Read and respond to Case Six, Interview In the Tanglewood Stores casebook

1. Develop a detailed selection plan for the position of Department Manager to determine the most important KSAOs for this position. Determine what you want to measure by analyzing KSAOs from the job description and the information on organizational culture in the case, and fit selection measures into the plan format as shown in Exhibit 8.2 in the text. Selection Plan must be presented in the format of Exhibit 8.2. Do not duplicate KSAOs from the case as your Selection Plan KSAOs; you must develop your own KSAOs, which include those you determine are not adequately measured in the current process. Current assessment methods are experience check, education check, Marshfield Applicant Exam, and the Retail Knowledge Test. Do not include the current interview as part of the selection plan, but the Selection Plan should contain the Interview as an assessment method.

2. Using the selection plan, develop a standardized interview protocol consisting of 10 questions (5 behavioral, 5 situational) that will be asked of all candidates, along with scoring keys for each question. Indicate which questions are behavioral and which are situational. Provide specific examples in the scoring key. Organize your work, use headers to indicate which questions are behavioral and which situational, number the questions, use spacing to differentiate one question from the next, etc.

The scoring key should include: the question, a scale set of evaluation anchors (for example 1-3-5) and sample answers that would represent each item on the scale. Use the example below as the format. Do not use the detailed format of the interview questions illustrated in the Tanglewood Case.

Example:

Question: How do you address a challenging customer?

Scale: 1 = Poor; 3 = Average; 5 = Excellent

Sample Answers:

1 (poor answer): tell the customer to leave; argue with the customer

3 (average): listen to the customer;remove thetension from the situation

5 (excellent):demonstrate all of the customer service values of the organization

EXHIBIT 8.2 Selection Plan Format and Example for Administrative Assistant Position Necessary for Selection? Method of Assessment Major KSAO Category (Y/N) WP CT DB LTR TEF ML EM TM IRV 1. Ability to follow oral directions/ Y X listening skills X 2. Ability to read and understand Y X X X X X X X manuals and guidelines 3. Ability to perform basic arithmetic Y X X operations 4. Ability to organize X X X 5. Judgments/priority-setting/decision- X making ability 6. Oral communication skills