Industry Case Studies Airline Industry Customer Service Managers Challenge: An existing Hogan client and one of the world’s longest operating airline companies sought to improve its selection process for Customer Service Managers. Their current system yielded lower than desired applicant pass rates. Solution: To improve applicant pass rates and the overall value of the client’s selection system for Customer Service Managers, Hogan conducted a criterion-referenced validation study using the Hogan Personality Inventory (HPI), Hogan Development Survey (HDS), and the Motives, Values, Preferences Inventory (MVPI). The HPI measures personal characteristics essential for job success whereas the HDS identities derailers that hinder job performance. The MVPI evaluates the fit betwee

Join for free to read