Chris Hood 360 Feedback

Involve | Influence | Improve | Invest | Inspire

360⁰ Talent AcquisitionIncreasing Involvement Increasing InfluenceMaximizing Investment

Improvement proposal to target financial and efficiency improvements to create a fully integrated 360⁰ RPO talent acquisition strategy

Chris Hood

November 2009

University of Dallas - GSM

http://hoodatwork.com 2

Table of Contents

Proposal Topic………………………………………………………..3

Course Applications……………………...…………………………..4

Client Profile……………………………...…………………………...9

Goals of Improvement Implementation.........................................11

Current Process and Performance Measures.............................. 13

Improvement Opportunities...........................................................15

360 Improvement Approach..........................................................17⁰Implementation Plan...................................................................... 22

Action Plan and Cost Analysis....................................................... 25

Return On Investment.................................................................... 28

References and Works Cited......................................................... 30


Proposal Topic

Summary• Client is a global leader in their industry. Recent review has

shown an opportunity to decrease hiring expense while increasing the efficiency and quality of hire.

• An RPO Provider has been retained to provide such a solution• While effective, opportunity still exists to optimize the process and

enhance its value• Application of course material from MANA6305 provides a

strong framework for the following Improvement Proposal• The attached proposal is based on the following:

• Mission/Values (Unit 4)• Organizational Process (Unit 6)• Strategic HRM (Unit 7)• Selection and Retention (Unit 8)• Organizational Change (Unit 11)

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Course Application – Unit 4Mission / Vision

• Client has clearly defined mission, vision and goals stated on their corporate website

• Compliance to the above not strictly adhered to within scope of talent acquisition process

• Client’s mission, vision and other corporate statements are well represented on corporate web site

• Client strives to maintain a high performance culture. • Very close to achieving Wriston’s 4 components within talent

acquisition process• A collaborative environment• A culture of accountability• Focus• Robust processes

• While achieving strong results in these areas, opportunities for valuable improvement exist to improve in all 4 areas

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Course Application – Unit 6Organizational Process

• Talent acquisition process requires high reliance on quick decision making

• Conversely, the decision to retain an RPO provider on a multi-year engagement requires cross-functional, highly involved decision making

• Breakdown arises from agreeing to process in principle, but not executing in accordance with parameters• Teams are disaligned - they often insulate themselves from process• Rational decision making process used effectively – but undocumented 7th

step not followed• “Ladder of Inference” system often accompanies interview and candidate

selection process• Decisions not always made on most pertinent data

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Course Application – Unit 7Hiring and Retention

• Client offers exceptional benefits to all employees• Examples include:

• PPO health insurance at very low premium• Stock discount / Retirement account / Profit sharing• Tuition reimbursement• Focus on health and wellnessOn-site fitness facility /Company

subsidized• Reward system not as robust in remote locations; Primarily

manufacturing facilities• Uniquely qualified, technical candidates continually receive offers that fall

below industry standard• Salary offers not objectively based – rather driven by perceived merit• Highest offer decline rate in the company

• Opportunity exists to equalize financial reward system to be consistent throughout the company from an intrinsic and extrinsic standpoint3


Course Application – Unit 8Employee Life Cycle / Hiring Procedure

• Employee selection process is a work in progress.• Changes in timing, budget, scope and geographies influence

hiring needs• Consistent selection process will increase functionality and help

uncover hiring opportunities• Employing a selection tool to objectively assess performance• Subjective interviewing still vital to determine “fit”

• Challenge is to achieve buy-in from all stakeholders to adhere to consistent process

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Course Application – Unit 11Leading Change

• The end goal of this proposal is to drive change that is valuable

from financial and efficiency-based perspectives• Application of multi-value based initiatives will drive change

in the following:• Attitude towards hiring• Change in hiring practice• Greatly reduce hiring expenditure• Heightened appreciation for true value of time

• Enhancement from proposed re-engineering of hiring process will:• Factor directly with decision making in other areas• Generate logical thought when assessing perceived value of

comparable costs


Client Profile

• Client is the world’s leading provider of intelligent industry specific hardware and software solutions, with nearly 8,000 corporate and municipal entities worldwide relying on our technology to optimize the delivery and use of essential services.

• 2008 Revenues: $1.91 billion• Customers: More than 8,000 in 130 countries• Stock: NASDAQ: Client• Office Locations: More than 80 locations globally with headquarters in

USA and Belgium (E)• Markets: Hi-Tech, Environmental, Essential, Smart


Client’s Corporate Culture and Hiring Vision

At Our Company, “Knowledge to Shape Our Future” describes the value we provide to our many customers. It also describes the value that we

provide to our own employees. Our Company’s management is committed to providing employees with opportunities and resources

that they can utilize to shape their own future.”


