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

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

As a Training Outsourcing Partner, LSA consistently saves me time and money by designing the right solutions and quickly bringing us the best experts to solve key business problems in a way that works for our unique culture. Their methodology and resources are fantastic and allow us to deploy better solutions faster. I highly recommend them to anyone looking to raise the talent bar with a true strategic partner.

Tim Bonnet
Director of Training and Organizational Development

Dimension Data

LSA Global’s consultant brought a fresh perspective to our behavioral based interviewing strategy for two key executive positions we needed to fill, and their consultant helped us develop questions that produced a much deeper understanding of candidates’ capabilities. I am confident that the two new executives joining our organization have the right skills to add significant value. Throughout the process LSA was also very responsive in dealing with short lead time requests.

Because of the unique nature of our business, Excel is a core application in our accounting organization. After three attempts to find an Excel consultant who is capable of helping our finance team integrate advanced applications into our work processes we found LSA and Alex. He was not only a “Real” Excel expert but was masterful in helping us identify where to use Excel applications in our processes to increase our group’s efficiency.

SPO Partners & Co
Kim Silva, CFO

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

I have worked with other training companies and found it to be more of a seller/buyer relationship than one of matching the right expertise to our business issues. That’s what LSA does – ask the hard questions, listen, and understand our business needs. We receive the benefit of their expertise from assistance with personal development plans to enhancing team performance, to looking at enterprise-wide challenges. It’s all about helping our business succeed as we grow. Right now, LSA is providing great ideas, a fresh approach, and valuable guidance as we develop our management team and accelerate our client relationship management results.

Kristin Westland-Kaune
Director, Team Development

Having a training outsourcing partner like LSA to support our talent management needs has been a real blessing. In an emerging company where typically you can’t afford the infrastructure necessary to provide a full range of offerings to meet the changing needs of an organization, having an external partner who understands our business and our culture and offers everything from a wide range of open enrollment programs to customized organizational development consulting is almost as good (and in some cases better than) having your own internal Training and Organizational Development function.

Chris Wells
Vice President, HR and IT

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 Global to help take our behavioral interviewing process to the next level in terms of both efficiency and effectiveness. LSA quickly understood our unique culture and challenging requirements.  They immediately helped us to improve our ability to continue to hire top talent that fits our culture and talent management strategy as we rapidly scale.

Julie Pearl
Technical Program Manager

Google

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

Thank you to LSA Global for their partnership and support in helping us to design and roll-out our valuable management development training program. I personally have partnered with LSA Global at four of my previous companies. It continues to be a delight working with LSA. We look forward to partnering with them at Blackhawk Networks for future training and consulting needs.

Suzanne Kinner
VP Human Resources

Blackhawk Network

The customized new hire on-boarding process, coaching, tools, and measurement have provided a very useful structure and frame for the first 90-days for both me and our new hires. It has been a very positive experience from my perspective and will make it much easier to on-board my new hires.

Martyn Storey
Systems Engineer Manager

Thank you for a great leadership development session today. The facilitator was brilliant, and we really enjoyed his style and personality. The sales team got a lot out of it (as did I). I believe it will help us create an even higher performance environment by ensuring we have a common understanding of our environmental structure and are all working towards the same goals.

Simon Jefferson
Managing Director

AKQA

LSA Global has been a great partner in helping ServiceSource move toward its Vision of being “the leading developer of talent in the service performance management industry.” I have engaged LSA’s services to help develop best-in-class programs in the areas of: Executive On-boarding, Manager Training, Sales Training, Employee Engagement and Instructional Design. They have consistently met or exceeded my (very) high expectations and are always responsive to my needs.

Mike Normant
Senior Director, Training & Development

Service Source

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

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

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