Case Study 1 Job Candidate Assessment Tests Go Virtual A growing number of preemployment tests simulate a job's functions and are being conducted via computer or on the web. You can liken them to video games but within a work setting. Toyota, Starbucks, the paint maker Sherwin Williams, and numerous financial firms such as SunTrust Bank, KeyBank, and National City Bank have successfully used virtual job simula- tions to assess applicants. At Toyota, applicants participating in simulations read dials and gauges, spot safety problems, and use their ability to solve problems as well as their general ability to learn as assessed. The candidates can see and hear about the job they're applying for from cur- rent Toyota employees. National City Bank has used virtual assessments to test call center candidates and branch manager candidates. Call center candidates are given customer service problems to solve, and branch manager candidates go through a simulation that assesses their ability to foster relationships with clients and make personnel decisions. The virtual assessments tools, which are pro- duced by companies such as Shaker Consulting Group, Profiles International, and others do not come cheap. But although they can cost tens of thousands of dollars, larger companies that can afford them are saying they are worth it. The benefits? Better quali- fied candidates, faster recruiting, and lower turnover among employees hired. KeyBank says that by using virtual testing tools, it realized savings of more than $1.75 million per year due to lower turnover. Candidates also seem to like the assessments because they provide a more realistic job preview and make them feel like they are being chosen for jobs on more than just their personalities or how they performed during an interview. "It was a very insightful experience that made you think about what exactly you like and dislike in the workplace and if you really enjoy helping customers and have patience to do so," says one candidate tested for a customer service job. 255 256 Part 3 Developing Effectiveness in Human Resources It is not just Gen X or Y candidates who have actual performance and interview results to get the played a lot of video games who like the tests. "We most complete picture of an employee or candidate. haven't seen any adverse impact," says Ken Troyan, SunTrust Bank's chief staffing officer. There's some Questions mythology-if you will about older people not be- 1. What do you ing computer-savvy, and that's just not so" One study think are the prime advantages and found that the simulations also tend to result in less disadvantages of "virtual tryouts"? of a gap between minority and white candidates than 2. Do you think there would be any EEO concerns when paper-and-pencil tests are used. regarding this system? HR experts warn that companies need to be sure 3. Do you think virtual job tryouts might be better they are not simply buying glitzy simulations that suited for some jobs than others? If so, which ones? do not translate well to the jobs for which they are Sources: Karen Vilardo, "KeyBank's Success with the Virtual Job hiring. Also, the screening tools could potentially Tryout Journal of Corporate Recruiting Leadership 5, no. 4 (May 2010): eliminate candidates who have trouble with simula 24; Ira S. Wolfe and "Success Performance Solutions The Total View tions or computers but might make good employees. Newsletter (May 12, 2010). Connie Winkle, "HR Technology: Job Tryouts Go Virtual HR Magazine (September 1, 2006), http://www.shem You should still use the U.S. Department of Labor's org; Gina Ruiz, "Job Candidate Assessment Tests Go Virtual Workforce "whole person approach to hiring, says one HR pro- Management Online (January 2008), http://www.workforce.com "Clients and Case Studies, Shaker Consulting Group (March 27, 2011), fessional. The whole person approach factors in the http://www.shakercg.com. results of a variety of accepted tests along with prior