Case Study Managing Retention

Case Study Managing Retention

In
this case study, you will revisit Irontown Incorporated and prepare a plan to
reduce turnover to meet the quality and cost objectives set by company
leadership.

Please refer back to the prior case studies to refresh your memory on the
issues facing Irontown and information on their business.

The purpose of this final case study is to pull it all together and develop a
retention plan to support the overall staffing strategy of the company. This is
important because the company has decided to keep the customer service
department in-house if turnover can be reduced by 20% per year over the next
three years. If the retention program is meeting its goals by the end of the
first year, the company is going to invest in a new CRM software program.

HR has asked the last 120 employees who left voluntarily to participate in an
exit interview. 100 employees agreed and a summary of the data collected is
presented below. HR also held a focus group session with the CSR 2s to understand
issues from their perspective. A summary of the key points from the focus group
is also presented below.

The exit interview asked employees to list reasons that were a factor in their
decision to leave. Results are summarized in the chart below.

Factor

%

Stress on the job

46

Job not as expected

29

Lack of ability to
resolve customer problems

14

Compensation package

5

Another job
opportunity

4

Other

2

The CSR 2s identified the following concerns:

• Trainees
are all assigned the day shift and work directly with a CSR 2, and this
presents two issues. First, it depends which CSR 2 a trainee is paired with as
to what the trainee learns – the training is not consistent. Second, the
trainees typically move the evening shift first and it is noticeably more
difficult, particularly toward the end of the shift.
• The CRM software is not effective and too much time is lost
getting the CSR 2s up to speed when a call is upgraded to their level.
• The continual shortage of enough employees to operate has a
chronic demoralizing effect.

Within the context provided, recommend an
effective retention strategy for the organization. In your case study analysis,
include the following:

• Analysis
of the root causes of turnover based on the case study
• Solutions to the root causes with explanations
• Discussion of how the proposed solutions will reduce staffing
costs while improving production quality
• References, at least three other than the textbook

Write your case study analysis in three to five
pages in a Word document. Follow the APA style for writing, editing, and
citation of sources.


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