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July, 2010

SHL Clients: Demonstrating the Positive
Impact of Assessment on Business Performance
While assessments have been a critical part of the talent management Research Brief
landscape for some time, the ways organizations go about using them has Aberdeen’s Research Briefs
been evolving. SHL, a player in the assessments space since 1977, has also provide a detailed exploration
evolved as the industry has experienced pressure to create a more holistic of a key finding from a primary
view of talent, expanding the use of assessments from a pre-hire HR activity research study, including key
to a valuable tool used throughout the organization and the employee performance indicators,
lifecycle. In Aberdeen's March 2010 study Talent Assessment Strategies, over Best-in-Class insight, and
250 organizations currently using assessments were studied, including 74 vendor insight.
organizations using SHL solutions. This Research Brief will look at how
users of SHL assessments are performing in three key areas - extending the
use of assessments into the post-hire, providing managers with actionable
assessment output, and making better entry-level hiring decisions.

Assessments Throughout the Lifecycle
The past few years have seen several shifts in the use of assessments -
organizations are using assessments in new ways, and are integrating
assessments data throughout talent management systems to make better
talent decisions. In both 2009 and 2010, respondents to our surveys
indicated that increased business competition and skill shortages were the
top two pressures driving them to pursue a talent assessment strategy. To
combat these perennial pressures, assessments are being viewed as having
an impact well beyond just hiring decisions (Figure 1).

Figure 1: Goals for the Use of Assessments

75% 69% "For an assessment strategy to
63% take off, it needs management
Percentage of respondents, n=264

commitment, competency level
definitions, and valid and
50% 46% reliable assessment tools."
~ Lara Kenchington, Manager,
HR Development /
Organizational Development,
25%
Areva Resources,
Southern Africa

0%
Improving quality of hire Identifying high-potential Identifying skill / competency
talent gaps for each job role

Source: Aberdeen Group, June 2010

© 2010 Aberdeen Group. Telephone: 617 854 5200
www.aberdeen.com Fax: 617 723 7897

SHL Clients: Demonstrating the Positive Impact of Assessment
on Business Performance
Page 2

Assessments have long been viewed as a tool for pre-hire decision making, Fast Facts
but an increasing number of organizations are using them as guidance at
√ Organizations integrating
multiple points in a career. This shift in emphasis has lead organizations to
their competency framework
look at how assessment tools are used throughout the employee lifecycle. across the entire talent
However, this broader use of assessments requires increased consistency in lifecycle are 5 times as
the qualities or skills that are being assessed. Building or acquiring a likely to achieve Best-in-
competency framework to assess against was the top strategy identified by Class performance
organizations to achieve their assessment goals. And in Aberdeen's
November 2009 look at Competency Management, it was discovered that
Best-in-Class organizations not only utilize competency frameworks against
multiple aspects of talent management, but that those using a consistent
competency model across talent acquisition, learning, performance
management and succession processes are five times as likely to achieve
Best-in-Class performance as those that do not. This need to consistently
apply an assessment strategy, and integrate the results of assessments across
talent processes is clearly demonstrated by Best-in-Class organizations
(Figure 2).

Figure 2: Assessments Integrated with Talent
Management Processes
Best-in-Class Criteria
100% Best-in-Class
92%
All Others The following key
85%

79% performance indicators were
74% used to determine the Best-
72%
75% 69%
61% 64% in-Class for use of
56% assessments, with top
performers achieving
50%
38% impressive results:
√ 84% of employees received
25% rating of “exceed” on last
performance review

0% √ 81% of key positions have
Recruitment Onboarding Performance Succession Learning at least one willing and
management planning able successor identified
√ 33% year-over-year
Source: Aberdeen Group, June 2010 improvement in hiring
manager satisfaction
While top performing companies still do integrate assessments in the pre-
hire, they are more likely to use them at all other points in the talent Best-in-Class: top 20% of
management lifecycle. Clearly, the consistent use of assessments in the pre- aggregate performance
scorers
and post-hire is a growing trend, and for good reason as the next section
will demonstrate. Industry Average: middle 50%
of aggregate performance
scorers
Consistency is King
Regardless of the source of assessments, using them consistently is critical Laggards: bottom 30% of
to achieving maximum benefit. As Figure 3 shows, using assessments in both aggregate performance
scorers


