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The purpose of the research was to determine whether personality and measures of ability would significantly predict job performance of call centre operators in a South African communications company. The Customer Contact Styles Questionnaire (CCSQ7.2), the Basic Checking (CP7.1) ability test and the Audio Checking (CP8.1) ability test were completed by operators as the predictors. Supervisors completed the Customer Contact Competency Inventory (CCCI) for 140 operators as a measure of job performance. Performance statistics were obtained for the sample as additional criterion data. Correlations and multiple regression analysis revealed statistically significant small to moderate correlations between the criteria and the predictors. The research was conducted from a concurrent validity perspective. Further research from a predictive validity perspective is suggested in order to substantiate the findings and to improve the generalisability thereof. / Industrial and Organisational Psychology / M.A. (Industrial Psychology)

Some chapters have bibliographical references at the end of the chapter / Strategic recruitment and retention efforts improve the capacity of a research unit in delivering outputs such as collaborative research, increased grant funding and peer-reviewed journal articles (Chung, Clifton, Rowe, Finley, & Warnock, 2009). At the same time, knowledge of employees’ experiences can help organisations improve HRM strategies and practices. In this regard, the motivation driving this study was that exploring the recruitment and retention experiences of staff in a university research unit could reveal significant insights that could assist in refining the organisation’s HRM practices, thereby facilitating attraction and retention of valuable talent. This qualitative study was designed from an interpretive paradigm and a constructivist perspective in order to facilitate the exploration and understanding of employees’ subjective experiences. Findings indicate that professional development, organisational appeal and networking opportunities make this research unit an employer of choice. These factors, among others, are both attractors and incentives to remain with the organisation which significantly outweigh factors that discourage attraction and retention. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

The need for the identification and appropriate development of talent in organisations has led to a renewed interest in the accuracy of tools used in this context. The objectives of the study were to: (1) determine whether there is a significant difference in the growth in theoretical capability as predicted by Career Path Appreciation (CPA) 1 and CPA 2 among the sample population, (2) determine whether there is a significant difference in Mode as predicted by CPA 1 and CPA 2 among the sample population, and (3) formulate recommendations for Talent Management and Industrial and Organisational Psychology practices and future research. The CPA is a tool used for the selection and development of talent nationally and internationally. Limited recent test-retest research has been done regarding the utilisation of the CPA in this context. Scholars in the field of industrial psychology could therefore benefit from follow-up research regarding the validity and reliability of the CPA. The research design is an ex post facto correlational design using longitudinal data of a sample of convenience (N=527). Overall, the results indicated a significant correlation between CLC for CPA 1 and CPA 2 as well as between Mode for CPA 1 and CPA 2. The CPA as a measure of theoretical capability is consistently accurate between measures and can be used with confidence for the identification and development of talent within organisations. / Industrial & Organisational Psychology / M. Admin. (Industrial and Organisational Psychology)

The purpose of this study is to assess the suitability of a psychometric test battery that is used by a large service department of the Durban City Council in the selection of apprentice electricians. The essence of the investigation is to determine whether the tests being used are appropriate for the purpose for which they are applied, as well as being justifiable within the current context in South Africa. A predictive validity analysis was carried out to determine whether the psychometric tests have a correlational relationship with the trade test which apprentices undergo. The analysis was carried out on a sample of fifty five apprentices, consisting of a black group of 16 and a white group of 39. The results of the analysis were that the tests generally did not have a positive link with the results of the trade test. The only exception was the Mental Alertness test which showed a significant correlation with the trade test for the white sample only. The value of the study lies in its usefulness to the organisation which uses the test battery in terms of providing a review of the effectiveness of the tests. Recommendations of the study are that alternative methods for apprentice selection be investigated. / Thesis (M.A.)-University of Natal, Durban, 1999.

