Customer Value Assessment Georgia Power Company October 2013
Today s Agenda Customer Value Assessment Overview (CVA) History Headlines Project Implementation Overview CVA Cost/Benefit and ROI Lessons Learned Questions & Answers
Customer Value Assessment History: EVP Customer Service & Operations: culture shift; customer service skills equal to technical and physical skills Project led by Valuing Employee Executive Committee Predict successful performance in delivering customer service on the job Project Team Members: VP Executive Sponsor Valuing Employee Committee Steering Group Business Unit Managers Human Resources (Recruiting, Testing, HR Generalist) Technology
Assessment Tool Headlines Pre-Employment Assessment: External candidates only Online, Un-proctored Assessment, 30-45 minutes (120 questions) Administered prior to onsite interviews GPC Specific scoring and weights Validation Study (800 employees) 7 month project implementation timeline Kick Off December 10, 2012 Launch June 17, 2013 GPC CSO Scope: 5300 employees External Hire Trend: 2010: 133 2011: 262 2012: 144
Development Process A. Implementation Planning B. Build Success Profiles * C. Validate Assessments * D. Build Supporting Systems & Deploy 1. Develop project plan 2. Define job families 3. Prepare communications & tools 1. Review job descriptions and background info 2. Incumbent & supervisor interviews 3. Build draft profiles 4. Focus groups with leaders to refine profiles 5. Confirmed profile through questionnaires 1. Incumbents complete online assessment 2. Supervisors complete online performance ratings 3. Conduct validation analysis; create custom scoring specifications Integrate assessments into Taleo Update process details Train users/managers Create & implement ROI measurement process 12/2012 Group 1: 12/2012 02/2013 Group 2: 01/2012 03/2013 2. 45 minutes to 1 hour 4. Senior stakeholders over target jobs 5. 30 minute surveys 02/2013 05/2013 06/2013 1. 600 incumbents 2. TBD (depends on how many incumbents each supervisor rates)
Core Customer Value Competencies Success Profile The following competencies are assessed through the tool: Building Customer Loyalty Work Ethic Communication Managing Work/Planning & Organizing Building Relationships Learning Orientation Decision Making Stress Tolerance Adaptability Negotiation/Persuasiveness
Development Process A. Implementation Planning B. Build Success Profiles * C. Validate Assessments * D. Build Supporting Systems & Deploy 1. Develop project plan 2. Define job families 3. Prepare communications & tools 1. Review job descriptions and background info 2. Incumbent & supervisor interviews 3. Build draft profiles 4. Focus groups with leaders to refine profiles 5. Confirmed profile through questionnaires 1. Incumbents complete online assessment 2. Supervisors complete online performance ratings 3. Conduct validation analysis; create custom scoring specifications Integrate assessments into Taleo Update process details Train users/managers Create & implement ROI measurement process 12/2012 Group 1: 12/2012 02/2013 Group 2: 01/2012 03/2013 2. 45 minutes to 1 hour 4. Senior stakeholders over target jobs 5. 30 minute surveys 02/2013 05/2013 06/2013 1. 600 incumbents 2. TBD (depends on how many incumbents each supervisor rates)
Sample Assessment Questions
CVA Cost/Benefit and ROI Assessment Costs: Implementation Assessment Usage No other Test Administration costs Proctor time and travel Facilities, Scoring, etc Ease of Use and Experience: Accessible anytime, from any computer Real time scoring Entire process managed by Recruiter & Technology No delay in selection process Return on Investment: Proposed Metrics: 1. Reduced turnover 2. Customer Satisfaction scores 3. Time to productivity 4. Service Quality 5. Engagement 6. Quality of Candidate Pool Risks: Change Management: Client Adoption and Support Early Assessment Results: -1000 completed assessments - 82% completion rate - 86% qualified rate
Lessons Learned Business ownership and leadership drives success Project Management from HR 7 month implementation aggressive Validation study is labor intensive Start technology phase of project early Communications are key