INTERNATIONAL JOURNAL OF BASIC AND APPLIED SCIENCE. Multicriteria Decision Making for Waiter Selection in Bisou Boulangerie et Patisserie

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1 Insan Akademika Publications INTERNATIONAL JOURNAL OF BASIC AND APPLIED SCIENCE P-ISSN: E-ISSN: Vol. 01, No. 02 Oct 2012 Multicriteria Decision Making for Waiter Selection in Bisou Boulangerie et Patisserie Ruby Febrianty Soekarta School of Businness and Management, Institut Teknologi Bandung, Indonesia Key Words Abstract Must and Wants criteria; AHP; Spencer and Spencer Competence; Selection Jessica Soekarta is the owner of new bakery which experience business expansion. She has new job position for her bakery, which is waiter. Currently, she only select based on CV and her intuition. Her selection method does not have measurable scale, which triggering problem for qualified waiter candidates. Hiring the best candidate is important for her because waiter playing crucial role in holding the bakery image in the eye of customer. Quality service of the waiter reflects excellence of the bakery because waiter do contact directly with customer, which influence customer perception of the bakery. The purpose of this research is answer the bakery owner problem by combining Must and Wants Criteria and AHP theory to create accurate and specific selection tools with Spencer and Spencer theory as the basis of waiter selection tools. The new waiter selection process use qualitative method. It is not only producing which candidate is the best, but also generating ranking. From nine candidates, six were eliminated using the Must Criteria and three candidates were processed through Wants Criteria. From the Wants Criteria, these are three candidates who accepted based on the preferences: Titin Suprihatin, Dani, and Julian Restian Insan Akademika All Rights Reserved 1. Introduction In business expansion, people are one of the key resources that need to be maintained in order to form a sustainable business. Bisou Boulangerie et Patisserie is one example of business expansion. On 28 February 2012, the home industry business turns into a new form of business which is bakery. The new born bakery needs the right waiter to serve its customer. Waiter is playing a crucial role for this bakery because they are directly connected with the customer. Therefore, they will be the representative of the bakery. If they play the role well, the perception of the customer about the bakery will be positive. For that reason, select the right candidate for waiter with a proper method become important for this bakery. An ideal selection method can eliminate future employees based on their knowledge, skills, attitude and other characteristic to meet the job specification. This method can separate which candidate is required by the company and which candidate is not required by the company using methodical approach to the problem in order to finding the best person for the job. The common selection process usually have screening of application forms, employee testing, interview selection, and the final stage is the selection decision. 272

2 Soekarta International Journal of Basic and Applied Science, Currently, Bisou Boulangerie et Patisserie does not have any measurable method for the waiter selection process. They accepting the applicant based on the application forms and interview. The problem is the owner does not have selection tools that can be used to measure the comparison between one candidate and another candidate objectively. Another problem that might be arising is if the applicant number is enormous. Bisou have to select the candidates carefully in order to find the right people for the job. Selecting the wrong candidates is costly because there are costs that need to be sacrifice for the employee such as firing and hiring cost. To prevent unnecessary cost such as hiring and firing cost, a proper method in selection process need to be designed properly. This research paper will help Bisou to design a proper method to select the candidate using qualitative method with combination theories from decision making and human resources theories as the foundation. The research objectives section has aim to determining the goal of research. The purpose of this paper is to help the bakery owner to design a proper tool of waiters selection based on human resource and decision making theory. The tool can be used by the bakery owner to improve the quality of selection in Bisou Boulangerie et Patisserie. The selection tool also design based on the owner perspective in order to fit the necessity of bakery with the potential candidates. Fig. 1: Fundamental and Means Objective The fundamental objective is to make a proper selection method of Bisou Boulangerie et Patisserie. According to the bakery owner, a proper selection tool means an objective selection method. It compares the candidates using a measureable scale and can be modified along with the company growth. It is also important to maximize the resource allocation of a company by maximizing the human resource efficiently. To achieve the efficiency of human resource, selecting the right candidates for company will reduce hiring and firing costs which will lead to less employees turnover. 2. Methodology Qualitative research method by using direct approach is conducted for this research paper. There are two methods of direct interview, which are hidden issue questioning and grounded theory. Hidden issue questioning has purpose for making benchmark for initial criteria suggestion foe the bakery owner. There are two sections on the hidden issue questioning method. The first section is intended for the person who involve in the selection process, which has aim to view restaurant perspective of waiter selection process. The second section is intended for best waiter of the month in form of questionnaire, which has aim to find the position of restaurant competency in Spencer and Spencer model through the best waiter as the representative of the restaurant. To establish the interview questions, the researcher uses a generic competency model from Spencer and Spencer, which is Helping and Human Service Workers. After the questionnaire constructed, pilot test is conducted to verify the comprehension of the questionnaire content. The test is conducted by taking three people with the similar background such as working as waitress and age between years as sample to fulfill the questionnaire and mark the words or sentences that they do not understand. The aim of pilot test is discovering their understanding to the questionnaire. Result from pilot test creates minor changes in terms of words and sentences, but not changing the meaning as a whole

