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.

The scoring key should include: the question, a scale set of evaluation anchors (ex. 1-5) and sample answers that would represent 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 the tension from the situation

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

KSAOs Nature Importance to Tasks (1-5 rating) 5 3 3 1. Knowledge of organizational policies and practices 2. Skill in judgment and decision making 3. Ability to think develop original solutions within prescribed parameters 1. Knowledge of retail management policies and practices 2. Knowledge of legal precepts underlying personnel management 3. Skill in the analysis of financial and operational data 4. Ability to reason inductively 4 3 3 3 4 3 1. Knowledge of customer service principles 2. Skill in managing personnel resources Communication and speaking skills 3. 4