By Bradley Savoy
This week I had the pleasure of presenting to our local SHRM chapter on Staffing Process Excellence. Here are some of the highlights:
I know what you’re thinking, “We’re hiring fewer people this year”, or “Our hiring’s flat, so why bother with a Staffing Process Excellence exercise?”
Whether you’re hiring 5 people or 10,000 (yes – there are still companies that are hiring that many people), it’s the beginning of someone’s tenure with your company, and it acts as an extension of your brand.
A Staffing Process that’s excellent will enable you to utilize Voice Of the Customer (VOC) data to define and deliver an error-free fulfillment process that will deliver world-class customer satisfaction, improved retention, and even quality of hire.
The simple steps in Staffing Process Excellence are:
- Gain Executive Buy-In. With every process improvement initiative you need the executives’ buy-in. Typically the best way to do this is to align the project to a business initiative. Are you trying to trim costs, improve customer satisfaction, or reduce attrition. All of these can be addressed with an improved staffing process.
- Gather the Voice Of the Customer data. Begin by using surveys, focus groups, or other channels to tap into the perspective of those that work through your process each day. Hiring managers, candidates, recruiters, and others that are involved, should be consulted on how the process should look. Find out what opportunities exist to streamline the process from their perspectives.
- Gather Process CTQ’s (Critical to Quality). These are aspects that are critical to meeting and exceeding customer expectations. These will also typically come as part of your exercise to gather the VOC information from your stakeholders.
- Align the process. By now you have the needs of the customer (VOC) and you’ve gathered those aspects of the process that are critical to them (CTQ). Now you have to align the two, making sure the wants of the customer and the critical needs can be met. Exec or Org. Initiatives??
- Define the staffing process. At some companies this is a detailed chart of the staffing life cycle; for others it’s a simple list of bullet points. While best-in-class is a clearly articulated and defined process, even bullet points on a Word document are a start. The end goal is that with the input from customers you can now define the world-class process – and the best part is no one can say “Hey you didn’t ask me!” because each of the customer segments gave their input.
- Educate, Implement, and Continuously Measure the new process. You’ve put all of this effort into your new process; now make sure it “sticks!” Don’t just email the new process out to everyone; instead, leverage executive buy in to have a big kickoff. Executive announcements, internal staff meetings, and even e-mails can have more power jointly coming from line execs and HR/recruiting.
You’re also going to need to educate each of the stakeholders on the new process, and then of course continually measure the results. Consistent surveys, focus groups, etc with the “customers” of the process will ensure long-term adherence.
If you have questions on staffing process excellence, or you’d like to discuss an audit of your staffing process, contact me