Balanced Scorecard Training

Measuring Success

Major Telecommunications Client by Brenda Barrington III

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Monthly Scorecard
Proprietary

Proprietary

Attrition
Attrition data is provided by the individual centers.

Formula:

Sum of Attributes per Month Average Monthly FTE

The Attrition Rate is a measure of the % of employees lost during a month

To WOW! my customers, I need 2 workers per shift they keep the burgers sizzling.

Attrition Rate
Scorecard Perspective Financial

Impacts
Research indicates that attrition costs companies an average of 18 months salary for manager or professional positions, and 6 months pay for each hourly employee. Attrition has been shown to have a negative impact on customer satisfaction, loyalty and retention. When tenured employees are lost, customers lose the benefit of their extensive knowledge. Some attrition is desirable. Levels of attrition that exceed the desired level has negative impacts on quality and morale. Increases the workload on the training department Reduces the level of expertise available to the workforce Makes it more difficult to provide mentors to new hires.

Customer

Internal Process Learning & Growing

Rethink Possible - Attrition

Management Challenges
Carefully examine hiring practices Increase opportunities for employees to acquire and use new skills Connect the work with meaningful goals in the employees life Target employees current performance and goals when coaching. Demonstrate a commitment to helping employees grow and develop

Allow employees to stretch their skills and increase responsibility Provide relevant training designed for the adult learner on a consistent basis Demonstrate respect for all employees at all times Tie management bonuses to demonstrated people skills Redirect/retrain managers and supervisors with high attrition rates

Better

Rethink Possible - Attrition

Agent Challenges

Reach out to new Notify your supervisor employees, offer to when you see a peer share a break with them, struggling, offer to help show them the center, Let your supervisor know etc. when you dont Volunteer to mentor new understand a new process employees chances are someone else is confused, too Actively participate in team activities Offer your suggestions for improvement when you Help create the see an area of workforce you want to opportunity. enjoy invite your friends and family to I think Jane could use a apply for jobs

Better
little help I am going to show her how to slice the tomatoes.

Aging

Formula:

Combined % of several delinquency categories for both Consumer and Business

Aging is a business term that describes the A/R levels by maturity and is expressed as a % of dollars on accounts.

Current 31-60 days past due

61-90 days past due

Financial Metric