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Posted on August 31, 2006July 10, 2018

Wynn Looks to Improve Its Retention Odds

Finding 5,000 employees in a small coastal area of just 450,000 people to staff a massive new luxury resort-casino was just one of the many workforce management challenges faced by Wynn Macau. Just as critical to its future prosperity is the company’s ability to retain the talent it recruited and nurtured once the $1.1 billion property opens September 5.


    The cost of replacing employees in China is about 25 percent to 50 percent of their annual salary, according to Brenda Wilson, principal consultant at Mercer Human Resource Consulting in Hong Kong. And with turnover rates of about 13 percent, avoiding employee churn can go a long way when it comes to saving money.


    Not surprisingly, the company has designed a comprehensive compensation package that not only attracts employees, but also instills loyalty. Employee development is among the cornerstones of Wynn Macau’s workforce management strategy, according to HR executive director Wendy Yu. All employees receive highly individualized training in groups of no more than 20 and are required to pass certification programs before interacting with guests of the property.


    Training is critical in Macau’s service-oriented market. Unlike Las Vegas, where the bulk of income stems from machines, revenues in Macau depend on high rollers, analysts say. Besides extensive training, other development programs for Wynn Macau employees include an education allowance and e-learning initiatives.


    Such a human resources policy may not have taken root if not for the company’s familiarity with the needs and expectations of the local workforce. Natives of Macau, located on the southeast coast of China about 40 miles from Hong Kong, tend to keep their thoughts and feelings low-key.


    “From childhood, people in Macau are taught to respect elders and authority figures,” Yu says. “This lesson is carried into adulthood and into the workplace, where employees won’t come out and tell you what their needs are unless they trust you.”


    Given these workforce dynamics, all but one of the 50 HR employees Yu oversees has had extensive experience in Macau. Yu, who was raised in Macau, has worked there for most of her 16-year career in human resources. HR leadership’s familiarity with the market has led to the creation of key policies, such as the highly specialized health insurance packages, which could prove indispensable for retaining workers.


    Wynn Resorts, which operates the Wynn Las Vegas hotel-casino along with Wynn Macau goes beyond providing the conventional medical coverage typically offered in the U.S. Workers at the Wynn Macau have access to a Chinese herbalist under the health plan. “Some people are comfortable with Western medicine, others are comfortable with Chinese medicine,” Yu says. “This is a good way to cover all of our bases.”


    There are additional benefits—such as paid leave when an employee gets married—offered in Macau that are not common in the U.S. The medical program also takes into account the critical inter-generational relationships that exist in Macau. Workers can access health insurance for their parents, albeit at a cost.


Workforce Management, August 28, 2006, p. 24 — Subscribe Now!

Posted on August 31, 2006July 10, 2018

A Crazy Quilt of Wage Laws

As Congress stumbled through yet another doomed attempt to raise the federal minimum wage this summer, aldermen in Chicago took matters into their own hands and passed a new “big box” ordinance that sets minimum wages and benefit spending for the city’s largest retailers.

    The Chicago ordinance is now one of hundreds of state and local laws that form a crazy quilt of minimum wage regulations across the United States. Worse yet, this regulatory mess is increasingly incorporating mandatory benefit provisions that push well beyond the already complex assortment of legally required benefits.


    The Chicago ordinance forces stores inside the city limits with more than 90,000 square feet and $1 billion in annual parent company revenues to pay a minimum wage of $9.25 per hour plus $1.50 per hour in benefits, effective July 1, 2007. That rises to $10 per hour in wages and $3 per hour in benefits by 2010 and is indexed to inflation thereafter. Stores with less than 90,000 square feet remain subject to the Illinois state minimum wage of $6.50 an hour and can look forward to a huge labor cost advantage over their competitors.


    If the Chicago ordinance survives a possible mayoral veto and legal challenges, it will spur on the national movement to regulate wages and benefits on state-by-state and city-by-city basis.


    “We’re staring at this patchwork right now,” says Jim Hendricks, a partner in the Chicago office of law firm Fisher & Phillips. “If the ordinance survives, any municipality could pass these laws.”


    Employers already cope with minimum wage rates set higher than the federal level in 22 states, each with their own set of rules. Add into this mix the more than 100 “living wage” city ordinances for local government contractors, plus a half a dozen cities with their own all-sector minimums and other cities pushing for sector-specific minimums and mandatory benefits, and you have a compensation head­ache of unprecedented proportions.


    “Employers should be deep in prayer,” Hendricks says with a long laugh. “And they should be moving proactively to gain more political influence. In Chicago, we call it ‘clout.’ ”


    But clout was ineffective in Em­eryville, California, where employers faced not the city council, but a ballot initiative that allowed 194 citizens to cast the deciding votes in setting minimum wages for the city’s hotels. The November 2005 Em­eryville law mandates a minimum wage of $9 per hour and an average wage of at least $11 per hour for employees at hotels with more than 50 rooms. Like the Chicago ordinance, the Emeryville initiative was spearheaded by unions.


