Staples Print and Marketing
Associate
Basak Gorkem
Anjala James
Hiba Butte
Maria Tenorio
Angel Chanez
1
Section 1:
The Strategic
Alignment
2
About The Company
“Our vision is to provide every product,
businesses need to succeed.”
Competitors
Office Depot , FedEx Office, Walmart
In 1986, Tom Stemberg, realized the shortage of office supply
supermarkets in the market and opened Staples Inc, to meet the needs
of individuals. After the acquisition of the private equity firm,
Syracuse, Staples is extending its service to business and technology
services. It’s current revenue for 2019 is $18,247 million.
Business Strategy:
Staples is following a growth strategy by acquiring companies that
supply office supplies. By shifting their main revenue source to
online services, the new acquired companies provide more resources.
Placing more emphasis on online services helped Staples to
overcome the decrease in sales.
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Attract talent by offering
● Flexible work hours
● Financial loans for personal & education purposes
● Free life services for anxiety and depression
Mission: “make it easy for small–business
owners and consumers. Stores feature
convenient locations and hours, and a great
selection of products and services at competitive
everyday prices.
Goals To Reach
❏ Plan to make only 20% of their revenue off from
retail And the remaining from online services.
❏ Save $300 million by 2020.
❏ Decreasing the number of retail stores and making
the supply chain more efficient.
❏ Transform the focus of service to business and
technology oriented.
❏ Continuing to decrease the number of retail stores
in North America and exiting out of international
businesses.
❏ Making the supply chain more efficient by
reducing the costs.
Recent Achievements
❏ 60% of revenue comes from e-commerce, subscription
services, and non-retail.
❏ Closed more than 360 retail stores
❏ Staples acquired (Illinois based) office supply
company at 996 million. Accelerating growth and
strengthening the reach of products.
❏ First acquisition of the business HiTouch Business
Services, which provided products, services, usable
spaces, and contract furniture.
❏ Essendant, distributor of janitorial and breakroom
supplies, office furniture, technology and office
supply products. Helped Staples to sell products to
other companies.
4
Why is this position
important for Staples?
● Staples is putting more emphasis on e-commerce and
online service. Print and Marketing department in staples
has a heavy workload on a daily basis. They receive
orders from customers directly or through their online
services. Training programs are very detailed and
employees need to be comfortable working
independently to meet the customer needs.
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Position Alignment
Recruitment Strategy
What are their current talent
needs?
● The Print and Marketing Associate position is well
suited for individuals who are willing to take multiple
roles, willing to take risks, think outside the box, and
someone who adapts the company culture quick and
well.
Section 2:
The Job Analysis
6
Job Analysis
The two types of Job Analysis methods used was the interview and O*NET:
Interview:
● Indicated the necessary functions of the job
● Pinpointed the essential and non essential job
functions.
● Identified the goals for the store and what is
expected from print and marketing associates.
● Recognized what KSAO’s they use out of the
O*NET description.
O*NET:
● Provided us with a detailed information on the job
overview and relationships with higher positioned
workers, in addition gave us the necessary
responsibilities and duties of a job, what the
working conditions are, and the standard of
performance for the job description.
● Provided the necessary KSAO’s in detail needed
in order to perform the job for the person
specification.
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Job Description
Job Identification
Print and Marketing Associate
Job Overview
Print and Marketing Associates help make sure
they reach sales goals for the whole store since
the print department makes up to 75% of the
stores sales which Staples finds very important to
achieve the sales goals. When it comes to
customer needs, print and marketing associates
make sure they offer solutions to their marketing
needs to their business or personal use. They can
try to offer to help customers market their
business when it comes to printing.
Relationships
Print and Marketing associates reports to a print
and marketing supervisor and a general manager.
Nobody reports to print and marketing associates.
Responsibilities and Duties (see appendix)
1. Managing time responsibly.
2. Advising, recommending to, and building relationships with
customers.
3. Reaching sales goals
4. Maintaining cleanliness of department.
Working Conditions: the job is performed primarily indoors, it is air
conditioned, there is heat in the winter. It can be noisy from the machines
used. One must be able to stand on their feet throughout their entire shift.
Shift varies depending on how many hours you want to take on (part/full
time jobs available)
Standards of Performance: (see appendix)
1. Making sure customer satisfaction is at 95%
2. Making a certain sale per week.
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Person Specification
Basic Qualifications:
● Minimum Age Requirement: must be at least 18 years
of age.
● Prior Work Experience: At least one year of customer
service experience.
Preferred Qualifications:
● Preferred Work Experience: experience with
technology
● Preferred Education: high school diploma or GED
equivalent
Knowledge:
● Customer Service
● Computers and Electronics
● Communications and Media
● POS Systems
Skills:
● Oral Communications Skills
● Technological Skills
● Active Listening Skills
● Time Management Skills
● Critical Thinking Skills
Abilities:
● Ability to speak clearly and communicate with others
● Ability to listen to what a customer wants and execute it
● Ability to learn new information and apply it to the job
● Ability to use logic and perception to the job.
● Ability to use mathematical reasoning
● Ability to clearly communicate with coworkers and customers
Others (i.e. Other Characteristics and Personal Qualities):
● Have an interest in computers
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Section 3:
The Sourcing Strategy
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Sourcing Strategy
Candidates seeking for the role:
Active candidates
Recruiting Sources:
The fastest way to look active employees and young and motivated individuals is from: employee referrals and online job
boards
Employee referrals:
● Pros:
Faster and cheaper hiring process with a less chance of a turnover. Most accurate quantity of candidate information.
The retention rate can be higher. It can attract active candidates
● Cons:
They can be expensive. Employees can get frustrated if their referral is not hired
● Estimation cost:
“69% of companies offer cash bonuses that fall between $1,000 — $5,000” (Medium Corporation)
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Sourcing Strategy
Online job boards - Indeed:
● Pros:
It works better for targeting specific populations, a good advertisement can attract more candidates
● Cons:
Unqualified candidates and time consuming
● Estimation cost:
Ex from Indeed: a job budget with 21$ daily will expose potential candidates to 80 job posts,
40$ daily would expose potential candidates to 85 job posts,
90$ daily would expose the listing to 92 job posts.
Speed of referral:
Very fast sourcing method. Time to hire for employee referrals is estimated at 29 days.
Speed of online job boards:
Time to hire through online job boards is estimated at 39 days.
