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TRANSCRIPT
Interview Instrument Avis Budget Group Monica Cross-‐Proctor
Interview Instrument 2
Interview Date
March 3, 2015
Interview Agenda
• Introductions
• Verify interview and project goal
• Review Alignment Meeting report
• Review business goal for project
• Define job responsibilities of Return Associates (RAs)
• History of On-‐Boarding process for Return Associate work group
• Review recurrent training program for the return process
• Interview Questions
• Recap / Summary
Data Materials • Return Associate job description
• Voice of the Employee (VOTE) survey results
• Voice of the Customer (VOTC) survey results
• Existing on-‐boarding process for this work group
• Customer segmentation reports
Attendees • Monica Cross-‐Proctor, Project Manager/Lead Analyst
• Walter Fleming, Human Resources Director for ABG U.S. Operations
• Kristen McCarthy, Director of Customer Loyalty for ABG U.S. Operations
• District Managers and Operations Managers of Return Associate workgroup, representing the locations with the highest, mid-‐range and lowest (VOTE) scores from the Return Associate work group as it relates to them feeling that they have the tools and training necessary to do the job well.
Interview Instrument 3
Review • Describe your perspective/perception of the problem.
• Describe your expectations for this project.
Onboarding Process
• What is the process for on-‐boarding new hire Return Associates and is it structured?
• How long is the on-‐boarding process?
• Do the Return Associates receive management support throughout the duration of the on-‐boarding process?
• Is there consistency throughout the Northeast Area when it comes to the on-‐boarding process?
Return Process
• What skills do you look for in a Return Associate?
• What type of computer and processing systems should recruits have when applying for this position?
• Do you think the Return Associate job description is appropriate / up-‐to-‐date?
• Do you think the job description captures the appropriate applicants?
Wizard Based Training (WBT)
• Do you think the topics in the Wizard based computer based training cover the appropriate information to effectively prepare Return Associates for their responsibilities?
• What skills do you expect Return Associates to have after the Wizard computer based training?
• The Return Associates scores are tallied up after completion of the WBT computer course. How many times are they required to take the course if they do not meet the minimum score requirements?
• Are the Operation Managers closely monitoring and evaluating the results of the WBT?
• What is the purpose of the evaluations? How do they use the evaluation results?
• Do the Operations Managers in charge of the RA workgroup formally evaluate the RAs OTJ skills upon return? If so what does this entail?
Interview Instrument 4
Return Associate OJT
• What OTJ skills have you witnessed / observed when Return Associates after they take the Wizard Based training?
• What feedback have you received from both new hire and tenured Return Associates regarding their comfort level with the job?
• What feedback has the District Managers received from the Operations Managers regarding the skill sets of their Return Associates?
Evaluative Questions
• Do you feel that the WBT course for the Return Associate work group is structured to meet your expectations for this work group?
• What is missing / what needs changing / what improvements could be made to the WBT course so that expectations and skills match?
• Do you feel that there are other issues (i.e. recruiting/hiring practices, lack of necessary customer service skills, other components missing from training, etc.) that contribute to the discrepancies that you are finding with the SCR’s ability to meet the job responsibilities?
• What is your wish list for the Return Associates as it relates to their overall training and development to effectively prepare them for their job responsibilities? Especially in light of the fact that the results of Voice of the Employee scores show that this workgroup in particular feel as though they don’t have the tools and training necessary to do the job well.
• Which aspects of the return process do the Return Associates struggle with and why? Does this also correlate with certain customer types?
• What aspects of the return process do the Return Associates do well with and why? Does this correlate with customer types?