    Employers operating in the “tourist zones” in Santa Monica and Berkeley, California, must pay a higher minimum wage rate than employers in other parts of these cities. In Santa Fe, New Mexico, employers with 25 or more employees—less than 10 percent of all employers in the city—must pay a minimum wage of $9.50.


    A Washington, D.C., big box bill under consideration would require retailers with at least 75,000 square feet to pay a minimum wage of 115 percent of the federal poverty level for a family of four, plus at least $3 an hour in benefits. Advocates in Spokane, Washington, are collecting signatures for a big box ballot initiative that would set minimum wages at large retailers at 135 percent of the state minimum wage if the employer provides health benefits, or 165 percent if the retailer does not.


    The November 2006 elections will include minimum wage ballot initiatives in six states and dozens of cities. Handing over minimum wage and benefit regulation to the voting public is a development that few employers envisioned a decade ago when the last federal minimum wage increase passed but failed to include an indexing mechanism that would ensure its efficacy.


Unlikely targets
    Wal-Mart is the whipping boy for both the wage and benefits issue in Chicago and across the country, but the big box retailers are unlikely targets for advocates who are truly concerned about minimum wage workers.


    The retail industry accounts for only 9 percent of the 1.9 million U.S. workers who earn the federal minimum wage or less, according to the Bureau of Labor Statistics. And large retailers are far more likely to offer benefits than are smaller retailers or companies in the food service industry, which employs more than 60 percent of all minimum wage workers.


    Chicago’s large retailers are particularly poor candidates for minimum wage reform. According to the Illinois Retail Merchants Association, the ordinance covers 38 existing stores with a combined workforce of fewer than 8,000 employees in a city with 1.3 million workers. According to the association, workers in the 38 stores average $9.40 per hour. In addition to big box retailers, the parameters established by the ordinance sweep old-line department stores such as Saks and Bloomingdale’s into the regulatory bin along with Target and Home Depot.


    With both entry-level and average wages for all Chicago retail sales workers already well above the state and national industry averages and substantially higher than wages for the lowest-paid jobs in the city, the Chicago ordinance is an odd piece of work. Clearly, improving the lives of Chicago’s working poor is not the only item on the agenda.


    “The Chicago ordinance is straight politics,” says Brian Arbetter, partner and member of the compensation and employment practice at Baker & McKenzie’s Chicago office.


    “Aldermen are playing to constituents on the wage and health insurance issues. The irony is that the people supporting the ordinance were not from the areas of Chicago where people stand to lose from it.”


    In fact, many of the aldermen with minority constituencies opposed the ordinance because of their well-placed concerns about the loss of entry-level jobs and sales tax revenues if the big retailers abandon the city.


    “The Chicago ordinance is all about unions,” Hendricks says. “They have retail stores that are organized, but they can’t organize the competitors, and they are under pressure in collective bargaining because of the lower wages at the nonunion retailers. If you looked out over the demonstrations in favor of the ordinance in Chicago, they were clearly driven by unions.”


    “The ordinance is unquestionably a union-led push,” says David Vite, president and CEO of the merchants association. “Labor is attempting to accomplish at the local level what it has failed to do at the national level, by requiring unorganized companies to pay more by legislative fiat. The ordinance should be terrifying for all employers.”


    Joseph Moore, the Chicago alderman who was the lead sponsor of the ordinance, said big box retailers were selected because they could best absorb increased labor costs. “Most of them are corporations with in excess of $1 billion in profits last year,” he says.


    Moore acknowledges that only a limited number of workers will actually see their wages increase as a direct result of the ordinance. “But the big box retailers have a far larger impact,” he says. “They set the standard for the rest of the retail industry. The big box retailers are moving into the city, and we don’t want other retailers to feel like they have to cut their wages and benefits to compete with them.”


Mandatory benefits spend
    Chicago’s slice-and-dice approach to regulating minimum wages imposes higher labor costs on a small subset of employers who have pursued rational economies of scale.


    “The Chicago law singles out not just an industry, but a portion of an industry,” Hendricks notes. “Marshall Fields and Nordstrom will be hit by the ordinance, while their competitors—the small boutiques along Michigan Avenue—will not be affected.”


    But a far larger threat to effective workforce management looms in Chicago’s mandatory benefits spend and the growing attempt to address the national health care crisis through state and local benefit mandates, with Wal-Mart once again at the center of the issue. In January, the retailer became the target of Maryland’s new law that requires nongovernmental employers with more than 10,000 employees to spend at least 8 percent of their payroll on health benefits.


    On July 19, 2006, the U.S. District Court in Baltimore struck down the Maryland legislation on the grounds that it violates ERISA’s fundamental purpose of permitting multistate employers to maintain nationwide health and welfare plans with uniform benefits and consistent administration. An appeal to the 4th Circuit in Richmond, Virginia, is pending.