Difficulty to find the perfect candidate: the perfect candidate exists in the job market but the position is difficult to be filled because the
job itself needs a lot of training to develop the new skills needed to perform this job correctly. Some candidates see how much work this
job demands and they end up leaving without completing the whole training.
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Section 4:
Selection Criteria &
Tools
13
Selection Criteria Table
14
Job Application Sample
15
Weighted Job Application
● Weighted job applications identifies the applicants
education, job experience, and skills that can help
with the job
● Information on the application might be similar to
the applicants resume, but it makes sure
information being shared is consistent
● Applications can be found online, making is easier
and convenient for applicants
● Usually takes no more than 30 minutes
● Is fast and cost efficient
● Appealing to active job seekers
● Someone with experience in technology can get
+1 on their application compared to someone who
doesn’t
● Has a validity of .50
● A negative about this tool is that some criteria
determines right off the bat if you’re qualified for
the job or not. To get around this, it’s best to know
why the question can determine job success
● Cost of making job applications, $24.69 (from job
application I made)
● Helps recruiters identify the best candidates as
some of the criteria is wanted more than other.
Like, extraversion would be great in this job
because talking with the customers and co workers
is important.
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Personality Assessments
● Has a validity ranging from -.13 to .33
● Validity improves as personality assessments are
more correlated to specific job criteria
● If questions are more related to work-specific
behaviors, then assessments are an even stronger
predictor of performance
● The five most important personality traits are
Extraversion, conscientiousness, emotional
stability, agreeableness and openness to
experience
● These traits are relevant to the job as extraversion
is important when it comes to communicating
with customers and co workers. Can also predict
salesperson performance
● Conscientiousness predicts a candidate's attention
to detail and how much effort they are going to
give
● Emotional stability is important, if things get out
of hand on the job, it’s important for candidates to
stay calm and optimistic
● Agreeableness predicts how friendly and
cooperative a candidate can be. Important here
because having a team member who is friendly
with customers and co workers is key
● Workers who are open to new ideas are more
likely to listen to the opinions of others
● Applicants react poorly
● Tends to have low adverse impact. Sometimes
used with other methods to alleviate their adverse
impact, like cognitive
17
Personality Assessments Cont.
● Vendor: Kenexa
● Pricing starts at $319.20 for yearly
subscription for 10-5000 assessments
● If you have over 5000 assessments, they have
the enterprise plan where the price varies on
exactly how many you need
● Top companies who use Kenexa: Jaguar Land
Rover, Red Lobster, and CVS.
● Describe a time when you relied on your
creativity to solve a problem
● What do you believe makes a team successful
● If I asked your co-workers about your greatest
strength as a team member, what would they
tell me?
● How do you handle stress and pressure at
work?
● What is your reaction to someone who has
interrupted you while you’re in the middle of
an important task
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Section 5:
Interview Guides
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Phone Screen Guide
Basic Requirements
● Must be at least 18 years old
● Prior work experience
Preferred Qualifications
● Technology Experience
● Time Management
Potential Disqualifiers
● Legal Age Requirement
● Availability
● Full time or part time position
● Reliable Transportation
Phone Screen Guide
● In order to work here do you meet the legal age requirement?
● Tell me about your most recent or current job. What exactly
did you?
● Do you have any knowledge or experience with computer
applications such as Microsoft word, adobe or photoshop?
● How do you manage your time and prioritize tasks?
● Do you have reliable transportation to work in the North
Brunswick location?
● This job is a part time role would you be available to work at
least 20-25 hours per week? If so what would a general
schedule look like for you?
● Why do you think you would do well in this job?
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Structured Interview Guide
Top 4 Preferred
Qualifications
1. Technology
Experience
2. Communication
with Customers
3. Time
Management
4. Teamwork
Preferred Qualification Questions
Technology Experience
If the candidate did have previous print and marketing experience, I would ask...
● Describe a time you used microsoft office to create an order for a customer.
● Tell me about a time when you were using a computer application to complete a
customer job and it was not formatting correctly. What did you do?
● Describe a time when you had a customer who wanted to change a design in their
order. How did you handle that?
If the candidate did not have previous print and marketing experience, I would ask...
● Describe a time when you used microsoft office to complete a project for school or
work
● Give me an example in which you had to use a design application to complete
a project for work or school
● Describe a time where you used technology for a school or work project
21
Structured Interview Guide Cont.
Top 4 Preferred
Qualifications
1. Technology
Experience
2. Communication
with Customers
3. Time
Management
4. Teamwork
Preferred Qualification Questions
Communication with customers
If the candidate did have previous print and marketing experience, I would ask...
● Describe a time when you had to speak to a customer and relay bad news to them
regarding an order
● Describe a time when you had to communicate with a customer regarding a complex
order that they placed
● Describe a time when you had to speak to an angry customer. How did you manage the
situation
If the candidate did not have previous print and marketing experience, I would
ask...
● Describe a time when you had to communicate with a difficult customer at work
● Describe a time when you had to communicate with a difficult teammate for a school
project
● Describe a time when you successfully communicated with a customer regarding a
complex issue
22
Structured Interview Guide Cont.
Top 4 Preferred Qualifications
1. Technology Experience
2. Communication with
Customers
3. Time Management
4. Teamwork
Preferred Qualification Questions
Time Management
If the candidate had previous print and marketing experience I would ask...
● Describe a time when you had to manage multiple customer orders at once.
● Describe a time when you had to complete an online order while dealing
with customers who walk in. Which order did you prioritize?
● Tell me about a time when you had too many customer orders and tasks to
do. What did you do?
If the candidate did not have previous print and marketing experience I would
ask...
● Tell me about a time when you had a nearly impossible deadline at
school/work. How did you accomplish the task? Did you involve others, or
did you complete the tasks yourself
● Describe a time at work (or school) that you managed numerous
responsibilities. How did you handle it?
● Describe a time when you missed a school or work deadline due to having
too many tasks. What did you do?
Preferred Qualification Questions
Teamwork
● Share a time when you experienced working with a
difficult coworker or a classmate on a team. How was the
coworker/classmate difficult and what did you do to
resolve the situation to encourage the team's ongoing
progress?
● Can you share an example of a situation in which
teamwork enhanced your ability to accomplish your goals
or the outcomes that were expected from you as an
employee?
● Can you describe a time when you had to work as part of a
team to complete a particularly tough task?
