interview instrument abg car rental

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Interview Instrument Avis Budget Group Monica CrossProctor

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Page 1: Interview Instrument ABG Car Rental

Interview  Instrument  Avis  Budget  Group  Monica  Cross-­‐Proctor  

   

Page 2: Interview Instrument ABG Car Rental

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.  

     

Page 3: Interview Instrument ABG Car Rental

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?  

 

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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?