Your Turn: Job Evaluation at Whole Foods

Rather than wait until you are next in a supermarket to check out
the different types of work, we brought some of the jobs at Whole
Foods Market to you. Now that you have some background in job
evaluation, it is time to try it out. As a first step, Whole Foods has
done job analysis and prepared job descriptions. The results are
shown below. Now a job structure is needed. The manager has
assigned this job to you.
1. Divide into teams of four to six each. Each team
should evaluate the jobs and prepare a job structure based on
its evaluation. Assign titles to each job, and show your
structure by title and job letter. A broad hint: Recall from our
discussion of Whole Foods’ business and pay strategy that
teams play an important role.
2. Your team should describe the process it went
through to arrive at that job structure. The job evaluation
techniques and compensable factors used should be
described, and the reasons for selecting them should be
stated.
3. Each team should give each job a title and put its job
structure on the board. Comparisons can then be made among
job structures of the various teams. Does the job evaluation
method used appear to affect the results? Do the compensable
factors chosen affect the results? Does the process affect the
results?
4. Evaluate the job descriptions. What parts of them
were most useful? How could they be improved?
JOB A (Team Member, Deli)28
Kind of Work
Provide excellent customer service. Follow and comply with all
applicable health and sanitation procedures. Prepare food items:
sandwiches, slice deli meats and cheeses. Prepare items on station
assignment list and as predetermined. Stock and rotate products,
stock supplies and paper goods in a timely basis; keep all utensils
stocked. Check dates on all products in stock to ensure freshness
and rotate when necessary. Use waste sheets properly, as directed.
Operate and sanitize all equipment in a safe and proper manner.
Comply with and follow Whole Foods Market Safety Procedures.
Follow established Weights and Measures procedures (tares).
Answer the phone and pages to department quickly and with
appropriate phone etiquette. Practice proper use of knives, slicer,
trash compactor, baler (must be 18 years of age or older), and all
other equipment used during food preparation and cleanup.
Perform other duties as assigned, and follow through on supervisor
requests in a timely manner.
Requirements
• Some deli experience preferred.
• Clear and effective communicator.
• Patient and enjoys working and mentoring people.
• Ability to perform physical requirements of position.
• Ability to learn proper use of knives, slicer, baler
(must be 18 years of age or older) and all other equipment
used during food preparation and cleanup.
• Ability to work well with others as a team.
• Knowledge of all relevant Whole Foods Market
policies and standards.
• Understands and can communicate quality goals to
customers.
JOB B (Cashier)
Kind of Work
Assist and focus on customers during entire checkout process.
Perform all cash register functions according to established
procedures. Maintain a positive company image by providing
courteous, friendly, and efficient customer service. Check out
customer groceries efficiently and accurately. Pass entry-level PLU
code test. Maintain a professional demeanor at all times. Stock
registers with supplies as needed. Follow proper check-receiving
procedure. Clean, stock, and detail front-end area with special
attention to own register. Change journal tapes and ribbon as
needed. Walk produce department at the beginning of every shift
to identify and learn new produce codes. Comply with all posted
state health and safety codes.
Requirements
• Excellent communication skills necessary for good
customer and team relations.
• Ability to work well with others.
• Ability to learn proper use of baler (must be 18 or
older).
• Desire to learn and grow.
• Ability to work in a fast-paced environment, with a
sense of urgency.
• Understanding the importance of working as a team.
• Good math skills.
• Patience.
JOB C (Team Leader, Prepared Foods)
Kind of Work
Reports to store team leader and to associate store team leader.
Provides overall management and supervision of the Prepared
Foods Department. Responsible for team member hiring,
development, and terminations. Also responsible for profitability,
expense control, buying/merchandising, regulatory compliance,
and special projects as assigned. Complete accountability for all
aspects of department operations. Consistently communicate and
model Whole Foods vision and goal. Interview, select, train,
develop, and counsel team members in a manner that builds and
sustains a high-performing team and minimizes turnover. Make
hiring and termination decisions with guidance of store team
leader. Establish and maintain a positive work environment.
Manage inventory to achieve targeted gross profit margin. Manage
the ordering process to meet Whole Foods Market quality
standards. Maintain competitive pricing and achieve targeted sales.
Establish and maintain positive and productive vendor
relationships. Develop and maintain creative store layout and
product merchandising in support of regional and national vision.
Establish and maintain collaborative and productive working
relationships. Model and cultivate effective inter-department and
inter-store communication. Provide accurate, complete information
in daily, weekly, monthly, annual, and “ad hoc” management
reports. Maintain comprehensive knowledge of, and ensure
compliance with, relevant regulatory rules and standards.
Requirements
• Two years relevant experience as a team leader,
assistant team leader, supervisor, or buyer.
• Thorough knowledge of products, buying, pricing,
merchandising, and inventory management.
• Excellent verbal and written communication skills.
