A Strategic Approach to Retention Improvement

This study demonstrates how a retention improvement program generated an extremely high impact, including an impressive return-on-investment, using a strategic accountability approach to managing retention. l By analyzing a turnover problem in branch bank operations, this case focuses on how the specific causes of turnover were determined, how the solutions were matched to the special causes, and how the calculation of the actual impact of the turnover reduction was developed. The strength of the case lies in the techniques used to ensure that the solutions were appropriate and that the turnover reduction represented a high-payoff solution.

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