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Performance and Behavioral Interviewing

Performance and Behavioral Interviewing

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Latitude Tales from the Trenches

Presented to IT Zone by Latitude Consulting Group September 26, 2006

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

Agenda
  James Hardie –Behavioral interviewing Net Zero-Performance Based Interviewing • Net Zero- Black Hat/DefCon • Net Zero- National ISP Convention • Net Zero- Computational Linguist  Summation-Behavioral and Performance based interviewing You can use it too.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Introduction • Jason Patino
Division Head, Latitude Technical Resources

office:

(888) 577-2797 x160

direct: 734-716-7904 jason.patino@latitudecg.com

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Latitude Consulting Group

A senior technology consulting firm that helps the extended enterprise optimize challenging, information-driven partner channels.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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How can you be sure that you are hiring the best employees for your organization?

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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How Will Your Organization Achieve Its Goals Without The Best People?

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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How Do You Identify the Best People?

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Will you gamble your companies success on a “Gut Check” or “Premonition”?

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Performance and Behavioral Interviewing

Using Past Performance and Behavior to Predict Future Performance and Behavior

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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James Hardie Building Product
  James Hardie: World leader in fiber cement siding, backerboard and pipe National Accounts Department: Represent JH products at Home Depot, Lowes, and 84 Lumber.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Situation-No Recruitment Strategy
      JH had a fragmented screening interviewing and hiring process New hire training was on the job and informal No recruiting ATS system in place JH had and undefined candidate profile JH Had a turnover of 70% Competitors in the space have market share and long term history with DIY stores

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Problem- Recruiting Limiting Growth
      National Accounts Department Sales Under 200 Million National Distributors responsible for marketing JH- Boise and Wharehouser and Babcock. Total National Account headcount at 18 reps with 5 Regional Managers. Open Headcount of over 50 positions 3 hires a month through part time recruiters and agencies. Cost of lost business resulting from an empty territory was in the millions.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Plan-Develop Recruitment Strategy
1. 2. 3. 4. 5. Define Behavioral Candidate Profile for successful National Accounts rep Develop prescreening and interviewing process with Defined Behaviors Develop in person interviewing process Develop hiring process Develop New hire process

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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What is Behavioral Interviewing?
 “The premise behind behavioral interviewing is that the most accurate predictor of future performance is past performance in similar situations. Behavioral interviewing, in fact, is said to be 55 percent predictive of future on-the-job behavior, while traditional interviewing is only 10 percent predictive.” Quintessential Careers

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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1.
 

JH National Accounts Profile

Examine current behavior traits of successful JH Sales Reps and management and document parallel behaviors Create a list of Identified successful behaviors to be integrated with the hiring process

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Key Behaviors for successful JH Rep
             Commitment To Task Problem Solving Active Learning Adaptability Selling Customer Value Achievement Oriented Communication Strategic thinking Marketing Teamwork Financial Knowledge Leadership

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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2.

Prescreening Process
Defrag recruiting process • Cut recruiters tie to all field managers • Train recruiters on new screening, interviewing process

Implement Applicant tracking system • Online Submittal System • Online Questionnaire

Build online recruiting strategy • Job Boards Implement College Recruitment Strategy • Career fairs in profile matching colleges
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Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

Prescreening Process Cont.
 First phone interview go over basics • Assess individual for position and company • 4 of 12 behavioral questions asked • Assign Field Study and follow up interview  Performance Based Tasks – Field Study 1. Research JH background, financial, and market position 2. Research all JH Products and competitor products in each DIY store 3. Build and present 3 month territory plan  Second phone interview • Behavioral attributes are further identified through the candidate ability to complete the field study.  Successful candidates are flown to in person interview
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Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

3.

In Person Interview Process
2-3 In Person interviews conducted monthly
• • 10-30 candidates per interview Interview book prepared for managers
• Resumes • Online Questionnaires • Feedback from phone interviews and field study • One of three behavioral interviewing forms

3 room interview process with holding room
• • • Two managers per room 4 of 12 behavioral questions per room Mole planted in holding room

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

19

Behavioral Interview Example Questions

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

23

4.
 

Hiring Process
After In person interviews all mangers enter a group session to discuss candidates and assign territories for new hires Candidate are usually required to make an immediate relocation

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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5.

New hire Training
New Hires enter the most extensive new hire training program in the industry • One week ride along with Regional Manager • One week ride along with Senior Rep • One Week corporate training • One week manufacturing plant training with hands on installation exercises • And off to the field they go!!!!

