HR PROCESS RE-ENGINEERING
It is not uncommon for human resources
to be among the most valuable and costly assets of a corporation. But
when a company must hire and train more than 100,000 new non-professional
employees, the inherent costs assume a high level of importance.
Executive Synergies began working
with its major retailer client. Initial two goals: find ways to hire employees
who stay longer; select people who are a good fit for various jobs and
therefore likely to be effective. Our team began by analyzing the hiring
process as well as what contributed to job success. We soon broadened
to include a complete re-engineering of the interview process to improve
productivity as well as to increase sales effectiveness and reduce turnover
Calling upon the psychology, human
resources, discrimination law and statistical expertise resident in the
firm, we conducted extensive interviews to develop job analyses, studied
the results of tests administered to 10,000 job applicants, then developed
a mathematical model to create a preliminary match of applicants to openings.
Next we developed a series of multiple-choice interview questions that
could be administered by phone. During the course of the automated phone
interview, applicants are matched with available positions. Only when
the system identifies a good fit, is a face-to-face interview scheduled.
The client, working independently
and with Executive Synergies, continues to evaluate the results of this
new process in terms of initial time saved, retention of employees, and
most important, selling effectiveness of employees. The process has saved
the company more than $1 million annually, and it expects that further
evaluation will identify even greater benefits. As
a result, the client asked us to examine its call center operations. There,
we analyzed and improved upon the human factors elements which contributed
significantly to job satisfaction and effectiveness and resulted in considerable
additional cost savings.