Concepts to Assessment Centres ACSG Annual Conference, 12 March - - PowerPoint PPT Presentation
Introducing Employee Experience (EX) Concepts to Assessment Centres ACSG Annual Conference, 12 March 2020, Sandton, South Africa Aim of presentation To introduce concepts that are used in optimising the employee/candidate experience to ACs,
Introducing Employee Experience (EX) Concepts to Assessment Centres
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
To introduce concepts that are used in optimising the employee/candidate experience to ACs, focusing on: Identifying moments that matter, personalisation, NPS and design thinking to create an
experience
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
employee/candidate experience?
application in assessment centres
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Why the focus on the employee/candidate experience?
https://www.digitalhrtech.com/wider-employee-experience/ ACSG Annual Conference, 12 March 2020, Sandton, South Africa
James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger “The Service Profit Chain” 1997
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
People First Strategies
As one forward-thinking retail executive noted, “We used to prioritize our stakeholders as shareholders first, customers second, and employees third. We now realize we had it
shareholders.”
The employee experience: Culture, engagement, and beyond. By Josh Bersin, Jason Flynn, Art Mazor, Veronica Melian https://www2.deloitte.com/insights/us/en/focus/human-capital-trends/2017/improving-the-employee-experience- culture-engagement.html
Candidate/ Participant experience
The drivers for a focus on candidate engagement within an AC fell into three broad categories:
participants accepting job offers
external) advocates of the process or
key value
defined as more important for certain groups such as younger candidates and in certain sectors where “experience” is more
International Perspective – current practices and future challenges by Nigel Povah, Philippa Riley and Jordon Jones in Assessment Centres: Unlocking People Potential for Growth, edited by Sandra Schlebusch and Gert Roodt. 2019.
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
What’s the difference between Employee Experience and Employee Engagement? February 13, 2018 by Carolyn Nevitte. https://www.linkedin.com/pulse/whats-difference-between-employee-experience-carolyn-nevitte
Employee Engagement: a 5% increase in employee engagement is linked to a 3% increase in revenue growth in the subsequent year.
companies with engaged employees
202%.
performance, Wharton professor Alex Edmans determined that companies
to work for” outperformed their peers by 2–3 percent per year.
Framework of Employee Engagement, they note that: a meta-analysis of the financial performance of 1,979 business units in ten companies found that business units that score above the database median on both employee and customer engagement metrics were, on average, 3.4 times more effective financially (in terms of total sales and revenue, performance to target, and year-over-year gain in sales and revenues) than units that rank in the bottom half on both measures.
improvement in employee attitudes will drive a 1.3 point improvement in customer satisfaction, which in turn will drive a 0.5% improvement in revenue growth.
for-a-great-employee-experience/
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
According to a survey by CareerBuilder, faced with a bad candidate experience:
https://recruitingsocial.com/2016/03/what-is-candidate-experience/
42% of workers would never seek employment with a company again 22% would tell others not to work there 9% would tell others not to purchase products or services from the company
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
56% would consider seeking employment with the company again in the future 37% would tell others to seek employment there 23% would be more likely to purchase products or services from the company
https://recruitingsocial.com/2016/03/what-is-candidate-experience/
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
“Recent years have witnessed an emerging body of
research on candidate reactions to selection
perceive and respond to selection tools (e.g., standardized tests, interviews, situational judgment tests) and include feelings of anxiety, levels of motivation, belief in tests, levels of self-efficacy, and perceptions of fairness and justice (Ryan & Ployhart, 2000). Consideration of candidate reactions is crucial, as reactions have been found to have notable implications for scores on selection procedures, as well as for candidates’ subsequent attitudes and
reactions are more likely to be motivated during the selection process, perceive the organization as an attractive place to work, and recommend the
Thomas, 2004)”.
