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Scoot Case StudyHiring Right First Time
Kate Woodley – Managing Director
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The Missing Piece
Short Haul (<4h) Long Haul (4h<)
Full Service
No Frills
100%
100%40%
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May 2011 the beginning…
The Mission: “Create an airline in 12 months and everything that goes along with it”
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May 2011 the beginning…
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Get outta here…
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2011: First Fleet
6 aircraft: All Boeing 777-200’s from parent company SIA
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Current Fleet 20 Dreamliners
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Schedules –Direct and between destination cities
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Network – 47 Destinations
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Milestones –
16th of January 2014
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Scoot – the offering
ScootBiz
ScootinSilence
Fly/FlyBag/FLyBagEat
MaxYourSpace
Wifi and connectivity
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2013: valentines day in-flight kissing competition
Longest inflight kiss on record …
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Human Capital – in an aviation contextnumber needed to fly a plane
•An airline hires
Pilots
Cabin Crew
Service Technicians
And many more…
•An airline faces
Talent Shortages
Costly Recruitment
Potentially long recruitment processes
•An airline wants
The same as everyone else..
The best candidate for every role
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Human Capital?
Any airline hires a wide variety of people…
A new airline in addition needs a lot of people…
Consider these positions:
Captains
First Officers
Cadets
Cabin Crew (new & experienced)
Accountants
HR Staff
Technical Maintenance
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cut-e: Experienced aviation assessment partners
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Provision of validated International models
Domain/Role
Interactive Operative Intellectual Emotional
Entrepreneur
Manager
Expert
Influence
Networking
Business DevelopmentBottom-Line
Focus
Vision & Strategy
Initiative & Responsibility
People Management
People Development
Execution
Systematic Approach
Steadiness
Effective Communication
Constructive Teamwork
Analysis & Judgement
Professional Expertise
Self Development
Organisational Awareness
Innovation
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At each stage - Company Wide Buy-In
• Key stakeholders involved in all parts of the design process
• High face validity of processes
• Building in-house capability both formally and informally
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cut-e & SCOOT partnership
Cut-e – scoot partnership began in 2013
AC – selection
DC - development
Testing – all roles
Internal Capacity building - HR
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Rapidly built in-house robust assessment capabilities
Training courses delivered in Singapore and across the region:
Fundamental concepts in psychometric testing
Competency Based Interviewing techniques (CBI)
Assessor Training (ORCE)
Competency models which underpin selection and development processes
Ensures standardisation in the hiring process
Quality assessment processes
Confidence in the hiring decisions
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Online Assessments
Video Interviews Competency Based InterviewAssessment Centre
We partnered with Scoot to provide variety of assessment methods to hire for:
Pilots
Cabin Crew
Ground Staff
Robust Selection Processes
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Stringent Hiring Processes
3 Types of Hiring take place within Scoot:
Each Process includes a combination of the following elements:
Pilots Cabin Crew Ground-
Staff
Online
Assessments
Video
Interviews
Assessment
Centre
Competency
Based Interview
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CABIN CREW
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Sample Process – Cabin Crew
Application Stage
Online Assessments
Video Interview
Assessment Centre
Final Decision
Stage 1
Stage 2
Stage 5
Key Criteria
Meet Min. Requirements
English & Communication
Full Day AC
Combination of All the Above
Stage 3
Stage 4
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Cabin Crew Hiring – Role Models (phase 1)
Initiative & Responsibility
Initiative & Responsibility
Effective Communication
Execution ExecutionOrganisational
Awareness
Systematic Approach
Systematic Approach
People Development
Steadiness Influence Influence
Constructive Teamwork
People Management People Management
NetworkingAnalysis & Judgement
Analysis & Judgment
Cabin Crew (Junior & Senior)
Complex Leader CIC / Team Leader
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Cabin Crew – Phase 2 Validation 2015
Validation Study:
Analyses were conducted
Found personality dimensions
predictive of performance data
Conducted workshop together with key
Scoot stakeholders
Presented findings to Scoot
