Selection of Human Capital by Competencies - Recipients: Managers and reserves linked to the Management of Human Capital in tourist Entities. - Courses to apply: Postgraduate, Diploma and Master's degrees linked to Management.
Objective: To master scientific instruments and techniques that allow the study, selection and development of labor competencies, systematizing their application in hotel organizational practice.
Concepts to consider:
- Competency selection process Competency profiles of the position Techniques for selection by competencies.
Time for preparation and algorithm to follow:
- Orientation of the case and the essential contents of the topic. (30 minutes) Precision of the working method and the time they should use Explain the questions to be answered individually (10 minutes) Study of the theoretical contents and analysis of the case individually (1 hour) Assessment of individual results in small groups. (1 hour) Group integration of the results through discussion in a workshop or plenary session. List reduction and weighted vote can be applied for the analysis of the competencies (1.30 hour).
Key questions:
- Evaluate the main managerial competencies possessed by the candidates, according to the results of the techniques and instruments applied. Specify the Competency Matrix in each case. Specify the strong and weak points of competent development of each candidate. Select the best candidate. and justify your selection. Specify the areas in which improvement is required in each case and Propose a development plan.
To apply and answer the case, it is first necessary to master the essential principles of the Assessment Center Methodology.
In the elaboration and solution of the Case study, the basic components that distinguish the Assessment Center (AC) Methodology have been taken into account and that must be respected: 1) the use of multiple techniques, highlighting within them the simulations, 2) the use of several consultants who carry out the observation of behaviors, organized around the competencies and dimensions related to the job position and 3) the session of systematic integration of the data.
The classic simulation exercises are the following: Inbox, Role Play, Group Exercises, Company Game, Criteria Search Exercises, Simulation Interview and Oral Presentation. Which are elaborated by the creators and followers of the methodology, not recognizing specific authors in the literature.
The presence of Multiple Advisors means: that it is made up of a staff, since it is impossible to apply by a single person.
They fulfill the functions of observing, assuming roles and evaluating each participant in the center. Most organizations using CA employ their own consultants, psychologists, and managers as administrators and advisers to candidates.
Typically they are managers who work at higher levels of the organizational hierarchy than the level at which the candidates being evaluated work.
It is necessary that the advisors receive adequate training, for the mastery of the essential categories, related to the competences, the applications that can be carried out in each exercise and empirically in the actions and analyzes that can be carried out to achieve the effectiveness of the CA, which pay tribute to improving the quality of evaluations. The use of categorization schemes facilitate the challenging task of the assessors as they help organize the accumulation of performance information around the relevant categories, favoring the coding of behavior by dimension instead of by exercise. (Schleicher, 2002)
The integration of the data produced by the multiple techniques is another of the distinctive components of the methodology that must be respected for it to be considered a CA. This integration is carried out in an evaluation meeting where the observations of the consultants are integrated to reach a consensus in relation to the evaluation of each participant.
PRESENTATION OF THE CASE
The Hotel "RELUCIENTE" is located in the tourist center of Varadero, on the beachfront, with a 4-star category and All Inclusive modality, it is owned by Grupo Hotelero AMANECER and under an Administration and Marketing contract with a Spanish Group.
Among the main issuers received by the entity are Italy, Canada, the United Kingdom and the German segment stands out.
Its Mission: We are a team of friendly workers, in a recognized beach destination, that offers quality services included and that seeks to achieve customer satisfaction "
His Vision: "We will be the leader of beach hotels in the region, distinguished by a personalized service that exceeds customer expectations and with high economic efficiency."
Organizational skills
Moral integrity / Service culture // Customer satisfaction // Efficiency.
In the year 200- the entity decided to make changes in its development, for which it obtained a study in the Integrated Management of Human Capital in the Organization, which included selecting a Director of Human Resources, through a Program of evaluation of competencies labor. For this reason, the intervention of specialists and internal and external professionals is sought, who are enthusiastic about the advantages and impact that advanced Methodologies provide as tools for Management by Human Capital competencies and in the search and identification of better people with potential for successful in their work, they decided to put into practice a novel Methodological Proposal.