    Employers across the U.S. heaved a sigh of relief when the Maryland law was struck down, but the Chicago ordinance may escape an ERISA challenge.


    “The Chicago ordinance avoids the ERISA pre-emption issue by defining benefits as payments made for ‘any bona fide fringe benefits,’ ” says John Raudabaugh, a partner in the Chicago office of law firm Baker & McKenzie who focuses on labor relations. “In other words, the Chicago ordinance does not specifically limit or require payments or regulate payments for an ERISA-regulated benefit—for example, health benefits—as opposed to any other benefit.”


    Although the push for mandatory benefits in state and local laws is commonly framed as an attempt to address health care needs, skirting ERISA with a blank benefits spend requirement does little to solve the problem and opens the door to extraordinarily poor benefit practices. “Benefits are generally based on group plans that allow employers to negotiate the best benefits for a large pool,” Arbetter notes. “If employers have to negotiate coverage for separate locations, insurers will go to town, and ultimately it will hurt employees.”


    The most likely legal basis for a challenge to the Chicago ordinance is a lawsuit based on the equal protection clause, rather than the ERISA-based challenge that worked in Maryland.


    “Absent a mayoral veto, the Chicago ordinance will be challenged on equal protection grounds for arbitrarily imposing regulatory requirements on a narrow class of retail establishments,” Raudabaugh says. A lawsuit may also raise regulation of commerce issues and challenge Chicago’s home-rule authority.


    The board of the Illinois Retail Merchants Association has already authorized the group to file a lawsuit on behalf of its members. But even if the Chicago ordinance is voided or forced to take a different form, the already burdensome variations in state and local wage and benefit laws will only become more unmanageable as local governments continue to assume what used to be federal responsibilities.


    Many employers still oppose any increase in the federal minimum wage and rail against a national solution to the health care crisis. Some still strive for a complete deregulation of wages and benefits and favor severe limitations on union organizing and collective bargaining rights.


    But as employers in Chicago now know, deregulation at the federal level may mean re-regulation at the local level, with aldermen and voters setting wage rates and benefits spend. Instead of one large wrench thrown into the market, employers now face hundreds of much smaller ones, with predictable inefficiencies in the offing.


Workforce Management, August 28, 2006, pp. 1, 43-45 — Subscribe Now!

Posted on August 30, 2006July 10, 2018

Dear Workforce How Useful Is Adventure Training

Dear Using Psychology:



Outdoor experience exercises can be great fun. For many organizations, they’re very useful in team building. But I’d be cautious about using outdoor training to identify leadership traits.

Outdoor exercises encourage people to think more creatively about how to meet their goals. They force people to work together productively, or they won’t get through the obstacles. Further, they can help individuals confront their physical fears and gain greater confidence in their own abilities.

But in planning to use outdoor training, you must consider the people who will participate. Are most of you fairly fit and active? Do you enjoy taking some controlled risks? If so, outdoor experiences can be an exhilarating way to get to know each other better and learn to work together better, especially if you choose skillful facilitators.

Be aware, however, that very often the announcement of an outdoor experience strikes dread in some people. Despite the very good chance that everyone will be successful, you may be causing deep stress among people who fear that they will fail, and fail publicly. People who are less active or who are older than the general population of your organization may particularly experience this fear. If you suspect you might get this reaction, you should consider another kind of experience for team building (cooking classes, for instance, or an off-site retreat).

I’d be wary of trying to use an outdoor exercise for identifying leadership traits. For one thing, many people who are quite capable leaders in physical situations may not be able to translate those leadership skills into the workplace. Even more important, leadership skills should be assessed over time, against a specific set of performance criteria developed for the unique needs of your organization. A one-time spectacular performance in an outdoor exercise won’t be a predictor of long-term performance, and may not be relevant to the everyday challenges of your business.

Sometimes we fall in love with an idea or technique, and then try to fit it into our already existing needs. If that’s the case with your organization’s interest in outdoor training, it would probably be better to start with the issue–identifying people with high leadership potential–and then choose or design a program to deliver on that goal.

SOURCE: Sheila Campbell, President, Wild Blue Yonder, Silver Spring, Maryland, December 14, 2005

LEARN MORE: Some companies like Wells Fargo still explore adventure-related training despite overall trends to cut back on training expenses. Also, checklists for managing a retreat.

The information contained in this article is intended to provide useful information on the topic covered, but should not be construed as legal advice or a legal opinion. Also remember that state laws may differ from the federal law.

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Dear Workforce Newsletter
Posted on August 30, 2006July 10, 2018

Dear Workforce How Do We Get Management to Tell Us Sooner About Recruiting Needs

Dear Sick of Surprises:



The checklist is the easy part. Before tackling that, however, let’s first examine the underlying problem: that upper management isn’t informing your recruiters until well after positions become vacant.

