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  • A Turnover Problem at The Ft. Lauderdale Herald Exercise 5.1

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    The document discusses a turnover problem among customer service representatives at the Fort Lauderdale Herald. It provides data on recruitment sources over the last 3 years, including total applicants, those qualified, interviewed, offered jobs, accepted jobs, retained after 6 months, and recruitment costs. It asks what the yield ratios are for each step and implications for future hiring. It also asks about advantages and disadvantages of recruitment methods and where future efforts should focus. Recommendations include improving customer satisfaction, increasing efficiency and customer service tenure through strategies like limiting cold calls during dinner, addressing complaints, using team leaders to motivate employees, and providing ongoing training.

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    Question #1

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    The document discusses a turnover problem among customer service representatives at the Fort Lauderdale Herald. It provides data on recruitment sources over the last 3 years, including total applicants, those qualified, interviewed, offered jobs, accepted jobs, retained after 6 months, and recruitment costs. It asks what the yield ratios are for each step and implications for future hiring. It also asks about advantages and disadvantages of recruitment methods and where future efforts should focus. Recommendations include improving customer satisfaction, increasing efficiency and customer service tenure through strategies like limiting cold calls during dinner, addressing complaints, using team leaders to motivate employees, and providing ongoing training.

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    2K views14 pages

    A Turnover Problem at The Ft. Lauderdale Herald Exercise 5.1

    Uploaded by

    rcampusa5
    The document discusses a turnover problem among customer service representatives at the Fort Lauderdale Herald. It provides data on recruitment sources over the last 3 years, including total applicants, those qualified, interviewed, offered jobs, accepted jobs, retained after 6 months, and recruitment costs. It asks what the yield ratios are for each step and implications for future hiring. It also asks about advantages and disadvantages of recruitment methods and where future efforts should focus. Recommendations include improving customer satisfaction, increasing efficiency and customer service tenure through strategies like limiting cold calls during dinner, addressing complaints, using team leaders to motivate employees, and providing ongoing training.

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    of 14

    Exercise 5.

    1
    A TURNOVER PROBLEM AT THE FT.
    LAUDERDALE HERALD
    SCENARIO
    Ms. Adalyn Saline, the Director of Human Resources for
    the Fort Lauderdale Herald, has asked us to analyze the
    recruitment and selection process and make specific
    recommendations.
    QUESTION 1
    •What are the yield ratios for each step in the recruitment and
    selection process across all recruitment sources?
    •What are the implications of these ratios for future hiring?
    •Could you also calculate a yield ratio for a particular recruitment
    source?
    •Why would that be helpful?
    Exhibit 5.1.1 - Data on Recruitment Sources for Customer Service
    Representatives, Last 3 Years

    Recruitment Total # Recruitment


    Sources Applicants Qualified Interview Offered Job Accepted 6 Months Cost

    Corporate Web
    Site 150 12 9 8 5 3 $200

    Job Board 300 20 11 9 6 2 $690

    Newspaper 115 78 64 56 53 24 $465

    Walk-in 31 20 14 9 7 3 $295

    Employment
    Agency 37 19 7 7 7 6 $250

    Total 633 149 105 89 78 38 $1,900


    QUESTION 2

    What are the advantages and disadvantages of the various


    recruiting methods used by the Fort Lauderdale Herald? Where
    should they focus their recruitment efforts in the future?
    Advantages
    • Understanding of labor market
    • Recruit individuals from various sources
    • In house screening for potential clients
    – Understand candidates strengths and weaknesses
    – Accurate view of their skills
    • Abide Equal Employment Opportunity
    • Hiring to promote diverse workforce
    Disadvantages
    • Providing inaccurate prediction of job functions
    • Facing high turn over rates among customer service reps
    – Work environment is noisy and hectic
    – Mandatory weekend work schedule
    – Expected to sit for long periods of time with little contact
    with co workers
    – Receive no additional remuneration for solicitation success
    Future Recruiting Efforts

    • Promote positive work environment


    • Reward employees based on performance levels
    QUESTION 3
    Recommend at least three HR
    planning/recruitment/selection/retention strategies
    designed to do any of the following:
    a.Improve customer satisfaction
    b.Increase the efficiency of the customer service function
    c.Increase the tenure of the Customer Service Reps
    • Do not cold call customers during dinner time
    • Management overlooking the paper routes should
    address complaints to supervisors
    • Assigning team leaders and teams will motivate
    employees do better at their jobs
    • Managers should have periodic meetings with each team
    leaders to address employee concerns about
    contradicting information given to the customer.
    • Provide on-going training programs designed to build
    team effectiveness and individual motivation and
    improve the customer service’s performance and
    mood towards their jobs.
    QUESTION 4
    What are the advantages and disadvantages of the various
    recruiting methods used by the Fort Lauderdale Herald?
    Where should they focus their recruitment efforts in the
    future?
    • Less employees means more money and benefits
    available to be allocated to the satisfied employees
    and less employee turnover.

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