Page 3

the pre- and post-hire versus in the pre-hire alone results in increased
performance on several key metrics. And SHL's clients are reaping the Fast Facts
benefits of this shift in focus as well. Figure 3 compares those using
Compared to organizations
assessments in the pre-hire stages only, as well as those using both pre- and using other solutions, SHL
post-hire assessments, to their peers that have partnered with SHL. customers using assessments
in the pre- and post-hire
Figure 3: Performance on Key Metrics are seeing:
√ 15% greater performance in
100% Pre-hire only
90% first year retention
84% 85% SHL Pre-hire
76% 78% Pre- and post-hire √ 18% greater new-hire
74% 76% 72%
75% SHL pre- and post-hire performance
√ 33% greater improvement in
hiring manager satisfaction
50%

28%
21%
25% 18% 19%

0%
First year retention New -hire performance Change in hiring manager
satisfaction


It is interesting to note that even in pre-hire metrics, performance is
improved when the organization has committed to a strategy that includes
the use of assessments in both the pre- and post-hire. And the results are
even better for SHL users implementing assessments across the talent
lifecycle. SHL customers using assessments in the pre- and post-hire are
seeing 15% greater performance in first year retention, 18% greater new-
hire performance, and a 33% greater improvement in hiring manager
satisfaction versus organizations using other solutions. These results send an
important message to anyone looking to impact metrics usually associated
with hiring and onboarding through the use of assessments in the pre-hire.
While first year retention, new-hire performance (defined as the
achievement of first performance milestones within agreed-to timeframes)
are often rolled into quality of hire metric reporting, performance in all of
these areas is improved if the assessment culture is continued beyond the
hiring process.
Even more importantly to managers and leaders is the impact the use of
SHL assessments across the employee lifecycle is having on profit and
revenue. Using SHL assessments in the pre-hire only is having a positive
impact on financial performance (measured as change over the previous 12
months), but when used in both the pre- and post-hire the improvement is
dramatic (Figure 4).


Page 4

Figure 4: Performance on Key Metrics
Fast Facts
15% SHL Pre-hire
SHL customers (compared to
SHL pre- and post-hire organizations using assessments
12%
11%
in the pre-hire only) using
assessments in both the pre-
10% and post hire saw:
√ Six-times greater increase
in revenue per FTE
5% √ Eleven-times greater
increase in profit per FTE
2%
1%

0%
Increase in revenue per FTE Increase in profit per FTE


Managers Take the Lead
Obviously, simply purchasing and implementing an assessment solution in Fast Facts
and of itself will not result in improved performance. Like any tool or √ SHL customers are 31%
technology solution, the context in which that tool is used has a great more likely than all other
impact on the results attained. Given the performance levels achieved by organizations to have in
SHL's clients, it makes sense that the capabilities in place to support the use place a process to clearly
of assessments are differentiated. communicate assessment
results to managers
As a whole, SHL clients are 31% more likely than non-SHL clients to have in
place one key capability: the clear and regular communication of assessment
results to managers. With 88% of SHL clients citing this capability, it is the
most commonly found capability among this subgroup, and it sets the tone
for how assessments are viewed within the organization. Those that view
assessments as a tool to be used by managers to make real time decisions
that will impact the business and allow them to employees in front of the
right customers armed with the right skills, behaviors, aptitudes
competencies and information are going to achieve better results. And
when we break down the top capabilities among organizations utilizing
assessments in the pre-hire only versus pre-and post, the contrast is even
more striking (Figure 5). Clearly, integrating the use of assessments into the
pre- and the post-hire is emerging as a best practice for all organizations.


Page 5

Figure 5: Capabilities Supporting Performance

100% 93% SHL Pre-hire
Pre- and post-hire
81% 79%
76% 76% SHL pre- and post-hire
75%
63%

50% 45% 45%

27%
25%

0%
Assessment results clearly Support for assessments Career progression
communicated to managers from managers milestones are identified and
documented


