Impacting Employee Attrition Through Manager Development: Services

Developing Managers and Retaining Talent at a Growing Services Firm

Client Case Study

Situation

This rapidly growing fully integrated communications agency wanted to:

  • Improve employee retention.
  • Decrease attrition levels (hovering over 35%)
  • Improve overall manager effectiveness
  • Empower their management staff with the ability to adapt to high growth
  • Provide an automated, turn-key solution for training marketing, communication, registration, and post-training support

Complications

  • Uncharted Territory: This fast growing company had never before designed or implemented a comprehensive management development or engagement solution.
  • Client Satisfaction: Unacceptable attrition rates were negatively impacting client project work, repeat business, and employee morale.

Approach

  1. Assessment: Interviewed executive team members and key stakeholders to better understand their culture, performance management system, retention challenges and to discover key people challenges impacting the business.
  2. Marketing, Registration and Follow-up Site: Created a company specific automated/turnkey marketing, registration and follow-up site to help the client manage the marketing, registration, planning, scheduling, delivery, reinforcement, and results of the targeted learning solutions.
  3. Program Design and Customization: Custom designed a foundational management curriculum based on the upfront assessment/interviews that focused on the key areas identified/ skills needed. Created company specific role plays, case studies, and learning activities targeted for their environment, culture, and target audience.

Approach (cont)

4.  Program Delivery: Successfully delivered 15 customized programs to over 200 participants in the following areas:

    • Targeted Retention: Retention Action Planning Survey: An on-line retention survey that measured managers’ effectiveness in specific behaviors proven to impact employee retention.  Each participating manager completed a self-assessment and had their direct reports complete confidential feedback assessments. Data from these surveys was used to generate individual Retention Assessment Profile Reports provided to participants during the Retaining Top Talent workshop.
    • Retaining Top Talent: A customized 1-day retention workshop focused on equipping managers with the skills to reduce costly turnover of top-performing employees and “A” players.
    • Management Fundamentals: A customized 2-day management training workshop focused on the key skills managers need to handle their role effectively and build the foundation and gain the knowledge to be successful managers.
    • Influencing and Generating Buy-in: A customized 1-day influence workshop focused on developing the strength and flexibility required to effectively influence others.
    • Career Development: A customized 1-day workshop focused on giving all employees a clear process and best practice tools for “owning” their own career development.

Results
In twelve months:

  • 49.6% decrease in attrition ( 35%+ to 18%)
  • $450,000 savings from not needing to hire 2-5 additional headcount to market, register, manage, and deliver training solutions.
  • 97.6% average client satisfaction
  • 122% average knowledge gain

Related Information

The LSA customized Organizational Alignment Survey gave us a comprehensive view of how our employees experience our culture, talent and strategy.  Equally important, the survey and implementation process goes well beyond the typical engagement survey.  The systemic approach provided us with a great forum to discuss the strengths and opportunities in our organization, and then to quickly get focused on the key actions critical to executing our business and people strategies.

Mark Forrest
General Manager, FSM Division

Trimble

LSA demonstrated the criticality for executives to look beyond current ethics topics and focus on applying fundamental values in everything they do to demonstrate true leadership. They successfully delivered in two hours what most leadership development presenters would spend an entire day trying to communicate.

Nick Voyvodich, SPHR
HR Manager

Fujitsu

We came to LSA Global to improve the overall behavioral based interviewing capabilities of our managers to increase the probability of both hiring top talent and future leaders. LSA designed a highly customized solution for our unique business model and culture. I would highly recommend LSA Global as a top quality consulting and training partner.

Rae Phillips
HR Project Manager - Training & Development, PHR

We partnered with LSA to pilot a customized behavioral interviewing program to help ensure that we continue to hire the best and brightest as we continue to rapidly scale. LSA’s ability to understand our business and our unique culture combined with their desire to ensure that the best practices framework truly fits our performance environment and is highly adopted by our people is a real blessing. Most other firms want to just ‘give you training.’ Not LSA, they are focused on helping me hit our hiring forecasts and attract A players.