Reworked the competency model
together with Scoot based on the
findings
Competencies not predictive of
performance data replaced by those
found to predict performance data
Former Model
Initiative & Responsibility
Networking
Execution
Systematic Approach
Steadiness
Constructive Teamwork
Current Model
Initiative & Responsibility
Innovation
Execution
Effective Communication
People Development
Constructive Teamwork
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Cabin Crew – Assessment Centre
Individual Exercise / Role Play InterviewGroup Exercise
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Cabin Crew – Online Assessments
Key Points:
Internationally trialled assessment suite
Standard & Custom Scoot Assessments
Scoot specific norm groups
Cut-Off Scores that maximise ROI on
internal resources in process
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Cabin Crew – Video Interview
Why it works for Scoot:
Scoot hires Regionally – logistical challenge
Need to ensure that the ‘right’ people show up
on Assessment Day
Competency Based Tool
Saves Money, Time & Resources
6 minutes to review a candidate
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Cabin Crew – Assessment Centre
Individual Exercise / Role Play InterviewGroup Exercise
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Cabin Crew – Final Decision
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NOKSCOOT
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2012: Nok Scoot – Cabin Crew Selection
Three roles for cabin crew:
1. Complex leader
2. CIC
3. Team leader
Assessment centre format with local relevance:
Group presentation
Interview
Role-play – Angry customer/Lazy colleague
Thai translation of some materials
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PILOTS
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2013 Pilot Selection -The business case
Cost per hire ~ makes sense to develop
Fleet expansion - compelling to keep external hires to a minimum – Include shortage of talent
Assess and promote within
Clear rationale for a Command Development Process
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PilotsSelection Process for cadets, FOs & Captains
Assessment Centre
ApplicationOnline
AssessmentsFinal
InterviewHire
Same process for all with subtle differences:
Cadets – Higher emphasis on aptitude assessments
FO’s & captains in particular experience offsets certain aptitudes: More emphasis placed on behavioural fit
Captains assessed against 8 competencies shapes executive
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Scoot pilot assessment
Three Roles within pilots:
1. Captain2. First Officer 3. Cadet
Multiple assessment process -
Assessment Centre Focus – Strategic in nature
Situational Judgement Questionnaire - SJQ
Competency framework reflects internationally accepted models
Focus on aviation related aptitudes
Technical interview
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Scoot Pilot assessments – the process
AC processes for FO’s and captains
Group exercise Individual exercise Interview Shapes assessment
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Online Assessment – the numbers
Candidates assessed through online assessments
Scoot ONLY
Cabin Crew: 5385
Pilots: 1322
Ground Staff: 1036
NokScoot
Cabin Crew: 2180
Pilots: 163
Ground Staff: 174
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GROUND STAFF
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Ground-Staff
An ever evolving workforce characterises an airline:
This holds particularly true for ground staff (75 + Roles currently)
A growing airline = more support requirements
New roles appearing are very much a reality
New Role Created Custom Suite &
Competency
Requirements
Roll Out Interview
Added to Job
Databank
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Ongoing assessment – non flights ops
Current roles we assess for :
Human Resources Marketing Finance IT
Ground ops-
• Rostering• Maintenance
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COMMAND DEVELOPMENT
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What is assessed
BehavourialElement
Technical Knowledge
Legal Aspects
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Process
shapes*Development
Centre
Final Decision&
Development Planning**
Step 3Step 2Technical Pass
/ FailStep 1
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Behavioural Framework
First Officers
Constructive Teamwork
Steadiness
Effective Communication
Systematic Approach
Analysis & Judgment
Execution
Initiative & Responsibility
People Development
Effective Communication
Systematic Approach
Analysis & Judgment**
Execution
Captains
Integrity
Stress Resistance
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And the point of all of this is was…
Strong Performer – But Leaves earlier than you want
Strong Performer who will stay with Scoot
Weaker performer who may leave at any time.
Competent performer who will stay with Scoot
Length Of Tenure
Performance
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What’s next?
cut-e currently integrating with an ATS to ensure a more time effective and efficient applicant tracking process for Scoot
India, Africa and Europe are part of the expansion plans