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What About Quality Metrics for Temps?

March 07 2012

Staffing suppliers need to adopt metrics aimed at measuring quality of temporary workers, John Heigl writes in the Straight Talk column in this month’s issue of Staffing Industry Review magazine. Heigl is consultant, Global Flexible Staffing Services, at Eli Lilly and Co. Read the Staffing Industry Review column for free, click here.

Or go to the full issue of Staffing Industry Review, available free online, by clicking here.

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President

Tom Landry 03/08/2012 12:09 pm

How do you begin this conversation? Is the number one issue really quality, or is that the thing that sounds good to a survey? Admitting price is the real determining factor wouldn’t sound as non medieval.
While I agree with the premise of quality standards, I really haven’t seen the response to quality by the buyer. Especially the bigger the client, the less it means in reality. Buying decisions are made without the input of the direct users of the service. These are the people who experience the poor quality issues but there is no method in many cases for these people to relay their concerns to the people making the selection.
I, like Steve, have tracked our numbers for 15 years. I know what my turnover is, my on time arrival, my client satisfaction. We have been awarded “Best In Staffing” for three consecutive years with a net promoter score 2.5 times higher than the industry average (that has dropped three years in a row). Has that mattered to the buyer? Some, my question to you is would these proven metrics matter to you if my price was 5% higher than your current poor supplier? Probably not. The possibility that the quality you want might seem more up front but actually deliver huge returns is never explored because of the experiences of the past. So we are in this circle of mediocrity.
Until buyers and providers start treating people like people and not like pork bellies, put the purchasing decision back into the hands of the people who live with the choices they make you will never see an increase in quality.
I would love to explore this further in a place more appropriate, maybe next week in Vegas. Good luck in your quest brave knight!


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