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

25

Results—Show me the money!
     Turn Over reduced to 00% (Healthy Attrition) 6-14 hires per month Department is currently at 00% revenue growth National Accounts is now a 000 million Dollar a year department Distributors are now relied on for shipping product and not marketing product

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

26

JH Manager Quotes
 “The implementation of behavioral interviewing tactics has given my management team the ability to compare all candidates equally” Tim Birckbichler, Director of Sales for National Accounts “Behavioral Interviewing can provide you with tangible examples of how a candidate meets your defined behaviors” Robert Patrizi, Mid West Regional Manger for National Accounts

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

27

NetZero
    NetZero is a nationwide Internet Service Provider, available in more than 8,000 cities across North America. NetZero offers unlimited paid service and a Free ISP. I joined NetZero as employee 44 and was the first full time recruiter the company brought on. NetZero the worlds largest free ISP

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

28

Differing work Cultures
   NetZero is the worlds largest free ISP Due to rapid growth the company was constantly striving to make development dates The company offered • Meals • Games • Gym • Sleep Room   A normal developers day was 7 AM (Breakfast) to 7 PM (Dinner) Many would work more then 12 hour days and some would work all night during release dates.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

29

Problem - Finding the Right Developers
 Developers Shortcomings • Not used to rapid release schedules • Not used to long hours worked • Not able to code fast enough under pressure  Recruiting Shortcomings • Not able to find talented enough individuals • Not able to find right skills in local talent pool

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

30

Plan
1. 2. Implement performance based position descriptions and hiring techniques Expand candidate search activities to nontraditional techniques

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

31

1. Performance-Based Descriptions
  Every job has six to eight tasks, projects or milestones that define superior performance. Start at the one year performance review and work backwards. Hiring managers need to define the work a person in the job must do to be considered a top performer. By putting performance first, you can find candidates who have achieved similar results using a different mix of skills, behaviors and competencies. By starting off looking for skills, behaviors and competencies, you minimize your pool of top performers.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

32

Assess performance history
          Task: Document code and processes on a daily basis, as appropriate Task: Respond to and/or process support requests (SharePoint Issues) within contract specified terms Task: Submit up-to-date accounting of Time and Support Detail to PM on a weekly basis or as requested Task: Deliver on time and on budget according to client/project requirements and according to the published project timeline. Task: Attend scheduled status meetings Task: Mentor other developers on projects as agreed to Milestones: Within two months must be able to support clients with minimal assistance from others. Milestones: Within six months have the demonstrated ability to serve as “Single Point of Contact (SPOC) for one client. Project: Within 6 months complete Process Documentation for Application Support position Project: Within one year Complete Professional Development Plan
Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

33

Train the Managers
 Gut Check • Is it worth your companies success? • Wait 20 minutes.  Years of experience • Oracle dev • Bakersfield ISP  Follow the process and 1+1 equals 2

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

34

2. Non-traditional recruiting methods
 NetZero-Black Hat/DefCon • Building security/Anti Hacking department • Vegas 6 day convention • Party in a suite, business card entrance fee • Hire the hackers • The trick, agents in the field  NetZero-National ISP Conference • Find Highly talented ISP talent • New Orleans 3 day convention • Throw a dinner in the ball room, business card entrance fee • Hire the competitors • The trick, Agents in the field
Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

35

Non-Traditional Recruiting Methods
 Net Zero- Computational Linguist • Traditional Methods of finding a candidate where turning up unqualified candidates • Turned to Colleges, alumni Associations and blogging. • After a 6 month search we found a candidate in Israel who located me on a blog I posted the position on. • Position description is still on the web 5 years later.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

36

Recruiting Strategy Results
      Screened out candidates that would not be able to keep up with Net Zero's high stress environment Found candidates that are used to long hours Found the technically specialized individuals to make the company grow to the success that it is now. Candidates clearly knew what was expected of them before starting the job. Managers became better interviewers Was able to expand the recruiting efforts to pull from a niche talent pool

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

37

NetZero Manager Quotes
 “Performance Based recruiting has given the recruiting department an edge on finding the right candidates the first time without having to go through painful and costly backfills.” Rafi Kurkdjian, Recruiting Manager “My department attrition is down and my productivity is up, the process that the recruiting department has put in place has given us the direction we needed to weed out the good from the bad.” Gordon Clarke, NOC Manager

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

38

STAR Technique
How to answer your performance based or behavioral Questions Situation – describe the situation that you were in or Task – describe the task that you needed to accomplish Action – describe the action you took Results – What did you accomplish or learn?

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

39

Summary
     Behavioral and performance based interviewing make for great candidates Performance based starts with the position description Behavioral starts with the proper profile Retrain how you and your managers interview Just the facts.

Proprietary and Confidential © 2006, Latitude Consulting Group, Inc.

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