You work on a team with four other members of the customer service team at C-Zone, an auto-parts wholesaler. Your company has around 2,000 employees nationally. The company has low job acceptance rates of only 30%, which you suspect is too low, but since you do not work in HR, you have never mentioned anything about this. For a long time, you have believed that the high customer service turnover (75% each year) and low acceptance rates of jobs offered are related. It may be time for your team to think about what might be done about this. Your company recently implemented a new HRIS, which now makes it possible to get data on employees on request. You decide it is time for your five-person leadership team to start doing a little investigation.
Questions 1. Develop a plan to examine why employees are hesitant to join the organization and always seem to be leaving. How can you assess why employees turn down job offers? How might you assess why employees are leaving? After you choose your method of measurement (i.e., focus groups, survey, interviews), develop an instrument, along with the questions to be included. How would you analyze the data to identify the top reasons for employee departures?
2. Let’s assume that you found out the top three reasons for low job acceptance to your company are as follows:
1. Management is very authoritarian and not supportive of employees. When potential applicants read the comments on Glassdoor.com, it scares them off.
2. Compensation is below average compared with other similar organizations.
3. Employees feel they are working all the time with little downtime. This is especially true in the call center when calls can be stressful and plentiful at peak times.
3. What would be your proposed action plan to deal with these issues? Be specific, and make sure that your recommendations focus on recruitment, selection, training, compensation, and any other stages of the employment cycle.