The background : The client is a privately owned airline company operating in domestic airline market. As part of their regular hiring as per their manpower planning, they hire pilots, cabin crews, ground handing and technical staff and it was felt that finding customer service oriented pilots was the most difficult part in the whole recruitment function.
The Challenge: The need to have pilots who are not only technically competent but also equipped with a sense of service orientation towards their ‘customers’ (both internal and external) was becoming more prominent as complaint regarding the behavior of pilots were increasing. The client approached us to suggest a tool which can identify the level of cutomer service orientation and other important personality variables which differentiate a better pilot from the rest.
The Solution: After discussing with the client and talking to some of their staff, we suggested WPI-Pro (workplace personality inventory for professionals) to be used as pre-interview tool to assess the personality of the candidate. WPI-Pro provided relevant insight into personality of the candidates and their likely level of service orientation along with other relevant personality attributes like detail consciousness, emotional stability, pratical thinking and sociability.
The Results: After 6 months, the client conducted an analysis to compare the behavior of pilots selected by using WPI-Pro and those who were already in the system; and found that the pilots selected by using psychometric test demostrated significantly higher level of politeness and understanding towards their fellow professionals than those already existing in the organization. The client decided to incorporate the test as part of their selection process.
