new competencies and
innovations in logistics

Randstad Holding NV specialises in flexible work and human resources services solutions and has a group of companies in Europe and North America. Employment market expertise is the key element in all services offered by the Group. Services are designed to facilitate the supply of labour to organisations, enabling them to operate with more focus, flexibility and effectiveness. This key expertise also underpins the Group’s profile as an attractive and reliable employer, able to attract and retain employees. These components can be translated into two core concepts: adaptability and employability. Recruitment, selection, education, training, motivation and personal development of employees are considered to be top priorities. This focus stems from a conviction that employee commitment, enthusiasm and expertise are crucial for success in a service-oriented organisation.

The Randstad Group is organised into three segments: mass-customised staffing (Randstad, Tempo-Team and other group companies), large-scale staffing (Capac & Randstad In-house Services), and professionals staffing (Yacht).

Randstad is one of the largest temporary and contract staffing organisations in the world. Randstad is market leader in the Netherlands, Belgium, Germany and in the southeast of the United States. In addition, Randstad is active in Canada, Denmark, France, Italy, Luxembourg, Portugal, Spain, Switzerland and the United Kingdom. Randstad was founded in 1960. In 2002, the Randstad Group generated a revenue of € 35.4 billion and net income of € 356.8 million. During the reporting year, Randstad employed an average of 207,800 people every day.

Randstad Germany itself has 240 branches with around 23,000 flex workers. In 2002 the total sales of Randstad Germany amounted to € 526 million. The logistics and transport sector is one of the focused sectors. Randstad Germany sees its core business in the well-timed matching of the individual’s demand for challenging and well-paid work and the demand of companies and organisations for suitable personnel of the right calibre.

Customers of Randstad Germany are active in the following branches:

• Automotive (30,2 %)
• Manufacturing (29,8 %)
• Telecommunication (11,8 %)
• Logistics/Transport (11,7 %)
• Banking/Insurances (9,4 %)
• Pharmaceutical (5,1 %)
• Food (1,0 %)
• Textile (0,9 %)

Warehouse functions are to be found in the logistics/transport branch of Randstad.

Randstad’s performance standards and processes for responding to and following up customer requests in a timely way are outlined in Randstad’s core process. Randstad’s services hinge on the continuous striving to attain performance excellence. To meet quality demands, personal development possibilities of workers become more and more important. In this respect Randstad has developed a test system, training modules and a logbook on personal competences.

Test system

A good match of demand and supply starts with a good test of an applicant for a job in this area. This visualises the weak and strong points and helps to determine which type of companies fit the applicant best. Moreover, the tests also show which discrepancies there are for which training could be needed. Besides the traditional interview, Randstad makes use of an automated system for testing more specific skills.

Administrative tests

• tests of various software applications (Word and Excel)
• accountancy tests
• written language tests (in Dutch, French, English and German)
• a battery of differential tests (among other, measures speed and accuracy)
• classification tests
• arithmetic test

Tests for industrial personnel

• the Purdue Pegboard test was developed to measure manual dexterity
• commissioning tests
• stock management tests
• tests for comprehension of instructions
• tests for forklift driving skills
• tests for spatial and technical understanding

Psychometric Tests
Randstad uses methods that have been developed by established test editors. Tests from SHL, a well-known international provider of psychometric tests, are frequently used. These tests add information on issues such as stability and ability to work in a group.