3 International Journal of Basic and Applied Science, Soekarta Grounded theory has aim to develop the concept of waiter selection methods by constructing structured approach based on the previous findings on hidden issue questioning. The researcher connected the previous findings from hidden issue questioning and secondary data to conducting depth interview with the bakery owner. The grounded theory method will produce selection tools in form of Must and Wants Criteria and AHP hierarchy. 2.1 Hidden Issue Questioning Interviewing a good quality service is an important step to construct benchmark for the bakery owner. The target restaurant that will be interviewed as a comparison basis is Sushi Tei and Herb & Spice. Sushi Tei is selected because according to the bakery owner, this franchise restaurant has reputation for its service quality and the system has been standardize, therefore if Sushi Tei want to open a new branch store they only need to implement the system. Besides, successful franchises businesses already have a good system to be implemented. The aim of interviewing this restaurant is to find out the standardized system for the waiter selection process. Meanwhile, Herb n Spice is selected because it is a new established restaurant but they already have a good quality of waiter. Even it is open for a few months, the waiters know their role as a waiter. The aim of interviewing Herb & Spice is to find out what are the systems they implemented to the waiter in a short time period and their selection system. The person that is targeted to be the interviewee is the person who in charge with the waitress in the selection process to get the Must Criteria and brief selection process and best waiter of the month in Herb & Spice and Sushi Tei as representative of their restaurant to fulfill the questionnaire in order to describe what are the competencies that they needed to have to become a good waiter and at what level. The interview process is using guided interview techniques. 2.2 Grounded Theory After conducting some interviews, the researcher will structured the criteria based on the result from primary and secondary data. From the previous data, the researcher will divide the criteria into two kinds of criteria based on Must and Wants Criteria. The Must Criteria are gathered from interviewing the person who in charge with the selection process, while the Wants Criteria is gathered from generic competency models. The Wants Criteria, which are taken from Spencer and Spencer competencies dictionary, are constructed into Analytic Hierarchy Process (AHP) as the initial construction. AHP model application is the task of assigning weight to various criteria and the construction of pairwise comparison matrices. It starts as the top level of the hierarchy, and proceeds to the other level until the lowest level of the tree is reached (Ramdhani and Santosa, 2012). It has six clusters and the sub-criteria will be taken from the fourteen competencies that needed for helping and human service workers. The level for each competency will be defined from hidden issue questioning by taking an examination from the similarities and the differences level for each competencies, for the selection tools benchmark. The questionnaire will be cross checked by depth interview with supervisor or manager. The criteria that have been arranged will be confirmed to the owner in order to get approval for the selection tools. The owner will decide whether the suggested selection tools needs to be added or deducted, then determines the suggestion of desired level of generic competency model of helping human and service workers based on the questionnaire. After the confirmation, the researcher will collect the feedback for the initial criteria, thus adjust and finalize the criteria according to the owner preferences. This initial criteria construction analyzes which level is suitable for each competence, based on the result from the questionnaire that had been filled in by the best waiter of the month from Herb & Spice and Sushi Tei. Questionnaire result indicates some similarities and differences on the Spencer and Spencer Competencies. The similarities happen because of the competencies that needed to accomplish similar job description are alike, while the differences occur because each company has different requirement competences. The basis level of each competence suggestion in initial criteria construction will be based on the similarities. They occur because waiters in Sushi Tei and Herb & Spice have similar job description in general, which is to 274 Insan Akademika Publications