This sounds like a disconnect in which human resources partners fail to keep each other informed, rather than an oversight by upper management. But learning about terminated employees earlier in the game is not the only condition you’ll want to address.

How prepared are you for downstream changes in your business (about six to 12 months out) that may require hiring a huge number of experienced professionals who possess scarce new skills–more people than your organization has experience recruiting?

Also, think about the problem of planned growth within divisions that possess solid succession plans, where it is already known who will step into these newly created positions. If succession causes high-potential, high-performance employees to move from their current positions, maybe your recruiting effort should focus on seeking candidates to backstop these high performers now, rather than later.

We could actually make a long list of situations where the added value of recruiting might resonate with hiring managers, HR partners, upper management and other stakeholders. Rather than a checklist, what you need is a mutual agreement, written and signed by the different parties responsible for recruiting.

Here’s how it should look. First, it typically arises out of a series of discussions between HR and other business leaders to establish the quality of your services. These service- level agreements, or SLAs, are like contracts that establish and meet clients’ expectations. The client and the service provider (recruiting, for example, or more likely HR) determine in advance which services and performance levels will be provided, and decide how the success or failure of an SLA is measured.

An SLA for recruiting might include an outline of the complete process used by recruiters and hiring manages to fill job openings as quickly and efficiently as possible. A staffing SLA takes managers step by step through this process, from submitting a requisition to extending an offer, and notes applicable turnaround times.

A staffing SLA also should be geared to the expectations of recruiters, recruiting coordinators, interviewers and hiring managers, since their partnership is essential to the attainment of your goals. Any worthwhile agreement would also describe the process, roles, timeframes and accountabilities for all parties.

The most competitive corporations use SLAs to manage the quality of their process, and it isn’t unusual to have several SLAs in place between internal HR functions–i.e., recruiting and other HR services.

The solution isn’t to look for, and adopt, an SLA template (although there are many). Rather, you should engage all the stakeholders in your process: hiring managers, upper management, recruiters, recruiting coordinators, vendors and candidates, and establish a level of service they can expect from you–and what you need in return to commit to it.

SOURCE: Gerry Crispin, SPHR, principal and chief navigator, CareerXroads, Kendall Park, New Jersey, December 5, 2005

LEARN MORE: Articles, tips and an online bulletin board are among the resources of Workforce‘s Recruiting and Staffing forum.

The information contained in this article is intended to provide useful information on the topic covered, but should not be construed as legal advice or a legal opinion. Also remember that state laws may differ from the federal law.

Ask a Question
Dear Workforce Newsletter
Posted on August 30, 2006July 10, 2018

Ranks of Uninsured Up as Employment-Based Coverage Drops

The number of Americans without health insurance coverage grew last year amid a decline in the share of people covered by employment-based health insurance.


Those findings, revealed Tuesday (August 29) in a report from the U.S. Census Bureau, mean businesses spent less than they otherwise would have last year on direct health care benefits. But that’s not necessarily great news for U.S. employers, says Paul Fronstin, director of the health research and education program at the Employee Benefit Research Institute, a Washington, D.C., organization financed by companies and unions.


Fronstin says that the erosion of employer-based care since 2001 may be backfiring in the form of a less healthy, less productive population and higher taxes stemming from the cost of treating uninsured people in public hospitals.


“The fact that we’ve got 46 million people without health insurance really puts pressure on the system,” Fronstin says. “Not only the health care system, but the bottom line of business.”


The Census Bureau reported that the number of people without health insurance coverage rose by 1.3 million to 46.6 million in 2005. The percentage of Americans without coverage climbed from 15.6 percent in 2004 to 15.9 percent last year. The percentage of people covered by employment-based health insurance declined from 59.8 percent to 59.5 percent, according to the government report.


The same report found that real median household income in the United States rose by 1.1 percent from 2004 and 2005, reaching $46,326. But real median earnings of both men and women who worked full time year round declined. The nation’s official poverty rate remained statistically unchanged at 12.6 percent.


One factor behind the higher number of uninsured people is the rising cost of health insurance. A report last year from the Kaiser Family Foundation and the Health Research and Educational Trust found that premiums rose an average of 9.2 percent in 2005, more than three times the growth in workers’ earnings. That report said a drop in the percentage of firms offering health coverage to workers stems almost entirely from fewer small businesses offering health benefits. Nearly all businesses with 200 or more workers offer such benefits, according to the Kaiser Family Foundation study.


Alexander Domaszewicz, a consultant at Mercer Human Resource Consulting, says savvy large companies are looking at health benefits as a way to gain competitive advantage. Plans that foster a healthier workforce can give U.S. employers an edge versus foreign rivals that don’t have much control over the health care of their employees, he suggests.


“If they do it right, they can get an advantage over their international competitors because they improve productivity,” he says.


High health care costs and a large population of uninsured people also have sparked calls for some variety of national health care in the United States.


