HRO Today November 2016 - 47

Talent Acquisition
The ability for
recruitment
process
outsourcing
metrics to create a
bottom line should
be universal, but
the exact formula
for success
will depend on
organizational
needs.
Still, measuring the effectiveness of RPO services can be
a daunting task. Today, most clients look to standard
metrics such as cost per hire, time to fill, retention, and
the ratio of interviews to offers to determine whether or
not their provider is working for them. The big question
in the industry now, however, is: " Are these metrics
enough, and do they hold providers accountable to
providing superior service? "
As the market has matured, more and more
organizations are answering " no. " " I think the metrics
that we'll look at in the future...have moved to more
delivery when needed, " finds Michael Spear, director
of talent for Gategroup, a global provider of airline
products, services, and solutions. We're actually going
into the next generation of that where we'll really lean
on our provider to be a partner. Essentially, we're going
to give them staffing volume numbers and headcount
volume numbers trending throughout the year and then
providing turnover reports and hiring reports so that
they're really managing the entirety of that process. "
And it's in these numbers that organizations will be
able to determine the quality of service-another next
generation metric. " It starts by defining really crisply
how the customer defines success and quality, " says
David Pollard, senior vice president of Talent Fusion
by Monster. Whether it's turnover reports or time to
productivity, Pollard recommends developing a scorecard
based on metrics that are critical to organizational
process in order to quantify quality.
Other metrics that align with scorecards to evaluate
service quality include:
* Customer satisfaction
* Candidate experience and candidate satisfaction
* Business impact of RPO hiring
* Throughput ratios, such as submit-to-interview and
interview-to-hire
* Turnover within the first 30, 60, 90 days, etc.
If nothing else, this list illustrates that quality of
service is not really one metric but rather a series of
metrics compiled to create a bottom line. The ability
to provide that bottom line should be universal, but
the exact formula for success will, as Pollard explains,
depend on organizational needs. After all, a company
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HRO Today November 2016

Table of Contents for the Digital Edition of HRO Today November 2016

HRO Today November 2016 - 1
HRO Today November 2016 - 2
HRO Today November 2016 - 3
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HRO Today November 2016 - 5
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