Among the policies outlined by senior management applied in the Human Resources area are:
“The quality of the men is what makes the quality of the process and the quality of the service.
So we seek the continuous improvement of each human being in the Organization ”.
The intervention - learning work begins with the proposal of the Organization's expert committee, a group in charge of identifying and proposing to senior management the key or distinctive competencies of the organization, the key processes and the positions of those activities. Integrated to:
- Member of the senior management (President). Directors of the organization. (related to the area where the application is made) Workers of recognized prestige for their qualification, experiences, knowledge, merits for the quality of work, level of demand and vision of the future, who work in the processes of the main activities.
For the Definition of the Job Competencies Profile of the position, a system of techniques was applied, which made it possible to achieve through integrated assessments, the determination of the main knowledge, linking both the skills, the derivations of attributes, and the tasks that need to be performed in particular situations, to solve problems.
Let's see some of the results of the application of this methodology:
FUNDAMENTAL PURPOSE OF THE HOTEL GROUP
KEY PURPOSE OF THE POSITION OF THE HR DIRECTOR GENERAL OR BASIC FUNCTIONS
Among the managerial competencies for successful performance in this position in the Organization, the following were determined:
Leadership: helps workers define and follow through oriented actions, excellent performance and personal development. Ensuring that individual performance plans are aligned with the organization's strategies.
Supervising the work of the staff, motivating and delegating appropriately, with a leadership style appropriate to the situation.
Strategic management: It remains focused on the future activities of the activity and the obstacles that the company presents.
Developing ideas to drive HR towards competitive advantages.
Management performance: identifies, guides and receives feedback on the training, training and development needs of staff to improve the effectiveness of individuals and teams.
Skills for the application of accumulated experience: acquires and applies the technical and professional knowledge achieved in the achievement of the work practice.
Direction to change: generates innovative ideas and applies the appropriate changes to ensure the impact of key initiatives on the success of work and the organization.
Personality qualities:
Moral: identification with company standards and honest conduct in compliance with organizational and social laws.
Systematically complying with the principles and standards of conduct established in the Code of Ethics of the Boards and with the disciplinary regulations of the company and the country.
Communication and influence: create a team environment in which information flows freely and decision-making is based on a win-win philosophy.
Continuous learning: Search for personal growth and the strengthening of personal capacities, taking advantage of opportunities to learn from one's own experience or from that of others; getting involved and participating in organizational and social wellness activities.
The TUREMPLEO agency has been interested in 2 possible candidates that it presents in its bag and whose characteristics are reflected in the interview and in the applied techniques that we describe.
The protagonists of this story.
Mireya A. Quintana. 27 years old, married, 1.72 tall, in good physical and mental health.
Graduated in Industrial Engineering from the University of Matanzas, with an academic average of 4.2, with 5 years of experience in tourism, of which at the beginning 3 were hall captain and 2 as assistant director.
On his curriculum there are various courses received: English 3rd Level, Italian 2nd Level, as well as a Diploma in Hotel Business Management.
The manager who has worked with her believes that she is a quick learner and has a strong desire to prosper in the positions.
In the verifications carried out by the commission in charge of the process, elements such as their concern for the work are found, with normal results, not relevant, since sometimes they were delayed in delivering information, but the admiration of their subordinates for the treatment they received stands out. has professed and perseverance to perform tasks.
Mirraín Pichardo. 42 years old, single, 1.65 in height, adequate physical appearance, good mental health.
Graduated in Economics from the University of Havana, with an academic average of 4.8, with 8 years of experience in tourism, 5 of them in the area of Economics and 3 as a salesperson for a 4 Star Entity in the region.
