Who: The A Method for Hiring (Anglais) Relié – 30 septembre 2008
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What does a who problem look like?
Remember the I Love Lucy episode where Lucy and Ethel ﬁnd work at a candy factory? They’re supposed to be wrapping chocolates, but they can’t keep up with the pace. So instead of letting the candy pass them by, they start shoving it into their mouths, down their shirts, and anywhere else it will ﬁt. That’s when a supervisor looks in and congratulates the new hires on the empty conveyor belt. Then she calls to someone in the next room, “Speed it up!” And with that the chaos really ensues.
You could spend countless hours trying to optimize the line, but that wouldn’t get to the heart of the matter. The supervisor didn’t have a conveyor problem. She had a Lucy problem.
The Lucy problem is a who problem, but chances are yours is neither as funny nor so far down the chain of command. As an engineering friend of ours often laments, “Managing is easy, except for the people part!”
In an October 2006 cover story, “The Search for Talent,” The Economist reported that ﬁnding the right people is the single biggest problem in business today.* We doubt that surprised most readers. The fact is, virtually every manager struggles to ﬁnd and hire the talent necessary to drive his or her business forward.
We’ve all been there. We’ve all heard the horror stories of the CEO who sank a multibillion-dollar public company, the district manager who allowed his region to fall behind competition, even the executive assistant who couldn’t keep a schedule. Most of us have lived those stories and could add dozens more to the list.
Even we have made bad who decisions. A few years back, Geoff and his wife hired a nanny we’ll call Tammy to look after their children. Unfortunately, Geoff had what his six-year-old calls a “space-out moment” and neglected to apply the method this book describes when he hired her.
Not many months later, Geoff was on the phone in his home ofﬁce when he saw his two-year-old running naked down the driveway. He immediately hung up on his client and raced outdoors to stop his daughter before she ran into the street. Fortunately, the FedEx truck was not barreling up the driveway at that moment.
Then Geoff went looking for Tammy to ﬁnd out what had happened. All she could say was, “Well, it’s hard to keep track of all of the kids.” It is, but as Geoff explained to her, that’s exactly what she had been hired to do. Sometimes a who problem can mean life or death.
Needless to say, Geoff’s next nanny search commenced immediately, involved the method presented in this book, and resulted in a much better hire.
The fact is, all of us let our who guard down sometimes. We realize how inﬂated resumes can be. Yet we accept at face value claims of high accomplishment that we know better than to fully trust. Due diligence, after all, takes time, and time is the one commodity most lacking in busy managers’ lives.
George Buckley grew up with adoptive parents in a boardinghouse in a rough part of Shefﬁeld, England, went to a school for physically handicapped children, and worked his way up to becoming the successful CEO of two Fortune 500 companies, including 3M, where he works now. It’s the sort of background that breeds a healthy skepticism about resumes.
When we met with Buckley, he got straight to the point: “One of the hardest challenges is to hire people from outside the company. One of the basic failures in the hiring process is this: What is a resume? It is a record of a person’s career with all of the accomplishments embellished and all the failures removed.”
Jay Jordan, CEO of the Jordan Company, told us how he once hired a candidate who looked great on paper but failed in the role. The executive demanded some feedback from Jordan on the day of his termination. Jordan didn’t want to add insult to injury, but ﬁnally couldn’t stop himself from saying, “Look, I hired your resume. But unfortunately, what I got was you!”
Due diligence is also lacking in what Kelvin Thompson, a top executive recruiter with Heidrick & Struggles, calls “the worst mistake boards make–the ‘la-di-da’ interview: nice lunch, nice chat. They say this is a CEO, and we cannot really interview them. So you have a board who never really interviews the candidates.”
The techniques you will learn in the pages that follow will help everyone–boards, hiring managers at every level, even parents hiring a nanny–ﬁnd the right who for whatever position needs ﬁlling. The method will do the due diligence for you. It lets you focus on the individual candidates without losing sight of the goals and values of your organization.
Before our method can work to its optimal level, though, chances are you might have to break some bad hiring habits of your own.
* The Economist, October 7—13, 2006.
Revue de presse
“Seventy percent of the game is finding the right people, putting them in the right position, listening to them, and alleviating what gets in their way. Who is a practical guide to making sure you get the right people to start with! Excellent advice and guide.”