Putting the results of assessments into the hands of managers is critical to Fast Facts
help drive performance for organizations. And these same companies that
√ SHL customers using
are getting assessment results into the hands of managers are also getting
assessments in the pre and
greater buy-in for the overall assessments strategy. SHL clients using post-hire are 25% more
assessments in the pre- and post-hire are 25% more likely to support the likely to have manager buy-
assessment strategy than those using them in the pre-hire only. This makes in and support for their
sense because the more managers realize that assessments can help guide assessments strategy
decision making, the more supportive they will be of their use.
The last differentiated capability was the definition of career progression
milestones and metrics. This capability is linked to the previous discussion of
defining competencies. When there is a clear picture of what is required,
both at an organizational level and for individual job roles, it is much easier
to assess against those criteria. In many organizations, job descriptions and
requirements for entering the organization have been made clear. But for an
individual wishing to progress their career or a manager wanting to help
coach someone along to take on a new role, the next steps can often be
less clear. When career paths are laid out, assessments can be used at an
individual level to test for readiness, to help gauge potential, and to help an
employee plan their development to get to the next level. This type of
clarity on what will be required can also help mine existing talent pools for
untapped aptitudes and competencies to make better decisions about
career progression for both the individual and the organization. And for a
manager, laying the results of assessments against the picture of what they
need to move the organization forward can help them identify critical gaps
and maximize existing talent.
In addition to these capabilities, several differences were seen in the
enabling tools and technologies that SHL customers were using to support
their success through assessments. The most differentiated tools are all
around competencies and gap assessment. As illustrated in Figure 6, the

Page 6

ability to use assessments to support the development of the skills,
capabilities and knowledge required of the business is a key driver
of success.

Figure 6: Enablers Supporting Performance
Fast Facts
75% SHL Pre-hire
SHL Pre- and post-hire
√ 88% of organizations using

61% SHL assessments ensure that
assessment results are
48% clearly communicated to
50% 46%
managers, compared to 81%
of the Best-in-Class and just
31% 67% of users of other
assessment solutions
25%

0%
Competency model libraries Competency gap analysis tools


In embarking on an assessments initiative, it is important to remember the “Quick and easy-to-interpret
critical role of the manager when evaluating the user experience, the types reports enable interview panels
of reporting, and how the solution fits in with the rest of the talent across our operations to
management processes and solutions already in place. The number one consistently ask the right type
criteria cited by Best-in-Class companies for assessment vendor selection of questions to ensure we get
was the ability to integrate with other HR and talent management software, the very best candidates who
a key feature of SHL's value proposition for it's users. And, as mentioned, possess the relevant key Oxfam
currently 88% of organizations using SHL assessments ensure that GB behaviors. Furthermore, we
assessment results are clearly communicated to managers, compared to have seen a consistent
improvement in the quality of
81% of the Best-in-Class and just 67% of users of other assessment
candidates hired.”
solutions. Having tools that are integrated with existing talent management
software, designed to be used by managers, and that deliver clear, actionable ~ David Benson, Head of
results to the line is a critical capability, and one that SHL is addressing for Talent at Oxfam GB, an SHL
its customers. This mindset is also driving performance improvement on User
both quality of hire and succession benchstrength (defined as the percentage
of key roles for which one or more successor has been identified) metrics
(Figure 7).


Page 7

Figure 7: Performance of Companies with User Friendly Output

100% Assessments usable by
86% managers

82% 80%
Not in place
73%
75%
61%

50% 47%

25% 21%
14%

0%
New -hire retention New -hire Succession Change in hiring
performance benchstrength manager satisfaction


Case in Point
The case study below of one SHL client illustrates how one global
organization took its assessments strategy from pre- to post-hire, and
created a new culture of feedback and assessment. Their story
demonstrates how they built internal demand for expanded use of
assessment tools by first demonstrating the benefits to a core group of
managers, and helping them improve the business.
“Where at first our recruiters
Metso is a global supplier of technology and services for the mining, felt fear at using pre-hire
construction, power generation, oil and gas, recycling, and pulp and paper assessments, now they feel
industries. With over 27,000 employees in over 50 countries worldwide, more and more pride in their
Metso is a major player in three primary market segments: mining and professionalism, and know that
construction technology, energy and environmental technology, and paper they have the tools to help
and fiber technology. From its home base in Finland, the company is hiring managers make quick,
committed to the strategic priorities of sustaining profitable growth over efficient and effective
the long term, and on improving competitiveness and cash flow in the hiring decisions."
short term. ~ Hilkka Alatalo-Korpi,
SVP of Talent Management,
Even among other organizations of its size, Metso faces some unique
Metso, an SHL User
challenges that come as a result of its company origins. The business was
founded in 1999 with the merger of two existing Finnish companies. This
confluence of cultures, having occurred so recently, made it difficult for
Metso to establish a cultural identity of its own. This became a top priority
for the company, which knew that a business spread out over such a variety
of services and over such a wide geographical distribution would need a
strong performance-oriented culture. One of the big ways in which this was
accomplished was through the use of talent management assessments.
The assessments strategy that Metso laid out, in partnership with SHL, took
a two-pronged approach, the first being on the pre-hire side. This was


