Michael is the Regional Manager for MicroServer. MicroServer has been contracted by a national car dealership company to provide multi-media information and support services for Its vehicle maintenance and repair clients. The team at MicroServer responds to questions and inquiries about vehicle problems and troubleshooting for customers across the country via email, phone and social media. MicroServer's front-line team tends to be younger adults just out of school looking to make an income. They are often interested in cars and trucks, but not always. To this end, MicroServer has a significant training program and a large searchable database of frequently asked questions to help them troubleshoot with clients. MicroServer has always prided itself on "promoting from within." In an industry marked by hig turnover rates, the management at MicroServer believes that by providing opportunities for advancement, it can keep people interested in working for MicroServer longer and reduce the company's turnover rates. For every ten people hired by MicroServer to work on the front line, three resign or are terminated within three months. On average, MicroServer loses another two during the first year, leaving five out of every ten hires at the one-year mark. Of these five, one is typically promoted to "team lead" within a year because of exceptional performance on the front line. Michael has found it increasingly difficult to find new staff for MicroServer. Five years ago, he used to receive about 20 resumes for every posting. He has found that this number has decreased to only 4 resumes. In addition to the reduced number of applicants, Michael has als observed that when a front-line staff member is promoted to team lead, the team often loses an additional staff member. 1. What tools could Michael use to better understand the high turnover rate at MicroServer? (Mention at least 1 tool) 2. What factors might be leading to the reduced number of applicants at MicroServer? (Mention at least 3 factors) 3. Michael has recently begun to question whether MicroServer should promote from within or hire team leads from outside the organization. What are the pros and cons of each approach? Which approach would you recommend, and why