–Robert Gillette, president and CEO, Honeywell Aerospace
“Geoff Smart and Randy Street have done an amazing job distilling the best advice from some of the world’s most successful business leaders.”
–Wayne Huizenga, founder, Blockbuster Video
“A great read–it really is all about finding, keeping, and motivating the team.” –John Malone, chairman, Liberty Media Corporation
“The key point in this book is that those of us who run companies should include who decisions near the top of the list of strategic priorities.”
–John Varley, group chief executive, Barclays
“Who is the only book you need to read if you are serious about making smart hiring and promotion decisions. It is the most actionable book on middle- and upper-management hiring that I’ve read after twenty years in HR.”
–Ed Evans, executive vice president and chief personnel officer, Allied Waste Industries
“I wish I had this book thirty years ago, at the beginning of my career!”
–Jay Jordan, chairman and CEO, the Jordan Company
“This book will save you and your company time and money. In business, what else is there?”
–Roger Marino, co-founder, EMC Corporation
“You’ll find yourself nodding yes, saying ‘That’s right,’ and thinking, Oh, I’ve been there, all the way through this grand slam of a book. Whether you’re starting a company or running a part of a big one, the level of success you achieve is almost always a result of choosing the right people for the right jobs at the right time. It’s all about the who!”
–Aaron Kennedy, founder and chairman, Noodles & Company
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Geoff and his father Brad Smart are well known as the team that popularized Topgrading, a thorough interview process that takes the success rate for new hires from the average of about 50% to just over 90%. I don't know of a business owner alive who wouldn't love to increase the effectiveness of the interview and hire more effectively.
Smart and Street are experts in their field - they are paid huge sums of money to do this for some of the biggest and best companies in the world. Their research estimates that the average hiring mistake costs employers 15 times the salary of the incorrect hire. The number sounds absurdly high, but when you include salary, lost productivity and opportunity costs, it's plausible. Frightening.
Who is a fast and simple read, but is heavy on content. It begins with a discussion of what they call voodoo hiring, or the process most business owners use during the interview process, and it was painful for me. I'm guilty of voodoo hiring and I'm guessing most of you are, too. Much of my process is guessing and gut feel, and is done over too short of a period of time. It's not hard to see the need for a change.
Next comes a simple explanation of why hiring "A" players is so important. They define an "A" player as the right superstar for the job, a talented person who fits in well with your company culture. B and C hires cost you money; A's make you rich.
The meat of the book is about the four keys to what they call the A Method : Scorecard, Source, Select and Sell. I can't do justice to the brilliance of the system in this short review, but here are the basics. The scorecard is your blueprint for the job - not a description, but the criteria you will be using to judge the person who is ultimately hired. Source is how you find your candidates, primarily referrals and recruiting. Select goes over the four interviews that need to be conducted - screening, Topgrading, focused and reference. Sell is important and often overlooked, selling your top candidate on taking the job. With great people in demand, you need to fight for your best people.
Many of us have read Topgrading - it's a long read but describes the theory well. Even so, countless managers still have trouble implementing the system. Who bridges that gap and helps us see the whole process - then implement it well. This book just became required reading at Greenleaf Book Group, and the process is our new hiring process. I highly recommend it to anyone who wants to improve hiring practices and remove a huge piece of the risk.
CEO, Greenleaf Book Group
The book, Who, simplifies the Topgrading concepts by creating a system for hiring: Source, Scorecard, Select, and Sell. These four systems work together to ensure you hire the best employees possible. A further breakdown looks like this:
1) Source: Constantly reach out to A players in the market and create a list of people you would like to work for you. This way, when an opening occurs, you will have a strong Source to fill the spots.
2) Scorecard: Determine the key elements you are looking for in your position and design a scorecard for each key role you will be hiring. Use that scorecard to screen out who you will bring in for in-depth interviews. Careful screening prevents a host of problems in hiring.
3) Select: Determine who is best for the position through an in-depth Topgrade interview. The best predictor of future success is past success--don't cut corners in reference checking.
4) Sell: "A" players have options. Work hard to sell your organization to them.
The screening interview process was a highlight of this book. Who is a must have resource for every HR director and leader who wants to attract and secure top talent for their organization.
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