HRM textbook

220 PART 2 RECRUITMENT, PLACEMENT, AND TALENT MANAGEMENT
Typical computerized interviews present questions in a multiple-choice format,
one at a time. The applicant has to respond to the questions on the screen by pressing
a key. A sample interview question for a person applying for a job as a retail store clerk
might be:
How would your supervisor rate your customer service skills?
a. Outstanding
b. Above average
c. Average
d. Below average
e. Poor 25
Questions on computerized interviews come in rapid sequence and require the
applicant to concentrate. 26 The typical computerized interview program measures
the response time to each question. A delay in answering certain questions such as
Can you be trusted? flags a potential problem. The accompanying HR as a Profit
Center feature illustrates the bottom line impact such systems can have.
HR AS A PROFIT CENTER
Great Western Bank
When Bonnie Dunn tried out for a teller s job at Great Western Bank, she faced
a lineup of tough customers. 27 One young woman sputtered contradictory instructions
about depositing a check and then blew her top when Bonnie didn t handle the
transaction fast enough. Another customer said, You people are unbelievably slow.
Both tough customers appeared on a computer screen, as part of a 20-minute
computerized job interview. Ms. Dunn sat in front of the screen, responding via a
touch screen and a microphone. She was tested on making change and on sales
skills, as well as keeping her cool. When applicants sit down facing the computer,
they hear it say, Welcome to the interactive assessment aid. The computer
doesn t understand what applicants say, although it records their comments for
evaluation later. To begin the interview, applicants touch an icon on the screen,
eliciting an ominous foreword: We ll be keeping track of how long it takes you and
how many mistakes you make. Accuracy is more important than speed.
Great Western reports success with its system. It dramatically reduced interviewing
of unacceptable candidates, saving valuable HR time and resources. And,
partly because the candidates see what the job is really like, those hired are reportedly
26% less likely to leave within 90 days of hiring, significantly reducing the
bank s employee turnover costs.
SECOND LIFE Several employers such as Microsoft and Hewlett-Packard use the
online virtual community Second Life to conduct job interviews. Job seekers create
avatars to represent themselves in the interviews. 28
SPEED DATING For better or worse, some employers are using a speed dating
approach to interviewing applicants. One employer sent e-mails to all applicants for
an advertised position. Four hundred (of 800 applicants) showed up. Over the next
few hours, applicants first mingled with employees, and then (in a so-called speed
dating area ) had one-on-one contacts with employees for a few minutes. Based on
this, the recruiting team chose 68 candidates for follow-up interviews. 29
BAIN & COMPANY CASE INTERVIEW Bain & Company uses case interviews
as part of its candidate selection process. By having candidates explain how they
would address the case clients problems, the case interview combines elements of
behavioral and situational questioning to provide a more realistic assessment of the
candidate s consulting skills. The accompanying screen grab shows Bain candidates
how to prepare for the case-based interview.