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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
Alexandra Crihana, Oracle Romania
With participation in the Hogan certification assessment methodology made acquaintance of a complete tool in terms of information provided and reliable in terms of accuracy and validity of information obtained. It is a tool that can be used in various activities: promotion, recruitment, knowing better team, succession plans, development plans, plans motivation, etc. The tool is easy to handle
Alina Craciun, Coca-Cola
Hart Human Resources Consulting is all about heart, experience, passion. We found a great partner, with a real understanding of our business needs and who, above all delivered the promised results with time to spare. Alina Craciun, Coca-Cola
Andreea Tiță, HR Trainee, Schneider Electric
Cursul de Instrumente si Tehnici de Selectie pentru mine a adus structura si claritate. Ofera exact ceea ce promite. Faptul ca am avut exemple concrete dar si exercitii de lucru care sa ne provoace mintea a fost un mare avantaj. Am ramas cu multe informatii utile (foarte bine structurate in curs) de care ma folosesc si acum in activitatea mea si catre care revin atunci cand simt ca ma
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