Improving Selection Process
Challenge
A large, national company wanted to improve its selection process for customer service representatives with several goals in mind. The company wanted to hire high quality employees who would perform well and remain with the company and ensure compliance with legal and professional guidelines and standards.
Solution
O.E. Strategies was contracted to research and recommend a new selection system. The new selection system needed to be able to efficiently manage a large pool of applicants, screen out poor-fit candidates with minimal resources, and conform to all legal and professional guidelines and standards (e.g., EEOC Uniform Guidelines, APA Standards, SIOP Principles). O.E. Strategies began with a comprehensive job analysis to determine the set of relevant competencies to be assessed during selection. The job analysis process consisted of job analysis interviews and observations, focus groups, an online questionnaire, and individual meetings with managers to provide ratings and rankings of the competencies. Following the job analysis, O.E. Strategies researched and evaluated a number of cutting-edge selection tests that were related to the competencies identified, both cognitive and non-cognitive (e.g., work style) tests. O.E. Strategies helped the company identify several appropriate selection tests to be evaluated via a concurrent validation study. The validation study analyzed the usefulness of the tests in predicting performance and other outcome measures of interest to the company, including potential turnover and reactions to the testing process. Recommendations for use were made and various cut score options were presented based on the results of the validation study.
Outcomes
Since the implementation of the new selection process, the company has reported significant financial benefits, including decreased resources and time spent on the interviewing process. In addition, the validity study demonstrated that the selection tools predict job performance and a variety of important outcomes, including job satisfaction and intent to stay with the company. The company now has a professionally validated selection system in use, which is supported by extensive job analysis work and developed to minimize adverse impact. This attests to the selection system’s legality and ability stand up to scrutiny if challenged in a court of law.
Challenge
A large, national company wanted to improve its selection process for customer service representatives with several goals in mind. The company wanted to hire high quality employees who would perform well and remain with the company and ensure compliance with legal and professional guidelines and standards.
Solution
O.E. Strategies was contracted to research and recommend a new selection system. The new selection system needed to be able to efficiently manage a large pool of applicants, screen out poor-fit candidates with minimal resources, and conform to all legal and professional guidelines and standards (e.g., EEOC Uniform Guidelines, APA Standards, SIOP Principles). O.E. Strategies began with a comprehensive job analysis to determine the set of relevant competencies to be assessed during selection. The job analysis process consisted of job analysis interviews and observations, focus groups, an online questionnaire, and individual meetings with managers to provide ratings and rankings of the competencies. Following the job analysis, O.E. Strategies researched and evaluated a number of cutting-edge selection tests that were related to the competencies identified, both cognitive and non-cognitive (e.g., work style) tests. O.E. Strategies helped the company identify several appropriate selection tests to be evaluated via a concurrent validation study. The validation study analyzed the usefulness of the tests in predicting performance and other outcome measures of interest to the company, including potential turnover and reactions to the testing process. Recommendations for use were made and various cut score options were presented based on the results of the validation study.
Outcomes
Since the implementation of the new selection process, the company has reported significant financial benefits, including decreased resources and time spent on the interviewing process. In addition, the validity study demonstrated that the selection tools predict job performance and a variety of important outcomes, including job satisfaction and intent to stay with the company. The company now has a professionally validated selection system in use, which is supported by extensive job analysis work and developed to minimize adverse impact. This attests to the selection system’s legality and ability stand up to scrutiny if challenged in a court of law.