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Zappos Project - Final

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    ZAPPOS.COM
               HR Team:
          ADELMUND Julie
        CUMMINGS Renata
            PARK Kun Nan
             SALAS Elodie
               YIN Danjie




FOSTER BUSINESS SCHOOL
Table of Contents
Abstract ........................................................................................................................................... 3
Unit 1 – Human Resources Planning............................................................................................... 4
   Zappos Organization ................................................................................................................................. 5
   Mission Statement .................................................................................................................................... 5
   HR Philosophy ........................................................................................................................................... 8
   Utilization Analysis .................................................................................................................................... 9
Unit 2 – Administrative Assistant Job Description ........................................................................ 11
   Sources of Information ........................................................................................................................... 12               2
   Interview of UW Administrative Assistant .............................................................................................. 13
Unit 3 – Recruitment Strategy ...................................................................................................... 16
   Administrative Assistant Applicants ....................................................................................................... 17
   Relevant Labor Market ........................................................................................................................... 18
   Recruiting Methods................................................................................................................................. 18
   EEO Engagement ..................................................................................................................................... 19
Unit 4 – Selection Strategy............................................................................................................ 20
   Flow Chart of Selection Process .............................................................................................................. 21
   Selection Tests and Other Devices .......................................................................................................... 22
Unit 5 – Compensation Plan ......................................................................................................... 27
   Pay Policy ................................................................................................................................................ 28
   Administrative Assistant Salary in Las Vegas Area.................................................................................. 28
   Benefits Recommended .......................................................................................................................... 29
   Division of Pay and Benefits .................................................................................................................... 30
   Cost ......................................................................................................................................................... 30
Unit 6 – Final Selection Decision ................................................................................................... 31
   Selection Decision ................................................................................................................................... 32
   Cost Analysis ........................................................................................................................................... 32
Appendix ....................................................................................................................................... 33
   Appendix A .............................................................................................................................................. 34
   Appendix B .............................................................................................................................................. 35
   Appendix C .............................................................................................................................................. 36
   Appendix D .............................................................................................................................................. 40
   Appendix E .............................................................................................................................................. 41
   Appendix F .............................................................................................................................................. 42
   Appendix G .............................................................................................................................................. 43
   Appendix H .............................................................................................................................................. 45
   Appendix I ............................................................................................................................................... 46
   Appendix J ............................................................................................................................................... 47
   Appendix K .............................................................................................................................................. 48
Abstract
  Within the framework of this project, our team has tried to act and react as the professional
  Zappos HR team would have done, considering the Zappos culture and way of conducting
  business. We are a self-managed team trying to overcome our cultural differences. Working
  with people from diverse backgrounds with which we are unfamiliar is common in the
  professional world.

  In this project, we chose to assume that the Zappos Marketing department opened an
  administrative assistant position in Fall 2009. This report gathers all the information we
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  have looked for to help us make and support our decisions. These data are based partly on
  real Zappos policies, that we were able to access, and partly the fruit of our collective
  brainstorming to act as Zappos. Our decisions have also been strongly supported by
  governmental data such as Bureau of Labor Statistics’ and by real life examples such as the
  interview of an administrative assistant and our own job experiences.

  At the end of this two month project, our team is finally proud to have recruit Richard
  Anderson as our new Email Marketing Department Administrative Assistant; he meets and
  exceeds all our standards and he is who, we truly believe, will fit the specific Zappos culture.

  To conclude, we recommend that you keep in mind how enriching and challenging this
  experience was for our group, and we hope that this report is comparable to what Zappos
  considers as delivering WOW.
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         UNIT 1

HUMAN RESOURCES PLANNING
Zappos Organization
    "At Zappos, Customer Service Is Everything. In Fact, It's The Entire Company." 1 Zappos is
    an online retailer founded by Nick Swinmurn in San Francisco in 1999. Hsieh, the current
    CEO joined Zappos soon after it was founded and relocated the company to Las Vegas,
    Nevada,2 with tech support operated out of Shepherdsville, Kentucky. Zappos employs
    1,655 people and is primarily an online shoe retailer. The company differentiates itself by
    offering the largest variety of styles and brands, all in one place. Zappos currently stocks
    millions of products, clothing and shoes, and its goal is to offer “shoppers with the best
    possible service and selection.”1 The e-commerce site has grown quickly as demonstrated
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    by their gross merchandise sales, which exceeded $1 billion in 2008. This benchmark was
    achieved two years ahead of schedule. Job growth peaked in 2007 with 445 openings, a
    39% increase from 2006. This has slowed considerably; 2009 showed 33 openings for which
    Zappos expects to receive 26,000 applicants.

    Zappos was recognized in 2009 by FORTUNE MAGAZINE as one of the “100 BEST
    COMPANIES TO WORK FOR”, debuting as the highest-ranking newcomer to FORTUNE’s
    2009 list.3 What makes them one of the best companies to work for is probably their unique
    work environment or their choice of quirky employees. The CEO, Hsieh, has been described
    by FORTUNE as being a Twitter fanatic, and also hosted company pajama parties at his Las
    Vegas home. Zappos's MySpace page shows employees boasting about their weirdness. It
    also has videos of the employee’s favorite things from gum to pugs, and includes video after
    video of the employees goofing off. The casual, optimistic company culture could be the
    reason that employee turnover is only 25%, 9.7% lower than the retail average4 of 34.7%.5
    Zappos business strategy is simply to have the best customer service in their industry. This
    helps to gain customers and grow their brand image.

Mission Statement:
    "Our goal is to position Zappos as the online service leader. If we get consumers to
    associate the Zappos brand with the absolute best service, then we can expand into other




1
  "Zappos.com | MySpace." MySpace. Zappos. Web. 21 Oct. 2009. <http://www.myspace.com/zapposdotcom>.
2
  "A Shine On Their Shoes." BusinessWeek - Business News, Stock Market & Financial Advice. BusinessWeek. Web.
     21 Oct. 2009. <http://www.businessweek.com/magazine/content/05_49/b3962118.htm>.
3
  "Zappos knows how to kick it - Jan. 22, 2009." Business, financial, personal finance news - CNNMoney.com.
     Fortune. Web. 21 Oct. 2009.
     <http://money.cnn.com/2009/01/15/news/companies/Zappos_best_companies_obrien.fortune/index.htm>.
4
  Another site stated that call center turnover is well above 30% ["Reducing Call Center Turnover with the Omnia
     Profile." Pre Employment Evaluation, Performance and Employee Testing | Pre Employment Screening and
     Evaluation. Web. 07 Dec. 2009. <http://www.omniagroup.com/Case%20Study%20-%20Call%20Center.htm#_ftnref1>.
5
  "Annual US Dept Labor Employment Turnover Rates For Voluntary Separations by industry and by region."
     WebExit Online Exit Interviews improve employee retention. Web. 5 Dec. 2009.
     <http://www.nobscot.com/survey/us_voluntary_turnover_0806.cfm>.
    product categories beyond shoes."6 Zappos wants to be the best service provider in the
    online retail market. Zappos has 10 core values, which encompass their HR policies.

    1. Deliver WOW Through Service
       Zappos wants to WOW through service by delivering unconventional, innovative service;
       they want to go above and beyond. Training always begins with a crash course in “doing
       whatever it takes” to accomplish this core value.7

    2. Embrace and Drive Change
       As a growing company, Zappos expects a constantly evolving market. Zappos makes                                        6
       change manageable by creating an environment where change is driven from the
       bottom up (i.e., CEO Tony Hsieh gives employees closest to the customers direct access
       to himself by sitting with them in cubicles).8

    3. Create Fun and a Little Weirdness
       Zappos thinks creating a fun and sometimes wacky work environment where employees
       can express their personality can make their life more meaningful. By doing this, Zappos
       can have unique culture different from any other company. Department themes with
       customized cubicles are one way Zappos creates fun through self-expression and a little
       weirdness.9

    4. Be Adventurous, Creative, and Open-Minded
       Zappos appreciates mistakes as long as employees can learn from them because they
       believe that creativity comes from mistakes. This gives employees more autonomy at
       Zappos than at comparable companies by encouraging employees to develop their
       decision-making skills. By taking risks, employees can reach unconventional solutions,
       and these solutions make a difference.10

    5. Pursue Growth and Learning
       It is important for Zappos employees to challenge themselves to develop their potential.
       Zappos promotes learning by cross-training employees from the beginning. Zappos
       wants their employees to grow personally and professionally.11


6
  "In The Beginning - Let There Be Shoes | about.zappos.com." About.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/zappos-story/in-the-beginning-let-there-be-shoes>.
7
  "Deliver WOW Through Service | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/our-unique-culture/zappos-core-values/deliver-wow-through-service>.
8
  "Embrace and Drive Change | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/our-unique-culture/zappos-core-values/embrace-and-drive-change>.
9
  "Create Fun and A Little Weirdness | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/our-unique-culture/zappos-core-values/create-fun-and-little-weirdness>.
10
   "Be Adventurous, Creative, and Open-Minded | about.zappos.com." Home | about.zappos.com. Zappos. Web.
     26 Oct. 2009. <http://about.zappos.com/our-unique-culture/zappos-core-values/be-adventurous-creative-and-open-minded>.
11
   "Pursue Growth and Learning | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/our-unique-culture/zappos-core-values/pursue-growth-and-learning>.
     6. Build Open and Honest Relationships With Communication
        Building strong relationships in all areas is very important, and Zappos thinks
        relationships are what make them different from other companies. They think that the
        most important thing in building strong relations is trust; therefore, they are trained to
        recommend the competitor when the competitor’s price is lower. 12 Tony Hsieh posted a
        story about a woman who purchased a wallet and returned it only to remember that
        she had left $150 in it. A warehouse employee had found it and mailed the $150 back to
        the woman with a thank you note.

