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Finding your hidden heroesWhat good looks like in todays world
Lucy Beaumont
September 2016
© 2016 Korn Ferry. All rights reserved 2
Hidden heroes
The world has changed and is changing – how can we keep up in HR?
1
What does good look like in today’s world? What will it look like tomorrow?
2
Finding the hidden heroes at TrustFord.3
How can we find your hidden heroes? 4
The world is changing
© 2016 Korn Ferry. All rights reserved 4
The world is changing
VHS
© 2016 Korn Ferry. All rights reserved 5
Facebook claim they are responsible for $227 billion in global economic impact, and creating 4.5 million jobs. Deloitte, 2015
What else?
Facebook was launched in 2006
71% of 18 to 24 year old say that the internet is their main news source.Pew Research Centre
© 2016 Korn Ferry. All rights reserved 6
HR has changed too
Millennials
Baby Boomers
© 2016 Korn Ferry. All rights reserved 7
A story about car sales people
pushydishonest annoying
difficult
yuck
slimyhard
manipulative
uncomfortableboring
tough
sleazyfakepainful
cheesy
aggressive
smarmy
important
scary
© 2016 Korn Ferry. All rights reserved 8
Car sales people
Challenging assumptions
The new recruits would inevitably be confident extroverts; the type of people you’d imagine would be successful in selling. And yet, across the group, there was a surprising inconsistency in their performance. Some sales executives were clearly better than others and we didn’t know why. Sharon Ashcroft, HR Director , TrustFord
Customer service & sales
© 2016 Korn Ferry. All rights reserved 9
The Ford challenge
Recruit 200 new sales staff across 65 dealerships and operational sites in the UK. Identify what was different about the high performers. Identify what ‘good looks like’ and provide the best possible service to customers.
In the past…
Did you sell cars before?
How many have you
sold?
Great start on Monday!
© 2016 Korn Ferry. All rights reserved 10
What does good look like?
Validation study of 205 sales executives
‘Open communicators’‘Strong verbal reasoning skills’
‘Able to build rapport’
‘Strong in empathy’‘Supportive’‘Relaxed’
‘Consultative’
Talent Q created a consolidated ‘profile’ of the personality traits and abilities that would bring all-round success. This was effectively a balancing act.Sharon Ashcroft, HR Director Ford
© 2016 Korn Ferry. All rights reserved 11
Enhancing recruitment and improving ROI
Our philosophy is to create customers for life, not just make an initial sale, so we need to recruit well-rounded people who can perform well in both the sales and the customer service aspects of the role.
Centralised the responsibility for hiring.
Improved the calibre of recruits.
Recruitment process is consistent and fair (no longer subjective).
Understand what ‘good’ looks like.
Change the tone of its recruitment and widen talent search = larger Talent Pool.
© 2016 Korn Ferry. All rights reserved 12
Death of the old-style salesman
Finding your hidden heroes
© 2016 Korn Ferry. All rights reserved 14
Many organisations use assessments to assess people. But do they know what to assess?
Knowing what to assess
What does success look like?
What is required from the role?
What makes someone good at the role?
How is this different to average and poor performance?
How will the job change in the next 6 to 12 months?
© 2016 Korn Ferry. All rights reserved 15
How can you identify what to assess?
Who should be involved?
HR
Line managers
Job holders
© 2016 Korn Ferry. All rights reserved 16
How to use the Competency cards – demonstration
© 2016 Korn Ferry. All rights reserved 17
Take away questions
Has the role changed? Will it change? 1
Do you know what good looks like?2
Do you know how to measure good? 3
Thank you
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