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

As a Training Outsourcing Partner, LSA consistently saves me time and money by understanding what matters to our strategy and what works in our unique culture.

Their practical and outcome-oriented methodology is fantastic and allows 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

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.  Thank you!

Julie Pearl
Technical Program Manager

Google

LSA helped us to create the strategic clarity and alignment we needed for our team to thrive.

The practical, no-nonsense, and outcome-oriented approach really helped us all get on the same page and set us up to be a high performing leadership team to focus on what matters most.

Michael Carter
VP Human Resources

Samsung

LSA is an instrumental training outsourcing partner helping us to build leadership and management capacity while strategically investing in our people.

LSA’s flexibility, depth, and breadth of expertise allows us to deliver top quality solutions that are directly tied to key business plans and talent management strategies.

Their ability to custom design, deliver, and evaluate high impact Management Training Programs has been excellent. They are true business partners and a pleasure to work with.

Margaret M. Mader
Vice President, Human Resources

Hyperion

We have partnered with LSA for years.  Our organization’s learning needs have increased, decreased, and increased again over time.

The beauty of LSA’s business model is its flexibility and depth of their expertise.

When we need strategic or tactical outside help that we can trust, we use LSA knowing that we can depend on outstanding quality advice and targeted solutions every time.  You cannot go wrong with LSA.

Margie Bunting
HR Manager

We partnered with LSA Global to help us invest in our people. LSA custom designed an impactful management curriculum to help upskill our key managers and leaders.

We consider LSA to be our trusted learning and development partner and a valued extension of our team as we rapidly scale.  Thank you LSA!

Lisa Bruun
SVP Human Resources

Ellie Mae

LSA Global has been a great partner in helping us move toward being “the leading developer of talent in the service performance management industry.”

I have engaged LSA to help develop best-in-class programs in the areas of: Executive On-boarding, Manager Training, Sales Training and Coaching, Employee Engagement, and Instructional Design.

They have consistently met or exceeded my (very) high expectations and are always responsive to my needs to increase performance, engagement, customer satisfaction, and sales growth.

Mike Normant
Senior Director, Training & Development

Service Source

We partnered with LSA to help custom design, deliver, and measure an advanced new employee on-boarding process. It 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 solution quantifiably improved new employee and hiring manager satisfaction and increased the speed to sales quota for new hires.

I would highly 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 as we continue to scale.

Rochana Golani
Director, Global Sales & Technical Field Enablement

The experiential New Employee Orientation was an incredible success for 2,500+ new hires over 4 years spread across the globe.

LSA partnered with us to create an innovative solution on very short notice and added a huge amount of value.

We could never have done it without their unmatched combination of expertise, professionalism, and creativity that aligned everything with our unique culture and growth strategy.

Even our executives and experienced hires were blown away!

Brenda Wagner
Founder and President

Proxicom

LSA asks the hard questions, listens, and understands both our business and talent needs.

We greatly benefit from their expertise ranging from assistance with personal development plans, to enhancing team performance, to enterprise-wide talent management challenges.

LSA provides great ideas, a fresh and practical approach, and valuable guidance on how to get the most from your talent.

Kristin Westland-Kaune
Director, Team Development

LSA has a very unique and powerful methodology regarding learning. Their ability to overcome skepticism, obtain executive support, and create an aligned learning strategy that provides measurable business impact is second to none.

They understand your goals, flex to your needs, and solve problems. They certainly help make my job easier and are a pleasure to work with.

I highly recommend LSA to anyone trying to connect the dots between strategy, skills, knowledge, and results.

Noelle Van Vlierbergen
Human Resources Director

AKQA

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 trusted training, coaching, and consulting partner to improve performance – at both a tactical and strategic level.

They really get talent, learning, and performance.

Jeff Coon
VP Human Resources

Exelixis

We have had a very beneficial partnership with LSA. Their recent Leadership Development Program helped us to identify, develop, and retain top leaders. It was instrumental in helping take our company and our key people to the next level. I would recommend them to anyone looking to truly develop and retain top talent.

Steve Janowsky
Vice President of Operations

Proxicom

Congratulations on your pro-activity in establishing this program and developing such an effective New Employee Orientation course.

Farhat Ali
President and Chief Executive Office

Fujitsu

We have worked with LSA Global for our learning and development needs and have always had great success.

They helped us recently with targeted and customized Management Training Workshops to fit our unique situation, and they were fantastic.

I highly recommend LSA to anyone that is attempting to help take their leadership and management talent to the next level.

Mary Johnston
HR Manager, BU Radiology Informatics

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