• Strong organizational skills.
• Knowledge of all relevant Whole Foods Market
policies and standards.
• Computer skills.
JOB D (Team Member, Prepared Foods)
Kind of Work
Perform all duties and responsibilities of Prepared Foods Team
Member. Provide excellent
customer service. Assist team leader in nightly team operations.
Report all actions of team members that violate policies or
standards to the team leader or associate team leader. Mentor and
train team members. Maintain quality standards in production and
counter display. Comply with all applicable health and safety
codes. Help implement and support all regional programs.
Requirements
• Minimum 6 months’ retail food production
experience, or equivalent.
• Overall knowledge of both front and back of the
house operations.
• Comprehensive product knowledge.
• Comprehensive knowledge of quality standards.
 • Excellent organizational skills.
• Excellent interpersonal skills, and ability to train
others.
• Demonstrated decision-making ability, and leadership
skills.
• Ability to perform physical requirements of position.
• Able to work a flexible schedule based on the needs of
the store.
JOB E (Team Member, Kitchen)
Kind of Work
Performs all duties related to dishwashing: unloading kitchen
deliveries and cleaning all dishes, utensils, pots, and pans. May be
prep work. Maintain food quality and sanitation in kitchen.
Maintain a positive company image by being courteous, friendly,
and efficient. Wash and sanitize all dishes, utensils, and containers.
Assist with proper storage of all deliveries. Rotate and organize
products. Perform prep work as directed. Provide proper ongoing
maintenance of equipment. Maintain health department standards
when cleaning and handling food. Perform deep-cleaning tasks on
a regular basis. Take out all of the garbage and recycling materials.
Sweep and wash floors as needed.
Requirements
• Entry-level position.
• Able to perform physical requirements of job.
• Practices safe and proper knife skills.
• Ability to work box baler (must be 18 years of age or
older).
• Works well with others and participates as part of a
team.
JOB F (Team Member II, Stock and Display)
Kind of Work
Performs all functions related to breaking down deliveries and
moving back stock to floor. Assists in organizing and developing
promotional displays; maintains back room, training entry-level
grocery clerks. Trained and capable of operating any of the
subdepartments as needed. Maintains and ensures retail standards
during their shift. Responsible for implementing team’s break
schedule. Performs all duties and responsibilities of grocery team
member. Builds displays and requests appropriate signage.
Supervises shift to ensure standards are maintained. Implements
break schedule for shift. Responsible for problem solving in team
leader or associate team leader’s absence. Fully responsible for
completion of all opening or closing checklists. Responsible for
checking in deliveries.
Requirements
• Minimum one-year retail grocery experience, or
equivalent.
• Proficient in math skills (addition, subtraction,
multiplication, and division).
• Ability to perform physical requirements of position.
• Ability to properly use baler (must be 18 years of age
or older).
• Able to direct team members and implement break
schedule.
• Ability to work well with others.
JOB G (Associate Team Leader, Prepared Foods)
Kind of Work
Reports directly to Prepared Foods Team Leader. Assists in overall
management and supervision of the Prepared Foods Department.
Can be responsible for team member hiring, development, and
terminations. Also responsible for profitability, expense control,
buying/merchandising, regulatory compliance, and special projects
as assigned. Complete accountability for all assigned aspects of
department operations. Consistently communicate and model
Whole Foods vision and goals. Assist in the interview, selection,
training, development, and counseling of team members in a
manner that builds and sustains a high-performing team and
minimizes turnover. Discuss hiring and termination decisions with
guidance of others. Establish and maintain a positive work
environment. Manage inventory to achieve targeted gross profit
margin. Manage the ordering process to meet Whole Foods Market
quality standards, maintain competitive pricing, and achieve
targeted sales. Develop and maintain creative store layout and
product merchandising in support of regional and national vision.
Establish and maintain collaborative and productive working
relationships. Model and cultivate effective inter-department and
inter-store communication. Provide accurate, complete information
in daily, weekly, monthly, annual, and “ad hoc” management
reports. Maintain comprehensive knowledge of, and ensure
compliance with, relevant regulatory rules and standards.
Requirements
• One to two years of department experience, or
industry equivalent.
• Analytical ability and proficiency in math needed to
calculate margins, monitor profitability, and manage
inventory.
• Clear and effective communicator.
• Patient and enjoys working and mentoring people.
• Strong organizational skills.
• Knowledge of all relevant Whole Foods Market
policies and standards.
• Computer skills.
JOB H (Regional Team Leader)
Kind of Work
Rotate among stores. Assist and support the store team leader with
all store functions. Interview, select, evaluate, counsel, and
terminate team members. Coordinate and supervise all store
products and personnel. Follow through on all customer and team
member questions and requests. Evaluate customer service and
resolve complaints. Operate the store in an efficient and profitable
manner. Have a firm understanding of store financials and labor
budgets. Establish and achieve sales, labor, and contribution goals.