● Has your team ever failed to reach a goal? If so, what
went wrong and what did you learn from that experience?
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Section 6:
Marketing the
Position
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Marketing The Position
Unique Benefits:
Quarterly bonuses, financial support of
adoption cost, loan paying program, free life
services for anxiety, flexible work hours, break
rooms, stools, complimentary breakfast in bi-
annual store meetings, location change, share
fund loans.
Glassdoor Reviews
“Flexible work schedule”
“Work around student schedule”
“Lots of opportunities for travel and transfer”25
26
Section 7:
The Candidate Slate
27
Top Candidate
Education:
Aims Community College - May 2019
Greeley High School - June 2015
Work Experience:
Office Depot
Print Associate
June 2018- Present
● Building relationships with customers and understanding
a customer’s personal or business needs and seeking solutions
to support their marketing needs
● Assist customers with in store orders as well as online orders
● Design business cards, flyers, booklets, and banners
Greeley Public Library
Computer Lab Assistant
January 2017- June 2018
● Assist students with technical issues
● Help familiarize students with computer software
Northern Colorado Medical Center
Food Server
December 2016- December 2017
● Ensured optimal guest experience by seating guest, taking orders, serving
dished and removing dinnerware promptly and with a positive attitude
● Managed orders and completed financial transactions using digital point of sale
system
● Ensured cleanliness of dining areas throughout the day
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Printing Experience
Technology Experience
Taco Bell
Team Trainer
April 2015- December 2016
● Accurately placed and fulfilled guest
orders and resolved any issues to ensure
satisfaction
● Worked with a team to maintain the brand
standards and food quality
Skills:
● Microsoft Office Software
● Interpersonal and written communication
● Multi- tasking
● Time Management
● Active Listening
● Teamwork
5 years of customer service
experience
High School Diploma
Middle of the Road
Candidate
Disqualified Candidate
29
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Appendix
Citations
31
1- Our Story. (n.d.). Retrieved from https://www.staples.com/sbd/cre/marketing/about_us/our-story.html
2- Wolf, A. (2018, September 19). Life After Retail: Staples & Office Depot Search For Greener Pastures. Retrieved from
https://www.twice.com/retailing/staples-office-depot-search-greener-pastures
3- Under Sandy Douglas, Staples Inc. Is Reinventing Its Business. (2018, November 12). Retrieved from
https://chiefexecutive.net/under-sandy-douglas-staples-inc-is-reinventing-its-business/
4-
https://1.next.westlaw.com/Document/I28740360d57011e08b05fdf15589d8e8/View/FullText.html?navigationPath=Search%2Fv1%
2Fresults%2Fnavigation%2Fi0ad73aa50000016a70ab39741c0efedb%3FNav%3DHOOVERS-
PROFILE%26fragmentIdentifier%3DI28740360d57011e08b05fdf15589d8e8%26startIndex%3D1%26contextData%3D%2528sc.Sear
ch%2529%26transitionType%3DSearchItem&listSource=Search&listPageSource=3fc154fbe1cc0d93dc6d6559085a2119&list=HOOV
ERS-
PROFILE&rank=3&sessionScopeId=d73926c47b1839729b965c441957b676a94e1e5ad475d57334be784a1b1bc1fd&originationCon
text=Search+Result&transitionType=SearchItem&contextData=%28sc.Search%29
5- Johnson, J. (2018, August 02). Staples Launches Program to Help Employees Repay Student Loans. Retrieved from
https://studentloans.net/staples-launches-program-to-help-employees-repay-student-loans/
6- About the Staples Share Fund. (n.d.). Retrieved from http://www.staplessharefund.org/
7-Build your future with O*NET OnLine. (n.d.). Retrieved from https://www.onetonline.org/
8-Staples on the Forbes America's Largest Private Companies List. (n.d.). Retrieved from
https://www.forbes.com/companies/staples/#4187e953ce9b
9-Benefits - Staples Jobs. (n.d.). Retrieved from https://careers.staples.com/page/show/benefits
10- HQ base theme. (n.d.). Retrieved from https://news.staples.com/press-release/corporate/staples-wins-2017-sp-global-platts-
Citations
32
12- Staples Print and Marketing Associate Reviews. (n.d.). Retrieved from https://www.glassdoor.com/Reviews/Staples-Print-and-
Marketing-Associate-Reviews-EI_IE1909.0,7_KO8,37.htm
13- Staples Acquires Independent Dealer HiTouch Business Services. (2018, June 26). Retrieved from
https://www.businesswire.com/news/home/20180626006509/en/Staples-Acquires-Independent-Dealer-HiTouch-Business-Services
14- HQ base theme. (n.d.). Retrieved from https://news.staples.com/press-release/corporate/sycamore-partners-affiliate-acquires-
national-wholesale-distributor-essendan
15-SHRM. (2016, July 29). Application: Employment Application #1. Retrieved from
https://www.shrm.org/resourcesandtools/tools-and-samples/hr-forms/pages/application_employmentapplication3.aspx
16-Phillips, J., & Gully, S. M. (2015). Strategic staffing(3rd ed.). Boston: Pearson.
17-SHRM. (n.d.). Relationship Management. Retrieved from https://www.shrm.org/resourcesandtools/tools-and-
samples/interview-questions/Pages/relationshipmanagement.aspx
18-Indeed Pricing. (n.d.). Retrieved from https://www.indeed.com/hire/pricing
19- Martic, K., & Martic, K. (2018, July 06). 8 Most Important Employee Referral Statistics. Retrieved from
https://medium.com/hr-blog-resources/8-most-important-employee-referral-statistics-f7c25cf41667
20-
Resumes.indeed.com,resumes.indeed.com/resume/37cd537aff5c9a77?s=l%3D%26q%3Dcopy%2520and%2520print%2520associat
e%26searchFields%3D.
Strategic Alignment, cont.
33
Strategy
In 2017, a private equity firm, Sycamore Partners have acquired Staples. They have rerouted their growth direction, the management
operations, and helped Staples to keep their lead in the market. Their new strategy helped to form a new management team with a new
CEO, abandoned their international business holdings, and strengthening their B -B offerings through their broadened online and retail
services. Their new strategy helped Staples to overcome the decrease in sales by placing a higher emphasis on online business and
technology services.
Acquisitions
After Sycamore Partners acquired Staples and placed a new CEO- Sandy Douglass, they have started to acquire businesses that would
support the businesses new direction of online and technological services.
