Human Resource Staffing and Performance Management

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Human Resource Staffing and Performance
Management

• MANA 4328
• Dr. George Benson
• benson_at_uta.edu

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HR Staffing

• Legal Compliance
• Determining HR needs
• Projecting staffing levels
• Job analyses
• Managing competencies
• Identifying and recruiting employees
• Evaluating candidates
• Selection tests
• Interviewing
• Managing retention

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Performance Management

• Performance management systems
• Timing, forms, and outcomes
• Managing for employee motivation
• Goal setting
• Pay for performance
• Providing performance feedback

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Staffing and Performance

• Labor is the single most significant cost of
  doing business payroll and replacement costs.
• Business strategies require specific skills and
  behaviors to be successful.
• Employees provide customer service, create value,
  and execute strategy.
• HR practices can be crafted to support certain
  types of skills and encourage behaviors.
• How do we hire the right people?

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How do we hire the right people?

• Traditionally staffing has focused on the match
  between an applicants skills and experience and
  the job requirements.

Job Requirements Rewards
Match
Person KSAs Motivation
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Person/Job Match
Job Requirements Rewards
HR Outcomes Performance Extra Effort
Retention Satisfaction Commitment
Match
Impact
Person KSAs Motivation
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Person/Organization Match
Organization
Task Flexibility
Values/Culture
HR Outcomes Performance Extra Effort
Retention Satisfaction Commitment
Career Progression
Match
Impact
Person KSAs Motivation ATTITUDE
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Southwest Airlines

• Recruiters speak in the same near-spiritual
  terms. What's he looking for in a candidate? "An
  attitude -- a genuineness -- a sense of what it
  takes to be one of us."
• It takes a special individual to become a
  Customer Service Agent, and we look for folks who
  are eager, who are quick on their feet with
  outside the box thinking and who have caring,
  friendly natures. Because we operate almost
  around the clock (including holidays), Customer
  Service Agents work unusual hours and are on
  their feet eight hours a day. Yet, almost all of
  these Employees will tell you how much they LUV
  their jobs.
• Colleen Barrett President and Chief Operating
  Officer

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Wanted Customer Service Agent

• Submit a resume.
• Attend a Group Information/Screening Session.
• Attend a one-on-one interview complete an
  application.
• Background check.
• Drug screening.
• Job offer - Start date determined - Training
  scheduled.

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Coat of Arms

• Applicants fill out and read aloud a
  questionnaire in which applicants complete
  statements such as
• One time my sense of humor helped me was..
• A time I reached my peak performance was.
• My personal motto is

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Fallout Shelter

• Applicants are told to imagine they are a
  committee charged with rebuilding civilization
  after a just-declared nuclear war.
• They're given a list of 15 people from different
  occupations nurse, teacher, all-sport athlete,
  biochemist, pop singer. They have 10 minutes to
  make a unanimous decision about which 7 can
  remain in the only available fallout shelter.

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Fallout Shelter

• The answers dont matter....
• The test is about the interaction...
• As the candidates debate, evaluators watch from
  across the room and grade each person on a scale
  from "passive" to "active" to "leader."

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Become a SWA Customer Service Agent?

• All SWA Employees and their eligible family
  members have FREE UNLIMITED space available
  travel anywhere Southwest Airlines flies!
• As a SWA Employee you will receive Profit Sharing
  . . . and Southwest Airlines has had 31
  consecutive years of profit!
• FABULOUS Medical, Dental and Vision plans for all
  Employees! Dollar for dollar match in 401K - up
  to 7.3 of employee investment!
• Casual uniform environment, which means you can
  wear tennis shoes!
• The Southwest Airlines University offers Career
  Development classes!
• Chili Cookoffs, Holiday Celebrations, Deck
  Parties, Golf Tournaments and more for all SWA
  Employees and their family members.

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Entry Level Jobs at SWA

• Customer Service Agents
• First Year 9.00/hr
• Second Year 10.00/hr
• Flight Attendants
• 1st 6 Months - 14.67/Trip
• 2nd 6 Months - 14.90/Trip
• 2nd Year - 17.34/Trip
• one trip 243 miles

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Support Business Strategy

• Southwests reputation for service and Fun Place
  to Work
• More than 34,000 total Employees
• Received 202,357 resumes in 2003
• Hired 908 employees in 2003
• Hires about .5 of applicants (4.4 per 1000)

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Southwests HRM Practices

• Selectivity in Recruiting
• Employment Security
• Incentive pay
• Employee Ownership
• Information Sharing
• Participation Ownership
• Self-Managed Teams

• Training Development
• Cross-Utilization Cross-Training
• Symbolic Egalitarianism
• Wage Compression
• Promotion From Within
• Taking the Long View
• Measurement of Practice

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Results

• 31 consecutive profitable years.
• Southwest has ranked number one in fewest
  Customer complaints for the last 13 consecutive
  years as published in the DoTs Air Travel
  Consumer Report.
• Among all industries in 2003, FORTUNE has listed
  Southwest Airlines as number two among Americas
  Top Ten most admired corporations.
• According to the April 2003 issue of FORTUNE,
  Southwest is an employer of choice among college
  students.