Do we think turnover is a problem?

1. Do we think turnover is a problem?

Turnover is undoubtedly a problem considering the management’s complaints towards Wally. The employees are the attendants making up the organization. Hence, when the turnover rate exceeds 50 percent as it has been observed in the previous years at 65 percent, it means there is a problem in the company (Heneman, Judge & Kammeyer-Mueller, 2003). where the organization is planning for an expansion in the future, the problem should be tackled immediately to avoid the current challenge from spilling over to the other locations in the future.

1. How might we attack the problem?

Job satisfaction forms the primary complaint. Therefore, WWW should escalate the satisfaction of a job among its employees by focusing on the areas where the attendants appear to demonstrate a lot of complaints. These include opportunities for job training, pay, customer complaints, coaching, customer abuse, and feedback (Jung & Yoon, 2015). The company can work alongside its existing and best-performing employees to develop the understanding, ability, skill, among other tests that can potentially be applied in hiring future workers. Besides, employee motivation and morale can be boosted through the provision of a raise at the 6^th and 12^th-month mark at 50 cents, which should be assessed by Wally. Besides, he needs to consider providing the workers with bonuses and pay raise in terms of their performance. Evaluation of performance needs to be conducted by the managers working with the employees instead of Wally, who is not in direct interaction with the workers. Moreover, giving benefits packages in terms of loyalty or time spent equal to the company’s time. In the case of a new employee, they should not get equal benefits to long-serving employees. One of the most notable instances in the federal system in which an employee’s first four years see the accumulation of four hours, especially for sick time per pay period. The hours usually escalates based on the service period in the government. According to OPM (2014), the employees in senior positions, members of the senior executive service as well as professional or scientific positions usually accrue their annual leave at one-day equivalent to 8 hours for every complete biweekly pay period. (Office of Personnel Management, 2014).

The other approach to attack the issue is by ensuring that the physical environment of employees is motivating. This is a critical factor that influences the decisions of employees and their performance levels. It also leads to employees accepting or leaving a particular job. This is an approach that WWW needs to consider to ensure a conducive working environment.

1. What do we need to decide?

The organization should provide that it analyzes its long-run and short-run goals towards its employees. They should revolve around the long term vision of the organization. WWW is focused on undertaking expansions, and hence it should tackle the primary problems that potentially affect the set goals, including customer service and employee turnover. All the solutions that the company will settle on in an attempt to address the primary problems should be integrated into the company’s action plan. The managers at WWW alongside the human resource department need to work jointly to provide that the company retains the significantly skilled personnel through the implementation of strategies following the analysis of the long run and short-run goals.

Once the above steps are effective steps are effectively performed in the organization, the WWW should be in a position of proceeding. Failure to observe all the steps would be dangerous for the company to initiate the expansion decision. This is because if they carry on with the move, the current issues will ultimately resurface in the future in their new locations. The human resource department and the organization’s management should be in agreement that the problems have been tackled, and an approach exists to aid in resolving the issues at the moment and in the future. They need to establish a set time frame to record significant transformation that allows WWW to re-assess as well as take further action in the event such problems still resurface.

1. How should we evaluate the initiatives?

The management team of WWW, alongside the human resource department, should develop a set of fault-finding success measures that enable the tracking and evaluation continuingly by the management and the human resource to provide the effectiveness of the implemented initiatives compared to the set goals from the past process.

In conclusion, WWW needs to understand that respect and loyalty start at home. When the workers of the organization are happy, they will pass the pride and emotion to their customers. Focusing on employee issues is essential as it cuts down their complaints as well as from the customers. The most significant way of attracting the loyalty of customers is by winning the hearts and loyalty of your employees (Ganesh, 2016). Providing quality services to your customer contributes to the attraction of new customers to your organization, retention of the current customers as well as shaping the brand of the organization. Nevertheless, it is only the employees who determine the quality of customer services, and hence they need motivation.

References

Ganesh, A. (2016). Understanding the Relationship between Employee Motivation and Customer Retention. Vilakshan: The XIMB Journal of Management, 13(1).

Heneman, H. G., Judge, T., & Kammeyer-Mueller, J. D. (2003). Staffing organizations. New York: McGraw-Hill.

Jung, H. S., & Yoon, H. H. (2015). Understanding pay satisfaction: The impacts of pay satisfaction on employees’ job engagement and withdrawal in deluxe hotel. International Journal of Hospitality Management, 48, 22-26.

Office of personnel management. (2014, October 07). Pay & Leave. Retrieved from OPM.gov: http://www.opm.gov/policy-data-oversight/pay-leave/leave-administration/fact-sheets/annual-leave-accrual-rates-for-senior-executive-service-senior-level-and-scientific-or-professional-positions-or-equivalent-pay-systems/