     7. Build a Positive Team and Family Spirit                                                                         7
        Zappos emphasizes the culture of their company. They want their team to be like family
        not just a team. By interacting with each other outside of work, employees can build
        strong relationships and develop a family-like environment. Zappos demands that their
        team leaders remove obstacles and encourage employees to build friendly relationships
        with others.13

     8. Do More With Less
        Zappos always seeks to get more done with the same amount or less resources. One
        example of this is when Zappos bought a new projector and in the first use, the screen
        broke. Instead of buying a new screen, a Zappos employee fixed the screen with a zip-tie
        and a staple remover.14

     9. Be Passionate and Determined
        Zappos thinks highly of passion. They train employees to be optimistic by saying “Yes”
        instead of 'No' to the customers. This can inspire others to be innovative in finding
        solutions and to be determined to find a way to say “yes”.15

     10. Be Humble
         Zappos suppresses arrogance and prepares for challenges. Tony Hsieh pays himself only
         $36,000 per year. Zappos wants their employees to be humble and respect everyone.16




12
   “Build Open and Honest Relationships with Communication| about.zappos.com." Home | about.zappos.com.
     Zappos. Web. 26 Oct. 2009. <http://about.zappos.com/our-unique-culture/zappos-core-values/build-open-and-honest-
     relationships-communication>
13
   "Build a Positive Team and Family Spirit | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct.
     2009. <http://about.zappos.com/our-unique-culture/zappos-core-values/build-positive-team-and-family-spirit>.
14
   "Do More With Less | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/our-unique-culture/zappos-core-values/do-more-less>.
15
   "Be Passionate and Determined | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/our-unique-culture/zappos-core-values/be-passionate-and-determined>.
16
   "Be Humble | about.zappos.com." Home | about.zappos.com. Zappos. Web. 26 Oct. 2009.
     <http://about.zappos.com/our-unique-culture/zappos-core-values/be-humble>.
Human Resources Philosophy
     From the 10 core values described previously, one can see that Zappos is a fast growing
     private company (revenue grew about 20% in 2009)17 that it is powered by its own culture
     and highly encourages creating an open-minded, liberal, and fun working environment.

     The HR page on the Zappos website states, “Recruiting, benefits, and employee relations
     keep this cruise ship afloat with fun” and there are “inventive ways of getting employees
     motivated and educated about the company, its benefits, and the other fun stuff going on
     around here!” The HR department at Zappos also takes Core Value #3 very seriously, which
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     is “Creating Fun and A Little Weirdness.”18

     From research and the statements Zappos’ HR department made, we suggest that their HR
     department utilizes several interesting/creative/innovative ways for external recruiting
     and hiring the right people for the company.

     Zappos recruits via several popular free online social network applications (i.e., Facebook,
     MySpace, and Twitter). By doing this, Zappos not only promotes the company’s unique
     culture, but also utilizes social recruitment.19

     Zappos is looking for employees who can commit to a “long-term relationship” rather
     than a temporary engagement. In addition to the social networking sites listed above,
     Zappos has created a unique hiring practice named “The Offer”. They say to all new hires,
     “If you quit today, we will offer you a $2000 dollar bonus.” Zappos believes that they will
     eventually know if there’s a bad fit between a new hire and Zappos, and they are willing to
     pay to know earlier rather than later. (About ten percent of new call-center employees take
     the money and run.)20 Moreover, by offering such an attractive bonus, Zappos tests the new
     hire’s incentive to work and makes them feel that they are financially invested in their
     career in the company. This is unique way to find enthusiastic and committed new hires
     that have the right attitude.21

     On the 100 Best Companies to Work For, Zappos ranked 23 rd. Zappos focuses on its own
     culture and is driven by its own employees.22 They have their own culture book, which is
     completely written by the employees. Zappos has its own job coach who learns about each

17
   "Zappos.com Media Kit." Zappos.com. Web. 10 Dec. 2009.
     <http://about.zappos.com/sites/about.zappos.com/files/MasterMediaKit6.5.09.pdf>.
18
   “Zappos Human Resource” Oct 25, 2009. Retrieved from <http://about.Zappos/meet-our-teams/human-resources>.
19
   Homes Michelle. “Zappos Selects Jobvite to Cost Effectively Power Talent Acquisition” Oct 25, 2009. Retrieved
     from <http://www.businesswire.com/portal/site/home/permalink/?>.
20
   Taylor Bill. “Why Zappos Pays New Employees to Quit--And You Should Too” Oct 25, 2009. Retrieved from
     <http://blogs.harvardbusiness.org/taylor/2008/05/why_zappos_pays_new_employees.html>
21
   Abele A. Lauren . “Zappos: Redefining Corporate Culture” Oct 25, 2009. Retrieved from
     <http://alaurenabele.com/2009/04/zappos/>.
22
   “100 Best Companies to Work For” Oct 25, 2009. Retrieved from
     <http://money.cnn.com/magazines/fortune/bestcompanies/2009/full_list/>.
     of the employees and helps them with career goals. Training is provided quite often and
     highly encouraged within Zappos; employee pay can be raised based on the training classes
     they complete. Everyone in the company lives under the same rules. The CEO doesn’t have
     a corner office; instead, he works with everyone else, in a cubicle. As an employee at
     Zappos, your opinion is highly valued, and you bond deeply with the company and its other
     employees.23

     In conclusion, we believe that Zappos uses several external hiring practices to find the
     right fit, and prefer permanent employment rather than the temporary relationship.
                                                                                                                                    9
     Acting as the Zappos Human Resources Team, we are now well aware of Zappos very
     specific culture and needs concerning new employees. In this recruitment process, we will
     act as a self-managed team, and will reach consensus for every step of the project,
     including the final decision. It seems to us that this kind of management fit the Zappos
     culture best.

Utilization Analysis
     Gender Workforce Repartition
        Current workforce gender repartition at Zappos is as follows: 20% men, and 80%
        women. By applying the 4/5 rule to the job category “administrative support workers
        including secretary/administrative assistant,” we notice that there could be an adverse
        impact against men. ((4/5)*80% = 64%) However, this repartition should be analyzed in
        comparison with the current job market for administrative assistant positions in Nevada
        State (see Appendix A, Figure 1).

         According to 2007 EEO-1 Aggregate Report for Nevada24, there are 64,778 office and
         clerical workers in Nevada State. Among these workers, only 24% are male. Considering
         the actual unbalanced repartition of the workforce, even if a part of this can be
         explained by the current composition of the job market, Zappos has to be careful to
         promote equal access to its positions to both genders.

     Ethnic Origin Workforce Repartition
        Current race and color workforce repartition at Zappos is as follows: 50% white, 30%
        Black, and 20% Hispanic. By applying the 4/5 rule to the job category “administrative
        support workers including secretary/administrative assistant,” we notice that there
        could be an adverse impact against Blacks and Hispanics (see Appendix A, Figure 2).
        ((4/5)*50% = 40%) But once again, this repartition should be analyzed in comparison
        with local applicant pool repartition, where Whites represent 57% of the workforce,

23
   Scoble Robert. “18 Things You Can Learn From Zappos. What Other Companies Should We Be Learning From? ” Oct 25, 2009.
     Retrieved from <http://blog.mrtweet.net/18-things-you-can-learn-from-zappos-what-other-companys-should-we-be-learning-from>.
     At Zappos blogs are considered valid sources, Zappos even has positions for blog writers.
24
   www.eeoc.gov. U.S. Equal Employment Opportunity Commission. Web. 23 Nov. 2009.
     <http://archive.eeoc.gov/stats/jobpat/2007/state/Nevada/index.html>.
            Blacks 12% and Hispanics 16%. This argument is reinforced by the US Census Bureau
            report concerning Las Vegas City,25 where the workforce repartition is described as
            following:
            Whites: 69.9%
            Blacks: 10.4%
            Hispanics: 23.6%

       Conclusion
          We believe there is no adverse impact; an unbalanced applicant pool explains the
          differences in ratios. However, that statement will not let us forget about the non-                                10
          discrimination engagement. We will be very careful in all our selection process not to
          discriminate and will still work at recruiting minorities.




25
     Quickfacts.census.gov. US Census Bureau. Web. 26 Oct. 2009. <http://quickfacts.census.gov/qfd/states/32/3240000.html>.
                               11




           UNIT 2

ADMINISTRATIVE ASSISTANT JOB
        DESCRIPTION
Sources of Information
  Before starting to redact a job description for the Administrative Assistant position, we
  interviewed a person performing a similar job to have a better understanding of the skills,
  training and qualities necessary for this position (see Appendix B for more sources).

  Interview Protocol:
      While looking for someone to interview, we realized that it would be very difficult to
      find a company that could be compared to Zappos in terms of culture and ways to
      perform an administrative assistant job. We wanted to meet our interviewee in person,
                                                                                                   12
      in order to have more freedom to ask questions, and to feel the working atmosphere.

     We chose to interview Cynthia, administrative assistant within the accounting
     department at the Foster Business School, because we wanted to focus on the core
     functions of the job of an administrative assistant. By choosing an administrative
     assistant within the University of Washington, we were sure to understand the
     dimensions of the job, the culture and the specific environment, since we are familiar
     with this environment. Of course, we realize that an administrative assistant in the
     academic setting will not have a parallel job to an administrative assistant in the private
     sector, however, the Zappos environment is very different from most working
     environments.