Fronstin doesn’t expect the latest numbers to trigger a major new effort to create a single-payer health care system. Nor does he see the news as reason to promote health savings accounts, given that HSAs tend not to make health care much more affordable for people. Instead, he expects businesses to offer, and individuals to take on, thinner coverage in the form of higher-deductible plans with limited care options.


“HSAs do not address affordability the way higher-deductible plans do,” he says.


—Ed Frauenheim

Posted on August 29, 2006July 10, 2018

Postal Service Streamlining HR Operations

No matter where you are, there’s likely a U.S. Post Office nearby. Until recently, that location probably handled its human resources operations a little differently from any other office.


But now the U.S. Postal Service—an organization with nearly 700,000 employees and annual revenue of $70 billion—is reaching the first milestones in streamlining its HR operations in an initiative called PostalPeople.


So far, USPS has integrated 73 of its 80 districts into a shared services center that can handle benefits, retirement, separation and management hiring.


The second phase of the project involves upgrading its core HR operation, which consists of 70 systems supporting 200 processes in the 80 districts. Part of the computer code is more than 20 years old and is based on essentially extinct computing languages.


The antiquated HR system is being turned off in stages around the country as the Postal Service implements a new system designed by SAP that will allow employees to conduct routine HR transactions at kiosks in the workplace or online from any location at any time.


The system introduction has begun in the New York City area, where it is being used to manage the process of advertising and filling open positions. Three more districts will be added by the end of September, with the national debut slated for January. The shared services center has been established in Greensboro, North Carolina.


PostalPeople, which kicked off in July 2004, is part of the Postal Service Transformation Plan, launched two years earlier with the goal of increasing efficiency. The Postal Service invested more than $103 million in PostalPeople. When completed, savings are expected to total $60 million annually.


The end result will be a self-service HR network that enables employees to do HR transactions electronically, from changing their address to registering for benefits. All of the information will be available in one system serving 37,000 Postal Service locations nationwide.


Supervisors will no longer have to log out of one area and into another to keep track of their employees, fill open positions and evaluate employees.


“It’s one system pulling information onto the screen,” says Deborah Giannoni-Jackson, Postal Service vice president of employee resource management. “It’s pretty incredible.”


The new approach will make the Postal Service more agile and free managers from time-consuming transactional work.


“The first part of being able to manage well is to have the data you need to make decisions,” says Giannoni-Jackson, former HR vice president for international supermarket operator Royal Ahold. “Now they can focus more on succession planning, training and development, or labor relations—issues that are much more strategic for the organization.”


That kind of thinking is becoming more important for the Postal Service, whose operating budget is derived from sales of postage, products and services. It’s a quasi-government agency that’s being run more and more like a private company.


With that in mind, it has worked closely with SAP, bringing the software company almost seamlessly into its operations.


“The Postal Service treats us not as a software vendor, but as a partner to them in building their business,” says Rand Blazer, president of the SAP public sector business unit.


—Mark Schoeff Jr.

Posted on August 27, 2006July 10, 2018

Hewitt Pledges Commitment to HRO Buisness

Despite rumors that it was considering selling off its HRO division, Hewitt Associates says it’s staying in the business.


Rumors peaked after a number of executive departures. In June, CEO Dale Gifford announced he was retiring, while Bryan Doyle, president of the HRO business, and Michael Salvino, co-leader of HR outsourcing sales and accounts group, left the firm.


Then on August 3, Hewitt announced that it was delaying filing its third-quarter financial results to August 14 from August 9 “to allow for completion of the previously announced review of its human resources business process outsourcing contract portfolio.”


But on August 14, the company sent out a notice assuring analysts that it was staying in the HRO business.


“Our board of directors and our leadership remain firmly committed to our direction,” the company said in its statement.


The assurance came on the same day that the Lincolnshire, Illinois-based company posted its third-quarter earnings, which included a $249 million noncash charge related to the company’s HRO business. A $70 million loss provision based on the expectation that one-third of its 2005 contracts and two earlier contracts would lose money was part of the $249 million charge.


“It is clear with the benefit of 20/20 hindsight that we underestimated the complexity and therefore the cost of taking on multiple contracts,” Gifford said on the earnings call.


Gifford and CFO John Park attributed Hewitt’s troubles largely to taking on too much too quickly. Specifically, they cited payroll and recruiting as two areas where Hewitt was facing significant challenges.


All of the major HRO providers are struggling with offering recruiting services because they require an in-depth knowledge of the buyer’s needs, says Mark Azzarello, director of HR operations at International Paper in Memphis, Tennessee, which is in the fifth year of a 10-year HRO contract with Hewitt.


Hewitt’s assurances that it is staying in the business came as a relief to him. Gifford and Jim Konieczny, the head of Hewitt’s HR business process outsourcing division, had met with Azzarello in June and delivered similar assurances then, he says.


