Write a quality paper In 600 words, 2 Scholarly references, and in text citations
The paper need to have the following headings: Issues, Facts, Recommended Solution, Follow up.
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
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 2's 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.
Stress on the job
Job not as expected
Lack of ability to resolve customer problems
Another job opportunity
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.
General Instructions for Case Studies:
A case study is a short description of a real business situation. Analyzing case studies gives you the opportunity to apply those concepts to real business problems. Cases are generally written for several types of analysis. Usually, there is not a "right or wrong" answer. Rather, cases provide a vehicle for you to demonstrate your understanding and ability to apply course concepts. You must use appropriate sources (properly cited) to support your position. Check your analysis by assessing how well it demonstrates your subject knowledge. If your answer relies on your impressions of the topic prior to taking this course, it is likely that the analysis is not your best effort.
- Simply answering the questions which are part of the case is not enough; consider the questions to be clues to the important concepts and facts. You are strongly encouraged to use the following outline so that your analysis is organized appropriately:
- Identify both the key issues and the underlying issues. In identifying the issues, you should be able to connect them to the business principles which apply to this situation.
- Discuss the facts which affect these issues. The case may have too much information. In your discussion, you should filter the information and discuss those facts which are pertinent to the issues identified above.
- Discuss your tentative solution to the problem and how you would implement your solution. What actions would you propose to correct the situation, based on the knowledge you have gained in this course? Be sure to support your recommendation by citing references in the text and in the supplementary readings. You should also draw on other references such as business periodicals and relevant journals. Remember that an ANALYSIS is more than simply a SUMMARY of the Case Study.
- Discuss follow-up and contingency plans. How will the organization know that your proposed solution is working? What should they do if it does not work?
It may be helpful for you to "role-play" this assignment. Your presentation should cover the points listed above. By "role-playing" the situation, using the questions at the end of the case as hints, and by using this guide, you should be able to develop an action-oriented analysis with a recommended course of action.
- Have you identified the critical issues/problems in the case and analyzed the key facts related to the issues/problems?
- Have you discussed a tentative solution that addresses the issues/problems and how you would implement your solution?
- Is information from the textbook and other sources integrated into your analysis appropriately? For all sources, you must provide complete citations.
- Is the paper professionally presented? Remember your audience. It is important to present your information as clearly and succinctly as possible. (Do not sacrifice thoroughness for mere brevity.)
- Please proofread carefully for grammar and spelling errors.