Proposed Goal of Program Implementation

• 360⁰ Talent Acquisition is a dual function of internal (Corporate / Human Resources - HR) recruiting and external (Agency / RPO “Recruitment Process Outsourcing”) functions

• Root issue is decentralization and hiring practice consistency within corporate staffing leaders

• Retained RPO and HR consultants not used to full capability• RPO provider not used on specific requisitions – hiring

managers choose local contingent agencies for recruiting support

• Client spent $475K for FY 2008 on RPO retainer • 75 hires allocated to this number – 47 realized

• Additional $396K spent on additional contingent hiring resources


Implementation Goals (cont’d)

• Decrease key hiring metrics by increasing management level responsibility in centralized hiring process• Time to fill• Cost per hire• Quality of hire• Recruiting costs

• Achieve buy-in from key stakeholders and influential hiring managers • Result is exclusive, dedicated e external hiring partner

• Eliminate recruiting redundancies and avoidable recruiting costs by establishing credibility of retained RPO Provider


Current Talent Acquisition Process

Hiring Manager Kick off

Meeting

External Candidate Sourcing, Screening

and Review

Resume Submission

Hiring Manager Review

Interview Scheduled (Pending Resume Review)

Interview Feedback / Hiring Decision

Offer Approval Process

Candidate Hire

Historical - Position Cycle Time (in days)

Current - Position Cycle Time (in days)

Goal - Position Cycle Time (in days)

8 9 8 13 9 10 12 6

7 7 6 9 7 8 8 4

6 6 5 5 5 5 5 1

Key process improvement opportunities in exist steps 3 – 7• Improvement will result from more efficient hiring manager review• Expedited interview scheduling• Efficient transfer of feedback• Streamlining of offer approval process


Metrics: History vs. Current Performance vs. Stated Goals

Metric Pre-RPO Current RPO Stated Goal

Time to Fill 75 Days 56 days 40 days

Interview to Hire Ratio 17% 29% 40%

Submission to Hire Ratio 8% 13% 20%

Cost per Hire $14,290 $8,260 $5,600

· Interview to hire ratio represents number of candidates interviewed in FY 2008 by actual hires

· Submission to hire ratio equals number of candidates submitted for review by YTD actual hires

· Pre-RPO cost per hire calculated by accessing disclosed company information during pre-launch discovery. Current CPH equals current RPO billing and adding fees associated with additional 3rd party agencies. Resulting cost figure is divided by hires to date.


Improvement Opportunities

• Time to fill• Key opportunities for improvement exist in steps 3-7 of hiring

process• Hiring manager participation and accountability contribute to fall-off

in goal attainment• Interview/Submittal to hire ratios

• Improvement plan focus targets hiring managers and stakeholders• 12% of submitted candidates remove themselves from

consideration prior to receipt of feedback• 75% of candidate drop off in steps leading up to hire results from

delay in decision process (candidate loses interest or receives a competing offer)

• Dialogue and rapport between RPO provider and hiring managers needs improvement• More efficiency in gaining trust of hiring manager• Garner better understanding of position requirements• Consistent feedback is crucial


Improvement Opportunities(Cont’d)

• Cost per hire• Intermittent use of contingent recruiting agencies causing CPH to

trend above goal• Agencies still engaged due to relationships and perceived trust by

hiring manager• 3rd party agencies (aside from RPO provider) average $9K+ per hire

over RPO engagement contract


Improvement ApproachInternal Deliverables

• Create and enforce corporate mandate terminating usage of non-approved agencies

• Create systemic barriers to prevent agency from submission of unsolicited resumes

• Create open dialogue between hiring authorities and HR to survey perceived shortfalls in RPO/HR talent acquisition execution

• Champion cultural change in hiring perceptions• Detail consistent hiring methodology across company verticals


Improvement ApproachExternal (RPO) Deliverables

• Engage in exhaustive industry and company research• Develop ideal profile of candidates across verticals• Become familiar with standardized job descriptions and position

qualifications• Conduct regional assessment of hiring data• Utilize advanced research methodology to uncover potential

candidate sources


Improvement Approach 360 Talent Acquisition Team Stakeholders⁰

• Begin new relationship with agreeing on:• Process• Communication standards

• Build confidence amongst 360 Talent Acquisition Team⁰• Know the job• Understand the industry and marketplace• Teach and promote objective assessment• Be prepared to justify candidate submissions• Be a partner to the hiring manager• Team with managers to make this a mutual process


Improvement Approach 360 Talent Acquisition Team Stakeholders⁰

• Partner with managers to encourage an open minded approach to hiring

• Build confidence in recruiting expertise and industry knowledge• Establish open communication to ensure clear, objective

feedback and timely response• Teach hiring managers to uncover useful data through effective

interviewing• Create relationship where hiring manager feels like a top priority


Improvement ApproachHolistic Diagram

360⁰ Talent Acquisition

Team

Client HR

Hiring ManagersRPO

Provider

Result of implementation is a true “360 Talent Acquisition Team”⁰


Implementation PlanTalent Acquisition Process

RPO Provider

Detailed submission

Anticipate and prepare

questions

Pre-confirm interview

availability

Solicit candidate feedback

Anticipate red flags and

pre-close

Client HR Recruiting

Prompt routing of submittal

Set follow up reminders

Keep accurate calendar

Set follow up reminders

Ensure approval

from Mgmt

Hiring Manager

Expedite review and feedback

Provide detailed

feedback

Agree to pre-set schedule.

