Measurement & External Assessment Case Study
- 1. Measurement & External Assessment Case Study 1. The assessment methods I would recommend to use in order from most important is Job Knowledge Test, Conscientiousness, and Cognitive Ability Test. I am not by any means implying that the Integrity Test is not important, it is, however, since we have only room to choose three that is the one I would leave out. A couple of reasons for my decision would be that it is the most expensive, adverse impact probability is high, and the job performance correlation has the smallest margin compared to the other three methods. Job Knowledge Test – Since Chern’s has explicitly stated that they would like the new hires to arrive with the knowledge, skills, abilities, competencies, and other characteristics required to be immediately successful, this method is probably the most important of all. Candidates with prior experience in this field would most likely satisfy these requirements. This method has a very high, positive Job Performance Correlation at .569 and generally results in minimal adverse impact which is always desirable. Applicants’ reactions to the perceived fairness and job relatedness is also good. Although this ranks as the most expensive test, which will decrease the return on investment, I strongly believe that it an investment worth making given this situation. Conscientiousness – The reason that I chose this method is mainly due to the fact that it is an excellent indicator of self-discipline, persistence, striving to achieve, extremely detail oriented, and tending to think carefully before acting. All of these are rather important for people who would be considered as candidates to move into leadership roles such as the future management positions at Chern’s. It is also a relatively inexpensive method which will increase the return on investment. Cognitive Ability Test – I might regret choosing this method over the Integrity test, but it is hard to ignore the low cost, ease of use, and the fact that it is one of the most valid selection methods for all jobs, with an average validity of .51 and a Job Performance Correlation of .449. There is strong evidence backed by research that validates the use of this test. Research shows that individuals with higher levels of general mental ability acquire new information more easily and more quickly, and are able to use that information more effectively. Also, research suggests that general cognitive ability influences job performance largely through its role in the acquisition and use of information about how to do one’s job. However, there is one major downside to this method; high possibility of adverse impact. Although the book and the table provided on canvas give conflicting adverse impact likelihood (books says “high”; case study table says “low”), we will assume that the book is correct. Nevertheless, there are ways and steps to take in order to minimize the chances of adverse impact using this method. Because disparate impact can be problematic when using cognitive ability tests, employers should evaluate the effect a test has on protected groups before using
- 2. the test. It is important to stress that no assessment method is best used alone, this is particularly true in the case of cognitive ability tests. However, they can often be combined with other predictors to reverse the adverse impact they have while increasing the overall validity of the testing process. The values presented are typical of those found in organizations, but the exact validity, cost, and adverse impact will vary from job to job and from company to company. As such, it is recommended to exercise caution when using these values. Differences in the quality of an assessment method’s development, the degree of training users receive, and how consistently the tools are used can all influence the costs and validity of any assessment method as well as its adverse impact and applicant reactions to it. Structured Interview Scoring Key Question: A disgruntled customer is returning a damaged suit jacket he bought the previous week the he needed for an event that night. He is extremely upset. What do you do? 1 point response You do not apologize, and ask them if they want to return the item. 3 point response You apologize for the inconvenience, and inform he customer that it would be your pleasure to exchange item or refund the money. 5 point response You sincerely apologize for the inconvenience and tell the customer that you will do anything in your power to rectify the situation at hand. Also you offer them a discount card on their next purchase of a certain amount. In this situation having the right problem solving skills would be very important. The proper method of approaching this situation and knowing which steps to take in order to alleviate the customer’s anger and dissatisfaction. Effective interpersonal and communication skills would go a long way. Also listening skills would go a long way here as well. Structured Interview Scoring Key Question: A person walks into your store and mentions that she has just moved into the area and that this is the first time she has visited your store. What would you doto make her a customer now and a loyal customer in the future? 1 point response Nothing, you wait for her to state what it is that she need. 3 point response You welcome her to Chern’s and tell her that you will gladly help her with anything she needs.
- 3. 5 point response You realize the opportunity at hand. You offer the best possible customer service, attention, and care possible in order to supplement any difficulties this person might have had during their recent relocation. You also ask her if there are any other information she might need that is not related to apparel shopping. This problem requires the ability to listen, relate and understand what it is like moving into a new area, displaying empathy would be a good idea. A good knowledge of the stressful nature of relocating. Structured Interview Scoring Key Question: You’re working alone because two people called in sick. Suddenly, five customers walk into your department at once. What do you do? 1 point response Nothing, you just wait and let the customers approach you if and when they need help. 3 point response You make yourself clearly visible and available to the customers if they require any assistance. 5 point response You make an effort to at least greet everyone in your department and ask them if you can be of any service. Also, you inform them that you are alone in your department and that you will do your utmost to attend to everyone’s needs. In this situation the ability to multi task would strikes me as essential, and the ability to handle stressful situations. The ability to prioritize would also be beneficial, figuring out which of the customers to attend to first could be big help in this situation. Obviously, in general, effective communication skills and the ability to work with diverse people are essential in all of these situations.