Page 8

essential for the company because, in order to establish a common culture,
Metso needed to make sure it was attracting people with a common set of
traits that fit with organizational goals. And the company also wanted to
ensure that it was hiring people with the right skills to achieve top
performance. This pre-hire assessment process aligns with Metso’s
competency model to help create a more scientific view of each candidate
and inform hiring decisions that will strengthen quality of hire. By starting
with a small group, Metso was able to develop several internal proof points
and make the case to all of their recruiters and hiring managers on the
importance of pre-hire assessments. “Where at first our recruiters felt fear
at using pre-hire assessments, now they feel more and more pride in their
professionalism, and know that they have the tools to help hiring managers
make quick, efficient and effective hiring decisions,” said Hilkka Alatalo-
Korpi, Senior Vice President of Talent Management at Metso.
Despite early success in the pre-hire stage, the process of implementing a
post-hire assessments strategy proved somewhat of a challenge. Metso has
never been feedback oriented, but there had always been hunger within the
organization for feedback. According to Alatalo-Korpi, “At Metso, any
feedback is like a gift, so by focusing on creating a new culture of feedback
through the use of 360 we began to build traction.” Knowing that failure to “At Metso, any feedback is like
launch, and dismissal of 360 assessments and feedback as a “flavor of the a gift, so by focusing on creating
month” was a very real threat, the company decided to take it slow and a new culture of feedback
once again rely on the support of internal champions. The process started through the use of the 360 we
with a contained launch, implementing 360-degree assessments for a small began to build traction."
group of middle managers who latched on to the feedback not only as a tool ~ Hilkka Alatalo-Korpi,
to help them focus their own development, but as a tool to help them have SVP of Talent Management,
better conversations with their teams. The group that had been selected for Metso, an SHL user
the first assessment rollout became champions for the process and started
sharing their experience with others. In just a short amount of time it went
from a highly contained and risky venture to a fully-adopted, fully-supported,
and mandatory company process. Metso also has a core group of people
who are thoroughly trained to provide 360 feedback that are helping to
build assessments into the entire talent management process. “When
people go through a 360, they need to know what to do next. Assessments
are becoming a bigger and bigger part of the development process -
evaluating our talent pipeline, and how we identify new and high-potential
talent,” said Alatalo-Korpi.
The payoff from Metso’s assessment process has already been significant,
both from the pre- and post-hire standpoint, even while the process is still
maturing. From the pre-hire side, multiple teams reported satisfaction with
the fact that they were able to make the interview process more efficient
and minimize risk by taking a more scientific approach to selecting the right
candidate. From the post-hire standpoint, by integrating assessments with
the company performance management process, Metso was able to achieve
measurable gains in employee performance. Perhaps more importantly,
though, the company was able to make incredible progress in building the
cultural identity it was looking for – one that actively engages in


Page 9

development and feedback, fosters high performance, and makes it possible
to achieve faster and more sustainable growth.

Selection for all Levels
Even though the value of assessments throughout an employee's relationship
with an organization has been clearly demonstrated, it's also important to
think about selection assessments for all levels of employees joining the
organization. While the use of assessments has evolved, the pre-hire
assessment process is still extremely important to getting performance off
to a good start. Among all respondents to the March 2010 study on
Assessments, 77% indicated that the use of pre-hire assessments for entry-
level hires, making it the area where pre-hire assessments were most widely
used. And SHL customers are dominating in this space. While the
percentage of organizations using assessments for entry-level applicants
jumps to 88% among Best-in-Class companies, 92% of SHL clients are
assessing this critical group of candidates. This use of assessments at the
start of a career is important because when someone is coming into an
organization with little experience, their assessment results can help validate
their capabilities, and can even inform steps to close any necessary gaps.
Clients using SHL pre-hire assessments for the hiring of this important and
often largest group of candidates are seeing a positive impact on the results
achieved by those new hires as a result (Figure 8).

