Enhancing Recruitment: A Quality Improvement Project

 29th September 2025

Written by Yemi Okubadejo – Senior Resourcing Manager (Project Lead) and Matt Oultram, Improvement Advisor

Yemi, Senior Resourcing Manager (People and Culture) takes us through a project aimed at improving the experience of recruitment across the organisation.

Enhancing Recruitment: A Quality Improvement Project

A quality improvement project is underway to enhance the recruitment experience across the organisation. Although the project was originally focused on time-to-hire metrics, it has evolved to address broader challenges in the recruitment journey. It aims to streamline processes, improve communication, and boost satisfaction for all involved.

Our aim is as follows:

To provide a better experience for hiring managers, team managers, new starters, and the recruitment team by October 2025, by increasing customer satisfaction to 90% and reduce negative comments by 15%.

Our driver diagram (Figure 1) is below:

Figure 1 (Driver diagram)

In order to achieve our aim we found that we needed to streamline the recruitment process, enhance communication, improve training and develop technology for efficiency.

We started by mapping of the recruitment process to identify where any inefficiencies existed. This was followed by testing the integration of MS Teams with the recruitment platform (TRAC), and a new telephony system that enables direct and group calls via Teams. These enhancements are designed to simplify workflows and improve accessibility for hiring managers and candidates alike.

The project also tested practical virtual training for managers, aimed at supporting the existing online recruitment and selection modules. Additionally, the team is exploring Robotic Process Automation (RPA) to automate routine tasks such as generating and sending offer letters, further improving efficiency.

Several changes remain in progress, including the development of manager guidelines, an FAQ repository, and a Chatbot for the recruitment intranet. These tools aim to provide clearer instructions and support throughout the recruitment lifecycle.

Data

Feedback from new starters and hiring managers is being actively collected via surveys, helping the team track satisfaction levels and identify areas for improvement. The project’s goal is to achieve 90% customer satisfaction and reduce negative feedback by 15%. Our chart (Figure. 2) shows our outcome measure. One of the challenges in a project measuring user experience is getting a consistent number of responses each month to work with.

Figure 2 (P chart)

Our progress against our aim and moving forwards

Although the initial target completion date was October 2025, the project’s scope has expanded, prompting a review of timelines every six months. With a strong focus on collaboration, innovation, and continuous improvement, the recruitment team is committed to delivering a more efficient and supportive experience for everyone involved.