     Cynthia has worked as an administrative assistant for many different companies, so she
     has a great view of the functions that make up a generic administrative assistant job.
     Because of this we agreed that her interview was still relevant for our project.

     Several discrepancies came up in our interview: (1) The interviewee seemed to elevate
     her responsibilities somewhat, so we were careful in deciphering her responses to our
     questions when writing our job description. (2) In the interview she told us she is not
     paid for overtime and that her title is actually “manager” so she could get paid more.
     We know that she is not a manager because she doesn’t supervise anyone. We took the
     responses as she gave them to us, with no censorship and with a grain of salt.

  Interview Questions
      Our questions have been designed not only to fill the job description, but also to help us
      to have better knowledge of an administrative assistant position.

     As we are a very diverse team, with international students, we thought it would be
     interesting to also ask some generic questions about work life as an administrative
     assistant:
          How many hours do you work each week?
          What is the most difficult part of your job?
          What is the most enjoyable part of your job?
          What are your working conditions like?
            Does your job require you to be flexible?
            Is there an opportunity for promotion?
            What is something you do for your job that you didn’t expect you would do?
            Other comments.

     We also questioned Cynthia about her education or skills background necessary to
     perform the job, and about on the job training:
         What training have you received?
         What are the skills that you use the most?
         What previous working experience applies to this position?                               13
         What education, if any, is required for your job?
         What software do you need to know how to use?

     Then, we tried to analyze what the specific tasks performed by an administrative
     assistant in Cynthia’s position:
          What tasks do you perform?
          What does a typical day look like?

     And to finish, we asked very specific questions in order to help us filling the job
     description:
        Who are you supervised by?
        Are there any physical demands in your job?

     Following is a transcription of our interview with Cynthia. Some of her answers were
     very helpful to redact the job description, however, even if some answers can appear as
     out of the subject for the job description redaction, we truly think that the whole
     interview has helped us to understand better the position and the qualities necessary to
     perform the job.

Interview of UW Administrative Assistant
  Name: Cynthia Silvermate
  Title: Manager, University of Washington, Accounting Department; however she performs
  the job of Administrative Assistant (she said her boss just changed her title so she could get
  paid more)
  Phone number: 206-685-4494

  1. What does a typical day look like?
      There is no typical day because every day has interruptions.

  2. What are the skills that you use the most?
      Computer skills, everything is on the computer; communication skills, she talks on the
       phone and write emails a lot; interpersonal skills, she deals with people internally as
       well as externally; patience; flexibility, because of the many interruptions everyday;
       multitasking; detail oriented; and the ability to prioritize.

3. What is the most enjoyable part of your job?
    She likes to be a caregiver, and in her job she takes care of people and makes sure
     that everything keeps going smoothly; she is essential to making everything work
     well, so she is helping the staff constantly. Also, she said that Administrative
     Assistants are usually unappreciated, but her boss appreciates her and has a pretty
     good understanding of what she does.
                                                                                                14
4. What is the most difficult part of your job?
    There are many training and classes that she is allowed to attend, but she never has
     time to attend them; there are many interruptions everyday that she has to deal
     with, which is frustrating; faculty doesn’t know all she does “behind the scenes”

5. What tasks do you perform?
    Schedules classes for faculty; hires TAs and a student assistant; payroll and
     travel/other reimbursements; event planning; paperwork for new hires; submit ads
     for jobs; yearly budget; and creates reports when requested.

6. How many hours do you work each week?
    Well above 40, but she doesn’t get paid extra for staying.

7. What training have you received?
    She worked as the senior secretary in the Accounting department before this job, so
     she got to see some of the things that the previous Administrative Assistant did,
     however she mainly taught herself. She said it’s a continuous learning process
     because there is constant change and no real time for training.

8. What previous working experience applies to this position?
    She has worked for all levels of school (elementary, middle, high, college, and now a
     university); as a corrections officer and a bartender, which helped her to learn how to
     better deal/communicate with people; CPA & Law firm secretary. She said that pretty
     much any job that is constantly busy and has variety where you are working with
     other would be helpful.

9. What education, if any, is required for your job?
    When she was hired you either needed a bachelor’s degree or 3-5 years of
     experience.

10. What software do you need to know how to use?
     She uses the internal payroll and time scheduling software as well as all of Microsoft
      office. She wishes she knew how to use access better though.
11. Who are you supervised by?
     She is the assistant to the department chair, but she is given tasks by all of the
      accounting faculty.

12. Are there any physical demands in your job?
     She occasionally has to move cases of wine and/or beer to events, and her office is
       not ergonomic.

13. What are your working conditions like?                                                             15
     She said that her job sometimes gives her mental stress because of the nature of
      wanting to help people and not always being able to and due to the fact that not
      everything works out. (Observation – Her office was very cramped.)

14. Does your job require you to be flexible?
     Absolutely because of the constant interruptions she constantly has to re-plan her
       day because other things have taken priority. Usually people give her a few days to
       complete something, but every once in a while she will get a task that someone
       needs done in the next few hours.

15. Is there an opportunity for promotion?
     Not anymore, she was a Sr. Secretary, so she already moved up to as high as she can
         go (without a bachelor’s degree).

16. What is something you do for your job that you didn’t expect you would do?
     Sometimes faculty will ask for weird stuff (e.g., she was once called and asked for
      help from a professor to close the shutters in a classroom in Blamer because he
      couldn’t do it.). She has been sent to the grocery store before to buy stuff for the
      receptions.

17. Other comments:
     Training is really important; she started a manual for whoever has her job after her,
       but hasn’t had time to complete it. Because of the budget cuts when the Sr. Secretary
       left they didn’t rehire someone, so she is doing two jobs. She is a problem solver and
       a jock of all trades. She thinks it’s odd that there is no cross training: “If I die in a car
       crash tomorrow no one would know how to do my job.”


Please see Appendix C for the Administrative Assistant Job Description.
                                          16




                                 UNIT 3

                RECRUITMENT STRATEGY




Administrative Assistant Applicants
     To develop the employer strategy, it is important to understand what our applicants will
     find when looking for an administrative assistant position on the internet. That is why we
     have done some research on the labor market for “administrative assistant” position in
     Las Vegas, Nevada.

             Monster.com displays only 11 search results. Among these results, 7 were displayed
              in the last 14 days26
             Lasvegas.jobs displays only 13 search results27
             Lasvegas.craigslist.org displays 15 offers dated on November the 9th 28
                                                                                                                                17
     Careerinfonet.org, evaluates 390 executive secretaries and administrative assistant job
     openings29 per year in Nevada State. In Nevada, careerinfonet.org evaluates an increase of
     29% in job openings for this position, which ranks Nevada State first in the US, 30 but this
     data needs to be interpreted carefully. Indeed, these trends were estimated in 2006, before
     the current crisis. So the current accurate number of job openings must be lower than the
     390 announced.

     At the same time, Nevada’s unemployment rate ranks among the highest in the country. In
     September 2009, employment rate was evaluated by the BLS at 13.3%31 (US’ rate = 9.5%32).

     From an employer’s point of view, even if the trend in the next decade is optimistic for
     administrative assistant positions in Nevada State, the current situation gives employers the
     power. There is currently a labor market surplus (more administrative assistant applicants
     than open positions).

Relevant Labor Market

26
 "Administrative assistant Jobs in Las Vegas, NV | Monster.com." Find Jobs: Search millions of jobs now |
   Monster.com. Web. 15 Nov. 2009.
   <http://jobsearch.monster.com/Search.aspx?brd=1&q=administrative%20assistant&cy=us&where=Las%20Vegas%2C%20NV&rad=20&ra
     d_units=miles&qlt=1261749&qln=648627&lid=541&re=130#brd=1&pp=100&dv=1&pg=1&q=administrative%20assistant&cy=us&where=L
     as%20Vegas%2C%20NV&rad=20&rad_units=miles&qlt=1261749&qln=648627&lid=541&re=95>.
27
   "LasVegas.jobs - o-administrative assistant jobs in las.vegas, nv." LasVegas.jobs - Find jobs in las.vegas, nv. Web.
     15 Nov. 2009. <http://las.vegas.nv.us.jobs/o-administrative.assistant>.
28
   "Las vegas admin/office jobs classifieds - craigslist." Craigslist: las vegas classifieds for jobs, apartments,
     personals, for sale, services, community, and events. Web. 15 Nov. 2009. <http://lasvegas.craigslist.org/ofc/>.
29
  "Occupation Profile - America's Career InfoNet." Welcome to America's Career InfoNet. Web. 15 Nov. 2009.
     <http://www.careerinfonet.org/occ_rep.asp?optstatus=011000000&soccode=436011&id=1&nodeid=2&stfips=32&search=Go>.
30
  "America's Career InfoNet: Occupation Information - Employment Trends Comparison." Welcome to America's
     Career InfoNet. Web. 15 Nov. 2009.
     <http://www.careerinfonet.org/carout3.asp?optstatus=011000000&id=1&nodeid=2&soccode=436011&stfips=32&jobfam=43&order=Per
     cent>.
31
   "Local Area Unemployment Statistics Home Page." U.S. Bureau of Labor Statistics. Web. 15 Nov. 2009.
     <http://www.bls.gov/lau/home.htm>.
32
  "Public data." Google. Web. 15 Nov. 2009.
     <http://www.google.com/publicdata?ds=usunemployment&met=unemployment_rate&tdim=true&q=unemployment+statistics#met=un
     employment_rate&tdim=true>.
     Zappos headquarters are in Las Vegas, Nevada, and their tech support in Shepherdsville,
     Kentucky. Zappos recruits their potential employees locally (in Las Vegas), but also uses
     nationwide social networking sites to post jobs. Applicants for lower level positions are not
     reimbursed for travel and relocation expenses, so although the jobs are technically posted
     nationally, mainly local applicants apply.