His superiors have highlighted qualities such as the ability to take responsibility and his dedication and results at work. His colleagues emphasize that he is a good person, although sometimes not very communicative and somewhat isolated from the group.
In his curriculum there are several courses received: English 3rd Level, German 2nd Level, as well as a postgraduate degree in Behavioral Ethics and Computing, he is currently pursuing a Master in Business Management.
The verifications carried out by the researchers in their area of residence confirmed their excellent social behavior, as well as their good relations with the neighbors. Some thought that he is a serious and responsible man. He can be counted on for the activities of the CoR, he participates in meetings, there is little talk. People and reliable sources said that "It is an example of moral in the neighborhood."
What were the behaviors and results of the candidates in the applied techniques?
ROLEPLAY. "I can achieve problem solving"
Objective: This is a simulation exercise that reproduces some of the critical situations encountered, where the participants have the opportunity to behave under conditions similar to those found in real work activity in the area of human resources management. It allows us to evaluate management competencies such as management performance, relationship orientation, change direction, organization, decision making, motivation and communication.
Faced with Situation 1: A worker from the accommodation area appears and communicates her disagreement and decision to request her discharge, due to a disciplinary measure that her boss has imposed on her. What were your reactions?
Mireya A. Try to find and analyze the causes of the disagreement. With energy she does not wait for the others to finish raising their criteria to express their ideas on the subject and the responsibilities that each one has in the situation. It offers quick and convincing response, informing decision-making.
Situation 2: The Quality Director informs you about English clients who are served in your Entity, who have been dissatisfied with the care received in recent months, stating that some workers do not have professionalism in their work.
DE: What alternative solutions would you look for in this situation? Mireya explains the need to explore the causes of the problem together with a team from the Mejora group and the quality staff.
Investigate with the team in the areas with the most incidents in the surveys and opinion states.
He directs his greatest efforts to the planning of isolated actions to try to eliminate or minimize the problem
Situation 3: The A + B Advisor approaches his department very concerned, since the working groups in the gastronomy and kitchen areas have detected serious problems in interpersonal relationships, especially between bosses and subordinates and among team members.
DE: Towards what actions would you direct your work to solve the problem?
Mireya influences the rest of the team to investigate the motivations, expectations of relationships and development of personality qualities of bosses and subordinates in those areas.
It encourages those with the greatest contributions to achieve in a short time that alternatives of actions are found that contribute to solving the problem, at least in certain circumstances.
Situation 4: The Board of Directors has dealt with a serious problem related to the QUALITY OF LIFE AND MOTIVATION of the staff. Given this, you have tried to demonstrate a project that would guarantee better conditions for the workers, but the hotel management communicates its concern, since the project affects the increase in costs in terms of human resources.
DE: Offer a convincing explanation to the Organization's management, which does not affect the workers.
Mireya bases with a simple explanation, the alternatives for the solution of the problem, without affecting the workers. It does not offer new ideas, it only limits itself to demonstrating its proposal with economic data and to substantiate the positive impact it would have. She is somewhat incredulous with the proposals of the others on the team.
Situation 5: During these days, an excessive number of regulations and labor laws have reached the department that you direct, related to Work Organization Studies, the director of the MATRIX HOUSE informs you and demands its rapid application.
DE: Specify the pathways or actions that you would undertake before this central orientation.
Mireya vigorously assembles a work team and offers orientations, where fellow OT specialists, industrial engineers and outstanding workers in the positions can be found.
He directs the process, monitoring each stage of it and stimulating the team's work.
Mirraín P.:
Faced with Situation 1: A worker from the accommodation area appears and communicates her disagreement and decision to request her discharge, due to a disciplinary measure that her boss has imposed on her. What were your reactions?
- Listen to the reasons of other parties involved, then quietly analyze the causes of the disagreement with the rest of the team, wait for the others to have an opinion and try to convince everyone involved about their mistakes and successes.