4 Soekarta International Journal of Basic and Applied Science, serve the customer. For that reason, the similarities will become the basis level for selection tools for the bakery owner as explained under. The differences will be used as basis range of suggestion level for each competence. The differences occur because each restaurant has their own standard and requirements on its waiter competencies. Minimum Education: High School Degree Must Criteria Age between years Full Time Objective Employee Selection Achievement and action Helping and human service iniatiative (INT) interpersonal understanding (IU) costumer service orientation (CSO) Impact and influence impact and influence (IMP) developing others (DEV) Wants Criteria Managerial directiveness and use of positional power (DIR) teamwork and cooperation (TW) analytical thinking (AT) Cognitive Personal effectiveness conceptual thinking (CT) expertise (EXP) self-control (SCT) self-confidence (SCF) flexibility (FLX) organizational commitment (OC) Fig.2: Final Employee Selection Hierarchy From those collectible data, all the criteria will be structured into an objective selection tools. The criteria will be distinguished into two sections; first is a Must Criteria that must be fulfilled by the candidates, second is a Wants Criteria that should be fulfilled by the candidates. If the candidate cannot fulfill the Must Criteria, 275

5 International Journal of Basic and Applied Science, Soekarta they will be eliminated from the candidate list. Wants Criteria is the criteria that can be used by the bakery as measurement tools to accept and compare the candidate. After the initial suggestion employee selection is approved by the owner, another criteria, which is full time job criteria, is added to the Must Criteria. This means, the owner only considers a candidate who is able to work as a full timer, not a part timer, at Bisou Boulangerie et Patisserie. The final employee selection hierarchy can be seen on Fig.2. After the hierarchy constructed, preference analysis will be conducted in order to get the owner preferences toward the criteria. Preference analysis is done by calculating priorities (weight) between the criteria using pair wise comparison scale from 1 to 9 among the criteria in the same hierarchical level. Pair wise comparison is comparing one criterion with one other criterion in the same level of hierarchy as a pair until all of the criteria are compared. Consistency index also conducted in this research on order to clarify the preferences consistency. After this step done, the selection tools can be implemented for Bisou Boulangerie et Patisserie. 3. Scoring Method Scoring method is required to enhance the waiter selection tools. The level of each competency will be assumed as the point. The lowest level will get 1 point; the next one will get 2 points, and so on. To calculate the score, the candidate s point will be divided by the owner s desired point to get the percentage. If the candidate s point is higher than the owner s desired point, the result will remain 100 %, considering some other aspects. The closer candidates percentage with the owner s, the bigger chance they will get the job The calculation method of Wants Criteria will be used equations as follow: Spencer and Spencer (1993): Percentage Fit = Score = Candidate Score Owner Desired Score Candidate Total Competence Score Owner Desired Total Competence Score 100%...(1) 100%...(2) Competence score is the sum of sub-competencies in every competence. AHP (Saaty, 1990): The calculation of AHP is following the AHP hierarchy as in Fig.3. AHP Hierarchy. First, multiply the competence score with the competence priority. Then add the weighted score in the same cluster. There will be six score for every cluster. Multiply the score with the priority for each cluster. To get the final score, add the weighted score for every cluster. AHP percentage fit = Candidate s Score Owner Desired Score 100%...(3) 4. Implementation and Results After the selection tools are constructed, researcher can input the data of the waiters candidate and process it according to the adjusted selection tools. After scanning the candidates based on Must Criteria, the unselected candidates will be erased from the list. Afterward, the candidate will be compared one to another by scoring the Wants Criteria. This tool illustrates the first selection in the Bisou Boulangerie et Patisserie using the data from the bakery owner. The data is obtained on January 28 th, The age of the candidate will be calculated until January 28 th, Insan Akademika Publications

