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FMCG

Challenge:

A holding of food/warehousing companies wanted to standardize hiring procedures for Customer Service workers. Customer Service employees are responsible for selling and/or supporting products and services through interaction with prospects and clients using knowledge of the industry product. A review of alternative selection techniques suggested that including a personality assessment could significantly improve the selection of successful workers in the Customer Service job family.

Solution:

Hogan recommended using the Hogan Personality Inventory (HPI), the industry standard for measuring personality and its impact on job performance, to identify outstanding Customer Service performers. Specifically, Hogan asked 72 incumbent Customer Service workers to complete the HPI and then their supervisors provided ratings on multiple job performance measures.

Results:

Hogan demonstrated that remaining calm under pressure, enjoying social interaction, following rules, showing social tact and being perceptive, and interested in building job-related knowledge is critical to successful Customer Service performance. Based on this research, Hogan customized selection guidelines using multiple HPI scales, including Adjustment, Sociability, Interpersonal Sensitivity, Prudence and Learning Approach.

To illustrate how these selection recommendations would work in practice, Hogan compared those passing the Customer Service job family profile to those not passing the profile. These comparisons showed that Customer Service workers passing the high fit profile were two times more likely to be a high performer compared to those not fitting the high fit profile. Taken together these results show not only how using the HPI can improve identification of successful workers, but also how this improved selection process can translate into measurable performance outcomes.

Testimonials
Stela Pop, Roto Romania
Am participat la atelierele de dezvoltare a inteligentei emotionale si la o parte a celor de conversatii dificile si deja simt ca sunt capabila sa constientizez mult mai bine propriile trairi, propriile nevoi si, totodata, sa le comunic mai bine celorlalti. Este uimitor cat de simplu se poate rezolva un conflict sau o problema in mod constructiv, atunci cand raspunzi cu empatie si cu asertivitate.
Georgiana Bajinaru, Avia Motors - Alto Syncro Grup
The first project that we worked together was to organizing and implementing an assesment center. Since the inception of the project untill the end of it, the things have developed in a professional manner.The way we worked with the Hart specialist on that project, convinced us to continue working for others projects too. Now the Hart company is a reliable partner for our human resources
Corina Hostina, Centrofarm
An interactive course where you deepen your knowledge and then put it into practice.
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