Beyond the typical interview questions (“where do you see yourself in 5 years?”, or my personal favorite, “what is your most negative trait?”), many companies do attempt to evaluate job candidates at a deeper level. Canned questions usually garner canned responses, nullifying the purpose of the question entirely. Therefore, some creativity needs to be used to ensure responses are candid, revealing and truthful.
The sole purpose of interviews is to determine the candidate’s potential ability to perform the job, as well as their ability to assimilate into the corporation’s culture. The skills and experience questions are generally straight forward, while the assimilation questions often miss the mark entirely.
“Do you work well with others?” Duh!
“How do you address conflict?” Better.
And forget about that oh-so-common resume rhetoric; “Team Player”, “Self-Starter”, etc. Right! Who isn’t?
So how do interviewers cut through the rhetoric and BS, and get to the heart of the issue —”who is this candidate…really?”
Service Level Agreements (SLA) are the means for tracking and managing response times to resolve employee issues, measured against corporate commitment times (performance guarantees).
For instance, HR may guarantee a 24-hour (one day) response to a paycheck or harassment issue, but as many as 5 days to process a tuition reimbursement request. In many government regulated industries and unionized organizations, businesses may be required by law or contract to provide response guarantees, while other businesses may offer guarantees simply as a courtesy and for good will.
There is no better tool to manage SLAs than your HR Help Desk — assuming you have one. Administrators set up general (broad) case categories and specific subcategories within each category, then assign SLA periods to each subcategory. From there, the system takes over and automatically tracks SLA performance in detailed reports.
So far, so good. But, how robust is the Help Desk SLA configuration engine? Are your rules simple or complex? Do you measure SLA periods in hours or days? Do weekends count towards the SLA time? What about holidays or any other special days? Do they count? Are the rules different for different locations or employee classifications?