+ First acquisition of the business HiTouch Business Services, which provided products, services, usable spaces, and contract
furniture.
“We will continue to to look for strategic opportunities like this one where we can help to create better options for
businesses in the marketplace.”
+ Another acquisition is Essendant, distributor of janitorial and breakroom supplies, office furniture, technology and office
supply products. Helped Staples to sell products to other companies.
Phone Screen Guide Rationale
● The questions developed for the phone screen were based on the basic requirements, preferred qualifications, and
potential disqualifiers. To work at Staples, an individual has to be at least 18 years old so that is the first question asked
in the phone screen. Moving forward the company is looking for a candidate who has prior work experience and by
asking about their experience we are able to learn if any of the tasks they do now in their current or previous job relate to
anything print and marketing associates do. Customer service skills are very important, and this position requires dealing
with multiple customers at once so prior customer service skills are essential. A preferred qualification we are looking for
is technology experience, so by asking about that we are able to determine if the candidate has any experience with
applications such as Microsoft Office Suite as well as Adobe. These computer applications will be used regularly for this
position so the more experience the candidate has the better. Another important preferred qualification is time
management so by asking this question we are able to evaluate if the candidate values time and how they prioritize tasks
that they need to have done. Being prompt for every shift is very important and every candidate needs to have reliable
transportation to ensure their timeliness. This position is a part time role so we would need a candidate who can work up
to 25 hours per week and would need someone who would be available at different times during the week. By asking
about the candidates availability we are able to see if they are able to work any of the times that are needed. The last
question is asking the candidate why they would do well in this job. We want to assess if the candidate has the right skills
for the position, is overall a good fit for the company and what makes them the perfect candidate.
34
Structured Interview Guide Rationale
35
Preferred Qualification Technology Experience:
● A preferred qualification that Staples is looking for in a candidate is technology experience. This position
relies on an associate to utilize a computer daily so a candidate needs to know the basic functions of a
computer. Associates in this position use Microsoft Office, Adobe, and Photoshop to design or edit orders for
customers. Technology will be used everyday in this position so the more experience a candidate has the
better because it will allow them to need less training. If the candidate had previous print and marketing
experience we would ask them to describe a time when they used Microsoft Word to create an order for a
customer. This will allow us to learn how much experience a candidate has with Microsoft. Another question
is to describe a time when you had to change a design in a customer's order. From this we would be able to
assess if the candidate has the proper technology skills to fix a customers order. If the candidate did not have
previous print and marketing experience we would ask the candidate to describe a time where they used
Microsoft Office for a school or work project. Also we would ask them to describe a time when they used a
design application to complete a project for school or work. From these questions we are able to determine
how much technology experience a candidate has. We are able to assess if the prior technology experience
they possess will be something that will give them the right experience to excel in this position.
Structured Interview Guide Rationale Cont.
36
Preferred Qualification: Communication with customers
● Working as a print and marketing associate requires an individual to have constant contact with customers
throughout their entire shift, so experience with communication is necessary. Good communication skills are
needed to ensure that associates are assisting and following up with customers and giving them the best
customer service possible. By asking candidates with previous print and marketing experience about times
when they had to relay bad news to a customer will allow us to see if the candidate has effective customer
communication skills. We can see how they handled the situation and how they turned bad news into a
positive experience for the customer. Also by asking the candidate to describe a time when they had to speak
to a customer regarding a complex order will show if the candidate is able to follow along when a customer
is speaking and is able to effectively communicate and ask questions to ensure that they complete an order
correctly. If the candidate did not have previous print and marketing experience we would ask the candidate
to describe a time when they had to communicate with a difficult customer at either their current or previous
job to see if they have experience dealing with difficult customers and how they handled the situation.
Structured Interview Guide Rationale Cont.
37
Preferred Qualification: Time Management
● Time Management is another important preferred qualification as a print and marketing associate because most if not
all customers need their orders done by a specific time and day. Orders can be placed online or in store and there can
be rush jobs where a customer pays more to have their order done right away. Due to those different types of orders
time management is a key aspect of the job. If a candidate had previous print and marketing experience I would ask
them about a time when they had to handle multiple orders at once. By asking this question we can see what the
candidate does in this situation and how well they manage their time to effectively get all tasks done. Another question
that I would ask would be to describe a time when they had too many orders at the same time. This question would
showcase how a candidate would deal with too many responsibilities and what would be the best possible way of
completing as many as possible in a short amount of time. If the candidate did not have previous print and marketing
experience I would ask them to describe a time where they had numerous responsibilities at either school or work and
how they handled that. Having multiple tasks at once will occur very frequently in this position and this question
would help us decide if the candidate has the right time management skills to succeed as a print and marketing team
member. Another question I would ask would be to describe a time when the candidate missed a deadline at school or
work and how they dealt with that situation. This question would show what the candidate has done when they did not
have enough time to complete a task and what steps they took to resolve that issue.
Structured Interview Guide Rationale Cont.
38
Preferred Qualification: Teamwork
● Teamwork is used very frequently as member of the print and marketing team. Each shift employees will
be working with multiple coworkers to support the marketing needs of customers. A great team player is
needed to ensure that all customer order deadlines are met and that each order is done is efficiently. One of
the interview questions was to describe a time when they experienced working with a difficult team
member and what was done to resolve the issue. From this we are able to see how the candidate works
with someone they might not get along with and what steps they took to make sure the task was
completed. Another question was about describing a time when teamwork was used to accomplish a tough
task. From this we would be able to assess if the candidate can work well on a team to solve a complex
problem. Sometimes tasks are very difficult to complete alone and teamwork is needed. A team player is
needed to in this position to support all other print and marketing team members because the main goal is
to provide customers with great quality and amazing customer service
Marketing The Position, cont.
39
● Employees working in the print and marketing department
can earn a bonus for each quarter. For every quarter the
department sets a certain budget to be reached. If the goal
is reached or even passed, employees earn bonuses for
that quarter.
● Associates can be supported with financial support for
adoption costs.
● Depending on how long full time positioned employees
worked, employees can be eligible for the new loan
paying program Staples has launched. Selected
individuals can receive 100$ for 36 months, and have a
total of $3600 repayment.