     Zappos is looking for someone who is the best fit for the corporate culture. In other words,
     if your performance is great, but you don’t fit the company’s culture, you should not work
     for Zappos. By recruiting its employees through internet applications such as Twitter,
     Facebook, and MySpace, Zappos is using the most cost-effective way to share the corporate                                      18
     culture while finding the best talented applicants. Other than internet recruiting, Zappos
     also does local recruiting at public job fairs and uses Monster.com to recruit talented
     applicants.

Recruiting Methods
     With the unique culture Zappos has, we suggest that an innovated hiring strategy be used.
     We plan to target prospective team members in an efficient and cost-effective way mainly
     through social networking sites (Facebook, Myspace, and Twitter33) and local hiring
     (Moster.com and job fairs).34 (See Appendix D for the recruiting and advertising budget.)

     Twitter:
        Many of Zappos’ 1,600 employees use twitter to communicate with potential applicants
        by posting comments about their daily life at Zappos, as well as raising awareness of
        Zappos’ existence, brand, and values. There are many job recruiters who use Twitter to
        network with potential candidates. Before contacting a recruiter via Twitter the
        candidate can see a link to the Zappos recruiting website in order to get more
        information about Zappos.31 The Zappos twitter account can be used to post job
        openings with a link to their website where the application is.

     TweetMyJobs:
        By following the Zappos.Tweetmyjobs and visiting the website, job hunters can be
        informed and interact with the recruiter in a timely manner. “This is a very simple and
        free tool for job seekers. The applicants can subscribe to desired job channels and even
        have new openings automatically sent to their mobile phone.” The applicants can also
        be notified of jobs in their preferred locations.32




33
   Twitter for Talent: Zappos’ use of social networking to attract and engage employees. Nov, 13 2009. Retrived
     from <http://www.wikinomics.com/blog/index.php/2009/05/26/twitter-for-talent-zappos-use-of-social-networking-to-attract-and-
     engage-employees/>
34
   Zappos.com Selects Jobvite to Cost-Effectively Power Talent Acquisition. Nov, 13 2009. Retrived from
     <http://www.jobvite.com/recruit/news/press-releases/pr/zappos-selects-jobvite-applicant-tracking.html>
       Additional Social Networking Websites:
          In addition to Twitter, Zappos currently uses free online applications such as Facebook
          and Myspace to email job postings and invitations to the members of their network.
          They can also post openings on their Myspace and Facebook pages. We believe this can
          help to find applicants that are a better fit with the corporate culture, since they are
          already a “fan” or “friend” of Zappos.

       Local Recruiting:
          Another recruiting strategy we have chose to use is attending public job fairs in Las
          Vegas to share the Zappos culture, new job openings, and to recruit local labor forces. In                19
          order to inform the interested group of applicants, Zappos posts advertisement flyers in
          universities and public places to inform the potential applicants (see Appendix E for the
          flyer).

       Monster.com:
         Lastly, we suggest that Zappos post the Administrative Assistant position on
         Monster.com in order to advertise the position to applicants looking for an
         administrative assistant position at any company, not just at Zappos. Monster.com is a
         very commonly known job-posting site that is likely to be used by many candidates.35

EEO Engagement

       Diversity.com:
          Diversity.com is a job recruiting website for job seekers with diverse backgrounds. The
          service they provide is easy to use and affordable, and they help companies to promote
          diversity.36 By posting ads here, Zappos can recruit more applicants from diverse groups.

       Disaboom.com:
          Disaboom.com is a job-matching (resume and job-posting) site geared towards
          recruiting applicants with disabilities.37 We suggest using Disaboom.com in order to
          better advertise our job and to increase diversity in the work environment.




35
     "Buy A Job Posting." Monster.com, 4 Dec. 2009. Web. 4 Dec. 2009. <http://hiring.monster.com/recruitment/Job-
       Postings.aspx#>.
36
   Diversity.com: The leader in minority executive jobs and diversity recruiting solution. Web. 15 Nov. 2009.
     <http://www.diversity.com//>.
37
   Search Jobs For People With Disabilities - DisaboomJobs. Web. 15 Nov. 2009. <http://www.disaboomjobs.com/>.
                                                             20




                                       UNIT 4

                       SELECTION STRATEGY




Flow Chart of Selection Process.
(See below for a more detailed explanation of the process)
Step 1                   Step 2                  Step 3
• Job Application        • Phone Interview       • "Wonderful"
  Blanks (electronic     • 66.7% will continue     Personnel Test
  online submission)                               • 75% will continue
  • 50 apps accepted
  • 60% (if
    qualified)will
    continue
                                                                         21
Step 4                   Step 5                  Step 6
• Reference Check        • Work Sample Test      • Confirmatory Drug
  • 66.7% will             • 30% will continue     Test
    continue                                       • 100% will
                                                     continue




Step 7                   Step 8                  Step 9
• Structured             • Criminal              • Job Offer to 1
  Interview                Background Check        candidate
  • 33% (1 person)                               • Orientation
    will will be hired                           • Training




Step 10                  Step 11
• Orientation            • Trial Period
• Training
Selection Tests and Other Devices
        At any point in the selection process if there is a tie between candidates, we will look at
        the scores from each of the previous parts of the selection process to make a decision.
        (See Appendix F for an Assessment of Key Competencies.):

     Job Application Blanks:
        Our method for gathering preliminary information is an online application that can be
        found on the Zappos website. (see Appendix G for a print version of our application)
        Zappos is an online retailer; therefore all applicants are required to be computer and
                                                                                                               22
        internet knowledgeable. The candidate that becomes the administrative assistant will
        be using the internet many times, almost constantly throughout the day, so it is
        necessary to have some knowledge of internet usage and navigation. The application
        blank method was chosen over the resume screening method because we wanted to
        have a technical way of applying for the position as a kind of self-selection.38

        We will accept the first 50 applications that are submitted online before we close the
        job. Out of those 50, we are expecting 30 applicants to become candidates for the
        administrative assistant position. Although there is currently a market surplus, we
        believe that some of the applicants will be over qualified causing them to be only
        interested in a job, not necessarily a long-term job at Zappos.

        Two members of our team reviewed each of the 50 applicants. There were two criteria
        we used to either cut or accept applicants: (1) experience, minimum of 3 years of
        experience as an administrative assistant/secretary and (2) computer skills, knowledge
        of Microsoft Office skills (possibly listed WPM). If the applicant did not meet both of
        these criteria, they received a “No” and were cut. If the applicant did meet the two
        criteria above, they were also required to meet at least one of the following criteria: (3)
        education, some education listed (HS diploma, GED, secretary courses, etc.) and (4) job
        consistency, long periods of time spent at jobs and no large unexplained gaps. If the
        candidate met all four of the criteria they received a “Yes,” and if they met 3 of the 4,
        they received a “Maybe.” If the candidate has a “Maybe” they continue on in the
        process, but this rating could hurt them if they are at (not above) a cut off point for a
        future test. If there is an exceptional applicant they received a “Yes+.” If there is a
        disagreement between the two ratings given to an applicant, the two raters will explain
        their reasoning for their rating and the two will then come to an agreement on the
        status of the applicant.

     Phone Interview:
        The 30 candidates that go through the application blank screening will have a phone
        interview next. The phone interview will help us to separate the “OK” candidates from
38
  In reality we screened the resumes that were on Blackboard and could not do a job application blank hurdle
because we had moved on to the second step of our process when we found out how to go about collecting the
scores for a job application. In the future we would be sure to do both steps as separate hurdles.
   the good candidates. It will also help us to distinguish between the candidates that list
   interpersonal skills on their resume and those who can actually communicate well on
   the phone. Phone interviews can help to separate the candidates that are genuinely
   interested in Zappos versus those that just want a job.

   The questions asked during the phone interview are as follows:

          Tell me about your previous job experience.
          Why did you decide to seek new employment?
          Are you familiar with Microsoft Office 2003 and 2007? What is a project you            23
           have used the Microsoft Office programs for?
          Why do you want to work at Zappos?

   Each of the questions will be scored on a scale of 0 to 2: 0= does not meet expectations
   (did not fully answer the question/answer does not satisfy us), 1= meets expectations
   (answers the question completely), and a 2=exceeds expectations (fully answers the
   question with a detailed reason or example). Up to 2 extra points will be given for
   exceptional communication skills, making a perfect score a 10. We will eliminate 10
   candidates in this step.

“Wonderful” Personnel Test:
  There is a certain level of basic knowledge that is required for this job in order to
  communicate effectively with other employees. This test will help us to determine who
  does not have the “g” knowledge needed for this job. We have chosen to use the
  “Wonderful” personnel test because it is cost effective and quick. The test is very
  reliable and has a validity coefficient of .52 for administrative assistant jobs. In order to
  save money and improve efficiency in our reference check hurdle, we will have 15
  candidates continue to the next step of the selection process. We will have two
  scheduled times that applicants can come take the test. We will administer it at Zappos
  headquarters in one of the conference rooms.

