HRO Today November 2016 - 48

Talent Acquisition
whose RPO goal is cost
savings will view the
process differently than a
company who is looking
to add diversity to their
hiring pool at any cost.
" It really depends on
the client company's
specific objective(s) when
moving to an RPO, " says
Sue Marcus, senior vice
president of RPO client
services for Randstad
Sourceright. " For example,
if the client's goal is to
drive improvement in the
timeliness and quality
of hire, metrics such as
vacancy rate, time-tofill,
requisition aging
and hiring manager
satisfaction could all be
key metrics that would
help measure ROI. On
the other hand, if the
customer is looking
to compress costs and
maintain the current level
of service, cost-per- hire
should be a measurement
utilized, as well, as key operational metrics illustrate
how service has been maintained and/or improved. "
Only
52%
of respondents are
happy with their RPO
performance metrics
Source: Measuring Up? From Korn Ferry Futurestep and HRO Today
won't get off the ground.
If a company is relocating,
time to fill will be important.
Virtually an entire workforce
has to be built by a defined
time period. Operations won't
continue if key positions
aren't filled. If a company
has a consolidation or shared
services strategy, one of the
most important metrics is cost
per hire. The main reason to
consolidate is to save money. "
Metrics that are paramount
to one client might be less
important to another or
possibly not worth measuring
at all. For example, in certain
industries, such as food
service or retail, turnover is
expected, and high turnover
will not be considered as
much of a problem as it
would be in a field that
requires more skilled or
specialized workers.
It is also important to have a
solid governance function and
to review the RPO program
Needless to say, when developing a quality of service
scorecard, ensure all parties are in agreement of the
necessary components and that every piece reflects the
desired outcomes of the RPO engagement.
As general manager and vice president of key accounts
for Korn Ferry Futurestep, Trish Healy knows this all too
well. " Effective RPO programs start with the business
strategy and aligning their recruiting benchmarks with
the company's business mission, " she says.
Healy provides a few examples of how metrics vary
depending on business strategies. " If a company is in
startup mode, one of the more important metrics is
the quality of hire, and what's needed are agile people
who can innovate. While cost is always important, if
the right people aren't onboard to start, the company
[48]
HRO TODAY MAGAZINE
| NOVEMBER 2016
and make changes as needed. " Communication in
any environment is key, but I think in our environment
specifically, you get a lot of pushback where the
operations will try to blame the RPO provider and
say 'well, we didn't get this [result]' or 'they're not
giving us the right people,' " says Gategroup's Spear.
" The best way to combat that is to have that broad
communication and full scope transparency into
what the RPO provider is doing. I found that having
weekly conversations and onsite reviews quarterly at
minimum. "
This type of relationship-one founded on open
communication and the desire for constant
improvement-can be the foundation for success in the
RPO space.
While quality of service is a significant point of interest
on the road map towards better RPO, it is not the only
metric that matters in today's marketplace. As the

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
HRO Today November 2016 - 4
HRO Today November 2016 - 5
HRO Today November 2016 - 6
HRO Today November 2016 - 7
HRO Today November 2016 - 8
HRO Today November 2016 - 9
HRO Today November 2016 - 10
HRO Today November 2016 - 11
HRO Today November 2016 - 12
HRO Today November 2016 - 13
HRO Today November 2016 - 14
HRO Today November 2016 - 15
HRO Today November 2016 - 16
HRO Today November 2016 - 17
HRO Today November 2016 - 18
HRO Today November 2016 - 19
HRO Today November 2016 - 20
HRO Today November 2016 - 21
HRO Today November 2016 - 22
HRO Today November 2016 - 23
HRO Today November 2016 - 24
HRO Today November 2016 - 25
HRO Today November 2016 - 26
HRO Today November 2016 - 27
HRO Today November 2016 - 28
HRO Today November 2016 - 29
HRO Today November 2016 - 30
HRO Today November 2016 - 31
HRO Today November 2016 - 32
HRO Today November 2016 - 33
HRO Today November 2016 - 34
HRO Today November 2016 - 35
HRO Today November 2016 - 36
HRO Today November 2016 - 37
HRO Today November 2016 - 38
HRO Today November 2016 - 39
HRO Today November 2016 - 40
HRO Today November 2016 - 41
HRO Today November 2016 - 42
HRO Today November 2016 - 43
HRO Today November 2016 - 44
HRO Today November 2016 - 45
HRO Today November 2016 - 46
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HRO Today November 2016 - 48
HRO Today November 2016 - 49
HRO Today November 2016 - 50
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HRO Today November 2016 - 67
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