Volt Workforce Solutions Utilizing a Six Sigma Approach to Reduce Unwanted Turnover March 29, 2012 ©2010 Volt Information Sciences, Inc. All rights reserved. Proprietary & Confidential.

Introductions Brad Zylstra Six Sigma Master Black Belt Volt Workforce Solutions Robin Kibota Six Sigma Master Black Belt Volt Workforce Solutions XX

Volt Workforce Solutions Six Sigma staffing co. clients client programs recruiters workers on-boarded annually staffing revenue

How the Six Sigma methodology and tools can improve quality and reduce costs. How to quantitatively determine the best criteria in screening candidates. How to assure candidates are being screened accurately and consistently. What you will learn

How much do you know about Six Sigma? – Never heard of it – Somewhat familiar – I know enough to be dangerous – I am a Six Sigma guru! Poll

Project based methodology Statistical approach Customer focus Toolset Six Sigma Overview

Quality is defined by the customer Solutions based on root cause analysis Data-driven decision making Holistic approach to solutions Six Sigma

Volt’s client, was dissatisfied due to the high unwanted attrition of call center employees placed on assignment. Case Study

Six Sigma Tool Problem and Goal Statements Problem: Timeframe Process Defect Baseline Pain Goal: Timeframe Improvement Savings A problem clearly stated is a problem half solved

In the 4 th Quarter of 2010, unwanted attrition was 115%, resulting in additional recruiting and training costs and lower customer satisfaction. Problem Definition

Reduce unwanted attrition to 50% or less by 4 th Quarter, 2011 saving 50 hours per week in lost productivity. Project Scope

How would you reduce unwanted turnover? – Increase pay – Provide more benefits – Provide flexible schedules – Understand the real problem before fixing it Poll

Process Map Receive Confirm Requirements Translate Requirements Candidates Apply Resume Screen Phone ScreenTest Candidate Recruiter Interview Onsite Interview Pre Employment Screen Candidate Start Training 30 day Review 60 day Review 90 day Review Unwanted Turnover Could be caused by inputs earlier in the process

Six Sigma Tool The 5 Whys The steps a the Jefferson Memorial needed replacing They needed to be frequently washed down There was a lot of bird droppings There were a lot of bugs for birds to eat The bugs were attracted to the light fixtures The lights were on all night Why?

Root Cause Analysis Unwanted Turnover Low Attendance (Poor) Performance (Poor) Agent-Job Fit Job Abandon Didn’t like Job (Poor) Agent-Job Fit Found Other Job (Poor) Agent-Job Fit Not Motivated (Poor) Performance (Poor) Agent-Job Fit Found Other Job (Poor) Agent-Job Fit Better Pay or Benefits elsewhere Personal- Family Uncontrollable (Noise) Controllable

Root Cause Analysis Unwanted Turnover (Poor) Agent Job Fit Not properly screened Screening criteria not aligned with performance metrics Inconsistent screening practices Root Causes

Branch Recruiting Resume Screen Phone Screen Branch Interview Testing Qualification Testing Interview Agent Training Metrics + Priority Skill Characteristics (weighted) Agent Performance based on Metrics Feedback Root Cause Analysis Root Cause #1: Screening criteria were not aligned with performance metrics.

All hiring managers would evaluate the same candidate the same way. – Makes total sense to me – Maybe sometimes – Hardly ever happens – Are you off your rocker? Poll

What do you see?

What did you see in the picture? – A man playing the saxophone – A woman’s face – Just some black and white patterns – Something not appropriate for a HR.com webinar. Poll

Six Sigma Tool Measurement Systems Analysis Candidate #1 WhoTest 1Test 2 Recruiter 1PassFail Recruiter 2PassPass Recruiter 3FailPass Recruiter 4FailFail Recruiter 5PassPass How consistent are recruiters in measuring the same résumé? How well do the recruiters match each other? How well do they match the correct answer? Correct Answer Pass

Root Cause Analysis Root Cause #2: Inconsistent screening practices. Statistical Test: 5 recruiters 20 résumés 2 tests each Hiring Manager

Root Cause Analysis Recruiter 1 assessed the same resume the same way only 75% of the time Recruiter 1 agreed with the manager only 50% of the time Root Cause #2: Inconsistent screening practices. The recruiters matched each other only 20% of time. All of the recruiters matched the manager only 20% of the time.

Six Sigma Tool Prioritization Matrix Outputs with Rating Inputs from the outputs Correlation Results of Correlation

Correlating Performance Metrics to Characteristics Solution Design Performance Metrics Key Characteristics

Solution Design

Aligned Screening Gates Resume Screen Align to skill characteristics Prioritize criteria Phone Screen Assess current questions Align to skill characteristics and requirements Prove-It Testing Assess Current Testing Align to skill characteristics Interview Questions Review Existing Questions Align questions to key skill characteristics Training Review Curriculum Align questions to key skill characteristics Solution Implementation

Correlating Characteristics to Résumé Screening. Solution Design

Correlating Characteristics to Résumé Screening. Solution Design

Sample Interview Questions Solution Implementation

Candidate Scorecard Solution Implementation

At 4 th Quarter 2011, unwanted attrition was 47%, a reduction of 68% from the prior year. Results

Summary Understand the problem before fixing it. Relate performance characteristics to screening criteria Consistency improves quality Improved quality reduces costs

Questions?