Measuring an Applicant’s Characteristics
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.The majority of Irontown Incorporated’s hiring is focused on finding new employees to fill the position of customer service representative level 1 (CSR1).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 conversations with demanding customers
basic computer keyboarding skills
accurate data entry
Historically, the company’s HR department has used the following assessment method to develop a pool of candidates.

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