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Case Studies
BANKING ON SERVICE
The Challenge
UNION PLANTERS BANK, a multi-state bank holding company, serves customers throughout the central and southeastern United States. The Union Planters philosophy lies in a one-on-one approach: a banker and a customer working together to find the best solution to the customer's need, no matter how simple or sophisticated. Implementing this philosophy required a highly skilled workforce.
Management was concerned about workforce quality. Tellers and customer service representatives were not able to make decisions and solve customer problems. New hires were not able to pass the computer-based teller training program, and could not handle the complexity of the teller position. The company felt that the workforce quality could be improved.
Consistency in the hiring process was also a big concern. They wanted documented evidence that job-related information was used to make selection decisions. With over 885 banking offices, they required a flexible program that would fit the needs of the large branches as well as the smaller remote branch locations. Such a structured process would bring consistency to the decentralized branch system.
PSI's Solution
A PSI solution provided the solid validity and flexibility Union Planters demanded. Because Qwiz and PSI offer complementary products developed from the same item content, assessments are available in a variety of delivery modes. Qwiz, who licenses and publishes the PRIMARY SKILLS TESTS on their PC-based platform, provided the automated solution. PSI, the author of the test material, publishes a paper-and-pencil format known as the BASIC SKILLS TESTS that addresses the needs of Union Planter's remote locations. The assessment battery that is in place hits on abilities that are critical for job success — reasoning, problem solving, language skills, numeric ability, and attention to detail.
The Incredible Results
The people at Union Planters feel good about the fact that they are screening job candidates on job-related factors using a well-researched selection measure. Plus, a minimum standard helps them be more consistent in their hiring practice. The battery is robust enough that it can be used for a variety of different positions including teller, customer service, help desk, and collections.
The flexibility in the way they can administer the assessments (computer, paper, or a combination of both) has been important to the program's success, and the computer scoring ensures an error-free process.
One of the best parts about the system is that Union Planters can get scores so quickly. They can immediately see if somebody is qualified enabling them to move on in the selection process. Plus, they were able to do a validity transportability study, securing the documentation they need to defend all their hiring decisions. The company is confident of their hiring system, and the fact that they made the important decision to put standards in place.