McCarthy JM, Van Iddekinge CH, Lievens F, Kung MC, Sinar EF, Campion MA. Do candidate reactions relate to job performance
relations among reactions, selection test scores, and job
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Applicant Perspectives During Selection: A Review Addressing “So What?,” “What’s New?,” and “Where to Next?” Julie M. McCarthy, Talya N. Bauer, Donald M. Truxillo, Neil R. Anderson, Ana Cristina Costa, Sara M. Ahmed Journal of Management, Vol 43, Issue 6, 2017. https://doi.org/10.1177/0149206316681846
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Is the EX
Gartner Quarterly Update on Global Workforce Trends, June 12, 2019. Mary Baker. https://www.gartner.com/smarterwithgartner/gartner-quarterly-update-on-global-workforce- trends/ ACSG Annual Conference, 12 March 2020, Sandton, South Africa
2019 EMEA (Europe, the Middle East & Africa) Candidate Experience Research Report. Talent Board and the Candidate Experience Awards (CandEs)
2016 2017 2018 2019 21% 20% 22% 23% 2016 2017 2018 2019 8% 11% 8% 12%
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
2019 EMEA (Europe, the Middle East & Africa) Candidate Experience Research Report. Talent Board and the Candidate Experience Awards (CandEs) ACSG Annual Conference, 12 March 2020, Sandton, South Africa
seeker about an employer, based on the interaction during the complete recruitment
points of contact during recruitment – job search, the application process, interview process and onboarding.
https://www.hrtechnologist.com/articles/ recruitment-onboarding/what-is- candidate-experience-definition- components-technology/
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Definition of EX
“The intersection of employee expectations, needs, and wants and the
those expectations, needs, and wants” Or “designing an organization where people want to show up by focusing on the cultural, technological, and physical environments”
Sources: Jacob Morgan. What’s the Difference Between Employee Engagement and Experience? August 10, 2017. https://thefutureorganization.com/whats-difference-employee-engagement-experience/ Source: Jacob Morgan. The Employee Experience Equation. February 25, 2016. https://thefutureorganization.com/the-employee-experience-equation/
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Definition of EX
The employee experience (EX) is the sum of the various perceptions employees have about their interactions with the
work as expressed in the formula:
EX = Experiences + Expectations + Perceptions
The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
by the recruitment process in many different ways, one factor stands out:
candidate experience rating is the extent to which a candidate leaves the recruiting process perceiving, feeling and knowing they were given a fair chance.
share your background, your knowledge, your competency, your skills, your experience with us so that you believe we got what we needed to fairly judge you?’
rate their experience higher.” —Gerry Crispin, Co-Founder, Candidate Experience Awards
https://recruitingsocial.com/2016/03/what-is-candidate-experience/
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Paul Davies, employee experience leader at General Electric
"If I think about the language that I used as an HR professional, let's say 18 months ago, the term persona, the term user experience, the term user interface, the term moments that matter, storyboards, journey maps were simply not in my vocabulary.
https://searchhrsoftware.techtarget.com/feature/Five-steps-to-kick-start-your-employee- experience-strategy ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
“An informed summary of the mindset, needs, and goals typically held by key stakeholders.” “Not preconceived stereotypes; they are archetypes borne of careful study.” Archetypes generally describe goals and observed behavior patterns and are much more specific than users.” Each persona represents a significant portion of people in the real world and enables designers to focus on a manageable and memorable cast of characters, instead of thousands of individuals. Personas aid in creating different designs for different kinds of people—designing for a specific somebody, rather than a generic nobody.
https://www.td.org/insights/personas-designing-personalized-learner-centric-experiences https://www.shrm.org/resourcesandtools/hr-topics/employee-relations/pages/personas-to-design-solutions-for-your-workforce.aspx ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
https://hrtrendinstitute.com/2017/05/11/personas/ ACSG Annual Conference, 12 March 2020, Sandton, South Africa
https://hrtrendinstitute.com/2017/05/11/personas/ ACSG Annual Conference, 12 March 2020, Sandton, South Africa
perspective of the workers and bringing their voice to the table.
segments through a variety of "journeys," such as onboarding, open enrollment and performance evaluations.
