Staffing Case StudyCompanyThe Stars Hollow Hat Company was founded in 2005. The company embroidersand sells hats to clients consisting of athletic organizations and other companieswho want to give their employees hats with their company logo.Community ProfileIn 2007 the City of Stars Hollow had a population of 1,500 and County MilkyWay, of which Stars Hollow City is the County Seat, had a population of 5,000.Given current trends, the City is expected to achieve a population of 2,300 by theyear 2010. The projected increase was due to a large population of Mexicanimmigrants moving into the area. The 2007 census indicated that 23% of thepopulation was of Mexican decent. Stars Hollow City is located on the SouthWest region of Wisconsin. Agriculture is the primary industry and a majorcomponent in the economy of the Stars Hollow City and the North East region.Current SituationIt is now February 2007 and the business is very successful. The customer basehas grown substantially and there is a need for more staff. The owner has askedthe Customer Service Supervisor to hire a few more customer servicerepresentatives (CSRs). She thinks there is probably more need in customerservice since the over-time pay has increased 20% in the past 3 months. Theowner mentioned that there was a job analysis completed for the CSR job (seeAppendix A), which she thought would be helpful to develop some interviewquestions.The Supervisor, who was just recently promoted to the position (she had been aCSR since the company began in 2005), was excited to hear the owner waswilling to add more staff. She told her current staff that there would be more jobopenings, and asked them for referrals. Three referrals came in immediately.The Supervisor called two of the three people and asked them to come in forinterviews. The referral who wasn’t chosen was the son of a CSR who wasMexican. While this CSR did a good job, she did have an accent and thesupervisor thought that she was hard to understand at times. Therefore, shethought the CSRs son probably had an accent too, and was probably not a goodchoice. In the mean time, the Supervisor also placed an advertisement in bothlocal papers and also on the job board at the county workforce center. Theadvertisement read:Stars Hollow Hat CompanyCustomer Service Reps WantedStop by for an interview715-895-3097The supervisor came to work the Monday after the advertisements were run inthe papers and on the job board. There were 45 people standing in the lobbywaiting to talk with her about the job. Further, there were 36 voice mails frompeople who were interested in the job, but they didn’t know where to find thecompany. The supervisor grabbed a cup of coffee and asked who was therefirst. She said she could talk with 15 people that day, and the rest would need tocome back another time. She looked…………………………………Staffing Case StudyStaffing Case Study
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