6 Soekarta International Journal of Basic and Applied Science, Fig.3: AHP Hierarchy 277

7 International Journal of Basic and Applied Science, Soekarta There are nine candidates who apply for the job vacancy, which are: Hidni Manzilina, Resti Masyita Nadhar, Megatania, Larasati Yunisa Adhipa Dyajat, Berillia Desyani Budiman, Fadzli Makmur, Titin Suprihatin, Julian Restian, and Dani. From the Must Criteria, six candidates were eliminated, which are: Hidni Manzilina, Resti Masyita Nadhar, Megatania, Larasati Yunisa Adhipa Dyajat, Berillia Desyani Budiman, and Fadzli Makmur, because they cannot fulfill the Must Criteria. Meanwhile, Titin Suprihatin, Julian Restian, and Dani will be compared using the Wants Criteria. The implementation of this tool in AHP hierarchy can be seen on Fig.3. The result of the Wants Criteria Calculation can be seen as in Table 1. Table 1. Wants Criteria Calculation Cluster Priority Owner desired score Titin s Score Julian s Score Dani s Score Achievement and action Helping and human service Impact and influence Managerial Cognitive Personal effectiveness Total score The percentage fit for AHP calculation: 1. Titin Suprihatin = 95% 2. Julian Restian = 66% 3. Dani = 67% 5. Findings From the job fit calculation, the bakery owner can decide which candidate is more preferable for the bakery. There are differences of percentage in job fit between AHP calculation method and Spencer and Spencer calculation method. The candidate that fit most with the owner desired is Titin Suprihatin with percentage fit above 90% of the owner desired according to Spencer and Specer and AHP calculation. According to Spencer and Spencer calculation Julian Restian get the second place with 63.76% and Dani in the third place with 62.65% fit, meanwhile according to the AHP calculation, Julian Restian get third place with 66% and Dani get second place with 67%. The differences occur because the AHP calculation is considering preferences in each competence and cluster, meanwhile the Spencer and Spencer calculation do not considering that factor. 6. Conclusion An expansion from a home food industry into a bakery industry creates a new job description which is a waiter. Thus, the bakery owner has a problem in creating a proper waiter selection method. This research paper has a purpose to help the bakery owner in creating an objective waiter selection method, that supported by three main theory implementations which are Must and Wants Criteria, Spencer and Spencer Competence at Work, and AHP. 278 Insan Akademika Publications

8 Soekarta International Journal of Basic and Applied Science, The Must and Wants criteria are used to distinguish between the qualified and unqualified candidates. Spencer and Spencer Competence are used as a measurement tool to define the Wants Criteria through every level in the each competence and basis construction of the AHP criteria and sub-criteria. AHP is used to compare which criteria are more and less important, with the score throughout the questionnaire. From research outcome, the overall recruitment process in Sushi Tei, Herb & Spice, Bisou Boulangerie et Patisserie have two ways, which are advertisement and employee referral. The employee referral for recruitment process is more preferable than the advertisement recruitment because the former employee already know what type of person that being looked by the owner. This selection tools does not only produce which candidate is qualified or not qualified, but also generate ranking which candidate is the best through Wants Criteria. The implementation of AHP in this selection tool creates added value, which is preference of the bakery owner into each criteria and sub-criteria. The preference affects the calculation of Wants Criteria. The implementation of waiter selection tool in Bisou Boulangerie et Patisserie facilitate the owner to determine the best candidate based on the level of preference. From nine candidates, six were eliminated using the Must Criteria. From the Wants Criteria, this tool generates three candidates with priority as follow: 1. Titin Suprihatin 2. Dani 3. Julian Restian References Goodwin, G. M. Evidence-based Guidelines for Treating Bipolar Disorder. British Association for Psychopharmacology. Available at: (Accessed: 20 th July ). Goodwin, P. & Wright, G. (2004). Decision Analysis for Management Judgement, John Wiley and Sons, Chichester. Hammond, J.S., Keeney, R. K., and Raiffa, H. (1999). Smart Choices: A Practical Guide to Making Better Decisions, Harvard Business School Press, Boston. Ramdhani, M. A., and Santosa, E. (2012). Key Success Factors for Organic Farming Development. International Journal of Basic and Applied Science, Vol 1, No. 1, July 2012, Saaty, T. L. (1990). The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation (ed.2). RWS Publications, Pittsburgh. Scheubrein, R. A Problem Structuring Front End for a Multiple Criteria Decision Support System. Elsevier. Available at: (Accessed: 20th July 2012). Snell, S., and Bohlander, G. (2010). Principles of Human Resource Management (ed.15). South-Western Cengange Learning, New York. Spencer, L. M., and Spencer, S. M. (1993). Competence at Work: Models for Superior Performance. John Wiley and Sons, New York. Zimmerman, J. (1998). Quick Tips for Decision Analysis. Kepner Tregoe. Interviews: Soekarta, J. Private interview by R. F. Soekarta. Bisou Boulangerie et Patisserie. 10 th July, 2012, Bandung. Mike and Ella. Private interview by R. F. Soekarta. Sushi Tei BSM. 22 nd June, 2012, Bandung. Muchlis and Rihardi. Private interview by R. F. Soekarta. Herb & Spice. 11 th June, 2012, Bandung