Situation 2: The Quality Director informs you about English clients who are served in your Entity, who have been dissatisfied with the care received in recent days, expressing that some workers do not have professionalism in their work.
DE: What alternative solutions would you look for in this situation? Mirraín tries to explore the causes of the problem with the whole team and quality staff.
He waits for the others to give their opinion, and then to assess and precisely substantiate the areas with the most incidences in the surveys and the opinion statements.
It is oriented in carrying out in depth the Determination of Learning or Training Needs (DNA) in the areas involved.
It is directed towards carrying out an action project in conjunction with the staff of the area, which makes it possible to eliminate or minimize the problem.
Situation 3: The A + B Advisor approaches his department very concerned, since serious problems in interpersonal relationships have been detected among the working groups in the gastronomy and kitchen areas, especially between bosses and subordinates and among members of the team.
DE: Towards what actions would you direct your work to solve the problem?
Mirraín first carried out a study to investigate the problem, especially its causes.
He waits for others to present their opinions, and then proposes the need to investigate, together with experts, the motivations, expectations of relationships and the development of personality qualities of bosses and subordinates in those areas.
It proposes some (few) alternatives or system of actions that contribute to solving the problem.
Situation 4: The Board of Directors has dealt with a serious problem related to the QUALITY OF LIFE AND MOTIVATION of the staff. Given this, you have tried to guarantee better living conditions for the workers, but the hotel management communicates its concern about the increase in costs in terms of human resources.
DE: Offer an explanation to the management of the Organization, that does not affect the workers.
Mirrain coordinates with the economics specialists the expenses and costs related to HR.
It bases with an economic explanation, the possible alternatives for the solution of the problem, without affecting the workers.
It does not suggest novel alternatives.
It does not discuss how to track the success of the suggested alternatives.
Situation 5: During these days, an excessive number of regulations and labor laws have reached the department that you direct, related to Work Organization Studies, the director of the MATRIX HOUSE informs you and demands its rapid application.
DE: Specify the pathways or actions that you would undertake before this central orientation.
Mirraín studies the entire document in detail to plan the actions.
Guides the formation of a work team and offers guidance so that fellow specialists in Work Organization and Industrial Engineers can carry out this work.
It collectively determines the actions that have the greatest impact in these studies, for subsequent feedback.
Another applied technique has been the Inbox: "Updating my office"
Objectives: Evaluate strategic management and direction skills such as analysis, planning, delegation, organization, decision-making, control and written communication.
Communication when "entering the situation" and performing as if occupying the position and in the application of accumulated experience
Exercise construction algorithm:
- It was based on the critical analysis of the work of the HR director and it was decided which critical situations were likely to be simulated to assess certain competencies of the position.The selected critical situations were converted into directives, memos, notes, phone messages, recreating the content of the company's actual documents An order of presentation of the documents to the evaluated was determined A response model was developed, which determines the order of priority in which the situations should be addressed and the type and response algorithm for every situation. Regarding the technical content of the work, the experts of the organization contribute, with regard to the socio-psychological content the professional of Psychology contributes as an expert. The necessary material resources are located:inbox or folder, documents, sheets, pencil, workplace.
Slogan: At the moment you arrive at your office and on your desk there is a set of tasks accumulated for this day. Read all the information carefully to organize it in order of priority and carry out the pertinent actions that will respond to each of the issues that are presented to you. You must act “as if you were in such a situation” For example: If you have to make a report, you must explain what you are going to say in it; If you have to answer a claim, you should write your content and so on with each of the actions that you will take, so that the real products of the decisions you have made can be appreciated. You have two hours to complete this exercise and catch up in your office. Thank you.
