Case
Studies
Administrative Support
Success
Story: How Select for Administrative Support Improved
the Bottom Line
Issue: A large convenience store operating company was having
difficulty with turnover in corporate administrative support functions.
Through our research with the company we determined that some of
this turnover was caused by their selection process. They were hiring
people who did not have the personal characteristics that fit with
the job and the company environment.
For example, it was very important to the company for their administrative
support staff to have good internal customer service skills. It
was found that a majority of the people who left these jobs (or
were fired), did so because they did not enjoy providing customer
service to others, were not accommodating, or did not get on well
with other people. Although they had the necessary technical skills,
they had personalities that were not a good "fit" with
the job.
Solution: To
help the company evaluate a person’s fit for the job, we recommended
the development of a comprehensive assessment process. The process
included a skills evaluation (typing and computer efficiency), a
personality measure (Select for Administrative Support), and a structured
interview. To develop this process we conducted a job analysis to
determine skills and personality requirements, selected a test battery,
designed a structured interview and validated the new process to
ensure that it was predicting job success.
Results:
The validation research clearly showed that Select for Administrative
Support identified candidates who had a positive attitude, good
internal customer service skills, were attentive to detail, could
multi-task effectively and were self reliant in their work.
The Bottom Line:
From an economic point of view, Select for Administrative Support
helped the company avoid recruiting about half (46%) of the candidates
who would have been poor performers. Using a conservative "cost-of-a-
recruitment-mistake" estimate (hourly wage x 400), this saved
the organisation £4,000 (£10 hourly wage x 400) per unsuitable employee
avoided. At the time of the study, 21 current administrative
employees were considered to have been "recruitment mistakes".
Avoiding 46% or 10 of these would have saved the organisation £40,000.
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