HR SUCCESS THROUGH ANALYTICS
In his book The New HR Analytics, Dr. Fitz-enz presented powerful metrics for quantifying the contributions of human capital to an organization’s bottom line, as well as illustrated how to predict the continuing value of present and future human capital investments.1 The book included chapter contributions from dozens of HR and business thinkers and executives and was fortified with cutting-edge HR tools for growth-directed organizations to focus HR on the next step in strategically aligned human resource planning. One of the coauthors, Jesse Harriott, contributed a chapter (with Jeff Quinn and Marie Artim) on how HR analytics was effectively applied to Enterprise Rent-A-Car.2
Enterprise approached Monster Worldwide to help in the decision-making process of where to locate a new customer contact center. The new contact center would need to handle more than 10,000 reservations and customer service calls per day. The services provided by the contact center would include reservation assistance and customer support. The company believed that through predictive analysis of Monster’s real-time labor market information, it could find the city most suitable for its new center. This led ultimately to the selection of the site and the future success of Enterprise’s call center.
Enterprise Holdings, ranked No. 21 on Forbes’ Top 500 Private Companies, owns and operates more than 1 million cars and trucks, including the largest fleet of passenger vehicles in the ...