Hello everyone
It's me again from the Recruitment agency !

I can only think of one example of non-conforming service in a recruitment scenario and it is where the candidate does not fulfill the requirements of the customer.

Can anyone suggest any other areas which might constitute a non conforming service please

Debbie

The example you gave is so broad that in my mind it's really a subject and not basis of a nonconformance.

Why? Because a nonconformance should be more actionable--it should better describe the manner in which requirements were not satisfied. It should be solvable or approachable in some specific way. For example:

1. Candidate's performance did not match the expectations, in spite of what was listed on the resume. To resolve, include testing in the hiring process.

2. Candidate could not achieve security clearance needed. To resolve, make the pre-screening process more sensitive/thorough.

3. Candidate did not possess the customer service skills needed. To resolve, get a better understanding of what the client expects of the candidates a,d perform the screening/testing needed for this specific skill.

4. Candidate did not fit the culture. Resolution is difficult with aspects like this one. Arguably there is a limit that a recruiter can do; the corrective action process should be flexible enough to negotiate when customer requirements can or cannot be met.

Can anyone suggest any other areas which might constitute a non conforming service please You over charge your client, beyond the actual worked hours. That never happens....:rolleyes:

The example you gave is so broad that in my mind it's really a subject and not basis of a non-conformance.

Why? Because a non-conformance should be more actionable--it should better describe the manner in which requirements were not satisfied. It should be solvable or approachable in some specific way. For example:

1. Candidate's performance did not match the expectations, in spite of what was listed on the resume. To resolve, include testing in the hiring process.

2. Candidate could not achieve security clearance needed. To resolve, make the pre-screening process more sensitive/thorough.

3. Candidate did not possess the customer service skills needed. To resolve, get a better understanding of what the client expects of the candidates a,d perform the screening/testing needed for this specific skill.

4. Candidate did not fit the culture. Resolution is difficult with aspects like this one. Arguably there is a limit that a recruiter can do; the corrective action process should be flexible enough to negotiate when customer requirements can or cannot be met.

Jennifer,
What you are describing here is a CAR to a non-conformance issued by the customer. As a recruiting agency their product is labor. If the product does not meet the customer specifications it is a nonconformist. However, to answer the original question is that is to look at it this way.

What is your output = Labor
Does the output meet the customer requirements YES/No
If not then it is a nonconforming output. Anything you do to correct that nonconformace can only be done with improving your procedures. In your case screening procedures.

Tim

Remember that your candidates and temps/contractors are also your customers.

Not communicating within promised time frames.
Incomplete/incorrect/misleading information about the role/salary/conditions.
Late/incorrect payment of wages/statutory deductions.

Hello everyone
It's me again from the Recruitment agency !............

Can anyone suggest any other areas which might constitute a non conforming service please

Debbie

It's impossible to tell one what they did wrong without actually knowing their business in detail.

If I were to run such a service set-up, I would require service standards to be available (such as phone must be answered within X number of rings, etc). Anything not done according to these service standards are NC's.

To know possible nonconformances you have to go back to your agreement with the client, be it the employer or the (temp)employee. We need to look at your service and commitment is. I disagree with other posters about whether the candidate doing the job satisfactorily or not is automatically a NC. It depends what you promised to do and supply. Of course there are various levels of service. You can check employment references, do skill tests, medical and even criminal records checks. An NCN is basically where you commited yourself to doing something and haven't done it. So at one extreme if a candidate tells you he/she can type and you supply them as typist it may not be a NCN but would certainly result in a complaint. You'd then look at all the complaints and consider changing your system to include some form of verification check for typists.

A lot of the potential NCs would be in serice areas eg how fast can you supply staff and did you supply within timeframe, how many candidates to vacancies do you offer.