The focus of this chapter is understanding your recruiting process and adapting it to suit your needs. The chapter shows you how to diagram, analyze, and optimize your recruiting system. With this high-level approach, you can improve the rate at which candidates flow through the system, increase the number of candidates you can handle simultaneously, reduce the number of process failures, and improve the customer experience. It identifies specific options and trade-offs for optimizing for different outcomes, such as hiring speed versus quality of hires.


Service Level Agreement Customer Experience Phone Screen Search Candidate Recruit Process 


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  1. 2.
    For fascinating insight into resistance to change in organizations, see Peter G. W. Keen, “Information Systems and Organizational Change,” Communications of the ACM (January 1981), 24, no. 1.Google Scholar

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© Patrick McCuller 2012

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  • Patrick McCuller

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