from the Quality Viewpoint: the Customer
It will be no
surprise for the regular readers in my statement that the six of ten
publications on difficulties of the recruitment occupation indicate employers
distrust in relation to this, sort of, progressive and effective tool of employees
sourcing and recruiting.
Isn’t it strange – the
general managers don’t change oil in their personal cars with their own hands,
they don’t assemble their PC, don’t dream in a sheepskin coat and fur cap with
a fowling piece at the entrance of their office to guard it, however, they
prefer to participate personally in recruiting! What does this mean? On the one
hand, the managers are very exacting to the quality of their possible
employees, on the other – they distrust the service quality of recruitment agencies. At the same time (it will be shown below) the
meaning of "quality” is interpreted by participants of the labor market in
their own different ways.
Let us, without
re-inventing the wheel, to consider the recruitment business quality from the
viewpoint of the International Standards Organization ISO9000.
system of quality provision in the general economical aspect is a mutually
coordinated activity of the whole working staff within all the phases of any
product’s life: marketing, development, logistics, preparation and development
of technological processes, production, inspection, tests, package, storage,
sale, mounting, operation and after-sales service .
features of the quality systems under ISO 9000 are:
targeting to the customer, to provision of
maximal compliance between its
variable demands and offered
within the whole internal chain from an
ordinary clerk to the Director General the "supplier-consumer” relations are
functioning, where each following link assesses production quality of the preceding
possibility of certification by the third,
absolutely independent and unbiased side;
the primary emphasis is placed not on
repairing of any flaw, but on its prevention, on the constant improvement of
an executor is becoming the main quality
inspector responsible for the quality of processes and final products;
the quality systems involve such elements
as marketing, analyses of contracts, selection and assessment of suppliers,
application of statistical methods, analysis of expenses for higher quality,
internal quality audits etc.
The said features
are the basis of the following review of publications on the recruitment
agencies services quality brought to your attention.
Targeting to the
The employers are
absolutely right lamenting over the recruitment agencies,
which fairly often grasp an order without inquiring into the real needs of
their companies [28,72]. "Some of them consider the employees sourcing and recruiting
as a quite simple business – after all, everyone is a great judge of men’s
character. So, many people fancy themselves ‘makers’ of recruitment services,
and numerous agencies numbering 3-5 persons spring up all over like mushrooms
after a good rain” .
One of the
unwritten laws of mutual collaboration is recruitment agencies commitment to operate in behalf of the Customer. For
instance,  describes a story about a computer company, which was trying to
find a director and received from some recruiting agencies 57 resumes of
applicants not meeting the requirements absolutely. At the same time a colleague from another
agency, being a computational expert, recommended three quite acceptable
nominees. So, the company’s managers made a conclusion: "Only a person, who
knows your business, is able to determine suitability of required nominee… If
the recruitment agency’s representatives are
trying to get an order from your company by any means promising to provide any
nominees at the earliest possible date it is a bad sign; however, if they would
like to study the character of your company business, its prospects and style of
the work, such approach may find only a ready welcome”.
On the other
hand, many recruitment agencies consultants are railing
at ignorance of the customer : "as before, the customer …doesn’t know many
nuances. As a rule, he remains in two states: 1. Hypnotically-elevated one,
when the customer considers the recruiting service as something like the Hi-End and is ready to pay for it any
money; 2. Negatively-alerted, when the customer considers the recruiting as a kind
of racket and prices as inflated ones and put out of a hat”. Therefore, "as
soon as any new customer appears, he shall be trained to think in the same
manner as we do” ; "be trained… how to squeeze all the possible out of me
or my colleague-recruiter” ; "be educated through explanation of our
activity on its order execution” except the data base scanning , "be
provided with a reputation of the recruiting service
in general, irrespective of the recruitment agency’s name” .
shall have sufficient resoluteness to persuade the customer to respect the
applicants, he shall not repeat the issues described in reports, be able to
present the applicants in the most favorable light as not job petitioners, but as
well accommodated busy professionals wasting their private time for interview
and, to a certain extent, laying their reputation on the line .
location and convenience, even the working hours –all of them serve as the quality
indices. One extreme but illustrative case is described in : at two o’clock
after midnight the phone call into the recruitment agency, which is specialized
on IT-developers; the consultant takes up the phone receiver, identifies
himself, asked how he could be helpful and hear: "Excuse me, but what are you doing here in such time?” The recruiter:
"We are giving answers to people calling
in such time”.
"At present the
consumers determine the search technique by themselves, requiring its
orderliness and effectiveness …they ‘push’ tactfully the recruiters to an
acknowledge of the fact that the good money could be earned at transfer from
exclusive approach to the orderliness, and that the prices have to be reasonable
in spite of exclusive nature of the services.
Otherwise the consumers may be lost… In the near future the majority of recruitment
agencies will be forced to conduct the more-consumer-oriented policy” .
Moreover, some leading companies and banks, having no confidence in
re-education of available recruitment agencies, are trying to establish their
own recruitment agencies [1, 45, 99].
equal-right relations and diminishing risk of the order non-fulfillment (to
prevent fall of the image – both its own and that of recruitment business as a
whole) the recruitment agency shall forecast the progress of selection and
discuss its doubts with the customer. The criteria of good order may be [10,
19]: (1) a confidence in necessity of the urgent hiring; (2) realistic
determination of the tasks to be solved by the future employee, availability of
resources; (3) the customer’s understanding of the vacancy’s attractiveness and
readiness to "sell” the vacancy beautifully; (4) availability of nominees at
the market of specialists; (5) understanding of failure reasons of other recruitment
agencies working previously with this order.
Correspondingly, the conscious and interested
customer shall prepare in advance the maximum of open information on its
company, define the problem in detail, ensure collaboration of recruitment agency
and his own personnel service in closing of the vacancy, suggest some key
criteria on the hiring decision; in other words, he shall prepare the recruitment
agency’s consultant for successful presentation of the company and vacancy
to be continued...