“They made it clear that [the rumors] were unfounded … and that they have every desire to stay in the business,” Azzarello says.


But things may change in the next few months. On September 5, Russ Fradin, former president and CEO of the Bisys Group, starts as Hewitt’s new CEO, and analysts expect that he will do his own due diligence of the business.


“I for one don’t see how they avoid at least considering a breakup or sale as a whole,” HRO consultant Naomi Bloom says. “They lost a lot of talent when they failed to elevate the very capable people they acquired with Exult.”


—Jessica Marquez

Posted on August 25, 2006June 29, 2023

5 Questions for Edward Kelly–CEO Edward W. Kelly & Partners

Edward Kelley
CEO, Edward W Kelley & Partners

   Edward Kelley has held a variety of high-profile positions during his 30 years in consulting and the executive search industry, including president and board member of Korn/Ferry International’s European operations. Earlier this year, Kelley spearheaded the management buyback of A.T. Kearney Executive Recruitment from Texas-based Electronic Data Systems, from which emerged a new company: Edward W Kelley & Partners. As CEO, Kelley has traveled the globe, opening offices in Boston; Calgary, Alberta; Sydney and Melbourne, Australia; Moscow; and Vienna, Austria, to help clients meet staffing needs. Kelley recently spoke to Workforce Management staff writer Gina Ruiz.


    Workforce Management: Where is the demand for executive recruitment most pronounced?
 
    Edward Kelley: The global economy is growing at a healthy pace. This bodes well for business in general. But the markets where the demand is outstripping the talent by far is in the emerging world—China, India, Russia and Eastern Europe.


    WM: Have the executive recruitment needs of employers changed over the years?

    Kelley: The needs of clients are not changing tremendously. But the time given to a candidate to prove himself has shortened dramatically. Before, the time frame was a matter of a year or two. But now it can be a question of quarters or even months. This raises the stakes when it comes to selecting the most suitable candidate.


    WM: Do the needs of clients vary from region to region?

    Kelley: They vary drastically. Take China, for example. That country has a tremendous need for indigenous middle- and top-level people. In markets where economic growth is moderate, like North America, employers generally look for executives that have something unique to contribute to the company. They are looking for somebody who can make a strategic difference.


    WM: Are there any new technology tools that allow recruiters to meet the needs of employers more effectively?

    Kelley: There are all kinds of tools one can use. Certainly the ability to identify candidates within companies is much greater than it was before. The use of research, extensive databases, outside research centers like the ones in India or other parts of the world have made it a lot easier to get information on individuals than it was 10 years ago. There are also a whole series of personality tests.


    WM: Will recruitment activity be affected by unfolding events in today’s global political/economic climate?
 
    Kelley: It depends on the type of challenge that is out there. The situations in Lebanon, Iraq, the price of oil and interest rates may eventually force companies to look differently at where they make their investments and carry out staffing efforts. Some parts of recruitment are more insulated than others. For example, if you are working in the field of higher education, you are less susceptible. There is always a need for deans of schools and presidents of universities. That doesn’t change. But demand for heads of companies, marketing directors, finance directors in major Fortune 500 companies—yeah, that changes.


Workforce Management, August 28, 2006, p. 9 — Subscribe Now!

Posted on August 25, 2006July 10, 2018

Flushing Out HR Snakes

The movie Snakes on a Plane depicts the terror of being trapped in a confined space with life-threatening pythons, rattlesnakes and the like. While some might see this movie as having no connection to human resources, I see it as the perfect metaphor for the typical HR department.

    Snakes are much like the scary types in HR who contribute to making the function less effective. They quietly undermine efforts by others to transform HR into a powerhouse function by choking off innovation and injecting paralyzing venom in the form of socialism and compliance-speak. Some might think that putting these people in the same category as dangerous reptiles is harsh, but in my 35-plus years in HR, I’ve found their actions scarier and more despicable than any real snake I’ve come across.


    Who are the snakes in HR? Every organization has people who resist change and thwart efforts by real HR professionals to dramatically improve human resources, so in reading this list, think of both current and past snakes who have hindered progressive work you were trying to do. I hope we are talking about a small percentage of HR professionals here, but it is important to remember that the damage they do well exceeds their numbers.


    HR generalists: Generalists are the ultimate silo- and boundary-builders in HR. They set up empires and resist change by saying, “That’s great for everyone else, but it won’t work in my business unit.” They have made it to the top by building relationships and playing politics, instead of producing measurable business results. International HR managers, particularly those in Japan and Europe, tend to be the worst of the lot. Most lack the cojones to manage talent aggressively, blocking staffing professionals who try to innovate. You can spot these snakes easily because they are always “in a meeting.” They love meetings, and think that going to a meeting is more beneficial than reviewing metrics, doing a postmortem or forecasting future people problems.