Jennifer Remling
Director of Global Recruiting

AKQA

We partnered with LSA Global to help us invest in our people. LSA designed a modular and customized management curriculum that allows us to deliver top quality solutions to our managers and leaders. We consider LSA to be our learning and development partner and our LSA consultants to be an extension of our team.

Lisa Bruun
SVP Human Resources

Ellie Mae

LSA Global has provided our Employee Engagement Survey for the past 3 years. Their ability to administer the survey, help us sort through complex organizational changes that impact reporting, and provide flexible, customized report formats gives a high level of comfort and confidence in the work. The survey results have helped us identify and take actions to address the concerns of our Gen Y workforce. In all, LSA provides us with great value, and I would highly recommend them.

Mike Normant
Senior Director, Training & Development

Service Source

We recently hired LSA to help us take our client delivery methodology to the next level as we continue to grow and help our clients succeed. The custom strategy and design session exceeded our expectations. They really understood our business and delivered within tight time frames.  They were the best I have seen for this type of complex, visible and strategic work. LSA’s ability to get a group of 20+ executives from around the globe on the same page, push their thinking to new heights, and ensure an executable plan was excellent. I would recommend LSA to anyone looking to take their strategy and strategic execution to the next level.

Rob Sturgeon
EVP Client Delivery

Service Source

We partnered with LSA to help custom design, deliver, and measure an advanced new employee on-boarding and measurement process. The process was well thought out and bought into by sales leadership. The combination of targeted sales tools, technology, coaching, performance plans, training and reinforcement made all the difference.  The pilot program in EMEA was a big success and the solution quantifiably improved new employee and hiring manager satisfaction and increased the speed to sales quota for new hires. We are continuing to work with LSA Global to scale the program in other GEOs and expand to cover more roles at VMware.  I would recommend LSA Global for any sales enablement team looking to increase the engagement and speed to productivity of their sales force. We are excited to implement the program globally across VMware as we continue to scale.

Rochana Golani
Director, Global Field Readiness

Redwood Trust looked to LSA Global as a consulting partner to help us explore innovative and scholarly approaches to promote employee engagement and sustain the unique culture we’ve built over the last decade.  LSA helped us perpetuate coaching as a discipline across the organization by integrating our core values, goal setting and performance management under an interactive coaching program.  We appreciate LSA’s commitment to cutting-edge practices to help keep us a step ahead during this time of rapid change.

Rosalyn Chan
Vice President, Human Resources

Redwood Trust

The refreshing thing about LSA is that they focus on understanding our business situation and helping me succeed instead of selling a product. With over 150 experts, they are an invaluable resource that helps me deliver higher quality results faster. I recommend them to anyone looking to improve the performance of their workforce.

Stacie Rodgers
VP of Human Resources

Cutera

LSA brought a very effective training design, and implementation approach to help us create a common language around our corporate training. As a fast growing company with a geographically dispersed workforce, their expertise in this area was invaluable to us in driving consistency, creating a sense of belonging for our employees, and developing a common language for all of us to use.

Binod Taterway
CEO

Blue Canopy

“We turned to LSA to help us custom design and deliver a leadership and management development curriculum to help drive performance. They have done an excellent job diagnosing the business situation, designing an approach that fits our culture, and delivering a first class solution.”

Sally Buchannan
VP Human Resources

I’m not sure if I’ve run across a company that can match the depth and quality of LSA’s consultants and facilitators. I highly recommend LSA to anyone seeking a strategic training outsourcing and consulting partner to improve performance.

Jeff Coon
VP Human Resources

Exelixis

We held our 1st Year Academy for our new associates last week, and the segment that LSA helped us redesign went exceptionally well. Their instructional design skills made it more relevant, more interactive, and more engaging. We greatly appreciate what LSA did to help us greatly improve a key component of our program!

Larry Brown
Senior Manager, Training & Professional Development

The experiential New Employee Orientation was an incredible success for over 2500 new hires in four years across the globe. They partnered with us to create an innovative solution on very short notice, and added a huge amount of value that isn’t reflected in their cost. We could never have done it without their unmatched combination of expertise, professionalism, and creativity that aligned everything with our unique culture. Even our experienced hires were blown away!

Brenda Wagner
Founder and President

Proxicom

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