Case 1-

Marcus Buckingham has recently been appointed as member of the board of director for a local bank. The competitive strategy of the bank is "To use superior customer

service to differentiate the bank, and to thereby retain and increase number of

customers, and thus boost revenues and profitability."

As a new member, Marcus was being introduced to all the employees in the home

office. When he was introduced to Sara Williams, he was quite curious about her

work and asked her what the machine she was using did. Sara replied that she really

didn't know what the machine called or what it did. She explained that she had only

been working there for two months. However, she did know precisely how to operate

the machine. According to her supervisor, she is an excellent employee.

At one of the branch offices, the supervisor in charge spoke to Marcus, telling him

that, "something is really wrong", but she didn't know what. For one thing, she

explained, employee turnover rate (the number of people leaving the organization) is

very high and no sooner had one employee been put on the job than another one

resigned. She had little time to work with the new employees as they came and went.

As the company doesn't have an HR unit in the home office, all branch supervisors

hired their own employees without communication with the home office or other

branches. When a vacancy developed, the supervisor tried to find out a suitable

employee to replace the worker who had quit.

After touring 22 branches and finding the similar problems in many of them, Marcuswonderedwhathewassupposedtodoathomeofficeandwhatactiontotake.The more

he thought about the matter, the more puzzled Marcus became. He could not quite put

his finger on this problem.

You need to answer the following questions:

Questions-

a. What recruitment approach does the company use? Would you suggest it

a different approach? Why?

b. What would be the role of HR in reducing the employee turnover rate at

the case organization?