Reference Check:
   We need to know that they future employee will be reliable. One way to find this out
   (other than hiring them and observing) is to ask previous employers. We chose to do a
   reference check because we need some way to verify the information that the
   candidate is giving us about their previous work experience. We understand that
   previous employers will have a tendency to exaggerate the performance of the
   applicants, but we feel that a reference check is still important in order to check the
   honesty of the applicant.

          What were the dates that __________ was employed under you? What were the
           main tasks of him/her?
          Does _______ qualify for rehire?
          Do you have anything else you would like to add?

   The questions will be scored as whole: As long as the answer to the first question is
   consistent with information the candidate has provided us with and the second answer
   is a “yes” the candidate will receive an “A” for acceptable, if not the candidate will
   receive a “U” unacceptable. If there is positive, neutral, or no feedback given the
   candidate will still receive an “A,” however, if the feedback is negative, the candidate
   will receive a “U.” We will eliminate 5 candidates at this step, leaving 10 for the next
   Hurdle.
                                                                                                     24
Work Sample Test:
  This test relates to many of the key functions that an administrative assistant will
  complete at Zappos (managing a multi-line phone and receiving multiple
  communications daily (email, phone, IM, etc.), organizing documents as requested). In
  the test, the 10 remaining candidates will have to respond to emails and phone calls
  that will be evaluated based on three criteria: timeliness of the response and the level of
  courtesy towards other employees (internal customers).

          One of the emails that the candidates will receive will be a message with an
           excel spreadsheet attachment. The spreadsheet will have a table that the
           candidates must make a graph of using excel.
          Another email they will receive will have a link to a website with an article about
           marketing strategies (because the hired candidate will be in the Email Marketing
           Department) that will need to be summarized using Microsoft Word.
          The candidates will also receive a phone call asking them to schedule a meeting
           using Microsoft Outlook.

   At the simulation, the candidates will also complete a typing test.

   We have chosen to do a work sample test because we think it is the best way to really
   see how well a candidate can perform some of the key functions of the job of an
   administrative assistant. The test has a validity coefficient of .52 and is very reliable. This
   test will be a great way to evaluate if a candidate has what it takes to offer “WOW
   Service” towards internal customers. We will only have 3 candidates go on to the next
   step (which they should pass, and then on to the interview) because the cost of the
   interviews is around $100/person. We will administer this test at Zappos headquarters
   in one of the training computer labs (each station also has a phone).

Confirmatory Drug Test:
   Zappos is a drug free work place, so a drug test is required for all candidates before they
   can be offered a position. We have placed the drug test at this point in the selection
   process in order to cut costs so we can use the more reliable method. We hope that
   everyone will pass this drug test, so we are not planning on losing anyone in this step of
   the process. This drug test will be conducted at a lab or doctors office that is qualified to
   take the sample required for the drug test. Once we have the results from the drug test,
   we will schedule the Interview day.

Structured Interview:
    Because culture is so important at Zappos, this interview is to assess the culture fit of
    the three candidates, not the technical skills and abilities. From this interview we will
    evaluate who would be the best fit for the Zappos culture. We will have situational and
    behavioral interview questions, and because we only have one opening for an
    administrative assistant we will only hire one of the three remaining candidates. (see
    the interview questions below). The interview day will consist of the interview with the     25
    hiring manager and an HR professional as well as a tour of Zappos headquarters. The
    hiring manager will be present at the interview to give input about his ability to work
    with each candidate. Although the HR professional will have the final say in the decision,
    the input from the manager will be highly valued.

   Questions:
      At Zappos.com, the core values are so important that we felt the interview questions
      should address them. Each of the questions will be scored on a scale of 0 to 1: 0=
      does not meet expectations (did not fully answer the question/answer does not
      satisfy us), 0.5= meets expectations (answers the question completely), and a
      1=exceeds expectations (fully answers the question with a detailed reason or
      example). There are 10 questions, making 10 a perfect score.

       1. Describe a situation from a previous job you’ve held in which you had to deal
          with a particularly difficult customer/coworker. How did you respond?
       2. Describe a time at work when you went above/beyond someone’s expectations?
       3. Describe a situation where you had to learn something difficult.
       4. Describe how you would deal with the following scenario:
          a. You’ve just overheard a co-worker bad-mouthing another co-worker. OR
          b. Your supervisor tells you that they are not giving your co-worker, who is a
             close friend of yours, a promotion and that you will be getting the
             promotion.
       5. Describe a situation at work where you had to be a part of a team?
       6. What are your best characteristics?




       7. What is the most you would ever do to make someone happy?
                           (This question is a meter for how familiar a candidate is with Zappos.com’s
                           policy to “do whatever it takes to make you happy”.39)
                 8. What has been your favorite job so far? What made it better/more enjoyable
                    than the rest?
                 9. Tell me about a time when you had to chose between working on a few
                    assignments and how do you solve this problem?
                 10. What is a mistake you made in the workplace and how did you deal with it?

            After the interview the two interviewers will compare scores (the score given to each                             26
            applicant will be the average of the two total scores). Once final scores are calculated
            the two will discuss the 3 candidates and make a decision on who will be offered the
            position.

       Background Check:
          The job offer will be made after the candidate passes a criminal background check
          (through Intelius). This is necessary for an administrative assistant position because
          there is a lot of valuable information that could be taken advantage of in the office that
          the new hire will have access to. The background check will be a statewide theft and
          violent crime check; it costs $39.95.40




39
     http://blogs.harvardbusiness.org/taylor/2008/05/why_zappos_pays_new_employees.html Accessed on 11/17/09 at 8:34PM PST.
40
     https://www.intelius.com/purchase.php
                                 27




                  UNIT 5

             COMPENSATION PLAN




Pay Policy
       We suggest a pay policy designed to be balanced between direct and indirect compensation
       that will leave room for relational returns.

       Direct Compensation:
           As Zappos HR team, we want to focus more on other kinds of compensation and
           benefits than cash. Our strategy is not to lead the market. What will differentiate us
           from our competitors in the labor market and what will attract the best applicants are
           the benefits and Zappos culture, which are almost impossible to find somewhere else.

       Indirect Benefits and Other Services                                                                             28
           Indirect benefits and other services represent a major component in Zappos Total
           Compensation. In the 2009 Fortune ranking for the 100 best companies to work for,
           Zappos appears among “the 15 companies on this year's list [which] pay 100% of their
           employees' health-care premiums”41. Zappos provides its employees with a 100% health
           care coverage, which represents a huge competitive advantage on the job market.42
           (See below for a more detailed explanation of the benefits we suggest and the cost.)

       Relational Returns:
          Zappos is proud to attract and retain people by benefits instead of direct pay. Zappos,
          through the implementation of its core values (“be humble”, “build a positive team and
          family spirit”, “create fun and a little weirdness”), focuses on creating an enjoyable
          work environment where the employees’ statuses do not create gaps (the CEO’s desks
          is located in a cubicle as any other employee’s desk). Employees are encouraged to
          express their creativity and to organize and participate in fun events. For example, the
          Zappos Halloween party illustrates the spirit of the Zappos family. Being part of this
          family and its adventures are part of the benefit of being a Zappos employee.

Administrative Assistant Salary in Las Vegas Area
       Zappos.com is located in Henderson, Nevada about 10 minutes from the Las Vegas strip.
       The average annual salary of a retail associate in Henderson, NV is $26,000. 43 This figure has
       shown a downward trend since June 2008 indicating that the average salary may only reach
       $28,06844 (about $13.50/hour) by 2010. This figure does not include benefits. Since more
       compensation information is needed, O*Net was reviewed next. O*Net revealed that Las
       Vegas pays $1.92 per hour more, over the US average, for Secretaries (see Appendix for H
       for O*Net salary table). Zappos.com offers salaries 3% below the industry average.45

41
     100 Best Companies to Work For - Best Benefits: Health Care. Fortune. Web. 26 Nov. 2009.
       http://money.cnn.com/magazines/fortune/bestcompanies/2009/benefits/
42
     100 best companies to work for 2009. Fortune. Web. 25 Nov. 2009.
       http://money.cnn.com/magazines/fortune/bestcompanies/2009/snapshots/23.html
43
   "Retail Associate Salaries in Henderson, NV - Free Salary Search | Indeed.com." Job Search | one search. all jobs.
     Indeed. Web. 28 Nov. 2009. <http://www.indeed.com/salary/q-Retail-Associate-l-Henderson,-NV.html>.
44
   2010 Figure found by adjusting $26,000 by annual salary growth rate of 3.9%.
45
   "Zappos.com Reviews | Glassdoor.com." Glassdoor.com - Company Salaries and Reviews. Web. 27 Nov. 2009.
     <http://www.glassdoor.com/Reviews/Zappos-com-Reviews-E19906.htm>.
        However Zappos.com offers 100% employer paid medical coverage, bonuses, paid time off
        and 401K to all full-time employees.

