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Tanglewood Casebook Case 3
Tanglewood is currently encountering a significant hurdle in recruitment, primarily due to
the high employee turnover rate. Nearly half of sales associates tend to leave their positions in
any given year, placing recruitment among the top priorities for managers (Kammeyer, 2018, p.
23). To address this issue, Tanglewood has decided to streamline its recruitment policies as part
of its ongoing consolidation measures, aiming to establish a more streamlined and effective
hiring process for store associates. The staffing services are yet to finalize their decisions on the
recruitment process. Every store has been advised to leverage its methods to attract a diverse
pool of candidates (Kammeyer, 2018, p. 23). This essay will explore best practices to establish
an effective recruitment process for each location.
Evaluating Method Open and Targeted
Recruitment is the process of filling job vacancies. There are two types: open and
targeted. Open recruitment is for all individuals with minimum qualifications, while targeted
recruitment searches for individuals with specific qualifications, skills, or experience.
Tanglewood, a well-known retail chain, utilizes five recruitment methods to find suitable
candidates for their job vacancies. These recruitment methods include media, applicant-initiated
referrals, kiosk machines, state job services, and staffing agencies (Kammeyer, 2018, p. 24).
Separately, these methods have their unique benefits and drawbacks. However, Tanglewood uses
a combination of strategies to attract a diverse pool of candidates.
Evaluating the methods of recruiting, some of Tanglewood's recruitment regions'
processes for applicants operate on an open basis using referrals, media, and kiosk machines.
This approach ensures that job opportunities are widely accessible to the public. It promotes
equal opportunity and taps into hidden talent, leading to a diverse workforce. A disadvantage is
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receiving a high volume of job applications and recruiters having to spend additional time going
through many applications to find qualified candidates; this can result in missing out on good
candidates among many applications (Jadoon et al., 2023, p. 1010).
Some of Tanglewood regions also use state job services. This method involves a blend of
open and targeted recruitment methods. While their primary goal is to provide diverse
employment options to a wide range of individuals, specific job requirements and prerequisites
must be met. As such, the employment services agency plays a vital role in the initial screening
and hiring process, making it a form of targeted recruitment. However, the disadvantage is that
the competition for jobs is high, and it can be challenging to stand out from other applicants.
Finally, some Tanglewood regions use staffing agencies to find suitable candidates; this
process is mainly on a targeted basis. The staffing agencies actively search for and match
candidates with specific skills or qualifications to job openings. This targeted approach helps
Tanglewood find candidates who meet specific criteria. However, the disadvantage is the high
overhead cost of staffing agencies (Kammeyer, 2018, p. 24).
I recommend that Tanglewood should use the same recruitment methods at all Four
Regions to ensure they attract a diverse pool of candidates for their job vacancies. Utilizing a
uniform recruitment strategy across various store regions yields numerous benefits. Firstly, it
promotes fairness and equal opportunity throughout the hiring process, ensuring consistency.
Standardizing recruitment practices also enables streamlined management and evaluation of the
method's effectiveness (Jadoon et al., 2023, p. 1013). This approach cultivates a cohesive
corporate culture and guarantees that candidates align with the company's values and objectives,
regardless of location. Furthermore, a uniform recruitment method promotes efficiency and
simplifies administrative duties, simplifying the scaling of hiring processes across diverse
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regions. Ultimately, using the same recruitment approach fosters organizational coherence,
efficiency, and a consistent approach to talent acquisition (Jadoon et al., 2023, p. 1010).
Evaluate Job and Organization Characteristics
Tanglewood has diverse job positions, flexible schedules, and career growth
opportunities. Retail jobs offer customer service and teamwork experience. Entry-level positions
provide a great starting point, while training programs enhance skills and offer advancement
opportunities. Companies with Corporate Social Responsibility initiatives and performance-
based incentives attract top talent. Tanglewood should communicate these characteristics and
tailor their offerings to align with workforce preferences. Ongoing efforts to enhance the work
environment, training programs, and employee benefits can further attract and retain top talent.
Job seekers often consider various factors when choosing between companies in the same
industry, such as reputation, values alignment, career advancement, work environment, benefits,
work-life balance, employee feedback, stability, diversity, location, social responsibility,
meaningful work, interview experience, and connection with leadership (Schuck, 2021, p. 1520).
Tanglewood must effectively communicate these aspects during recruitment to attract candidates
who share their values and are likelier to thrive in their work environment.
Companies prioritizing employee well-being, professional growth, and positive work
culture attract and retain top talent. Tanglewood should build trust with potential employees by
being transparent about the job and providing realistic job previews, employee testimonials, and
open communication channels. I propose a strategy that combines customer service expertise
with interpersonal finesse to provide Tanglewood with effective recruitment messaging for
customer store associate positions. The approach aims to connect with individuals deeply
committed to delivering outstanding customer experiences. By highlighting the dynamic nature
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of the role and the potential for career advancement with Tanglewood, tailored messaging will
attract candidates with the desired qualities, streamlining the recruitment process.
Realistic Recruiting Message Proposal: Tanglewood is transparent about the realities of
the Customer Store Associate role to attract suitable candidates.
