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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.

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Testimonials
Marian Ciuca, Prutul
Competence, solicitude, especially flexibility and not least confidentiality, top class tools and costs closer to the market of 2009. There are things that we wanted when we chose to appeal to HART company services for the 2 assessment centers that our company has held between September - November 2009. We found these qualities in them and they were confirmed by us during a collaboration that for
Irina Chende, Carrefour Romania
We worked with HART team in implementing several assessment centers over the time with the purpose to build plans for development and promotion. We appreciated the HART consultants flexibility, the professionalism shown consistently, the fast processes in implementation and the ratio between the excellent quality of the service and the fees. Moreover, the individual results following assessment
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
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