● Free life services for stress and anxiety
● Flexible work hours
● Having a team environment while working
● Free parking
● Resting chairs- stools
● Break room
● Printing discount for employees
● Store wide meeting every 6 months with complimentary
breakfast
● Staples share fund- emergency relief loans for natural
disasters and personal events.
● Wage increase after yearly review
● Growth opportunities- to becoming a supervisor
● Covering parts of the traveling costs (delivery)
● Location change
● Free beverages provided for employees
● Free snacks
● Overtime Pay (the 1.5 rate)
● Comfortable working environment
Unique Benefits
40

Staffing project

  • 1.
    Staples Print andMarketing Associate Basak Gorkem Anjala James Hiba Butte Maria Tenorio Angel Chanez 1
  • 2.
  • 3.
    About The Company “Ourvision is to provide every product, businesses need to succeed.” Competitors Office Depot , FedEx Office, Walmart In 1986, Tom Stemberg, realized the shortage of office supply supermarkets in the market and opened Staples Inc, to meet the needs of individuals. After the acquisition of the private equity firm, Syracuse, Staples is extending its service to business and technology services. It’s current revenue for 2019 is $18,247 million. Business Strategy: Staples is following a growth strategy by acquiring companies that supply office supplies. By shifting their main revenue source to online services, the new acquired companies provide more resources. Placing more emphasis on online services helped Staples to overcome the decrease in sales. 3 Attract talent by offering ● Flexible work hours ● Financial loans for personal & education purposes ● Free life services for anxiety and depression Mission: “make it easy for small–business owners and consumers. Stores feature convenient locations and hours, and a great selection of products and services at competitive everyday prices.
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    Goals To Reach ❏Plan to make only 20% of their revenue off from retail And the remaining from online services. ❏ Save $300 million by 2020. ❏ Decreasing the number of retail stores and making the supply chain more efficient. ❏ Transform the focus of service to business and technology oriented. ❏ Continuing to decrease the number of retail stores in North America and exiting out of international businesses. ❏ Making the supply chain more efficient by reducing the costs. Recent Achievements ❏ 60% of revenue comes from e-commerce, subscription services, and non-retail. ❏ Closed more than 360 retail stores ❏ Staples acquired (Illinois based) office supply company at 996 million. Accelerating growth and strengthening the reach of products. ❏ First acquisition of the business HiTouch Business Services, which provided products, services, usable spaces, and contract furniture. ❏ Essendant, distributor of janitorial and breakroom supplies, office furniture, technology and office supply products. Helped Staples to sell products to other companies. 4
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    Why is thisposition important for Staples? ● Staples is putting more emphasis on e-commerce and online service. Print and Marketing department in staples has a heavy workload on a daily basis. They receive orders from customers directly or through their online services. Training programs are very detailed and employees need to be comfortable working independently to meet the customer needs. 5 Position Alignment Recruitment Strategy What are their current talent needs? ● The Print and Marketing Associate position is well suited for individuals who are willing to take multiple roles, willing to take risks, think outside the box, and someone who adapts the company culture quick and well.
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    Job Analysis The twotypes of Job Analysis methods used was the interview and O*NET: Interview: ● Indicated the necessary functions of the job ● Pinpointed the essential and non essential job functions. ● Identified the goals for the store and what is expected from print and marketing associates. ● Recognized what KSAO’s they use out of the O*NET description. O*NET: ● Provided us with a detailed information on the job overview and relationships with higher positioned workers, in addition gave us the necessary responsibilities and duties of a job, what the working conditions are, and the standard of performance for the job description. ● Provided the necessary KSAO’s in detail needed in order to perform the job for the person specification. 7
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    Job Description Job Identification Printand Marketing Associate Job Overview Print and Marketing Associates help make sure they reach sales goals for the whole store since the print department makes up to 75% of the stores sales which Staples finds very important to achieve the sales goals. When it comes to customer needs, print and marketing associates make sure they offer solutions to their marketing needs to their business or personal use. They can try to offer to help customers market their business when it comes to printing. Relationships Print and Marketing associates reports to a print and marketing supervisor and a general manager. Nobody reports to print and marketing associates. Responsibilities and Duties (see appendix) 1. Managing time responsibly. 2. Advising, recommending to, and building relationships with customers. 3. Reaching sales goals 4. Maintaining cleanliness of department. Working Conditions: the job is performed primarily indoors, it is air conditioned, there is heat in the winter. It can be noisy from the machines used. One must be able to stand on their feet throughout their entire shift. Shift varies depending on how many hours you want to take on (part/full time jobs available) Standards of Performance: (see appendix) 1. Making sure customer satisfaction is at 95% 2. Making a certain sale per week. 8
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    Person Specification Basic Qualifications: ●Minimum Age Requirement: must be at least 18 years of age. ● Prior Work Experience: At least one year of customer service experience. Preferred Qualifications: ● Preferred Work Experience: experience with technology ● Preferred Education: high school diploma or GED equivalent Knowledge: ● Customer Service ● Computers and Electronics ● Communications and Media ● POS Systems Skills: ● Oral Communications Skills ● Technological Skills ● Active Listening Skills ● Time Management Skills ● Critical Thinking Skills Abilities: ● Ability to speak clearly and communicate with others ● Ability to listen to what a customer wants and execute it ● Ability to learn new information and apply it to the job ● Ability to use logic and perception to the job. ● Ability to use mathematical reasoning ● Ability to clearly communicate with coworkers and customers Others (i.e. Other Characteristics and Personal Qualities): ● Have an interest in computers 9
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    Sourcing Strategy Candidates seekingfor the role: Active candidates Recruiting Sources: The fastest way to look active employees and young and motivated individuals is from: employee referrals and online job boards Employee referrals: ● Pros: Faster and cheaper hiring process with a less chance of a turnover. Most accurate quantity of candidate information. The retention rate can be higher. It can attract active candidates ● Cons: They can be expensive. Employees can get frustrated if their referral is not hired ● Estimation cost: “69% of companies offer cash bonuses that fall between $1,000 — $5,000” (Medium Corporation) 11
