This case study focuses on the challenges of effectively measuring applicant knowledge, skills, abilities, and other characteristics. The case specifically considers the quality of measures used and their legality.

The majority of Irontown Incorporated's hiring is focused on finding new employees to fill the position of customer service representative level 1 (CSR 1). The primary job competencies and desired employee characteristics include:

• Fluency in English (reading, writing, and speaking)
• Good attendance
• Availability for either morning or evening shift
• Ability to manage difficult conversations with customers
• Basic computer keyboarding skills
• Accurate data entry
• Ability to work remotely

Historically, the company's HR department has used the following assessment method to develop a pool of candidates.

Assessment Method	Predicting
Application form, completed on a computer terminal in theHRoffice	Language skills, computer skills, and data entry accuracy

In the past, the HR department would simply gather a pool of applicants who successfully completed the application form and inquire if they could work any shift. Those who indicated they could were then invited to do a two-week training period. Typically, only about one-half of the trainees completed the program and became CSR 1s.

Many of the reasons for attrition were due to what had not been assessed in the process, namely good attendance and ability to manage difficult conversations with customers. Now that the company is allowing a remote workforce, the ability to work well remotely is also an area for further assessment. It is also important to note that the staffing process has not pulled in the diversity of applicants that the organization has hoped for to support a diverse workplace or to appropriately represent the diverse customers that it serves.

The HR department has been tasked by leadership to develop comprehensive and stronger assessment methods to incorporate into the staffing process. In your analysis of this case, include the following:

• Review the strengths and weaknesses of the current process.
• Research options for assessing the following skills: good attendance, ability to manage difficult conversations with customers, and the ability to work well remotely.
• Discuss how diverse applicants can be better identified and supported in the hiring process.
• Make a recommendation, with a rationale, for measuring applicant characteristics and ranking the applicants.
• Discuss potential legal liability associated with the measures recommended.
• Include references, at least three beyond the required readings this week.