Retail High Performance Profiling – (Quality Of Hire)

Situation

Recruitment was an essential requirement of the business turnaround as the cultural shift to high performing workforce was one of the critical elements of the turnaround people strategy. To do that, we had to define the characteristics of top talent and align the recruitment strategy to ensure we had the right mix of top talent in the workforce to grow business performance.

PeopleScout recommended conducting a High Performer Profiling study for Sales Consultants and Store Managers. This included identification of the pivotal factors that make up the unique DNA of a High Performer versus an Average Performer in stores (see Figure 1) and building the end-to-end recruitment and selection process to hire to the High Performer Profiles.

  • For Sales Consultants, PeopleScout analysed the sales data of 3,562 individuals, classified the performance of 2,645 sales people (as top 25%, middle 50% and bottom 25%) whose Sales Per Labour Hour (SPHL) was benchmarked against store performance, and then re-classified against warranty and items per docket metrics. Following that we conducted 70 job shadows with high and average performers, 6 Management focus groups plus additional interviews, and an online survey on bio-data and motivation. The survey had 431 respondents.
  • For Store Managers, PeopleScout classified the performance of 319 Store Managers based on their performance metrics. Following on from that, we conducted 43 Job shadows with high and average performing Store Managers, 4 management focus groups, and an online survey on bio-data and motivation . The survey had 219 respondents.
  • The results were analysed and presented back to the HR, CEO and Director of Operations, followed by the Regional and Area Management teams.

Results

For 12 months from July 2013, average and median sales per labour hour metrics for Sales Consultants and Store Managers were reported. In this report a comparison is made between existing employees vs the candidates who came through the new recruitment process that was aligned to the high performer profile. Results consistently show that the new hires are outperforming the existing employees. The trends in the quality of hire can be seen in Figure 2 below.

Figure 2: Performance results of existing employees vs employees hired through the high performance profile summary
Figure 2: Performance results of existing employees vs employees hired through the high performance profile summary