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    Sourcing Strategy Online jobboards - Indeed: ● Pros: It works better for targeting specific populations, a good advertisement can attract more candidates ● Cons: Unqualified candidates and time consuming ● Estimation cost: Ex from Indeed: a job budget with 21$ daily will expose potential candidates to 80 job posts, 40$ daily would expose potential candidates to 85 job posts, 90$ daily would expose the listing to 92 job posts. Speed of referral: Very fast sourcing method. Time to hire for employee referrals is estimated at 29 days. Speed of online job boards: Time to hire through online job boards is estimated at 39 days. Difficulty to find the perfect candidate: the perfect candidate exists in the job market but the position is difficult to be filled because the job itself needs a lot of training to develop the new skills needed to perform this job correctly. Some candidates see how much work this job demands and they end up leaving without completing the whole training. 12
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    Weighted Job Application ●Weighted job applications identifies the applicants education, job experience, and skills that can help with the job ● Information on the application might be similar to the applicants resume, but it makes sure information being shared is consistent ● Applications can be found online, making is easier and convenient for applicants ● Usually takes no more than 30 minutes ● Is fast and cost efficient ● Appealing to active job seekers ● Someone with experience in technology can get +1 on their application compared to someone who doesn’t ● Has a validity of .50 ● A negative about this tool is that some criteria determines right off the bat if you’re qualified for the job or not. To get around this, it’s best to know why the question can determine job success ● Cost of making job applications, $24.69 (from job application I made) ● Helps recruiters identify the best candidates as some of the criteria is wanted more than other. Like, extraversion would be great in this job because talking with the customers and co workers is important. 16
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    Personality Assessments ● Hasa validity ranging from -.13 to .33 ● Validity improves as personality assessments are more correlated to specific job criteria ● If questions are more related to work-specific behaviors, then assessments are an even stronger predictor of performance ● The five most important personality traits are Extraversion, conscientiousness, emotional stability, agreeableness and openness to experience ● These traits are relevant to the job as extraversion is important when it comes to communicating with customers and co workers. Can also predict salesperson performance ● Conscientiousness predicts a candidate's attention to detail and how much effort they are going to give ● Emotional stability is important, if things get out of hand on the job, it’s important for candidates to stay calm and optimistic ● Agreeableness predicts how friendly and cooperative a candidate can be. Important here because having a team member who is friendly with customers and co workers is key ● Workers who are open to new ideas are more likely to listen to the opinions of others ● Applicants react poorly ● Tends to have low adverse impact. Sometimes used with other methods to alleviate their adverse impact, like cognitive 17
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    Personality Assessments Cont. ●Vendor: Kenexa ● Pricing starts at $319.20 for yearly subscription for 10-5000 assessments ● If you have over 5000 assessments, they have the enterprise plan where the price varies on exactly how many you need ● Top companies who use Kenexa: Jaguar Land Rover, Red Lobster, and CVS. ● Describe a time when you relied on your creativity to solve a problem ● What do you believe makes a team successful ● If I asked your co-workers about your greatest strength as a team member, what would they tell me? ● How do you handle stress and pressure at work? ● What is your reaction to someone who has interrupted you while you’re in the middle of an important task 18
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    Phone Screen Guide BasicRequirements ● Must be at least 18 years old ● Prior work experience Preferred Qualifications ● Technology Experience ● Time Management Potential Disqualifiers ● Legal Age Requirement ● Availability ● Full time or part time position ● Reliable Transportation Phone Screen Guide ● In order to work here do you meet the legal age requirement? ● Tell me about your most recent or current job. What exactly did you? ● Do you have any knowledge or experience with computer applications such as Microsoft word, adobe or photoshop? ● How do you manage your time and prioritize tasks? ● Do you have reliable transportation to work in the North Brunswick location? ● This job is a part time role would you be available to work at least 20-25 hours per week? If so what would a general schedule look like for you? ● Why do you think you would do well in this job? 20
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    Structured Interview Guide Top4 Preferred Qualifications 1. Technology Experience 2. Communication with Customers 3. Time Management 4. Teamwork Preferred Qualification Questions Technology Experience If the candidate did have previous print and marketing experience, I would ask... ● Describe a time you used microsoft office to create an order for a customer. ● Tell me about a time when you were using a computer application to complete a customer job and it was not formatting correctly. What did you do? ● Describe a time when you had a customer who wanted to change a design in their order. How did you handle that? If the candidate did not have previous print and marketing experience, I would ask... ● Describe a time when you used microsoft office to complete a project for school or work ● Give me an example in which you had to use a design application to complete a project for work or school ● Describe a time where you used technology for a school or work project 21
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    Structured Interview GuideCont. Top 4 Preferred Qualifications 1. Technology Experience 2. Communication with Customers 3. Time Management 4. Teamwork Preferred Qualification Questions Communication with customers If the candidate did have previous print and marketing experience, I would ask... ● Describe a time when you had to speak to a customer and relay bad news to them regarding an order ● Describe a time when you had to communicate with a customer regarding a complex order that they placed ● Describe a time when you had to speak to an angry customer. How did you manage the situation If the candidate did not have previous print and marketing experience, I would ask... ● Describe a time when you had to communicate with a difficult customer at work ● Describe a time when you had to communicate with a difficult teammate for a school project ● Describe a time when you successfully communicated with a customer regarding a complex issue 22