The purpose of the research was to determine whether personality and measures of ability would significantly predict job performance of call centre operators in a South African communications company. The Customer Contact Styles Questionnaire (CCSQ7.2), the Basic Checking (CP7.1) ability test and the Audio Checking (CP8.1) ability test were completed by operators as the predictors. Supervisors completed the Customer Contact Competency Inventory (CCCI) for 140 operators as a measure of job performance. Performance statistics were obtained for the sample as additional criterion data. Correlations and multiple regression analysis revealed statistically significant small to moderate correlations between the criteria and the predictors. The research was conducted from a concurrent validity perspective. Further research from a predictive validity perspective is suggested in order to substantiate the findings and to improve the generalisability thereof. / Industrial and Organisational Psychology / M.A. (Industrial Psychology)

Some chapters have bibliographical references at the end of the chapter / Strategic recruitment and retention efforts improve the capacity of a research unit in delivering outputs such as collaborative research, increased grant funding and peer-reviewed journal articles (Chung, Clifton, Rowe, Finley, & Warnock, 2009). At the same time, knowledge of employees’ experiences can help organisations improve HRM strategies and practices. In this regard, the motivation driving this study was that exploring the recruitment and retention experiences of staff in a university research unit could reveal significant insights that could assist in refining the organisation’s HRM practices, thereby facilitating attraction and retention of valuable talent. This qualitative study was designed from an interpretive paradigm and a constructivist perspective in order to facilitate the exploration and understanding of employees’ subjective experiences. Findings indicate that professional development, organisational appeal and networking opportunities make this research unit an employer of choice. These factors, among others, are both attractors and incentives to remain with the organisation which significantly outweigh factors that discourage attraction and retention. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

The thesis is focused on describing the procedures through which organizations can acquire and retain high-quality long-term workers in the ICT sector. Most of the described procedures can be easily transfered to other industries. Brand new approaches that can be applied in the process of recruitment, are discussed as well, specifically, the possibility of using online social networks such as Facebook, LinkedIn or Twitter. Outsourcing is another, fairly new option of acquiring employees. An example of such a service is oDesk. The following part of the work describes the processes that are used in recruitment and retaining the skilled employees in the Unicorn company, which is the major producer of software in the Czech Republic. Despite Unicorn`s long-term achievements and experience in implementing the various human resources management and other related activities in order to acquire and maintain high-quality employees, the author was able to formulate specific proposals and recommendations that may contribute to their further improvement and streamlining. These recommendations are subject to the final part of the thesis.

The need for the identification and appropriate development of talent in organisations has led to a renewed interest in the accuracy of tools used in this context. The objectives of the study were to: (1) determine whether there is a significant difference in the growth in theoretical capability as predicted by Career Path Appreciation (CPA) 1 and CPA 2 among the sample population, (2) determine whether there is a significant difference in Mode as predicted by CPA 1 and CPA 2 among the sample population, and (3) formulate recommendations for Talent Management and Industrial and Organisational Psychology practices and future research. The CPA is a tool used for the selection and development of talent nationally and internationally. Limited recent test-retest research has been done regarding the utilisation of the CPA in this context. Scholars in the field of industrial psychology could therefore benefit from follow-up research regarding the validity and reliability of the CPA. The research design is an ex post facto correlational design using longitudinal data of a sample of convenience (N=527). Overall, the results indicated a significant correlation between CLC for CPA 1 and CPA 2 as well as between Mode for CPA 1 and CPA 2. The CPA as a measure of theoretical capability is consistently accurate between measures and can be used with confidence for the identification and development of talent within organisations. / Industrial and Organisational Psychology / M. Admin. (Industrial and Organisational Psychology)

This diploma thesis deals with the issue of acquisition and selection of software developers with an emphasis on current trends in this area. With regard to demand of labour market for software developers, HR professionals are required to take an innovative approach in their acquisition and selection. The personnel officers are also expected to have a basic orientation in technical terms and an overview of used technologies. The aim of this thesis is to identify significant changes in the acquisition and selection of software developers with an emphasis on current trends. The thesis presents the specifics of work in the software development industry, the position of the software developer within the ICT professions system, the category of software developers or the competency model of a software development worker. The theoretical sources are mainly current foreign articles. The thesis is supplemented by its own empirical survey, which verifies the experience of software developers with the application of the latest trends in the process of recruitment and selection of employers in the Czech Republic.