Review department schedules and research productivity
improvements. Order store equipment and supplies in a timely
manner. Enforce established food safety, cleaning, and
maintenance procedures. Inspect store; ensure cleanliness; visit
off-hours for consistency. Maintain accurate retail pricing and
signage. Ensure that product is cross-merchandised in other
departments. Coordinate, supervise, and report physical inventory.
Analyze product transfers, waste, and spoilage. Manage expenses
to maximize the bottom line. Provide, maintain, and safety-train
team members on all equipment and tools. Resolve safety
violations and hazards immediately. Maintain store security and
ensure that opening and closing procedures are followed. Show
EVA improvement over a designated period. Leverage sales
growth to improve store profitability. Assist in handling liability
claims and minimize their occurrence. Establish and maintain good
community relations. Create a friendly, productive, and
professional working environment. Communicate company goals
and information to team members. Ensure and support team
member development and training. Evaluate team
member duties, dialogues, raises, and promotions. Keep regional
leadership informed of all major events that affect the store. Ensure
store policies and procedures are followed. Visit the competition
on a regular basis and react to current industry trends.
Requirements
• A passion for retailing.
• Complete understanding of Whole Foods Market
retail operations.
• Strong leadership and creative ability.
• Management and business skills with financial
expertise.
• Well organized with excellent follow through.
• Detail oriented with a vision and eye for the big
picture.
• Self-motivated and solution oriented.
• Excellent merchandising skills and eye for detail.
• Ability to delegate effectively and use available talent
 to the best advantage.
• Strong communicator/motivator; able to work well
with others and convey enthusiasm.
• Ability to maintain good relationships with vendors
and the community.
• Can train and inspire team members to excellence in
all aspects of the store.
• Ability to make tough decisions.
• Love and knowledge of natural foods.
• Strong computer skills.
JOB I (Team Member, Stock and Display)
Kind of Work
Performs all functions related to breaking down deliveries and
moving back stock to floor. May assist in organizing and
developing promotional displays; maintains back room. Stock and
clean grocery shelves, bulk bins, frozen and dairy case. Maintain
back stock in good order. Sweep floors and face shelves
throughout the store. Comply with all applicable health and safety
codes. Provide excellent customer service. Log and expedite
customers’ special orders. Retrieve special orders for customers by
request and offer service out to car. Respond to all grocery pages
quickly and efficiently. Build displays and request appropriate
signage.
Requirements
• Retail grocery or natural foods experience a plus.
• Proficient in math skills (addition, subtraction,
multiplication, and division).
• Ability to learn basic knowledge of all products
carried in department.
• Ability to perform physical requirements of position.
• Proper and safe use of box cutter, baler (must be 18
years of age or older), and all equipment.
• Ability to work well with others.
Summary
The differences in the rates paid for different jobs and skills affect
the ability of managers to achieve their business objectives.
Differences in pay matter. They matter to employees, because their
willingness to take on more responsibility and training, to focus on
adding value for customers and improving quality of products, and
to be flexible enough to adapt to change all depend at least in part
on how pay is structured for different levels of work. Differences
in the rates paid for different jobs and skills also influence how
fairly employees believe they are being treated. Unfair treatment is
ultimately counterproductive.
So far, we have examined the most common approach to designing
pay differences for different work: job evaluation. In the next
chapter, we will examine several alternative approaches. However,
any approach needs to be evaluated for how useful it is.
Job evaluation has evolved into many different forms and methods.
Consequently, wide variations exist in its use and how it is
perceived. This chapter discussed some of the many perceptions of
the role of job evaluation and reviewed the criticisms leveled at it.
No matter how job evaluation is designed, its ultimate use is to
help design and manage a work-related, business-focused, and
agreed-upon pay structure.
Review Questions
1.
How does job evaluation translate internal alignment policies
(loosely coupled versus tight fitting) into practice? What does (a)
organization strategy and objectives, (b) flow of work, (c) fairness,
and (d) motivating people’s behaviors toward organization
objectives have to do with job evaluation?
2.
Why are there different approaches to job evaluation? Think of
several employers in your area (the college, hospital, retailer, 7-
Eleven, etc.). What approach would you expect them to use? Why?
3.
What are the advantages and disadvantages of using more than one
job evaluation plan in any single organization?
4.
Why bother with job evaluation? Why not simply market-price?
How can job evaluation link internal alignment and external
market pressures?
5.
Consider your college or school. What are the compensable factors
required for your college to evaluate jobs? How would you go
about identifying these factors? Should the school’s educational
mission be reflected in your factors? Or are the more generic
factors used in the Hay plan okay? Discuss.
6.
You are the manager of 10 people in a large organization. All of
them become very suspicious and upset when they receive a memo
from the HR department saying their jobs are going to be
evaluated. How do you try to reassure them?