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    Structured Interview GuideCont. Top 4 Preferred Qualifications 1. Technology Experience 2. Communication with Customers 3. Time Management 4. Teamwork Preferred Qualification Questions Time Management If the candidate had previous print and marketing experience I would ask... ● Describe a time when you had to manage multiple customer orders at once. ● Describe a time when you had to complete an online order while dealing with customers who walk in. Which order did you prioritize? ● Tell me about a time when you had too many customer orders and tasks to do. What did you do? If the candidate did not have previous print and marketing experience I would ask... ● Tell me about a time when you had a nearly impossible deadline at school/work. How did you accomplish the task? Did you involve others, or did you complete the tasks yourself ● Describe a time at work (or school) that you managed numerous responsibilities. How did you handle it? ● Describe a time when you missed a school or work deadline due to having too many tasks. What did you do? Preferred Qualification Questions Teamwork ● Share a time when you experienced working with a difficult coworker or a classmate on a team. How was the coworker/classmate difficult and what did you do to resolve the situation to encourage the team's ongoing progress? ● Can you share an example of a situation in which teamwork enhanced your ability to accomplish your goals or the outcomes that were expected from you as an employee? ● Can you describe a time when you had to work as part of a team to complete a particularly tough task? ● Has your team ever failed to reach a goal? If so, what went wrong and what did you learn from that experience? 23
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    Marketing The Position UniqueBenefits: Quarterly bonuses, financial support of adoption cost, loan paying program, free life services for anxiety, flexible work hours, break rooms, stools, complimentary breakfast in bi- annual store meetings, location change, share fund loans. Glassdoor Reviews “Flexible work schedule” “Work around student schedule” “Lots of opportunities for travel and transfer”25
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    Top Candidate Education: Aims CommunityCollege - May 2019 Greeley High School - June 2015 Work Experience: Office Depot Print Associate June 2018- Present ● Building relationships with customers and understanding a customer’s personal or business needs and seeking solutions to support their marketing needs ● Assist customers with in store orders as well as online orders ● Design business cards, flyers, booklets, and banners Greeley Public Library Computer Lab Assistant January 2017- June 2018 ● Assist students with technical issues ● Help familiarize students with computer software Northern Colorado Medical Center Food Server December 2016- December 2017 ● Ensured optimal guest experience by seating guest, taking orders, serving dished and removing dinnerware promptly and with a positive attitude ● Managed orders and completed financial transactions using digital point of sale system ● Ensured cleanliness of dining areas throughout the day 28 Printing Experience Technology Experience Taco Bell Team Trainer April 2015- December 2016 ● Accurately placed and fulfilled guest orders and resolved any issues to ensure satisfaction ● Worked with a team to maintain the brand standards and food quality Skills: ● Microsoft Office Software ● Interpersonal and written communication ● Multi- tasking ● Time Management ● Active Listening ● Teamwork 5 years of customer service experience High School Diploma
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    Middle of theRoad Candidate Disqualified Candidate 29
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    Citations 31 1- Our Story.(n.d.). Retrieved from https://www.staples.com/sbd/cre/marketing/about_us/our-story.html 2- Wolf, A. (2018, September 19). Life After Retail: Staples & Office Depot Search For Greener Pastures. Retrieved from https://www.twice.com/retailing/staples-office-depot-search-greener-pastures 3- Under Sandy Douglas, Staples Inc. Is Reinventing Its Business. (2018, November 12). Retrieved from https://chiefexecutive.net/under-sandy-douglas-staples-inc-is-reinventing-its-business/ 4- https://1.next.westlaw.com/Document/I28740360d57011e08b05fdf15589d8e8/View/FullText.html?navigationPath=Search%2Fv1% 2Fresults%2Fnavigation%2Fi0ad73aa50000016a70ab39741c0efedb%3FNav%3DHOOVERS- PROFILE%26fragmentIdentifier%3DI28740360d57011e08b05fdf15589d8e8%26startIndex%3D1%26contextData%3D%2528sc.Sear ch%2529%26transitionType%3DSearchItem&listSource=Search&listPageSource=3fc154fbe1cc0d93dc6d6559085a2119&list=HOOV ERS- PROFILE&rank=3&sessionScopeId=d73926c47b1839729b965c441957b676a94e1e5ad475d57334be784a1b1bc1fd&originationCon text=Search+Result&transitionType=SearchItem&contextData=%28sc.Search%29 5- Johnson, J. (2018, August 02). Staples Launches Program to Help Employees Repay Student Loans. Retrieved from https://studentloans.net/staples-launches-program-to-help-employees-repay-student-loans/ 6- About the Staples Share Fund. (n.d.). Retrieved from http://www.staplessharefund.org/ 7-Build your future with O*NET OnLine. (n.d.). Retrieved from https://www.onetonline.org/ 8-Staples on the Forbes America's Largest Private Companies List. (n.d.). Retrieved from https://www.forbes.com/companies/staples/#4187e953ce9b 9-Benefits - Staples Jobs. (n.d.). Retrieved from https://careers.staples.com/page/show/benefits 10- HQ base theme. (n.d.). Retrieved from https://news.staples.com/press-release/corporate/staples-wins-2017-sp-global-platts-
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    Citations 32 12- Staples Printand Marketing Associate Reviews. (n.d.). Retrieved from https://www.glassdoor.com/Reviews/Staples-Print-and- Marketing-Associate-Reviews-EI_IE1909.0,7_KO8,37.htm 13- Staples Acquires Independent Dealer HiTouch Business Services. (2018, June 26). Retrieved from https://www.businesswire.com/news/home/20180626006509/en/Staples-Acquires-Independent-Dealer-HiTouch-Business-Services 14- HQ base theme. (n.d.). Retrieved from https://news.staples.com/press-release/corporate/sycamore-partners-affiliate-acquires- national-wholesale-distributor-essendan 15-SHRM. (2016, July 29). Application: Employment Application #1. Retrieved from https://www.shrm.org/resourcesandtools/tools-and-samples/hr-forms/pages/application_employmentapplication3.aspx 16-Phillips, J., & Gully, S. M. (2015). Strategic staffing(3rd ed.). Boston: Pearson. 17-SHRM. (n.d.). Relationship Management. Retrieved from https://www.shrm.org/resourcesandtools/tools-and- samples/interview-questions/Pages/relationshipmanagement.aspx 18-Indeed Pricing. (n.d.). Retrieved from https://www.indeed.com/hire/pricing 19- Martic, K., & Martic, K. (2018, July 06). 8 Most Important Employee Referral Statistics. Retrieved from https://medium.com/hr-blog-resources/8-most-important-employee-referral-statistics-f7c25cf41667 20- Resumes.indeed.com,resumes.indeed.com/resume/37cd537aff5c9a77?s=l%3D%26q%3Dcopy%2520and%2520print%2520associat e%26searchFields%3D.
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    Strategic Alignment, cont. 33 Strategy In2017, a private equity firm, Sycamore Partners have acquired Staples. They have rerouted their growth direction, the management operations, and helped Staples to keep their lead in the market. Their new strategy helped to form a new management team with a new CEO, abandoned their international business holdings, and strengthening their B -B offerings through their broadened online and retail services. Their new strategy helped Staples to overcome the decrease in sales by placing a higher emphasis on online business and technology services. Acquisitions After Sycamore Partners acquired Staples and placed a new CEO- Sandy Douglass, they have started to acquire businesses that would support the businesses new direction of online and technological services. + First acquisition of the business HiTouch Business Services, which provided products, services, usable spaces, and contract furniture. “We will continue to to look for strategic opportunities like this one where we can help to create better options for businesses in the marketplace.” + Another acquisition is Essendant, distributor of janitorial and breakroom supplies, office furniture, technology and office supply products. Helped Staples to sell products to other companies.
