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1.Position: Sales AssociateReports to: Human Resources, Shift SupervisorQualifications: NoneRelevant labor market: All (Western Washington, Eastern Washington, Northern Oregon, and Southern Oregon,)Timeline: Continuous and ongoing. The timeline from interview to hiring decision should not exceed one week.Activities to undertake to source well-qualified candidates:Regional media advertising (print, internet, television, radio ads)Post ongoing job position on company website and relevant websites (such as Monster)Increase advertisement for postings on social media sitesEncourage employee referrals by reminding employees of incentives Place a time limit for tenure of employment for employee referral incentives (90 days)Advertise at local job/career fairsReach out to local resources, such as schools or community organizations to promote advertising of qualified candidatesIncrease accessibility and visibility of in-store hiring kiosksRe-examine the screening survey for candidates to decrease the time HR has to spend reviewing applications (possibly by adding a customer service dimension or behavioral questions)Contact local staffing agencies to seek qualified candidatesWhen available, contact state agencies to seek candidatesStaff members involved:HR Recruiting ManagersHuman Resources ManagersInformation Technology (for web postings)BudgetVariable (determined by service area)2.An ideal candidate for Tanglewood would be a candidate who is able to meet the requirements of the position while focusing not only on sales, but also on customer service. Many retail positions offer early job opportunities for students still in high school or who have just begun college; however this large job market comes inherently with a large degree of turnover. Most retail environments offer open recruitment, with little to no education or previous/relevant experience required. This helps to keep the organization staffed, with the drawback of having a near constant hiring need. Some divisions in Tanglewood utilize more targeted measures, while others prefer the open stance. The breakdown of open versus targeted per method is as follows:Media – Traditionally, media is an open recruitment method. Advertisements in print, on the internet, or on television reach a large population at one time. Due to Tanglewood’s turnover, media can help mitigate staffing issues by reaching many candidates at once. Like other methods of open recruitment, skills and abilities may fall to the wayside, as the tradeoff for reaching a large population means that specific job criterion are often neglected to “cast a wide net” of potential applicants.Referrals – Tanglewood uses a referral system to reward current employees for referring friends to open positions within the organization. Referrals are more of a targeted method of recruitment, as employees will most likely refer applicants that they believe will do well within the organization. While this may not be a formal targeting process, most current employees can make well-reasoned estimations of family or friends who would perform well within the job context.Kiosks- Job kiosks located in the stores are another form of open recruitment. Any person visiting a Tanglewood location can view videos and complete a job application. The kiosk method has a few advantages over advertising, such as a reduced cost and the ability to “weed out” inappropriate applicants through testing. Furthermore, videos provided on the kiosks can also provide a realistic job preview that may not be present in mass media recruitment methods.State job services – A state job service is usually another method of open recruitment, but as described in the Tanglewood summary, may also be a bit more targeted to ideal candidates. In the Tanglewood scenario, the state job services is provided with a copy of qualifications, so the assumption is that the state service can better match candidates who are qualified with the position and provide training to those individuals.Staffing Agency – Use of a staffing agency is one of the most targeted approaches used by Tanglewood. By outsourcing selection, Tanglewood uses the staffing agency to identify candidates who possess the KSAO’s necessary for retail work. This method will better ensure candidates who begin working with Tanglewood have the requisite skills and training for the position. Use of a staffing agency, despite the cost, will also ensure that management’s concerns about candidates lacking customer service skills will be addressed.3.Upon close examination, Western Washington is the only region that utilizes state job services and receives the majority of its applicants through this service. However, they only hire 9% of the candidates, which is appalling compared to their other recruiting methods, which hire roughly 43% of candidates on average. Western Washington heavily favors referrals over media, kiosks, and job services resulting in them spending most of their budget on referrals. Additional pre-hire costs may account for the inflation in cost to utilize referrals. Most referral programs give incentives to current employees who refer their friend when they are successfully hired. The cost per hire is considerably lower with referrals