak clearly and communicate information and ideas with others in a
way that they understand, ability to know when something is wrong or recognizing a
situation that has the potential to generate a problem, and ability to adapt to constant
changes in work environment such as changes in team, policy, management, morale, etc.
The job description included the essential tasks and KSAs used in this linkage exercise.
21

22
Job Description
Job Title: Retail Manager
General summary of responsibilities: Facilitate, manage, and enhance team performance
through praise and recognition. Provide and except feedback from others in order to enhance best
practices. Hire, fire, and promote team to enhance a positive team culture and work environment.
Resolve any disputes with team members and guests to provide an ultimate experience. Hold the
team accountable for their actions while promoting safety and balancing the needs of the team.
Be flexible and adaptable to new technologies, challenges, and policies that can impact work
environment or core roles.
Tasks:
 Convey marvelous moments with customers by responding to customer issues and
grievances to facilitate customer satisfaction.
 Make decisions on the hiring, training, and evaluation aspects of team members and in
some cases, promoting and firing when required.
 Use appropriate tools and authorizations to meet financial obligations such as budgets,
team member schedules, etc.
 Examine and ensure team accountability for correct display, signing, and pricing of
merchandise.
 Hold team accountable for maintaining brand standards such as cleanliness, organization,
and adequate work environments by enforcing brand policies.
 Develop current team by providing feedback on tasks along with recognition.
 Facilitate change for new and current team members through communication and best
practice such as being up to date with policy and leadership changes.
 Promote safety in the workplace through training and recognition.
 Maintain regular attendance through flexible work schedules (e.g. nights, weekends,
holidays, extended shifts, etc.).
 Conduct morning meetings with team and supervisor to discuss plans, performance,
recognition, etc.
 Seek personal feedback in order to constantly refine strengths and bolster weaknesses as
a leader.
 Provide others with feedback in order to give insight into best practices of others.
 Collaborate with team to identify best practices and illustrate expectations of tasks.
 Facilitate monthly meetings to review sales, areas of improvement for the team and store
as a whole, discuss upcoming events (e.g. holidays), etc.
 Create a balanced weekly schedule by incorporating the needs of the store in relation to
the availability of each team member.
 Take leadership courses and constantly remain current on different company expectations
and standards to facilitate professional development.
 Instruct and support team when dealing with difficult sales transactions or returns to
bolster team performance and insure positive guest experience.

 Monitor inventory on the sales floor and ensure that all merchandise is replenished once
23
inventory is low.
 Serve as a leader who recognizes store goals and delegate appropriately to ensure the
tasks will be completed effectively.
 Confirm that the team follows food standards such as product rotation and elimination of
expired or damaged products to guarantee food freshness for guests.
 Provide training and feedback to colleagues and subordinates in order to reinforce best
practices.
Knowledge:
 Utilize knowledge of business or leadership received during the completion of college or
equivalent experience.
 Possess the knowledge of different types of merchandise and the principles, and methods
for presenting, endorsing, and selling products.
 Understanding the principles of business and management in order to promote different
marketing strategies, leadership techniques, human resource modeling, etc.
 Knowledge of principles and procedures for recruiting potential talent and personnel
training.
 Knowledge of different legal issues such as employee compliance (taking breaks at the
right time).
 Knowledge of jargon used in store such as brand, FIFO (first in, first out), best practice,
etc.
 Knowledge of food safety standards to safeguard the health of guests and team members.
Skills:
 Be aware of different reactions from guests and team members and be able to understand
why they are reacting in that manner.
 Manage individual time effectively and the time of other subordinates.
 Identify complex problems and use existing information to develop and evaluate options
and implement solutions.
 Use technology and different types of software to make daily tasks easier and more
efficient.
 Possess coordination skills to balance different projects at the same time/multitask.
 Motivating individuals by knowing their work style and their interests.
 Facilitate instruction and training based on the interests and abilities of the team.
Abilities:
 Ability to use mathematical reasoning and choose the right mathematical methods to
solve a problem.
 Ability to listen to and understand information and ideas presented through oral
comprehension.

 Ability to speak clearly and communicate information and ideas with others in a way that
24
they understand.
 Ability to know when something is wrong or recognizing a situation that has the potential
to generate a problem.
 Ability to adapt to constant changes in work environment such as changes in team,
policy, management, morale, etc.
 Ability to climb and descend from ladders carrying merchandise.
 Have the physical capabilities of lifting up to forty pounds.
Qualifications:
 Must have at least a bachelor’s degree.
Experience:
 Previous knowledge, skills, or work-related experience is not required but highly
recommended.