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    Phone Screen GuideRationale ● The questions developed for the phone screen were based on the basic requirements, preferred qualifications, and potential disqualifiers. To work at Staples, an individual has to be at least 18 years old so that is the first question asked in the phone screen. Moving forward the company is looking for a candidate who has prior work experience and by asking about their experience we are able to learn if any of the tasks they do now in their current or previous job relate to anything print and marketing associates do. Customer service skills are very important, and this position requires dealing with multiple customers at once so prior customer service skills are essential. A preferred qualification we are looking for is technology experience, so by asking about that we are able to determine if the candidate has any experience with applications such as Microsoft Office Suite as well as Adobe. These computer applications will be used regularly for this position so the more experience the candidate has the better. Another important preferred qualification is time management so by asking this question we are able to evaluate if the candidate values time and how they prioritize tasks that they need to have done. Being prompt for every shift is very important and every candidate needs to have reliable transportation to ensure their timeliness. This position is a part time role so we would need a candidate who can work up to 25 hours per week and would need someone who would be available at different times during the week. By asking about the candidates availability we are able to see if they are able to work any of the times that are needed. The last question is asking the candidate why they would do well in this job. We want to assess if the candidate has the right skills for the position, is overall a good fit for the company and what makes them the perfect candidate. 34
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    Structured Interview GuideRationale 35 Preferred Qualification Technology Experience: ● A preferred qualification that Staples is looking for in a candidate is technology experience. This position relies on an associate to utilize a computer daily so a candidate needs to know the basic functions of a computer. Associates in this position use Microsoft Office, Adobe, and Photoshop to design or edit orders for customers. Technology will be used everyday in this position so the more experience a candidate has the better because it will allow them to need less training. If the candidate had previous print and marketing experience we would ask them to describe a time when they used Microsoft Word to create an order for a customer. This will allow us to learn how much experience a candidate has with Microsoft. Another question is to describe a time when you had to change a design in a customer's order. From this we would be able to assess if the candidate has the proper technology skills to fix a customers order. If the candidate did not have previous print and marketing experience we would ask the candidate to describe a time where they used Microsoft Office for a school or work project. Also we would ask them to describe a time when they used a design application to complete a project for school or work. From these questions we are able to determine how much technology experience a candidate has. We are able to assess if the prior technology experience they possess will be something that will give them the right experience to excel in this position.
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    Structured Interview GuideRationale Cont. 36 Preferred Qualification: Communication with customers ● Working as a print and marketing associate requires an individual to have constant contact with customers throughout their entire shift, so experience with communication is necessary. Good communication skills are needed to ensure that associates are assisting and following up with customers and giving them the best customer service possible. By asking candidates with previous print and marketing experience about times when they had to relay bad news to a customer will allow us to see if the candidate has effective customer communication skills. We can see how they handled the situation and how they turned bad news into a positive experience for the customer. Also by asking the candidate to describe a time when they had to speak to a customer regarding a complex order will show if the candidate is able to follow along when a customer is speaking and is able to effectively communicate and ask questions to ensure that they complete an order correctly. If the candidate did not have previous print and marketing experience we would ask the candidate to describe a time when they had to communicate with a difficult customer at either their current or previous job to see if they have experience dealing with difficult customers and how they handled the situation.
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    Structured Interview GuideRationale Cont. 37 Preferred Qualification: Time Management ● Time Management is another important preferred qualification as a print and marketing associate because most if not all customers need their orders done by a specific time and day. Orders can be placed online or in store and there can be rush jobs where a customer pays more to have their order done right away. Due to those different types of orders time management is a key aspect of the job. If a candidate had previous print and marketing experience I would ask them about a time when they had to handle multiple orders at once. By asking this question we can see what the candidate does in this situation and how well they manage their time to effectively get all tasks done. Another question that I would ask would be to describe a time when they had too many orders at the same time. This question would showcase how a candidate would deal with too many responsibilities and what would be the best possible way of completing as many as possible in a short amount of time. If the candidate did not have previous print and marketing experience I would ask them to describe a time where they had numerous responsibilities at either school or work and how they handled that. Having multiple tasks at once will occur very frequently in this position and this question would help us decide if the candidate has the right time management skills to succeed as a print and marketing team member. Another question I would ask would be to describe a time when the candidate missed a deadline at school or work and how they dealt with that situation. This question would show what the candidate has done when they did not have enough time to complete a task and what steps they took to resolve that issue.
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    Structured Interview GuideRationale Cont. 38 Preferred Qualification: Teamwork ● Teamwork is used very frequently as member of the print and marketing team. Each shift employees will be working with multiple coworkers to support the marketing needs of customers. A great team player is needed to ensure that all customer order deadlines are met and that each order is done is efficiently. One of the interview questions was to describe a time when they experienced working with a difficult team member and what was done to resolve the issue. From this we are able to see how the candidate works with someone they might not get along with and what steps they took to make sure the task was completed. Another question was about describing a time when teamwork was used to accomplish a tough task. From this we would be able to assess if the candidate can work well on a team to solve a complex problem. Sometimes tasks are very difficult to complete alone and teamwork is needed. A team player is needed to in this position to support all other print and marketing team members because the main goal is to provide customers with great quality and amazing customer service
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    Marketing The Position,cont. 39 ● Employees working in the print and marketing department can earn a bonus for each quarter. For every quarter the department sets a certain budget to be reached. If the goal is reached or even passed, employees earn bonuses for that quarter. ● Associates can be supported with financial support for adoption costs. ● Depending on how long full time positioned employees worked, employees can be eligible for the new loan paying program Staples has launched. Selected individuals can receive 100$ for 36 months, and have a total of $3600 repayment. ● Free life services for stress and anxiety ● Flexible work hours ● Having a team environment while working ● Free parking ● Resting chairs- stools ● Break room ● Printing discount for employees ● Store wide meeting every 6 months with complimentary breakfast ● Staples share fund- emergency relief loans for natural disasters and personal events. ● Wage increase after yearly review ● Growth opportunities- to becoming a supervisor ● Covering parts of the traveling costs (delivery) ● Location change ● Free beverages provided for employees ● Free snacks ● Overtime Pay (the 1.5 rate) ● Comfortable working environment Unique Benefits
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Editor's Notes

  • #15 Recreate table, might be blurry
  • #26 https://www.youtube.com/watch?v=IpLRvwg-uvo