        Henderson (Las Vegas), NV
        $28,068 – Average retail salary (2010 adjusted salary at 3.9% growth rate)
        $35,624 – Median Secretary Salary O*Net (2010 adjusted salary at 3.9% growth rate)

        An analysis of this information (with the 3% lower than industry average rate) leads to the
        following base salary range: $13.09/hour - $16.61/hour ($27,225 – $34,555 annually).
                                                                                                                          29
 Benefits Recommended
        Besides the basic salary and employment tax, employee benefits range from 1.25 to 1.4
        times base salary range.46 In order to determine what benefits to offer we looked at what
        other online shoes retail companies offer: From the 3 Zappos’ similar industries -
        competitors are: Brown Shoe.com, DSW Online Shoe Stores, and Foot Locker.com:

Company              Insurance offered                           Life &        401(K) Retirement   Paid       Discounts
                                                                 Disability                        time off
                                                                 Insurance
Brown                medical, dental, and vision (with           Yes – both    Yes    Yes          Yes        Yes
Shoe.com 47          prescription coverage plan)

DSW.com 48           medical, dental, and vision                 Life only     Yes                 Yes        Yes
Foot                 medical, dental, and vision (with           Yes – both    Yes    Yes          Yes        Yes
Locker.com 49        prescription coverage plan)
Zappos.com           100% coverage of medical, dental            Yes – both    Yes    Yes          Yes        Yes
                     and vision


        There are two reasons why Zappos should provide an extremely well rounded benefit plan:
             1. Zappos is a people orientated organization. In such an employee driven working
             environment, Zappos wants the best for its people. In addition, the number one core
             value in Zappos is to make their customers happy. In order to achieve this goal, Zappos

 46
    “How much an employee cost” – Joe Hadzima. June 2009. Wed 05. Dec. 2009 <http://web.mit.edu/e-
      club/hadzima/how-much-does-an-employee-cost.html>.
 47
    Our Benefit. Brown Shoe Career Website. Web. 05.Dec. 2009 <http://www.brownshoe.com/careers/benefits.asp>.



 48
      DSW company profile. Web. April. 2008. Retrived 05.Dec. 2009 from <http://nyjobsource.com/dsw.html>.



 49
      Personal Investments. Footlocker. Web. 29 Nov. 2009.
        <http://footlocker.hireengine.net/content/index.cfm?content_id=153>.
         needs to make its employees, who directly working with the costumers, feels happy,
         safe, and well taken care of by the organization.
         2. Zappos’ similar industry competitors are all providing well-packaged benefit plans.
         Therefore, in order to keep the best employees, Zappos should provide a competitive
         benefit package to keep and attract the best-fit people to the organization.

Division of Pay and Benefits
     Zappos puts much effort into making the working environment enjoyable, and because of
     this they reduce base salary slightly. According to Salary.com, the average portion of the
                                                                                                                                   30
     base salary for an administrative assistant in Las Vegas is 71.6%; however, we have decided
     to spend more on benefits than base salary, so we recommend 68%. Zappos 100% health
     care coverage makes it stand out from its competitors. Therefore, we recommend 14% of
     total payment to be insurance benefits; 3.1% higher than the average. Some research says
     the more vacation time employees have, the more productive they’ll become.50 Therefore,
     Zappos employees will have more paid time off than the average, 10% instead of 9.5%.
     Additional benefits of working for Zappos: 10% discount on all regular priced Zappos
     merchandise, free lunch, 24/7 vending machines,51 and disability insurance, which account
     for the remaining 0.7% of the total salary. Since we are filling a position for an
     Administrative Assistant there will be no reimbursement for moving expenses or signing
     bonus given.

      Benefit                             Zappos % of Total % above or below average %
      Base salary                         68%                 3.6% below
      Bonuses                             1.3%                same
      401(k) & Pension contributions      6%                  same
      Healthcare                          14%                 3.1% above
      Paid time off                       10%                 .5% above
      Other (disability, discounts, etc) 0.7%                 same
      Total                               100%                0%
     (see Appendix I for explanation of how we arrived at these numbers)

Cost
     Based on the percentages listed above for the breakdown of base pay and other benefits
     and based on our hourly wage range, one can see that the base salary for an average
     administrative assistant ($14.85/hour) for one year would be about $30,890 and would be
     about $49,030 total (with benefits).


50
   "Longer Paid Vacation Time - Does It Result in Higher Worker Productivity?" EzineArticles Submission - Submit
     Your Best Quality Original Articles For Massive Exposure, Ezine Publishers Get 25 Free Article Reprints. Web. 27
     Nov. 2009. <http://ezinearticles.com/?Longer-Paid-Vacation-Time---Does-It-Result-in-Higher-Worker-Productivity?&id=255297>.
51
   Current Employee, "Zappos.com Reviews." Zappos.com Reviews. 18 May 2008. Web. 28 Nov. 2009.
     <http://www.glassdoor.com/Reviews/Zappos-com-Reviews-E19906.htm>.
31
                           32




         UNIT 6

FINAL SELECTION DECISION
Selection Decision
   We chose to offer Richard Anderson the Administrative Assistant position at Zappos and he
   has accepted (see Appendix J for the Job Offer letter). We chose Richard because he
   performed very well on each step of our selection process. Also, he seemed to have great
   person-org fit with Zappos during the structured interview, which is very important because
   the value of org culture at Zappos. (Appendix K has detailed reasoning for cuts made at each
   stage of the selection process can be seen.)

Cost Analysis                                                                                     33
   Below are our budgeted and actual costs for the selection process. As you can see we stuck
   pretty close to the budget, and only went over by $110. The total cost was 1644.95 for 50
   applicants, which gives us an average cost of $35.10/applicant and a cost of $264.95 for
   Richard Anderson because he was the only candidate to go all the way through the
   selection process.

                      Cost/     Expected # of Budgeted    Actual # of Actual    Amount
Hurdle Name           candidate Candidates    Amount      candidates Amount     Over/Under
Job Application Blank    $5.00*            50    $250.00           50   $250.00       $0.00
Phone Interview          $10.00            30    $300.00           26   $260.00      $40.00
"Wonderful"
Personnel Test            $5.00            20    $100.00           20   $100.00       $0.00
Reference Check           $5.00            15      $75.00          17    $85.00      $10.00
Work Sample Test         $40.00            10    $400.00           12   $480.00      $80.00
Confirmatory Drug
Test                     $60.00             3    $180.00            4   $240.00      $60.00
Structured Interview    $100.00             3    $300.00            3   $300.00       $0.00
Criminal Background
Check                    $39.95             1      $39.95           1    $39.95       $0.00
               TOTAL    $264.95                 $1,644.95             $1,754.95     $110.00
* It took each reviewer about 2 hours to go through 20 applicants (about 6 minutes each = 12
minutes per applicant), so the cost was about $5 per applicant (at an hourly rate of $25).
           34




APPENDIX
Appendix A
Figure 1: Gender repartition: comparative data between Zappos’ workforce and Nevada
State52
         Office and clerical workers gender repartition in Nevada
                                   State


                                   24%                     Men


                       76%                                 Women


                                                                                       35
            Administrative support gender repartition at Zappos


                                                           Men

                                    20%
                                                           Women


                         80%



Figure 2: Race and color repartition: comparative data between Zappos’ workforce and
Nevada State60

      Office and clerical workers race and color
             repartition in Nevada State
 RACE AND COLOR             #          PERCENTAGE
 ALL EMPLOYEES                64,778             100%
 WHITE                        37,201              57%
 MINORITY                     27,577              43%
 BLACK                         7,866              12%
 HISPANIC                     10,546              16%
 ASIAN                         6,682              10%
 AMERICAN INDIAN                 584               1%
 HAWAIIAN                        892               1%
 TWO OR MORE RACES             1,007               2%
 Administrative support race and color repartition at
                        Zappos
 GENDER                     #          PERCENTAGE
 ALL EMPLOYEES                    50             100%
 WHITE                            25              50%

52
     www.eeoc.gov. U.S. Equal Employment Opportunity Commission. Web. 23 Nov. 2009.
      <http://archive.eeoc.gov/stats/jobpat/2007/state/Nevada/index.html>.
 BLACK                            15             30%
 HISPANIC                         10             20%



  Office and clerical workers gender repartition in
                    Nevada State
       GENDER               #        PERCENTAGE
 ALL EMPLOYEES             64,778             100%
 Men                       15,530              24%
 Women                     49,248              76%                                               36
   Administrative support gender repartition at
                       Zappos
       GENDER               #        PERCENTAGE
 ALL EMPLOYEES                  50            100%
 Men                            10             20%
 Women                          40             80%




Appendix B
Additional Sources used for writing job description

   1. O*NET: http://online.onetcenter.org/link/summary/43-6011.00. Accessed on
      11/07/2009 at 4:18PM PST.
       We used this for general occupation descriptions including summary, details, and
          other titles used.
   2. Video: "Zapponians on ABC Nightline"
      http://www.youtube.com/watch?v=tFyW5s_7ZWc&feature=player_embedded Accesse
      d on 11/07/2009 at 6:56PM PST.
           This source was used to get a better understanding of the Zappos culture and
              how that would fit in to an Administrative Assistant position.
   3. Participant Observation
           Two of us in the group (Renata and Julie) worked in office settings as Assistants,
              so some of the job description comes from our own on the job experiences (e.g.,
              organize documents as requested, order and stock office supplies as needed,
              arrange travel and events, etc.)
Appendix C

ZAPPOS’ JOB DESCRIPTION:
       1. Identification

       Job Title: Administrative Assistant
       Alternative Title: Executive Secretary         Date: November 2, 2009
       Department: Email Marketing Division
       DOT Job Code: 169.167-010                                                                          37
       EEOC Category: (4) Executive Secretaries and Administrative Assistants

       2. Job Summary

       Organizes documents as requested. Receives multiple communications daily (email, phone,
       IM, etc.). Produces internet media. Orders and stock office supplies as needed. Manages
       multi-line phone. Completes billing requests. Participates in ongoing training of self and
       others. Arranges travel and events.