Benefits of the tests for the applicants or employees

• valid and meaningful overview about strengths and weaknesses
• possibility of a well-based selection for assignments
• basis for wages, coaching and training

Benefits for the customer

• better fit of flex workers in assignments
• integration periods of flex workers are shortened
• flex workers are more productive
• support of the continuous improvement process

Training

The test supports the decision process for the investments in training. If it is transparent that the flex worker needs training in order to improve his performance for specific clients, suitable modules will be picked. Randstad views the training of temporary employees from the perspective of their pro-active role in the labour market. Matching supply and demand and providing qualified personnel are important concerns at Randstad. At Randstad, training is always coupled with employment in a related field or position, which means that the training must generate direct added value for the various parties involved. If agreed on with the client, Randstad gives employees the chance to develop their skills needed in their daily work. In the field of logistics the following training modules are available:

The Basic Module

• safe working practices
• social behaviour in the work station
• communication

Transport Module

• means of transport
• transport systems
• maintenance of equipment for transportation

Handling Module

• licenses for forklifts and cranes
• order picking systems
• customer service, product knowledge

Warehouse Module

• inbound processes
• outbound processes
• goods storage

IT-Module:

• basic skills
• software in logistical work surroundings
• PC-Passport

When a Randstad flex worker finishes all modules he will get a certificate "Fachhelfer Logistik" (Certified Logistic Worker). The certificate will support the worker to brighten up future job perspectives. Because well-selected training companies provide these trainings (TUV Academy), this certificate has a good reputation.

The costs of the following modules are for the largest part paid by the unemployment office, if unemployed who are going to work for Randstad are the ones who follow the training. The unemployed himself only pays a small contribution. This contribution was introduced because of the fact that with some of his own money invested in the training, the chance that he will finish the module is much higher.

TThe training modules itself can be organised for lessons two days a week. The participants can work from Monday till Thursday. On Friday and Saturday training follows. This means that the investment in time is spread between the worker and Randstad.

Logbook

To support the development of selected Randstad employees, a logbook has been created. In this logbook important development data is kept. It consists of the following parts:

1. Personal data
2. Educational and additional qualifications, trainings (know how)
3. Practical Work experiences (do how)
4. Instructions on work Safety
5. Work health examinations.

When a temporary worker leaves Randstad the Logbook will be handed out to the employee. For the worker it is a good way to show his qualifications and experiences when he applies for a job in another company.

Randstad has developed a special training system for logistics functions, which is built up modulary. Randstad uses these modules to get good matches between the qualification of flex workers and the specific demands of client companies. The contents of the modules is described under the former heading. For chosen clients Randstad uses a logbook to keep track of all potential skills of the flex workers. In addition, a selected test system gives support in judging the potential and skills of the flex worker. Both test system and training modules reflect competences which are considered as crucial for the temp business.

In the branches the co-ordination of tests, training and coaching is very time consuming. Clients have to get involved in order to keep track of the effectiveness of the personnel development investments.

Sometimes the flex worker is short minded and not interested in training although it has been offered. Motivation plays a key role to get the employees through the training after a working week. A small contribution in the costs by the participants increases the awareness that they are indeed investing in their own career perspectives.

According to our contact person the test and training system have had several benefits. Client and employee relations have improved in branches where training and tests are used systematically. Retention rates of clients and employees have risen. Implementing this method has resulted in higher skills and better prospects for the workers of Randstad and has helped Randstad to attain its current position in the market. The good reputation of Randstad has a great deal to do with their innovative methods of testing and training. Because of this, they have been able to meet the demand. It is clear to our source that this programme has benefited all involved and it is clearly a method that others could benefit from as well.

Temporary work is important in logistics. Investments in training and personal development can be less attractive, because the period of stay with an employment agency is often limited. However, because quality demands become more and more important, Randstad has developed several activities in the field of personal development and training.

With the help of a specific test system, Randstad can register the competences and potentials of a temporary logistics worker. This helps to indicate what types of training are necessary to improve competences. Randstad uses a modular training system able to connect the skills of a temporary worker with the demands of companies. All qualifications and work experiences of a temporary worker are registered in a logbook, which increases the transparency of competences of workers when they move to another company.

Randstad is not secretive about their methods, so transferability is not a problem. This does not mean that Randstad will give away all knowledge they have acquired on this subject. However, enough information is already available for others to allow them to implement this method for themselves. The information necessary for others to implement this method in their own organisation is available.