Provide prompt and useful info

Pre approve salary per

stated range

Resume Submission

Hiring Manager Review

Interview Scheduled (Pending Resume Review)

Interview Feedback /

Hiring Decision

Offer Approval Process

• Process improvement strategy focus on stages 3-7 of recruiting and hiring cycle

• Stakeholder deliverables detailed below in sequential order


Implementation PlanProcess Training / Program Evaluation

Train Hiring Managers New on Process

Current mgrs train

on new process

Participate in company value focus

group

Immersion with Talent Acquisition Group

Kick-off calls occur

New Process Execution

Initial Search executed with detailed documentation of improvements and missed opportunities

Implementation plan consists of 4 components• Training• Immersion• Execution• Evaluation


Implementation Plan360⁰ Improvement Model

360 ⁰ Talent Acquisition

Anticipated Result – Continuity of process will ensure constant focus on company values, strategy and hiring effectiveness within a collaborative, team-based network


Action Plan and Cost Analysis

Item Description Duration UnitsStart Date

End Date

Estimated Cost

Conduct and assess hiring value proposition focus groups 3 Weeks 1/2/2009 1/20/2009 $27,500

Create web-based training seminars for all hiring authorities to complete prior to receiving approval to hire new headcount 3 Weeks 1/23/2009 2/3/2009 $19,120

Implement web-based process training for new and current hiring managers 1 Week 2/6/2009 2/10/2009 $15,000

Immersion will be primarily virtual - cost associated with RPO Provider creating and delivering immersion and best practice documents 1 Week 2/13/2009 Ongoing $18,000

Tracking and process assessment surveys - 1 for each initial search by any hiring manager. Subsequent assessments to be assigned at random 1 Week 2/20/2009 Ongoing $10,000

Total $89,620


Action Plan and Cost AnalysisCosting Assumptions

• Value proposition focus groups to be conducted by 3rd party Talent Consulting Agency (TCA)• Proven research and interview methodologies uncover unbiased and

useful results• Cost based on industry research and internal data• Example – The Newman Group, Taleo, Kenexa

• Web-Based Training Seminars• Created by TCA • Company focused and branded online webinar created to convey

company standards, values, missions, beliefs and expectations related to talent acquisition

• Cost defined as function of consultant time and creative fees


Action Plan and Cost AnalysisCosting Assumptions (cont’d)

• Immersion activities include on-site introductory meetings between RPO Provider and internal stakeholders• Costs calculated as function of travel and creation of additional

process documents and collateral• Performance Tracking

• Quality management initiative designed to uncover breakdowns in process and overall satisfaction with RPO Provider

• Costs based on 50 hiring managers completing 2 assessments in FY 2009• Assessment fee: $50 per report


Return on Investment

Metric Pre-RPO

Current RPO

Stated Goal


Time to Fill 75 Days 56 days 40 days $10,546 per hire

Interview to Hire Ratio 17% 29% 40% $28,750 per 100 IV’s

Submission to Hire Ratio 8% 13% 20% Performance Metric

Cost per Hire $14,290 $8,260 $5,600 $8690 per hire

ROI Assumptions:• Time to fill ROI computed by taking net revenue per employee (less average

cost of employment from average daily revenue) and converting it under new process. Placement fee and interview cost subtracted yield ROI

• Interview to Hire ROI calculated by multiplying average interview cost by difference in volume for every 100 interviews

• Cost per hire ROI represents difference between Pre-RPO CPH and goal CPH multiplied by projected number of hires for FY2009 (placement fee)


Return on Investment(cont’d)

Anticipated ROI based on 100 Hires by RPO Provider

Time to Fill ROI

Interview cost ROI

Agency vs. RPO Cost ROI

Initial Investment


$1,054,600 $28,750 $869,000 $89,260 $1,865,090


Works Cited / References

Wriston, Michael J. "Creating a High-Performance Culture." Organization Development Journal 25.1 (2007): 8-16. Business Source Complete. EBSCO. Web. 2 Nov. 2009.

University of Dallas – E-College, MANA6305, e-Lecture, Unit 6

Ryan, Ann Marie, and Nancy T. Tippins "ATTRACTING AND SELECTING: WHAT PSYCHOLOGICAL RESEARCH TELLS US." Human Resource Management 43.4 (2004): 305-318. Business Source Complete. EBSCO. Web. 2 Nov. 2009.



Note: Financial figures and performance metrics were researched and presented based on the performance, goals and costs associated with verified RPO services, and tested implementation schema.

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Chris Hood 360 Feedback