Case
Studies
Personal Services
Success Story:
A Nationwide Portrait Studio
Issue:
A nationwide portrait studio which provides beauty consulting as
part of its services wanted to upgrade the quality of individuals
selected into personal services positions (i.e. stylists, cosmeticians,
photographers).
Solution:
After conducting a job analysis, BHA determined that a positive
customer service orientation which emphasised social skills, coupled
with a strong sense of work ethic/integrity, distinguished the model
employee.
A representative sample of 104 current employees were selected to
serve for the validation study. This sample completed a preliminary
version of SELECT for Personal Services and, concurrently, supervisor
ratings of performance were collected. Statistical analysis of survey
scores and performance ratings showed that SELECT for Personal Services
is a good predictor of success in personal services jobs. Those
selected by the survey received high marks for:
This study and subsequent analysis
on an applicant sample also showed that the survey is fair and unbiased.
Results:
Candidates selected with SELECT for Personal Services have better
service-oriented personalities and higher integrity than those selected
without the test. Gains over previous procedures included a 9 percent
improvement in avoiding poor performers and a 7 percent improvement
in selecting top performers.
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