Human Resource Staffing and Performance Management

1. Human Resource Staffing and Performance Management MANA 4328 Dr. George Benson benson@uta.edu

2. 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

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

4. 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?”

5. “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 KSA’s Motivation

6. Person/Job Match Job Requirements Rewards HR Outcomes Performance Extra Effort Retention Satisfaction Commitment Match Impact Person KSA’s Motivation

7. Job Requirements Rewards Person/Organization Match Organization Task Flexibility Values/Culture HR Outcomes Performance Extra Effort Retention Satisfaction Commitment Career Progression Match Impact Person KSA’s Motivation ATTITUDE

9. 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

10. 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.

11. “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……

12. “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.

13. “Fallout Shelter” The answers don’t 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."

14. 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.

15. 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

16. Support Business Strategy Southwest’s 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)

17. 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 Southwest’s HRM Practices

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