    Lazy recruiters: Great recruiters are aggressive and are constantly trying new sources and approaches to reach the best talent. However, there are snakes in recruiting. The most venomous are administrative recruiters, who are not really recruiters at all but rather requisition managers more concerned with seeking approvals and ensuring that the forms get filled out. Other snakes in recruiting include those who regularly scream “That’s illegal!” when in fact their exclamation has no basis in law, and “search firm managers” who do more to stifle the work of retained search firms than help them. The final group includes those recruiters who use the same sources no matter what job they are trying to fill, as if janitors and lawyers come from the same bucket.


    Compensation and benefit cost cutters: These people hinder great recruiting and retention by giving “equal pay” wherever possible in order to avoid conflict. They lose candidates by being slow and generating offers with lowball starting salaries in the hopes that candidates might accept them. Benefit specialists make the list when they dedicate 100 percent of their time to cutting costs while ignoring the impacts of benefit changes on worker performance, recruiting and retention.


    Pseudo-technologists: Among my favorites, these snakes will buy almost any argument that a vendor gives. They love to form task forces that endlessly study technology to the point where the system they eventually buy is obsolete. The task force approach allows them to avoid individual accountability when the system they buy handcuffs the productivity of everyone in HR.


    Employee relations specialists: No one avoids conflict better than these individuals. They will postpone firing someone for years. These snakes never have the nerve to confront—no less fire—bad managers, who cause 85 percent of all recruiting, retention and productivity problems.


    You could probably keep adding to this list, but I’m sure you get the point. When you have HR professionals who say they know the business but can’t read a P&L statement, refuse to remain current on business issues by reading Workforce Management,BusinessWeek, Fortune, Business 2.0 and leading business books like The World Is Flat and Jack Welch’s Winning, and who are unwilling to abandon intuition and emotion as a basis for decision-making, you have a bunch of snakes with individual objectives slithering sideways in an effort to derail or slow change.


    If you agree with me, help your organization by confronting them the next time one crosses your path. Incidentally, don’t bother looking under rocks. HR snakes are best found by going to meetings and looking for the people who say, “That’ll never work.”


Workforce Management, August 28, 2006, p. 50 — Subscribe Now!

Posted on August 25, 2006July 10, 2018

One Year After Katrina, New Orleans Employers See Operations in New Light

Despite the difficulties of life in New Orleans one year after Hurricane Katrina, business is returning to normal for many organizations. That doesn’t mean things are the same as they were before.

The catastrophic hurricane, which caused $135 billion in damage as it roared through Louisiana and Mississippi in late August 2005, marked a permanent shift in the region’s business and workforce operations.

Employers such as Sodexho, State Farm, Entergy and Tulane University struggled with common post-hurricane issues for their workers. They had to find emergency and temporary housing, provide financial assistance, extend health insurance and other benefits beyond the usual sign-up dates, relocate personnel and put people back to work.

These organizations, and quite possibly every business and institution in the city, have documented the lessons learned and are developing plans for the future so they won’t be unprepared should another catastrophe hit. For Sodexho and State Farm, the effort closely follows disaster planning, whereas Entergy and Tulane have made more structural business changes.

Finding and paying employees
Immediately after Katrina, food and facility services provider Sodexho faced its biggest challenge: finding its 1,400 widely scattered New Orleans employees. The company went to great lengths to locate them, bringing in personnel from unaffected states to look for workers at their homes. They also assembled teams to make phone calls and rented a plane with a banner bearing Sodexho contact information to fly over the Houston Astrodome, where thousands of people from New Orleans had been relocated in the weeks after Katrina. It also set up an 800 number so employees could access information and leave their contact numbers and addresses.

Once Sodexho located employees, its next challenge was paying them. “The majority of our New Orleans employees are food service workers, housekeepers, porters and utility workers,” says Sharon Matthews, senior director of corporate human resources. “They’re an hourly wage population, and they live paycheck to paycheck.”

The solution: “We wired money to hundreds of locations,” Matthews says.

Today, 70 percent of Sodexho’s New Orleans employees are back on the job in the city. The other 30 percent either quit or never contacted the company and were terminated on December 31. The company hired replacements for them, and its 75 primarily educational and hospital services accounts in the city are up and running.

Finding and paying 1,400 employees in a crisis spurred Sodexho to develop a new employee tracking system. Employee location data had to be input manually into a spreadsheet after Katrina, but the new system is Web-based. The 800 contact number established during Katrina has become the company’s lone disaster number. “We also now ask employees to regularly update their contact information,” Matthews says. “We want not only their numbers in New Orleans, but elsewhere too.”


Once Sodexho located employees,
its next challenge was paying them. “They’re an hourly wage population, and they live paycheck to paycheck. We wired money to hundreds of locations.”
–Sharon Natthews, Sodexho



Wire transfer remains the best emergency method for Sodexho to pay its hourly employees, who are most comfortable with their weekly paper checks. “We have done a big campaign on direct deposit,” Matthews says, “but we don’t try to force employees to do anything.”