Branded Recruiting Message Proposal: Tanglewood's message highlights its unique
culture, values, and commitment to employee development, inclusivity, and a positive
work environment.
Traditional Arguments:
When it comes to recruiting, targeted messages can be a powerful tool for attracting
candidates with specific skills and qualities, ultimately streamlining the hiring process. However,
Tanglewood needs to consider the potential drawbacks of overly targeted messages, as they may
inadvertently exclude qualified candidates with diverse experiences or transferable skills that
could contribute to the organization's success. Balancing targeted messaging with a more
inclusive approach can help ensure a thriving and diverse pool of candidates.
Providing candidates with clear and honest expectations is important to achieve
successful recruitment. This can significantly reduce the likelihood of turnover as candidates are
well-informed about the role, fostering trust and transparency. However, it is essential to strike
the right balance and avoid overemphasizing challenges that may discourage potential applicants
and lead to a smaller pool of candidates (Schuck, 2021, p. 1515).
Regarding Branded Recruiting, a compelling brand image can draw in candidates who
share the company's values, leading to a harmonious work environment and improved employee
retention (El-Sherbeeny et al., 2023). However, relying too heavily on branding could lure
applicants who prioritize the image over the actual job, which may result in unrealistic
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expectations (Schuck, 2021, p. 1516). Therefore, ensuring that the branding accurately reflects
the workplace's reality is crucial.
Referrals
Regarding recruitment, Tanglewood has to consider the pros and cons of utilizing
employee referrals. While employee referrals can effectively attract high-quality candidates with
the requisite skills and qualities for the job, this approach has some potential downsides. For
example, if favoritism comes into play, it could lead to hiring unqualified candidates,
compromising the overall quality of new hires. This issue could be compounded if Tanglewood
offers signing bonuses for employee referrals, as employees may be incentivized to refer
individuals who do not meet the necessary qualifications. While it is essential to create a sense of
community among employees and foster a positive workplace culture, Tanglewood must
establish measures to ensure objectivity, fairness, and adherence to qualification standards to
maintain high standards for its workforce (Jadoon et al., 2023, p. 1016).
The recruitment methods used in Northern Oregon, such as kiosks and staffing agencies,
differ from the referral-based approach used in other regions (Kammeyer, 2018, p. 23). The
impact of these methods on other areas depends on the organizational culture, talent pool, and
regional dynamics. The formal techniques used in Northern Oregon may result in greater
efficiency, streamlined processes, and access to a broader talent pool, which could benefit other
regions with high demand for quick hires. However, personal connections and cultural fit are
highly valued, so a more informal approach might be more effective (Jadoon et al., 2023, p.
1016). Striking the right balance is essential, as a complete shift towards formal methods may
risk overlooking intangible qualities important for organizational fit. On the other hand, relying
solely on informal methods may result in a slower hiring process and limitations in accessing a
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diverse candidate pool. The impact on different regions depends on recruitment requirements,
unique regional job market features, and the organization's overall strategy. Therefore, it is
recommended to use the efficiency and convenience of formal methods while also integrating the
individualized touch and cultural synchronization offered by informal methods.
Bottom line
When evaluating the effectiveness of recruiting methods at Tanglewood, apart from the
costs and retention rates, there are other crucial metrics to consider, particularly the company's
commitment to enhancing customer service quality. These metrics include customer satisfaction
scores tied to employee performance, employee engagement levels, and the speed at which new
hires can effectively contribute to the organization's service standards. Schuck (2021) notes that a
higher customer satisfaction score is directly linked to the effectiveness of a specific recruitment
method in aligning new hires with Tanglewood's customer service goals (Schuck, 2021, p. 1516).
Employee engagement, measured through surveys or feedback mechanisms, reflects employees'
commitment and connection toward their roles, influencing their ability to deliver exceptional
service (Jadoon et al., 2023, p. 1027). The speed of onboarding and the time it takes for new
hires to achieve optimal performance in customer service roles also serve as critical metrics that
Tanglewood must consider to ensure its success. However, the concerns of managerial focus
groups about finding the cheapest way to hire should not compromise the quality of hires.
Instead, the focus should be minimizing costs while attracting and retaining employees who
contribute to elevated customer service and organizational success at Tanglewood.
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References
El-Sherbeeny, A., Al-Romeedy, B., Al-Romeedy, B., Sheikhelsouk, S., Alsetoohy, O., & Liu, S.
(2023). How Is Job Performance Affected by Ergonomics in the Tourism and Hospitality
Industry? Mediating Roles of Work Engagement and Talent Retention. Sustainability,
15(20), 14947.
Jadoon, A., Mines, A., & Milton, D. (2023). Targeting quality or quantity? The divergent effects
Of targeting upper verses lower-tier leaders of militant organizations. The Journal of
Conflict Resolution, 67(5), 1007-1031. https://doi.org/10.1177/00220027221126080
Kammeyer-Mueller, J. (2018). Tanglewood Casebook, Case Three. Recruiting. In Staffing
Organizations. McGraw-Hill Education
Schuck, A. M. (2021). Motivations for a career in policing: Social group differences and
occupational satisfaction. Police Practice & Research, 22(5), 1507-1523.
https://doi.org/10.1080/15614263.2020.1830772
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