Figure 8: Performance Impact of Assessing Entry-Level Hires
Fast Facts
100% SHL Clients
86%
√ 92% of SHL clients are

82% Non-SHL Clients assessing entry-level
candidates, compared to
75%
64% 88% of Best-in-Class
55% √ SHL users are demonstrating
50% a 47% greater
improvement in hiring
25% manager satisfaction by using
25%
17%
assessments for entry-level

0%
First year retention Succession benchstrength Change in hiring manager
satisfaction


The impact that a strong assessment process for entry-level hires has on
succession benchstrength is important to note. SHL clients are 16% more
likely to have successors in place when assessments have been used at the
ground level of hiring efforts. Particularly given the shortages of key talent
and critical skills highlighted at the beginning of this report, this is a powerful
finding. By hiring the right people at the beginning of their career, who can

Page 10

not only be successful in the short term, but lay the foundation to grow in
the long term is critical to combat these skill shortages. In addition, SHL
users are showing a 47% greater improvement in hiring manager satisfaction
by using assessments at the entry-level. Truly, hiring, development and
performance can not be looked at in a vacuum. They are closely
interrelated, and the assessments used to evaluate individuals along that
continuum must be as well.

Key Insights
Utilizing assessments to not only select the right people, but to develop and Fast Facts
monitor performance throughout the life cycle is critical. Maintaining a √ The ability to integrate
consistent assessment strategy and a consistent set of competencies against assessments with existing HR
which to perform these assessments is important as well. Aberdeen's or talent management solutions
research has shown that organizations executing on this idea are was the top vendor selection
outperforming those who don’t, but it has also show that organizations criteria identified by Best-in-
using SHL solutions to do so are outperforming those organizations using Class organizations
assessments from other sources. In the use of assessments across both the
pre- and post-hire, the involvement of managers through accessible and
actionable output, and in screening entry-level hires, SHL users were
demonstrating performance levels above the rest of the crowd. The
solutions offered by SHL are connecting the dots for organizations
throughout the employee lifecycle, and driving performance results.
When it comes to evaluating assessment solutions and providers, Aberdeen
found that Best-in-Class organizations are mostly concerned about the
solution's ability to integrate with existing systems. Whereas organizations
that are not the Best-in-Class place the highest value on price, top
performers rank it a somewhat distant fourth. The data also found that a
provider's ability to work with the end-user organization to build a business
case and establish metrics or pain points is also a key factor in the decision
making process.
Figure 9: Solution Selection Criteria
60% Best-in-Class All Others
Percent of organizations, n =264

52%
50% 44%
37% 38%
40% 35% 35%
31%
30% 24%

20%

10%

0%
Ability to integrate Provider has Ability to Price
w ith other HR or experience w ith demonstrate
talent management organizations of business value by
softw are similar needs helping build a
business case
Source: Aberdeen Group, March 2010


Page 11

Clearly, the selection of a particular solution provider, or indeed a specific
assessment tool or product is not going to drive success alone. But when
the selection of a tool and provider is made in support of other key
organizational capabilities, performance is dramatically improved. And
paramount among these, for SHL clients and all Best-in-Class companies is
to involve managers in the assessment process, and make assessments, along
with the results gleaned from those assessments, meaningful to how
managers make decisions and manage talent.
For more information on this or other research topics, please visit
www.aberdeen.com.

Related Research
Talent Assessment Strategies: A Talent Acquisition Strategies 2009:
Decision Guide for Organizational Cutting through the Clutter and
Performance; March 2010 Proactively Managing Quality
Onboarding: The First Line of Candidates; August 2009
Engagement; February 2010 Employee Performance Management:
Integrated Talent Management: Individual Goals Boost Satisfaction
Improving Business Results through Inside and Out; July 2009
Visibility and Alignment; Assessments in Talent Management:
December 2009 Strategies to Improve Pre- and Post-
Competency Management: The hire Performance; March 2009
Foundation for Talent Success;
November 2009
Author: Mollie Lombardi, Senior Research Analyst, Human Capital Management
(mollie.lombardi@aberdeen.com)
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