       Zappos.com, Inc. is an equal opportunity employer and drug free workplace. 53

       3. Supervision

       A. Supervision Received:

       Overall Supervision: Worker receives overall casual supervision but is responsible for
       determining work procedures within a broad area of operations.

       B. Supervision Given

       Coaching: With the emphasis on mentoring, many workers have assigned responsibility to
       mentor other employees. For example, mentors in a call center were available to answer
       employee questions. Coaching may also include training of new workers. Coaching may also
       relate to services provide to customers. You may coach patients or their families.

            1. Number of departments supervised:
               a. n/a
            2. Number of workers supervised:
               a. 2-4 employees at anytime as assigned by Email Marketing Supervisor for the
                   purpose of training. No hiring and firing authority.
            3. Job titles held by employees who are supervised:
               a. New hires

53
     <http://about.zappos.com/jobs/jobs-zappos/las-vegas-nevada>. Accessed on 11/07/2009 at 7:02PM PST.
     4. Critical Functions and Tasks

     1. Organizes documents as requested (20%)
        a. Enters detailed data into various computer applications such as Word, Excel, Access,
           CRM, Publisher, etc.
        b. Formats and prints reports, banners, memos, and more as requested
        c. Uses color printer with key pad
        d. Bends to change inks and fill paper trays when necessary
        e. Composes professional letters and emails                                                    38

     2. Receives multiple communications daily (email, phone, IM, etc.) (25%)
        a. Types on computer daily
        b. Prioritizes tasks according to importance
        c. Responds in a timely manner
        d. Documents communications
        e. Solves inquiries in a timely manner

     3. Produces internet media (5%) 54
        a. Uploads and downloads recorded content
        b. Records and edits audio/video
        c. Participates in audio, video podcasts
        d. Publishes to the web

     4. Orders and stocks office supplies as needed (5%)
        a. Records office supply inventory
        b. Fulfills supervisor requests for supplies
        c. Orders vending machine food from vendors
        d. Directs vendors to appropriate locations

     5. Manages multi-line phone (30%)
        a. Answers and transfers calls
        b. Takes messages when needed
        c. Smiles through the phone
        d. Multitasks incoming calls with other work demands

     6. Completes billing requests (5%)
        a. Fulfills office related goods or services requests by supervisor
        b. Verifies and keep receipts for submission
        c. Maintains billings records for your department


54
 This is a function that an Administrative Assistant would not normally do, but at Zappos almost all
employees participate in producing some sort of media (blogs, twitter, youtube videos, etc.).
7. Participates in ongoing training of self and others (5%)
   a. Administers training to others when requested
   b. Shadows and/or is shadowed
   c. Offers feedback to new hires

8. Arranges travel and events (5%)
   a. Prospects airline, hotel, and car rental prices
   b. Books travel arrangements
   c. Reserves event venues
   d. Arranges catering/food though vendors                                             39
   e. Submits expense report with required documents

5.   Training and Experience

A. Previous Job Experience desired and/or necessary:
    Previous experience as a administrative assistant/secretary (3-5 years) required

B. Schooling and Training:
     Secretarially training and certifications preferred

C. On-The-Job Training:
    Zappos.com Company Culture
    Use of social networking websites
    Ongoing training and opportunities

6. Key Competencies

A. Know How
   a. Minimum 40WPM
   b. Computer applications such as Microsoft Office
   c. Ability to multitask and prioritize
   d. Knowledge of online social networks like Facebook, MySpace, and Twitter
   e. Ability to laugh at oneself/sense of humor a must

B. Adaptability
   a. Understanding of multi-line phone preferred but not required
   b. Solid organizational skills
   c. Knowledge of Customer Service preferred

C. Creativity
   a. Appreciate or have a unique personality
   b. Creativity preferred
     7. Working Conditions (specify % of time exposed to conditions)


     95% Inside                    N/A Moving Objects                         50%    Deadlines
     N/A Vibrations                N/A Low Temp                               N/A    Radiation
     N/A Odors                     N/A Poor Ventilation                       50%    Crammed Work Area
     N/A High Voltage              5% Heights                                 5%     Overnight Travel
     N/A High Temp                 N/A Slippery Floors                        N/A    On Call Status
     N/A Fumes                     N/A Bodily Fluids                          20%    Varied Shifts                   40
     N/A Noise
     8. Physical Demands (Specify Percentage of Time)



     5% Lifting                                              70%    Repetitive Motion
     5% Carrying                                             N/A    Pulling
     10% Bending                                             80%    Sitting
     N/A Pushing                                             95%    Close, Detail Work
     20% Standing
     9. Relation to other jobs

     A. Promotion From: Promotions are generally filled from within the organization. The
        supervisor recommends an individual for promotion and the Director of that department
        approves or rejects the recommendation.

     B. Promotion To: Administrative Assistants can assist at higher levels of responsibility or
        across divisions, so there is room for horizontal and vertical promotion. Qualified
        Administrative Assistants can be vertically promoted to Administrative Supervisor or
        Coordinator.

     10. Perquisites Associated with the Office

     a.   Use of free vending machines
     b.   100% Employee provided medical, dental, vision
     c.   Freedom to express your uniqueness
     d.   Ability to attend office costume parties
     e.   Direct access to the CEO (at Henderson property)
     f.   Chance to earn more than the CEO55




55
  Zappos.com CEO, Tom Hseih, currently earns $36,000 annually according to an interview with him that is posted on
YouTube.
Appendix D
Recruitment and Advertising Source                                                                         Total Cost*
Zappos
    Job posting on Zappos website                                                                          $0
Facebook
    Job posting on Zappos Facebook account                                                                 $0
MySpace
    Job posting on Zappos Myspace account                                                                  $0
Twitter                                                                                                                           41
    Job posting on Zappos twitter account                                                                  $0
TweetMyJobs56
    Job posting on TweetMyJobs for 30 days                                                                 $10
Monster.com57
   One job posting on monster.com for the Las Vegas area for 60 days                                       $385
Diversity.com58
    Job posting for 30 days - (main target: High School graduates)                                         $200
Disaboom.com59
    1 posting for 30 days                                                                                  $90
Total:                                                                                                     $685

* We understand that there is a cost to developing media to post on free networking sites and
other job sites. This cost is the salary of the employee producing the media and the cost to create
and maintain the Zappos website.




56
   Tweet my jobs: <http://www.tweetmyjobs.com/pricing>.
57
   "Buy A Job Posting." Monster.com, 4 Dec. 2009. Web. 4 Dec. 2009. <http://hiring.monster.com/recruitment/Job-Postings.aspx#>.
58
   Diversity.com: <http://www.diversity.com/prices.php?action=prices>.
59
   Disaboom.com: <http://board-dev.jobcentral.com/employer/disaboom#>.
Appendix E




             42
Appendix F

         Key Function              Used to   AB   Sc I       WPT    RC   CDT   WS    St I
                                   rank?
   MQ    Organize                    YES      X                                 X
         documents
   MQ    Receive multiple            YES           X          X                 X
         communications daily
   WT    Produce internet media
   WT    Order and stock office                                                             43
         supplies
   MT    Manage multi-line phone     YES                                        X
   MT    Complete billing                                     X
         requests
   WT    Participate in ongoing
         training of self and
         others
   MT    Arrange travel and                                   X
         events
MQ =    Is a minimum qualification                AB     =    Application Blank
MT =    May be acquired through training or on    Sc I   =    Screening Interview
        the job (desirable); preference may be    WPT    =    “Wonderful” Personnel Test
        given to those who posses this            RC     =    Reference Check
        competency                                CDT    =    Confirmatory Drug Test
MA =    Can be accommodated within reason         WS     =    Work Sample
WT =    Will be acquired through training or on   St I       = Structured Interview
        the job; not evaluated in the selection
        process
Appendix G




             44
45
Appendix H
      Wages for Secretaries, Except Legal, Medical, and Executive60
                                  Pay                          2008
      Location
                                  Period 10%          25% Median                      75%        90%
                                  Hourly $8.86 $11.13 $13.96                        $17.32     $20.79
      United States
                                  Yearly $18,400 $23,200 $29,000                    $36,000    $43,200
                                  Hourly $10.82 $13.25 $15.88                       $19.55     $23.69
      Las Vegas-Paradise, NV MSA
                                  Yearly $22,500 $27,600 $33,000                    $40,700    $49,300
                                                                                                          46




60
     "43-6014.00 - Secretaries, Except Legal, Medical, and Executive." O*NET OnLine. Web. 28 Nov. 2009.
       <http://online.onetcenter.org/link/summary/43-6014.00>.
Appendix I
     The table below is the average portion of payment for administrative jobs in Las Vegas, Nevada
     and the recommended portion of pay based on these factors.




                                                                                                      47




                                                                                                61




     The following is the above table without Social Security costs because they come out
     automatically as a porportion of the income the employee makes.

