HEARTLAND

CONSULTING PROBLEM

GROUP: CREATORS
SUMMARY OF THE CASE

Heartland greeting cards has a high turnover

problem due to faulty selection procedure and
ineffective performance appraisal system
INTRODUCTON

 National greeting card company based out of St.

Louis, Missouri.
 Hammonds greeting cards and Patriot greeting
cards are two competitors
 Competitors have its own specialty stores
 Greeting card merchandiser interacts with the
store managers and store customer
EXISTING SELECTION
PROCEDURE

 EMPLOYEE REFERRALS

 LOCAL NEWSPAPER ADS

EXISTING PA SYSTEM

 No formal performance appraisal system

 Performance is evaluated by unannounced spot

checks

 Infrequent

 No feedback
DESIGN OF A SELECTION INSTRUMENT

1) Mathematical ability to carry out calculations

Assessment method: cognitive ability test

2) A 12th grade reading level in English

Assessment method: cognitive ability test

3) Ability to attend to details

Assessment method: work sample test

4) Ability to carry out company procedures while

adapting to situational need
Assessment method: situational judgment
5) Ability to resolve customer complaints
Assessment method: structured interview

6) Basic body mobility and ability to stand

Assessment method: work sample

7)Ability to work alone with no supervision

Assessment method: integrity test

8)Must provide own transportation to all stores

Assessment method: structured interview
DESIGN OF A PA SYSTEM
Q.1) Who should be responsible for evaluating the greeting
card merchandiser’s performance?

 Area manager should be the responsible

 Performance should be evaluate by announced spot

checks

 Frequent

 Proper feedback
 Q.2) What rating formats will allow you to
incorporate the job performance criteria identified
in the job analysis directly into the rating form?
Rating format:
comparisons among performances

RATINGS

1 = Poor 2 = Fair 3 = Satisfactory 4 = Good 5 = Excellent

Work quality

Comments
Q.3) What techniques do you recommend to ensure that the
greeting card merchandiser is provided with accurate and
timely feedback concerning his or her performance.?

360-DEGREE FEEDBACK
Q.4) What other components of the PA system
will help make it more legally defensible?

 Job-related
 Standardized appraisal system
 To respond to performance appraisal
 Employees are informed before the appraisal
 Give opportunity to employee to rectify the
problem
 No bias against color, race, religion, sex, or any
other legally protected group