References:
O*NET OnLine. (2010). First-Line Supervisors of Retail Sales Workers. Retrieved from
http://www.onetonline.org/link/summary/41-1011.00 on 10/14/2014
25

Appendix A
O*NET First-Line Supervisors of Retail Sales Workers Summary Report
Summary Report for: 41-1011.00 - First-Line Supervisors of Retail Sales Workers
Directly supervise and coordinate activities of retail sales workers in an establishment or
department. Duties may include management functions, such as purchasing, budgeting,
accounting, and personnel work, in addition to supervisory duties.
Sample of reported job titles: Manager, Store Manager, Assistant Manager, Department
Manager, Shift Manager, Meat Department Manager, Assistant Store Manager, Office Manager,
Bakery Manager, Deli Manager
26
Tasks
 Provide customer service by greeting and assisting customers, and responding to
customer inquiries and complaints.
 Direct and supervise employees engaged in sales, inventory-taking, reconciling cash
receipts, or in performing services for customers.
 Monitor sales activities to ensure that customers receive satisfactory service and quality
goods.
 Inventory stock and reorder when inventory drops to a specified level.
 Instruct staff on how to handle difficult and complicated sales.
 Hire, train, and evaluate personnel in sales or marketing establishments, promoting or
firing workers when appropriate.
 Assign employees to specific duties.
 Enforce safety, health, and security rules.
 Examine merchandise to ensure that it is correctly priced and displayed and that it
functions as advertised.
 Plan budgets and authorize payments and merchandise returns.
Knowledge
 Customer and Personal Service — Knowledge of principles and processes for
providing customer and personal services. This includes customer needs assessment,
meeting quality standards for services, and evaluation of customer satisfaction.
 Sales and Marketing — Knowledge of principles and methods for showing, promoting,
and selling products or services. This includes marketing strategy and tactics, product
demonstration, sales techniques, and sales control systems.
 Administration and Management — Knowledge of business and management
principles involved in strategic planning, resource allocation, human resources modeling,
leadership technique, production methods, and coordination of people and resources.
 English Language — Knowledge of the structure and content of the English language
including the meaning and spelling of words, rules of composition, and grammar.
 Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and
their applications.

 Education and Training — Knowledge of principles and methods for curriculum and
training design, teaching and instruction for individuals and groups, and the measurement
of training effects.
 Personnel and Human Resources — Knowledge of principles and procedures for
personnel recruitment, selection, training, compensation and benefits, labor relations and
negotiation, and personnel information systems.
27
Skills
 Active Listening — Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and not interrupting at
inappropriate times.
 Coordination — Adjusting actions in relation to others' actions.
 Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses
of alternative solutions, conclusions or approaches to problems.
 Monitoring — Monitoring/Assessing performance of yourself, other individuals, or
organizations to make improvements or take corrective action.
 Service Orientation — Actively looking for ways to help people.
 Speaking — Talking to others to convey information effectively.
 Management of Personnel Resources — Motivating, developing, and directing people
as they work, identifying the best people for the job.
 Social Perceptiveness — Being aware of others' reactions and understanding why they
react as they do.
 Time Management — Managing one's own time and the time of others.
 Complex Problem Solving — Identifying complex problems and reviewing related
information to develop and evaluate options and implement solutions.
Abilities
 Oral Comprehension — The ability to listen to and understand information and ideas
presented through spoken words and sentences.
 Oral Expression — The ability to communicate information and ideas in speaking so
others will understand.
 Speech Clarity — The ability to speak clearly so others can understand you.
 Speech Recognition — The ability to identify and understand the speech of another
person.
 Problem Sensitivity — The ability to tell when something is wrong or is likely to go
wrong. It does not involve solving the problem, only recognizing there is a problem.
 Deductive Reasoning — The ability to apply general rules to specific problems to
produce answers that make sense.
 Category Flexibility — The ability to generate or use different sets of rules for
combining or grouping things in different ways.
 Information Ordering — The ability to arrange things or actions in a certain order or
pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters,
words, pictures, mathematical operations).

 Mathematical Reasoning — The ability to choose the right mathematical methods or
28
formulas to solve a problem.
 Near Vision — The ability to see details at close range (within a few feet of the
observer).