about wants and needs across the entire workforce. Most workforces have more than one "user type." Developing a persona to represent each one helps you both define a solution's design and hone its intended targets.
eliminate inefficiencies like re-entering a name multiple times or requiring three levels of approval when
business, mapping specific journeys that reflect an understanding of what different types of workers truly want and need. This makes building consensus faster and easier.
most commonly useful and what is a "one-off." When strategy or process design questions come up, personas are a practical tool for making better decisions. https://www.shrm.org/resourcesandtools/hr-topics/employee-relations/pages/personas-to-design-solutions- for-your-workforce.aspx
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
A journey map visually describes an employee’s journey as he/she attempts to achieve a
experience; key touchpoints; what the employee is feeling, thinking and doing; and pain points and
http://enterprisestrategies.com/2017/04/06/journey-mapping-for-intranets/ ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
experience.deloitte.com
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
https://blog.recrutainment.de/2014/10/13/es-ist-in-der-anstand-im-umgang-stupid-ergebnisse-der-candidate-experience-studie-2014/
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Receiving invitation to AC AC Orientation AC registration AC Introduction session Instructions for first simulation Completion of simulation 1 Debrief by Administrator Collaborative evaluation and coaching by AC coach Completion and debrief of rest of simulations Feedback and report Development plan
Touch Points: Communication by organisation, Service Provider, Line Manager, Simulation Material, Verbal Instructions, Observers, Feedback, Technology, etc.
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
No clear guidance provided
marked Not being given sufficient feedback on your performance after an assessment Assessments which seemed poorly designed Being asked to participate in simulations which seem very unrealistic Not being provided with any opportunity to wind down and relax after the assessment centre The use of tests or exercises which appear to be of little or no relevance for the role applied for The assessment centre being located in a rough and intimidating part of town The impression that assessors have not been sufficiently trained A lack of 'human' contact - an impersonal experience - feeling like being in a sausage machine The relevance of certain assessments for the job you applied for not being explained Attending an inadequate or inappropriate de-briefing after the assessment centre Insufficient time given to complete exercises Role players with insufficient skill or training to perform at a good standard Not being given sufficient food or refreshment Before an assessment, not being provided with sufficient information about it Being given unclear instructions Not being assured that the results of the assessment centre will be confidential Assessors making what seem to be exaggerated or inappropriate inferences from the information
Assessors appearing to have little knowledge of the assessment process Being assessed in a room which was not fit for this purpose After the assessment centre, being asked in front
you feel and whether you are ok Being given pre-reading for assessments which imply that you will receive certain information, when that information is not provided Exercises in which the role- player was also the assessor Being asked to take part in a single assessment which took three hours or more Being distracted in an exercise by noise, conversations between assessors, people being assessed in adjoining rooms etc.
Dewberry, C., & Jackson, D.J.R. (2016). The Perceived Nature and Incidence of Dysfunctional Assessment Center Features and
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
experience or communication based on information a company has learned about an individual.“ (https://www.evergage.com/blog/personalization-definition- what-is-personalization/)
concepts are closely related. In personalisation a company modifies an experience, without any special effort of the customer (or employee). With customisation the customer (or the employee) can tailor the experience him/herself”. Tom Haak form the HR Trend Institute
further by leveraging artificial intelligence (AI) and real-time data to deliver more relevant content, product, and service information to each user."
need it in your 2019 marketing)
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
candidate engagement, inform candidates about the organisation & role and increase the perceived relevance and associated fairness
move to strengths and values focus
by Nigel Povah, Philippa Riley and Jordon Jones in Assessment Centres: Unlocking People Potential for Growth, (2nd Ed.) edited by Sandra Schlebusch and Gert Roodt, 2020.
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
ACSG Annual Conference, 12 March 2020, Sandton, South Africa
Presenter: Lydia Cillié-Schmidt lydiacs@yebo.co.za
ACSG Annual Conference, 12 March 2020, Sandton, South Africa