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Analysis & Problem Solving

Kexin XU
Management of Business Operations

Issue Description

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I was working in a Finance and Wealth Management Company CreditEast in winter of year 2014. This company has thousands of
sales in China main cities. I was working in a new branch in my hometown Shenyang. This company has experienced high liquidity of
Sales person. I was also one of these. Mostly new employees only work there for less than three months. The employees in CreditEase
have working in the best office building in my hometown. And salary is also above the average. But why the CreditEase still suffer from
the high liquidity of salesmen. So, Ishikawa Diagram analysis is very helpful to find out the specific reasons at this issue. And
Prioritization Matrix would also be a good tool to weight the factors

Ishikawa Diagram

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External
Environment
area

Products
Sustainability

Publicize
of Brand

Market
Environment

Competitors

Not
Encourage

Basic Salary

Working
Environment

Careless

Communication
Skill

Company
Environment

Basic
Salary

Pay less
attention

Training

Reputation

Sales
Strategy

Attitude
towards New
sales

Manager

Sale Strategy

Job-hopping

Not
Patient

Not spread positive

aspect to new
salesmen

Skills
Rebates
to Sales

Employee
Welfare

Rebates to
Sales

Employee
Welfare
Sales Skill

Attitude
towards New
Sales

Careless

Lack of
Cooperation

Not very
loyal to
Company

Seldom
Teach new
Salesmen

High
liquidity of
New
Salesmen

Promotion
Development

Career Plan

New Employees

Old Employees
Not Confident

Sales Skill

Lack of
Belongingness

Communication
Skills

Pressure
Lack of Experience

Nervous
Skills

Salesmen

Sense

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Prioritization Matrix
Frequency

Importanc
e

Causal/Contributory Factor

1. working area impact

2.Competitors sales strategy
3.Competitors employees basic salary
4.Competitors Sales Rebate
5. Products sustainability
6. Companys Reputation
7.Pubilize of the brand
8. Working Environment
9. Employees basic salary
10.Sales Rebate
11. Manager Careless about new sales
12.Manager pay less attention about new sales
13Manager do not encourage new sales
14 Manager do not patient new sales
15 Manager do not teach new sales
16 Old salesmen careless about new salesmen
17 Lack of cooperation among sales.
18 Old Employees sales skill
19 Old Employees Communication skills
20 New Employees self- development
21 New Employees Career Plan
22 New Employee lack of related experience
23the sense of nervous of new employee

1
3
3
4
5
4
2
2
5
5
2
2
1
1
2
2
3
3
3
4
4
4
2

2
5
4
5
5
5
4
3
4
5
2
2
2
2
3
2
3
3
3
4
4
4
2

Feasibility

Sum

Product

4
5
4
5
4
4
4
4
4
5
1
1
1
1
1
1
2
3
2
2
2
4
2

7
13
11
14
14
13
10
9
13
15
5
5
4
4
6
5
8
9
8
10
10
12
6

8
75
48
100
100
80
32
24
80
125
4
4
2
2
6
4
18
27
18
32
32
64
8

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24 the sense of pressure of new employee

25the sense of lack of belongingness of new employee
26 the sense of no confidence of new employee

2
2
3

2
2
2

2
2
2

6
6
7

8
8
12

Ps. Rate each causal factor from 1-5 on each one of the dimensions. Remember that the higher the rating in each area, the more the factor rises to the top to be
investigated or addressed. Therefore, if the factor is feasibility, 5 is most feasible, 1 least. If the factor is cost, 5 is the least costly, 1 is the most costly.