Appendix B (ETL) Common Core Roles
Executive Team Leader Common Core Roles
29
Be Your Best Self
 Be respectful and act with integrity.
 Be Fast, Fun and Friendly.
 Be accountable and continuously improve.
 Be Your Best Self.
 Perform leader on duty (LOD) duties; ensuring the entire team is productive and the store
is meeting brand.
 Walk the sales floor daily to set daily goals and expectations, coach and follow up with
the team to ensure the goals and expectations are satisfied; quickly identify and
implement solutions to any in-stock, presentation, pricing, signing or safety issues.
 Champion personal leadership development using company tools and programs; actively
seek feedback from team, peers and leader.
 Interpret corporate communication, and provide clear direction to others.
 Effectively execute and lead the team through new initiatives and change.
 Actively participate in Talent and Culture meetings.
 Deliver amazing moments for team members and guests.
 Serve as a leader by strategically thinking about how to develop and accomplish goals,
and properly delegate to team members the tasks necessary to implement those goals.
 Ensure team members comply with established dress guidelines, including name badge.
 Hold team members accountable for completing position training, conduct follow-up and
assess training progress of new team members.
 Complete additional duties as needed or required.
Health Team Culture
 Plan for the right person, right place, right time.
 Develop a talented team with a winning spirit.
 Foster an inclusive, diverse and save culture.
 Create an environment of openness, trust and recognition.
 Assess and select top talent at the hourly team member and team leader level by
interviewing new candidates for hire and current team members for promotion, and make
decisions about whom to hire.
 Actively participate in the performance management process, which includes
recognizing, coaching, providing meaningful feedback, writing and delivering
performance reviews and writing and delivering counseling and corrective actions.
 Follow up a d take action on team commitments.
 Analyze schedules to ensure proper staffing levels that meet business needs.
 Develop business leaders using impactful talent management tools, including, not limited
to, leadership expectations, leadership status, GAPs, etc.
 Ensure team members and team leaders are provided all required duty-free meal periods
and rest breaks.
 Lead a compliance culture that mitigates financial and legal risk; focus on compliance,
integrity, and safety.

 Drive a safe and secure culture focused on incident and injury prevention; encourages
save behaviors through coaching and recognition, and by identifying, reporting and
responding to all safety concerns and trends in a timely manner.
 Contribute to a respectful Fast, Fun and Friendly atmosphere for all team members by
placing importance on everyday moments with the team.
 Evaluate performance results, and develop and implement action plans to achieve
performance goals; hold team leaders accountable to do the same.
30
Drive Profitable Sales
 Put the guest first.
 Build a sales culture.
 Superior execution through best practices.
 Deliver on financial goals.
 Lead a culture of sales and expense financial accountability.
 Proactively leverage tools, reports and processes to meet or beat payroll goals.
 Demonstrate awareness, engagement and accountability for gross margin.
 Actively demonstrate and recognize the Vibe model: Engage+ Educate+ Sell to drive
sales and guest loyalty.
 Model, coach and recognize Vibe service behaviors leveraging Vibe tools and routines.
 Use all avenues to close the sale (e.g., Target.com, Target app and Flexible Fulfillment).
 Appropriately prioritize and drive continuous improvement in the areas of the profit
formula to impact total store profitability and company Earnings Before Interest and
Taxes (EBIT).
 Support the shortage-awareness culture; understand how operational procedures impact
profitability; avoid shortcuts; promote theft and fraud prevention through guest service.
 Drive complete, timely and quality merchandising transactions.
 Supervise and coach the team to ensure excellent in-stocks with minimal outs.
 Hold the team accountable for accurate pricing and current signing.
 Ensure the interior and exterior of the store are neat, safe, clean and is comfortable and
well lit; maintain offstage brand.
 Educate the team on how amazing moments drive profitability.
 Empower the team to make it right for the guest to drive guest loyalty.
 Place importance on each guest interaction.
 Understand and connect how everyday tasks and daily leadership are connected to guest
satisfaction.
 Ensure team follows food freshness standards, product rotation (FIFO), no expired
products, remove dented or damaged product, properly handle temperature-sensitive food
items and ensure cleanliness to prevent pest infestation when handling food items.
 Lead your team to incorporate digital routines into store culture, champion new
technology and processes to drive sales.
Food/Sales Floor/Front End Common Role
 Continually inspect the freshness and quality of products on the sales floor and in the
backroom.

