What key measures could be used for monitoring service quality, productivity, an

Question

What key measures could be used for monitoring service quality, productivity, and profitability for a large Human Resources (HR) Recruitment firm whose clients are predominantly large businesses such as Myer, Telstra, Universities, Hotels. Specifically, what measures would you recommend for such a firm, taking administration cost into consideration? Who should receive what type of feedback on the results and why? On which measures would you bases a part of the salary scheme of front line staff (such as business development managers) who go out to bring new clients. and why?

Explanation / Answer

To monitor the service quality, profitability and productivity for a larger recruitment firm, we can see the following perspective,

For services quality, some key factors like

1) Reliability:

How much services are reliable to the clients such as hotels, universities, business firms etc.

2) Adoptability:

Whether this firm is offering services flexible to its client age needs?

3) Tangibility:'

Are clients feeling the impact of the recruitment services given by this recruitment firm?

4) Empathy:

Is this firm taking the openings seriously to close or not?

5) Responsiveness:

What is the minimum no. Of days required closing the opening with recruitment and selection?

In other sense, cycle time to recruit the talents to other firms.

To measure the productivity and profitability,

1) A ratio between no. of opening and total closed during a particular period can be taken into consideration.

2) How much revenue, it has earned during a particular year?

3) What is the rate of growth of new clients as compared to the previous years?

4) A sector based performance can be observed like how much opening in consumer durable, FMCG, Automobiles, Telecom, and Retail etc.

5) Analysis of cost of sourcing per candidate

6) Cost of recruitment versus successful completion of recruitment projects with the client organizations.

7) Is it any international assignment to hire the candidates?

I will recommend such firms to reduce the administrative costs. It will be done through referral hiring or in-house recruitments. Even, it can use the technological innovation like online recruitment, social media platforms etc. to attract new talents. It must focus to reduce the cost of sourcing a particular resume / CVs.

For a particular feedback, every individual job seeker must be given an opportunity to get his valuable feedback. Clients must be asked to provide their feedbacks and suggestions related to our services and candidates performance.

The salary structure must be including a fixed plus variable system. Even, a performance related pay should be implemented. Extra work and extra pay can be attracting more individuals. This BDM should be motivated by giving a particular amount of incentives on each and every organization which will be added as a client by his efforts. It will motivate him to bring more clients to this recruitment service provider. Even, some personal research and data base must be provided so as to give him more ease and flexibility to source new clients to the organization.

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