The Challenge
The convenience store industry is unique in that modestly paid employees are hired to work in customer-facing positions around the clock 365 days of the year, often without a coworker or supervisor on site. The ultimate goal was to increase quality of hire in terms of both improving future job performance and increasing retention.
The Solution
The client partnered with PAN to implement a custom pre-employment assessment that would lead to improved quality of hire, as well as increased retention and improved job performance among their customer-facing staff. Biodata assessments, known for their utility in predicting potential job fit and concise results reporting, are uniquely suited to address this need. In an effort to identify future high performers, two additional scales were created – one focused on overall performance, and one focused exclusively on numerical ability, which is a critical competency for job success. These three scales – Retention, Performance, and Math – were combined to create The Convenience Store Test of Reliable Employees (CSTORE). PAN was able to connect to the client’s paperless human resource formset software provider, and integrate with the client’s applicant background check provider, to ensure a smooth transition during the release of this new assessment process.
The Results
CSTORE has enhanced the selection process for the client’s hourly Associates. Prior to the use of assessments, Associates could be hired on the spot based solely on managers’ evaluations. According to two Regional Directors higher standards have led to greater commitment on the part of management to train and retain high quality employees. A proponent of continuing the pre-employment testing and background screening processes, one Regional Director noted that PAN’s ability to integrate with the firm responsible for applicants’ background checks enhanced the hiring process and “makes it work for us.” The same Regional Director noted that CSTORE has contributed to decreased turnover. Turnover metrics gathered one year after the initial CSTORE implementation revealed an 18% decrease in turnover rates, accompanied by a 27% reduction in associated costs – despite an increase in overall stores and staff. In addition, average tenure of separated staff members increased from 194 to 236 days. Another Regional Director of Operations indicated that the assessment has contributed to improved customer service and employee performance, stating that “PAN assessments have elevated the hiring process.”