 Ensure that team follows proper product rotation procedures, including immediately
removing and marking outdated or poor-quality items that do not meet our high
standards.
 Ensure the team is responding quickly to cleanliness and freshness issues; verify freezers
and coolers are neat, organized and clean.
 Ensure all processes and new rollouts are executed by the team to guarantee brand
31
consistency.
 Analyze and use financial data to assess area; develop and implement action plans when
necessary.
 Ensure team members understand and execute the functions in their core roles by using
proper processes to complete their daily tasks.
 Lead teams to keep backrooms, receiving dock and sales floor organized, clean and free
of clutter.

Appendix C
Job Analysis Interview Questions
INTERVIEW QUESTIONNAIRE
JOB ANALYSIS
Name: ________________________________________________________
Job Title: ________________________________________________________
How Long in this Role: _____________________________
32
 Introduction
 Reason for interview
 Explain how data will be used
 Maintain Confidentiality
1. If you divided your job into major functions, what would they be? What are the
major job responsibilities?
_______________________________________________________________
_______________________________________________________________
2. Describe a typical day on the job from the beginning of the shift to the end. How
much time do you spend doing each thing?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
3. Are there any activities that do not necessarily happen every day that you consider
an important part of your job?
________________________________________________________________________
________________________________________________________________________
______________________________________________________
4. If you broke down the major functions of the job into individual tasks, what
would they be?
________________________________________________________________________
________________________________________________________________________
______________________________________________________
5. Who are the other people that you work with on the job? In what ways do you
interact (Peers, Subordinates, Supervisors)
o Peers:

33
o Subordinates:
o Supervisors:
6. What are the biggest challenges or problems faced on the job for both new and
experienced employees? Why are they challenges or problems?
For new employees:
_____________________________________________________________________
_____________________________________________________________________
___________________________________________________
For experienced employees:
_____________________________________________________________________
_____________________________________________________________________
___________________________________________________
7. Think of the best performing person you have seen in this job. What makes this
person a better performer than an average performer?
________________________________________________________________________
____________________________________________________________
_______________________________________________________________
8. Think of the worst performing person you have seen in this job. What makes this
person worse than an average performer?
_____________________________________________________________________
_____________________________________________________________________
___________________________________________________
9. What kinds of errors or mistakes can someone in this job make? What are the
consequences?
_____________________________________________________________________
_____________________________________________________________________
___________________________________________________
10. If you were asked to hire a new person for the job, what would you look for?
What kind of knowledge, skills, or abilities would be required?
_____________________________________________________________________
_____________________________________________________________________
___________________________________________________
11. What types of formal/classroom training and on-the-job training do employees in
this job receive?
When first hired:

34
Ongoing (e.g. annual):
12. Critical incidents (example situations) of exceptionally good or poor performance
(situation, action, result)
_____________________________________________________________________
_____________________________________________________________________

Appendix D
Job Analysis Questionnaire
Retail Manager Job Analysis Questionnaire
35
Statement of Informed Consent:
Your participation in this questionnaire is voluntary. No personal information of any kind will be
asked for or recorded. The information will be collected for educational purposes only and your
responses will not have any direct or indirect administrative impact. There are no known or
foreseeable risks associated with participating.
Purpose:
The purpose of this questionnaire is to gather information about the job of a retail manager.
This information will be used in developing a job specification and description for the job of a
retail manager. The results will be presented as part of a class project for Advance Industrial
Psychology (PSY 560) at West Chester University. If you have any questions please contact
David J. Keyser at DK837506@wcupa.edu.
There are five parts to this questionnaire. The first four parts include a series of statements
related to tasks, knowledge, skills, and abilities required to effectively perform the job of a
retail manager. You will be required to provide ratings of these statements on two dimensions,
importance and frequency. The fifth part provides open space for written comments on areas that
you may think of as important but may not have been covered in the questionnaire. This
questionnaire was constructed such that 20 minutes should be adequate to complete it, but there
is no time limit. Once complete please return the questionnaire to David J. Keyser at
DK837506@wcupa.edu or in person during working hours at Target in West Pottsgrove
Township, PA.