        Benefit                         Median Amount       % of Total
        Base salary                     $37,605             71.6%
        Bonuses                         $695                1.3%
        401(k) contribution             $1,379              2.6%
        Disability                      $383                0.7%
        Healthcare                      $5,722              10.9%
        Pension                         $1,762              3.4%
        Paid time off                   $5,008              9.5%
        Total                           $52,554             100%




61
     http://www.salary.com/
Appendix J




December 4, 2009
                                                                                                                    48
Richard Anderson
1234 Some Street
Henderson, NV 89074

Dear Richard:
                           You’ve WOW-ed us! Now let us WOW you this New Year!
Zappos.com, Inc. is excited to offer you the Administrative Assistant position for which you applied. We
think your talents can grow at Zappos.com. Your start date will be Wednesday, January 2, 2010. Should you
accept our employment opportunity as your New Year’s Resolution, you'll receive the following salary and
benefits package*:
       Salary: $ 14.50 / hour
       100% medical, dental, and vision plan
       401(k)
       Life Insurance
       Stock Options (if the company goes public in the future)
       Pension Plan
       Discount Privileges
       Paid Education or Scholarship Programs
       Free lunch and vending 24/7
To accept this job offer:
 1. Twitter us and/or
 2. Email us and/or
 3. Come in on January 2, 2010 at 9:00AM to receive your Zappos.com introduction and to begin your
     training!
If you choose not to accept this opportunity, then please avoid us because we may be slightly emotional for
awhile. It really hurts to be rejected. But we hope you’ll choose to join our wacky family-like team. Please
feel free to call if you have questions or concerns.

Sincerely,

Human Resources, Zappos
Phone: 702-943-7777



* A benefits packet should arrive in a few days for a more detailed explanation of the benefits offered with this
position.
Appendix K
         Step 1                                                Step 2
Resume                                                         Initial     Cut/   Reason for our decision (cut off =
Number   Decision   Overall Reason                             Interview   Stay   8, then look at resume rating)
                    Doesn’t list (have) Microsoft office
S1         No       skills
S2         No       Lacks relevant experience
                    Meets min qualifications and has
S3        Yes +     customer service experience                   10       stay   above cut off
                    Gaps in resume with no explanation, in
                                                                                                                       49
S4         No       jail???
                    Not interested in the job (applicant
S5         No       wants a Legal secretary job)
S6         Yes      Meets min qualifications                       9       stay   above cut off
S7         Yes      Meets min qualifications                       5       cut    below cut off
                    Doesn’t have all the Microsoft office
S8         No       skills or experience requirement
                    Meets min qualifications and has                              at the cut off, but had a good
S9        Yes +     customer service experience                    8       stay   resume
                    Gaps in resume with no explanation, in
                    jail??? Also, doesn't meet the relevant
                    expereience min qualification, and
                    there are no Microsoft
S10        No       Office/Computer skills listed
S11        Yes      Meets min qualifications                      10       stay   above cut off
                    Gaps in resume with no explanation, in
S12        No       jail???
                    No long term commitment, seems to
S13        No       be a job hopper
                    Meets min qualifications and has
S14       Yes +     customer service experience                    9       stay   above cut off
                    No long term commitment, seems to
S15        No       be a job hopper
                    Meets min qualifications, but doesn't                         at the cut off, but seemed to be a
S16      Maybe      spend much time at each job                    8       cut    job hopper
                    Meets min qualifications, but barely
                    meets the relevant experience
S17      Maybe      qualification                                 10       stay   above cut off
                    Doesn't list (lacks) the years of
S18        No       experience
                    Meets min qualifications and holds
S19       Yes +     jobs for a long time                          10       stay   above cut off
                    Meets min qualifications, has
                    experience arranging travel, and ability
S20       Yes +     to adapt                                       9       stay   above cut off
                    Doesn’t list (have) Microsoft office
S21        No       skills
                    Not interested in the job (applicant
S22        No       wants to live in California)
S23        Yes      Meets min qualifications                      10       stay   above cut off
         Step 1                                              Step 2
Resume                                                       Initial     Cut/   Reason for our decision (cut off =
Number   Decision   Overall Reason                           Interview   Stay   8, then look at resume rating)
                    No long term commitment, seems to
S24        No       be a job hopper
S25        Yes      Meets min qualifications                     7       cut    below cut off
                    Doesn't list (lacks) the years of
S26       No        experience
S27       Yes       Meets min qualifications                     5       cut    below cut off
S28      Maybe      Meets min qualifications                     9       stay   above cut off
                                                                                at the cut off, but had a good
S29        Yes      Meets min qualifications                     8       stay   resume
                                                                                                                     50
                    Meets min qualifications, but may be
S30      Maybe      over-qualified                              10       stay   above cut off
                    No long term commitment, seems to
S31        No       be a job hopper
                    Overqualified for the job, and
                    therefore probably not genuinely
S32       No        interested
S33      Maybe      Meets min qualifications                     7       cut    below cut off
                    Has a 10 year gap in the resume with
S34        No       no explanation
S35        No       Lacks relevant experience
                    No long term commitment, seems to
S36        No       be a job hopper
                    Meets min qualifications and has
S37       Yes +     customer relations experience                9       stay   above cut off
                    Doesn’t have all the Microsoft office
S38        No       skills
S39        Yes      Meets min qualifications                     9       stay   above cut off
S40        Yes      Meets min qualifications                     9       stay   above cut off
                                                                                at the cut off, but probably would
                    Meets min qualifications, but has only                      not fit with the Zappos culture
                    worked in a very structured                                 because of the previous structured
S41      Maybe      environment                                  8       cut    work experience
                    Meets min qualifications and has                            at the cut off, but had a great
S42       Yes +     experience in a "fun environment"            8       stay   resume
                    Meets min qualifications, but might                         at the cut off, but had a good
S43      Maybe      be a bit over qualified                      8       stay   resume
                    No long term commitment, seems to
S44        No       be a job hopper and is overqualified        10       stay   above cut off
                    Meets min qualifications and has
S45       Yes +     customer relations experience
                    Meets min qualifications and is
S46       Yes +     creative                                    10       stay   above cut off
S47        No       Lacks relevant experience
                    Not interested in the job (applicant
S48        No       wants a part time job)
                    Meets min qualifications and has
                    worked in a marketing department in
S49       Yes +     the past                                     9       stay   above cut off
                    Not interested in the job (applicant
S50        No       wants a telecommunications job)
       Step 3                                           Step 4
                          Reason for our decision
                          (cut off = 90, then look at                      average     Reason for our decision
ID                 Cut/   resume rating and             Reference   Cut/   on last     (cut off = 90-92 average,
Code   Wonderful   Stay   previous score)               Check       Stay   two tests   then look at resume rating)
S3        94       stay   above cut off                     A       stay       97      above cut off
S6        85        cut   below cut off
S9        91       stay   above cut off                     A       cut      85.5      below cut off
S11       92       stay   above cut off                     A       stay      96       above cut off
S14       98       stay   above cut off                     A       stay      94       above cut off                 51
                          at cut off, but had a
                          perfect score on the
S17       90       stay   phone interview                   A       stay      95       above cut off
S19       93       stay   above cut off                     A       stay     96.5      above cut off
S20       97       stay   above cut off                     A       stay     93.5      above cut off
S23       85       cut    below cut off
                          at cut off, and only had a                                   at cut off, and only had a
                          "Maybe" on resume,                                           "Maybe" on resume,
                          however this was                                             however this was because
                          because he only had legal                                    he only had legal secretary
                          secretary experience, but                                    experience, but he also
                          he also had a 9 on the                                       only barely made it past
S28       90       stay   phone interview                   A       cut       90       the last cut
S29       95       stay   above cut off                     A       cut      87.5      below cut off
S30       98       stay   above cut off                     A       stay     99.5      above cut off
S37       97       stay   above cut off                     A       stay     93.5      above cut off
                                                                                       at cut off, but has a good
S39       91       stay   above cut off                     A       stay     90.5      resume
                                                                                       at cut off, but has a good
S40       92       stay   above cut off                     A       stay      91       resume
S42       96       stay   above cut off                     A       cut       88       below cut off
S43       98       stay   above cut off                     A       cut       89       below cut off
S45       89       cut    below cut off
S46       96       stay   above cut off                     A       stay      98       above cut off
S49       100      stay   above cut off                     A       stay      95       above cut off
       Step 5                                                Step 6

       Work                Reason for our decision (cut                             Reason for our decision (cut off = ,
ID     Sample       Cut/   off = 9, then look at resume      Confirmatory    Cut/   then look at resume rating and
Code   Test         Stay   rating and previous scores)       Drug Test       Stay   previous score)
S3        7          cut   below cut off
S11       8          cut   below cut off
                           at cut off, had an average
                           score of a 94% on the first two
                           tests and a "Yes+" on here
S14       9         stay   resume                                  F         cut    Zappos is a drug free workplace        52
S17       7         cut    below cut off
S19       8         cut    below cut off

                           at cut off, had an average
                           score of a 93.5% on the first
                           two tests and a "Yes+" on here
S20       9         stay   resume                                  P         stay   Zappos is a drug free workplace
S30       8         cut    below cut off
S37       8         cut    below cut off
S39      10         stay   above cut off                           P         stay   Zappos is a drug free workplace
S40       7         cut    below cut off
S46      10         stay   above cut off                           P         stay   Zappos is a drug free workplace
S49       8         cut    below cut off




       Step 7                                                                                 Step 8
                                                             Reason for our decision (cut
ID     Structured                                            off = 7, then look at resume
Code   Interview           Cut/Stay                          rating and previous scores)      Background Check
                                                             Had lower overall scores than
S20             7                          cut               candidate S20
                                                             Had lower overall scores than
S39             7                          cut               candidate S20

                                                             Had higher overall scores than
                                                             the other two candidates and
                                                             had a much higher interview
                                                             score (meaning much better
S46             9                          stay              org fit)                                   passed

				
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