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Consulting Case Study: Improved Quality of Hire

A large home warranty company has partnered with pan over the past several years to implement various improvements to their pre-employment selection and employee development programs for several jobs, including District Manager, Account Executive, Contractor Relations, Remote Call Center Agent, Call Center Supervisor, and Call Center Manager.  The specific goals of each project varied, but the overall goals included developing quality assessments to bring high talent individuals into the organization and improve the performance of existing employees.  The final deliverables included assessments, structured behavioral interview guides, and a role play simulation exercise.

Thorough job analyses were conducted for all pre-employment selection projects in order to create competency models detailing job requirements.  From these competency models pan Human Capital Consultants were able to identify assessments and develop interview guides and role play simulation exercises that measured the various requirements for success on the jobs.  Customized scoring approaches were developed for each assessment that was implemented.  Content validation, validity generalization, and criterion-related validation approaches were taken to develop scoring algorithms specific to each job.  Where desired, pan created customized candidate reports detailing assessments results that specifically related to the jobs.  The implementation of these assessment solutions has led to increased job relatedness of tools in the selection process, efficiencies in hiring, and a reported increase in quality of hires. 

pan also engaged with this home warranty company to implement assessment solutions aimed towards employee development.  First, pan provided customized development reports based on assessment results initially gathered during employee selection.  The development reports listed strengths and weakness and provided developmental activities for growth.  These reports were added to the overall employee development program within the organization and helped to provide a consistent talent management solution from selection through the employee’s tenure with the company.  Additionally, pan provided a training evaluation assessment, which allowed for longitudinal assessment of employee growth after completion of in-house training programs.

Overall, the solutions that pan provided has led to a strong focus on key job related competencies that can be assessed throughout the employee life cycle.  The company has reported that pan’s solutions have greatly contributed to a consistent and effective talent management process.