than any other method, with state job services following close behind. It may be advantageous for the Western Washington region to utilize state job services more frequently because of its high 6 month and 1 year retention rates. Furthermore, it is vastly cheaper than utilizing referrals which yields similar 6 month and 1 year retention rates.Eastern Washington pioneered all the policies used by Western Washington, although the overall policies have been tempered by geographical differences. This has resulted in the job service method not being utilized and instead utilizing media advertising. Based on the data, utilizing the media is not yielding desired results. The retention rates are lower than referrals and kiosks in addition to qualification and hiring rates. Eastern Washington receives the majority of its applicants through media, but this yields the lowest qualification rates and hiring rates. Because of low retention rates utilizing the media method, the expenses generated by 6 month and 1 year survival costs are increased. Based on the data, Eastern Washington invests more heavily in referrals since it yields the highest in qualification and hiring rates and retention rates. Kiosks yield very similar results to referrals and would be something to consider since the total cost is a million less to fund.Northern Oregon rejects the notion of utilizing referrals, claiming that the use of signing bonuses is a waste of money and could lead to hiring unqualified candidates based on biased recommendations. Instead, Northern Oregon invests heavily in kiosks since the administrator is considered a “technocrat”. Based on the data though, their kiosks only do slightly better than their media method. Qualification rates for 6 month retention are higher for media while the hiring rate and 1 year retention is higher for kiosks. The kiosk nearly costs double to operate, which does not seem advantageous considering the percentages it yields. This division has adopted a staffing agency lately and by far yields the best results. The most impressive is the 6 month and 1 year retention rates. These retention rates help keep the cost per 6 month and one year survival down and help to reduce turnover. Southern Oregon is a smaller region, ergo has less funding for their methods. It should be noted that the methods of referrals, kiosks, and staffing agencies were first tried in this area. Across the board, retention rates are strong. Compared to other regions, Southern Oregon accomplishes a better job of equalizing the distribution of funds to its different methods. It appears that the cost per survival is high compared to the other methods, where the retention rates with the other two methods are considerably higher than the kiosk. This region could reassess their funds and maybe relocate them to either the staffing agency or referrals. Overall, this region has the best balance of qualification, hiring, and retention rates of all the other regions.4.The Northern Oregon division has suggested that the other divisions within Tanglewood adjust their policy to using kiosks and staffing agencies during recruitment. There are advantages and disadvantages to this policy. The most prominent advantage to this option is that the employees that are hired through kiosks and agencies will have a better understanding of what is expected of them to perform the duties of the job. This will help sort through the applicants who actually want to work at Tanglewood versus the applicants that are just looking for a job. By watching the short videos on the kiosk, a potential applicant can experience a RJP and learn more in-depth details of the job. The details of which can serve to determine if the applicant chooses to submit the application or not. In addition, by using a staffing agency, Tanglewood removes itself from the initial selection and training of potential employees which eliminates training costs. This is because the staffing agency sorts through the best candidates for the job and candidates receive minimal training before coming to work at Tanglewood. Staffing agencies have also yielded the highest retention rates for 6 months and for 1 year. However, the disadvantage to using kiosks and staffing agencies is the cost and lack of personal attention that is given to each applicant at Tanglewood. First, we evaluate the cost. Each kiosk cost approximately $40,000 in addition to the other costs of hiring additional employees. Although the kiosk may help sort through potential employees, it will make the overall cost of hiring much higher. By that same token, using an agency is nearly twice as expensive and makes total cost just that much higher. Second, since Tanglewood is concerned with the turnover rate perhaps losing the personal attention each potential applicant and each new hire receives while going through the hiring process may reflect negatively and turn away those potential employees who are looking for a long-term family environment. Therefore, the change of hiring policy to a less “touchy-feely” process based upon both previously listed reasons would not be a recommended course of action. The final effect of this policy change would be higher cost and a less personable company image for potential applicants.5.There are