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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
Alexandru Fulga, Consultant HRD Dezvoltare Resurse Umane
Hogan Assessment Systems is a complex assessment tool that generates a series of reports for both the personality inventory and also for identifying preferences and trends in certain situations. At the same time is an easy to use and helped me develop my new points of view. I recommend using Hogan methodology for projects that require a complex evaluation. Alexandru Fulga, Consultant HRD
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.
Ioana Neagu, Centrofarm & Plafar
An interactive course with lots of useful examples, held in a constructive and relaxing atmosphere.
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