A TURNOVER PROBLEM AT THE FT. LAUDERDALE HERALD

Exercise 5.1

SCENARIOMs. 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 Sources

Total # Applicants Qualified Interview Offered Job Accepted 6 Months

Recruitment 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 3Recommend at least three HR Recommend at least three HR planning/recruitment/selection/retention strategies planning/recruitment/selection/retention strategies designed to do any of the following:designed to do any of the following:a.Improve customer satisfactionb.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.