a couple different ways to solve this. Three of these are alternative testing methods for the applicant, and one is an alternative recruiting method.Role-play – Putting the candidate in a role playing scenario with a particularly unruly customer will allow you to see how the candidate reacts in the situation. This will give you some insight as to how the candidate will react in the actual situation.Work sample – Very much the same reasoning as the role playing idea. Tanglewood has stated that cost is not too imperative as far as recruiting goes, so although work samples are expensive, they may be applicable here. Work samples are an accurate representation of what is to be expected on the job because it is actually something that happens on the job, so you would put the individual in the scenario of dealing with a customer in a job-like atmosphere.Realistic Job Preview – This is all about showing the candidate what is likely to happen on the job. Showing a video of a customer being hostile towards an employee, and then asking what the candidate would have done in the same situation, will also allow you to recognize what the applicant considers acceptable behavior.Realistic recruiting message – As you will see in #6, a realistic recruiting message will show anyone reading the job perils and allows them a more accurate estimation of what is expected. This way, candidates who read the recruiting message and still apply will know what is expected of them and be ready.I do not agree with some manager’s assessment of using more positive messaging. This will only blind the candidates more, so they will be more uncomfortable when the situation inevitably occurs. The other managerial focus groups’ concerns were that of employees being frustrated with customers, and in some cases, acting violently. All of the above can resolve this issue by showing the employees, before they hit the floor, what the necessities of the job will entail, and the appropriate course of action to remedy any conflict.6.TargetedAre you an eager, energetic salesman in the Oregon/Washington area? Interested in immersing yourself in a constantly growing culture with like-minded professionals? Well then, Tanglewood is looking for you!Tanglewood stores is looking for bright, unique individuals. Candidates for the position must have a background in sales and marketing and must be able to meet quality standards for customer service. Critical thinking, adaptability, and service orientation are required.Join our highly connected, compassionate community today and hit the ground running! Branded“Working at Tanglewood has been absolutely wonderful for me. I am surrounded by caring individuals who go out of their way to not only make the environment here incredible, but also to make each customer leave with a smile.” – Bruce BannerTanglewood stores is opening our doors! If the notion of working with committed specialists on a team that cultivates success and synergy interests you, apply today! We are an organization that prides ourselves on allowing the employee autonomy in their tasks. At Tanglewood, we are all about fun, and we promise you won’t even feel like you are working! We work hard to ensure that all our employees have the benefits they deserve, and will work diligently with you to provide you with the skills and abilities you will need to succeed. A relaxing context, great organizational commitment, and a positive attitude will have you and your customers smiling!RealisticTanglewood stores is looking for apt men and women. This is a sales associate position. Technical knowledge and customer service skills are needed.Tanglewood takes great pride in our customer service and our constant professionalism. You will learn the skills necessary to become a successful salesperson, and you will be engrossed in our passionate sense of unity and teamwork. Because Tanglewood is a retail position, you may find yourself in some unique situations. On occasion, you may be forced to deal with unruly customers asking for requests that we cannot comply with. On even fewer occasions, these customers may use verbal harassment and maintain a hostile environment for yourself and others. We are searching for those unique individuals that can persevere through a difficult condition and keep on smiling. Our goal is to provide excellent service to any and all customers that choose Tanglewood, because in the end, we want to make sure that these customers get what they want, and can go home happy.Pros/Cons of RealisticThe realistic recruiting message has some strengths and weaknesses. One of the strengths, especially in this situation, is that both positive and negative aspects of the job are described and can be expected when the job is attained. The result of this is that some applicants, maybe those applicants who act with opposition towards their customers, will self-select out. One of the weaknesses of this is that of those who self-select out, you may miss an extremely good employee who was just dissuaded by the message, but who would, in actuality, be able to handle the conditions. Realistic recruiting is very good when turnover is high, and 50% turnover definitely warrants this type of message. ................
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