Part I: Instructions
Please read each of the following statements carefully and indicate your responses in the
appropriate cells for:
 Importance of each task statement in performing your job
 Frequency of doing each task on the job
36
Descriptions (Tasks)
Importance
0 – Unimportant
1 – Important
2 – Essential
Frequency of Use
0 – Never Perform
1 – Rarely Perform
2 – Occasionally Perform
3 – Frequently Perform
Convey marvelous moments with
customers by responding to
customer issues and grievances to
facilitate customer satisfaction.
Make decisions on the hiring,
training, and evaluation aspects of
team members and in some cases,
promoting and firing when required.
Use appropriate tools and
authorizations to meet financial
obligations such as budgets, team
member schedules, etc.
Examine and ensure team
accountability for correct display,
signing, and pricing of merchandise.
Hold team accountable for
maintaining brand standards such as
cleanliness, organization, and
adequate work environments by
enforcing brand policies.
Develop current team by providing
feedback on tasks along with
recognition.
Facilitate change for new and
current team members through
communication and best practice
such as being up to date with policy

37
and leadership changes.
Promote safety in the workplace
through training and recognition.
Maintain regular attendance through
flexible work schedules (e.g. nights,
weekends, holidays, extended shifts,
etc.)
Conduct morning meetings with
team and supervisor to discuss
plans, performance, recognition, etc.
Seek personal feedback in order to
constantly refine strengths and
bolster weaknesses as a leader.
Provide others with feedback in
order to give insight into best
practices of others.
Collaborate with team to identify
best practices and illustrate
expectations of tasks.
Facilitate monthly meetings to
review sales, areas of improvement
for the team and store as a whole,
discuss upcoming events (e.g.
holidays), etc.
Create a balanced weekly schedule
by incorporating the needs of the
store in relation to the availability of
each team member.
Take leadership courses and
constantly remain current on
different company expectations and
standards to facilitate professional
development.
Instruct and support team when
dealing with difficult sales
transactions or returns to bolster
team performance and insure
positive guest experience.
Monitor inventory on the sales floor
and ensure that all merchandise is
replenished once inventory is low.
Serve as a leader who recognizes
store goals and delegate
appropriately to ensure the tasks

38
will be completed effectively.
Confirm that the team follows food
standards such as product rotation
and elimination of expired or
damaged products to guarantee food
freshness for guests.
Provide training and feedback to
colleagues and subordinates in order
to reinforce best practices.

Part II: Instructions
 Importance of each knowledge statement in performing your job
 Frequency of using these content areas on the job
39
Description (Knowledge)
Importance
0 – Unimportant
1 – Important
2 – Essential
Frequency of Use
0 – Never Perform
Utilize knowledge of business or
leadership received during the
completion of college or equivalent
experience.
Possess the knowledge of different
types of merchandise and the
principles, and methods for
presenting, endorsing, and selling
products.
Understanding the principles of
business and management in order to
promote different marketing
strategies, leadership techniques,
human resource modeling, etc.
Knowledge of principles and
procedures for recruiting potential
talent and personnel training
Knowledge of different legal issues
such as employee compliance
(taking breaks at the right time)
Knowledge of jargon used in store
such as brand, FIFO (first in, first
Knowledge of food safety standards
to safeguard the health of guests and
team members.

Part III: Instructions
 Importance of each skill in performing your job
 Frequency of using each skill on the job
40
Description (Skills)
Importance
0 – Unimportant
1 – Important
2 – Essential
Frequency of Use
0 – Never Perform
Be aware of different reactions from
guests and team members and be
able to understand why they are
reacting in that manner.
Manage individual time effectively
and the time of other subordinates.
Identify complex problems and use
existing information to develop and
evaluate options and implement
solutions.
Use technology and different types
of software to make daily tasks
Possess coordination skills to
balance different projects at the same
time/multitask.
Motivating individuals by knowing
their work style and their interests.
Facilitate instruction and training
based on the interests and abilities of
the team.

Part IV: Instructions
 Importance of each ability in performing your job
 Frequency of using each ability on the job
41
Description (Abilities)
Importance
0 – Unimportant
1 – Important
2 – Essential
Frequency of Use
0 – Never Perform
Ability to use mathematical
reasoning and choose the right
mathematical methods to
solve a problem.
Ability to listen to and
understand information and
ideas presented through oral
comprehension.
Ability to speak clearly and
communicate information and
ideas with others in a way that
they understand.
Ability to know when
something is wrong or
recognizing a situation that
has the potential to generate a
problem.
Ability to adapt to constant
changes in work environment
such as changes in team,
policy, management, morale,
etc.
Ability to climb and descend
from ladders carrying
merchandise.
Have the physical capabilities
of lifting up to forty pounds.

42
Part V- Instructions
In the space provided below please indicate in detail any job relevant information that was not
covered in this questionnaire.
Thank you for your participation!

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