In this specific case (HR DIRECTOR) the inbox is made up of seven (7) documents that deal with the following aspects:
- D1- Submit a report to higher authorities on aspects related to the characterization of the Workforce in the Organization: (ages, cultural level, sex, ethnicity, etc.) D2- Letter of resignation from a group of workers (4) from the area of gastronomy, due to unknown problems D3- Given a Resolution of the MTSS, which is sent through the Headquarters, it is required to carry out studies related to the reordering and foundation of the workforce, in each area of the organization D4- Preparation interview for the selection of new candidates, for a key position in the Organization D5- Design of an initial project, which makes it possible to diagnose and raise the satisfaction levels of the internal client D6- Claim by a worker for dissatisfaction with the measure adopted by his higher.D7- Participation in a meeting of factors to provide systematic information on HRM in the month. (2.30 pm)
Results of each of the candidates
Mireya obtained the following hierarchical ordering of the situations and the response model:
He tried to prioritize the most pressing situations and then act. Establish a work plan where each of the tasks for that day is organized in order of priority according to its importance and urgency. From this order he obtained the following responses to the different situations.
This item explores: Planning - Organization, Control, communication.
Results of the in-depth interview and other feedback actions
She is confident in her walk, with excellent physical presence, she presents herself in a spontaneous and communicative way. He states that during secondary and pre-university studies, he was very applied in school and obtained good grades, but in the University, he used to not reach 5 points in some sciences that required a high capacity for abstraction and generalization.
But he struggled every day.
During his student career he always held positions at the classroom or school level and participated in the activities called. He managed to express some of the problems faced by the sector and the position of HR Director, arguing that if time is better organized, the personnel in this area can achieve better performance in the performance of their tasks. He maintains firm the position that dealing with people is essential to occupy this position.
In the checks in her community, words such as: "Mireya is an excellent person" were reflected. She is always working / but she is very concerned about her family and the neighbors / she always stops to talk with us. She is the one who organizes the parties and activities on the block. She is always happy, it seems that she does not get tired, even though she works a lot. However, one of her neighbors said that she does not always maintain good relations and sometimes she does not say hello and that she talks too much at meetings.
Through the interview carried out, the experts of the commission declare that qualities such as assertive communication and ancestry stand out in his personality, always trying to please others.
Mirraín: Presents with adequate physical presence, somewhat shy. He states that during secondary and pre-university studies, he achieved high marks, in the University, he used to achieve 5 points in most of the subjects that required high generalization capacity. Her work and personal history reflects few positions in the school stage, dominance of her feelings.
He expresses that the most he likes about this job is the possibility of solving the problems that arise today. Before the interviewers' questions, he manages to specify the main problems that this position has, such as those related to the workload, the situation of the job qualifiers, matters related to worker transportation and performance evaluation. It offers some alternatives for its solution, provided that other factors collaborate and supports the surrounding situations and others that affect this management.
The psychologist and other experts from the commission point out some of her main personality qualities, among which are: humility, honesty, dedication to work and high intellectual capacity.
Bibliography and documents that can be consulted:
- Cuesta Santos A. Competency Management. La Habana, 2005.Díaz Pérez M. (2001): “Human Resources management as individual potential and its evaluation through the Assessment Center” Cuban Journal of Psychology, Vol. 18, N ° 3Acosta Corzo. E. and N. Pelegrín. (2010). Procedure manual for the design and implementation of competency studies at MINTUR.Varadero 2010. Available at the following URL: http://www.gestiopolis.com/organizacion-talento/competenciasorganizacionales-laborales-manual-procedimientos.htmAcosta Corzo E. (2011). "Proposal for an integrative methodological procedure for the study and development of labor competencies in the tourism sector". Master's Thesis in Organizational and Labor Psychology. University of Havana. KNOW. The standardization and certification of labor competence:Means to increase the productivity of companies.
Power Point presentation. March 1–7.Cuba, 2007. NC 3000, 3001, 3002: 2007 Integrated Human Capital Management System SEERGERS, J. (1-8-) “Assessment Center for identifying longterm and selfdevelopment” in: Herriot Peter, Assessement and Selection in Organizations. Methods and Practice for Recruitment and appraisal. Edition John Wiley & Sons, England.
