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|  The following articles are available for download after registering on our site. Scroll down to view article descriptions and links. · Selection Program Legal Considerations (U.S.)
· Structured Interviews
· Employee Selection Systems
· Personality at Work
· Service Smarts
· 360 Feedback Survey Decision Points
· Employee Engagement
· Corporate Service Intelligence
· Content Essentials: A Primer in Survey Development
· Weighting Survey Results
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Descriptions
Selection Program Legal Considerations (U.S.)
Frequently Asked Questions
In today’s litigation-prone environment, organizations must be vigilant about complying with legal requirements, particularly those that apply to human resources policies and procedures. This paper presents the frequently-asked questions of HR professionals about the rules and regulations that govern selection systems in the United States.
Structured Interviews
Frequently Asked Questions
Employment interviews are a common feature of most hiring processes. Their effectiveness as a tool for predicting success on the job is greater when the process is a structured one. This brief paper outlines frequently-asked questions about structured interviews and how they may be used to select more capable candidates.
Employee Selection Systems
Frequently Asked Questions
How does your company select individuals who will be successful on the job? Is your selection system both effective and legally-compliant? This document describes frequently-asked questions about selection systems and provides a high-level perspective of what to consider before establishing or revising a selection system in your organization.
Personality at Work
Evolution of the Study and Practice of Personality at Work
There are many unanswered questions in the study of job satisfaction, person-environment fit, and personality that kindle curiosity in the minds of HR professionals. This article explores the past, present, and future of personality research and practice in work organizations. Written by Ben Schneider, Valtera’s Senior Research Fellow, it appeared in Human Resource Management and is reprinted with permission.
Service Smarts
Good Management Provides a Foundation for Building a Service Climate
How smart are you about service quality? How good is your corporate service intelligence (CSI)? CSI is validly indexed by reports from company employees who deliver service to the company’s customers. Our research, and others’ over the past 25 years, reveals evidence on the link between employee reports and customer satisfaction. We present a series of steps that management can take to integrate marketing, operations, and human resources in pursuit of creating a service climate for employees. This can promote competitive advantage through service quality.
360 Feedback Survey Decision Points
Issues for the Design and Implementation of a Multi-Rater Feedback Survey
Organizations use multi-rater surveys for a wide variety of purposes. Long recognized as tool for individual development, 360 feedback surveys can also be used to enhance team effectiveness, promote large scale culture change, increase individual accountability, and provide evidence for human resource actions.
This white paper discusses at a high level the set of overall decisions that must be made as part of the planning and implementation process for a 360 feedback effort. These myriad decisions are interrelated and involve multiple stakeholders and organizational players. As such, 360 process decisions do not lend themselves to a simple step-by-step 'check-off' process. This paper includes guidelines to clarify goals, define participant groups, prepare survey content, administer the survey, deliver reports, and support action planning. These guidelines will help to navigate through the 360 decision-making process while keeping the big picture in focus, thereby setting the stage for a successful 360 effort.
Employee Engagement
Everything You Wanted to Know About Engagement But Were Afraid to Ask
Employee engagement is a hot topic in the executive suite these days because of its proven links to critical business outcomes like productivity, retention, and customer satisfaction. There is some confusion, however, about what engagement actually means—which affects how engagement gets measured and addressed within an organization.
The purpose of this paper is clarify the definition of engagement and to provide answers to common questions that Valtera has discovered in our own research on the topic.
Corporate Service Intelligence
What it is, Why it is Important, How to Measure it, and How to Make it Happen
Corporate Service Intelligence (CSI) examines an organization's design and service practices, and their effect on the customer experience.
This paper summarizes 25 years of research that links CSI design issues to customer satisfaction. It also shows that customer satisfaction results in increased loyalty, revenues and competitive advantage in the marketplace. Implications for managing and changing corporate service intelligence are presented.
Content Essentials: A Primer in Survey Development
Things to Consider When Creating a New Survey
Surveys are valuable tools for collecting vital information for your business. A well-constructed survey uncovers quantitative and qualitative data that, when combined with good judgment, lead to effective decision making and business improvements.
This white paper focuses on critical aspects of developing survey content. It covers controlling the length of the survey, writing effective survey items, choosing appropriate response scales, and using open-ended questions.
Weighting Survey Results
Methods for Applying Weights to the Results of Employee Opinion Surveys
When surveying an organization or group, the ultimate goal is to understand the attitudes of the entire organization or group. This is simple in a perfect world where everyone can be invited to participate and a 100% response rate is achieved. However, when participation rates fall short, an incomplete or inaccurate picture may emerge. Item weighting is one method of addressing this potential problem.
This white paper describes when item weighting is appropriate, and contains detailed instructions on how to calculate and apply the correct weights. Numerous situations and weighting schemes are presented.
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