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Case Study 3: Applications: Evaluation Of Two New Assessment Methods For Selecting Telephone Customer Service Representatives

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Q Chapter 7, "Applications: Evaluation of Two New Assessment Methods for Selecting Telephone Customer Service Representatives": answer questions 1–3. (title page, at least three complete pages of original analysis and discussion, reference page) Book: Staffing Organization, Herbert Henemen, 9th ed. After reading the description of the study and observing the results above, How do you interpret the reliability results for the clerical test and work sample? Are they favorable enough for Phonemin to consider using them “for keeps” in selecting new job applicants? How do you interpret the validity results for the clerical test and work sample? Are they favorable enough for Phonemin to consider using them “for keeps” in selecting new job applicants? What limitations in the above study should be kept in mind when interpreting the results and deciding whether to use the clerical test and work sample?

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It is very important to take account of the coefficient alpha and interrater agreement if we are to interpret the results for the clerical test and work sample within just one time period. The clerical test is rated objectively due to which we can use the coefficient alpha to determine its reliability both in time 1 and 2. It is clearly stated in the process that the rate of coefficient alpha should be at least .8 in order to meet the acceptable degree of reliability. According to this rate, the clerical test that was conducted keeps up the criteria of coefficient alpha that is .85 at time 1 and .86 at time 2. On the other hand, the work sample was rated subjectively due to which we need to look into the interrater agreement to conclude or know the reliability of the work sample in time 1. As there was some kind of degree to which the coefficient alpha should be, in a similar way the interrater agreement should also have some required level and that is above 75% for the usage of the result of the end rating of the test is very important. The work sample for tactfulness and concern for customers was 88% and 80% in time 1 and 79% and 82% in time 2.