Sodexho is also looking for a way for employees to take company information with them in the event of another disaster. It hasn’t quite settled on the final form, but the content will include what to do, whom to contact at the company and how to do it, and the information the company will need from the employee. Sodexho has also established an executive team whose members will make emergency decisions. It’s proactively contemplating disasters that could be worse than Katrina. “There is already a task force working on avian flu,” Matthews says.

Personnel reserves
For insurer State Farm, dealing with disaster is core to its business. It’s not surprising that the company has a specially trained catastrophe services force of 2,600 employees ready to travel to stricken areas within 24 hours and stay for as long as six months to handle claims.

Independent adjusting firms, with whom State Farm has contracts, assist the first line of defense by dispatching adjusters to ease the workload.

“After Katrina, we had a shortage of re­sources, even with our catastrophe services people,” says Morris Anderson, a spokesman for the company. State Farm called on its independent adjusters, asking for additional help beyond the contracted numbers. “As an example, whereas we may typically have had 150 adjusters committed from a particular company, we may have asked them for 50 more,” Anderson says.

Ultimately, 2,750 to 3,500 independents were called in to handle claims in Louisiana, in addition to the 2,600 catastrophe services employees. Today, about 100 to 150 State Farm employees remain in Louisiana, handling claims from Katrina and Hurricane Rita, which devastated the region just three weeks later, causing an estimated $10 billion in damage.

Expanding the number of adjusters requested from independent firms and using its operations center technology to handle claims virtually are two methods State Farm has added to its arsenal of emergency plans. It’s also trying to establish a bigger pool of temporary clerical employees who could help with the paperwork that would follow another Katrina-size crisis. “It was a big challenge to get enough people [to Louisiana],” Anderson says.

Decentralizing HQ
Energy company Entergy’s corporate headquarters staff of 1,500 was housed in two buildings in downtown New Orleans when Katrina struck. Afterward, corporate headquarters was temporarily moved to Jackson, Mississippi.

“Our challenge was finding housing on the fly for 1,500 employees,” spokes­man Morgan Stewart says. Entergy responded by paying for housing for employees from October 1 through July 31. By the end of that period, the 1,000 employees whose homes were destroyed or otherwise rendered inhabitable had been able to file claims and find new lodging.

Entergy also created the Power of Hope Fund, which raised $4.2 million through donations from employees, the industry and the company. The funds were distributed to employees through more than 4,000 grants averaging $1,000 each. Operation Restore Hope brought in donations of furniture, clothes, cleaning supplies and other necessities throughout Entergy’s operating region of Arkansas, Louisiana, Mississippi and Texas. Employees took what they needed, and the rest went to the Red Cross.

The experiences were incorporated into Entergy’s new business continuity plan, which was created “to deal with the storm but also any catastrophes in the future,” Stewart says.

“We learned how to redeploy and provide housing and furniture for employees,” Stewart says. “We did that on the fly after Katrina, and we’re now solidifying that as part of the planning process. We also learned that corporate employees didn’t all have to be in the same place. We could distribute them.”

The knowledge that corporate headquarters and its staff could be decentralized came in handy when the company moved its headquarters back to New Orleans in April. One of the two buildings it had previously occupied was ruined, so employees were shifted to other locations. “The majority are back in New Orleans, but there are operations that have moved,” Stewart says. “We’ve established primary offices in Hammond, Louisiana; Little Rock, Arkansas; and Jackson, Mississippi.”

Corporate employees associated with those operations have moved with them. Hammond will host back-office functions. Little Rock will become the company’s information technology center, in addition to serving in its original role as the company’s Arkansas headquarters. Jackson was already the company’s Mississippi headquarters and home to its nuclear power operations. Now it will also handle energy transmission functions. The Woodlands, near Houston, had been home to system planning and fossil fuel operations. Now it will add some financial operations.

A university’s struggles
Tulane University, the largest private employer in New Orleans, sustained $400 million in losses, including $160 million in property damage, and the school closed for the fall 2005 semester. Of the 110 buildings spread across the university’s two city campuses, 85 were damaged by wind and flooding. Ultimately, only two buildings were irremediably ruined, but repairing and renovating the others was costly.

While nearly all faculty and professional staff returned to the university when it reopened in January, there’s still a severe shortage of skilled and unskilled workers to handle duties such as plant operations and maintenance, electrical needs, security, day care and custodial work. “We’re struggling to meet mandatory plant-operations personnel requirements,” says Anthony Lorino, CFO and senior vice president of operations for the university.

Tulane has increased wages to better compete for trade employees in a city where hourly workers appear to be in shorter supply than professionals are. The university has also expanded job advertising to local television, print ads and billboards, in addition to ads on the school’s Web site.

Workforce Management, August 28, 2006, p. 46-47 — Subscribe Now!

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