PA Group Project
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Toronto Metropolitan University *
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107
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
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4
Uploaded by ChefRose20389
HRM 4031: People Analytics
Course Project
Part One
: Review and Analyze HR Data
1.
Please see project data file attached, titled “Project_Data_Group_Assignment (2)”.
2.
Average and median scores for voluntary turnover rates, involuntary turnover rates, customer satisfaction, customer loyalty, and total staff.
Variable
Average
Median
Voluntary Turnover Rate
0.4180217
0.4038462
Involuntary Turnover Rate
0.2304231
0.2262774
Customer Satisfaction
5.13
5.15
Customer Loyalty
76.60
77.07
Total Staff
110.5302
111
3.
Minimum and maximum scores for the variables listed below.
Variable
Minimum
Maximum
Voluntary Turnover Rate
0.068702
0.867347
Involuntary Turnover Rate
0.07
0.445783
Customer Satisfaction
3.08
6.93
Customer Loyalty
37.27
99.17
Total Staff
57
155
4.
Correlations for the variables listed below.
Variables
Correlation
Voluntary turnover rates and customer satisfaction
-0.37627
Involuntary turnover rates and customer satisfaction
-0.09151
Voluntary turnover rates and customer loyalty
-0.27801
Involuntary turnover rates and customer loyalty
-0.02631
Part Two: Conclusions, Insights, and Recommendations
1
Top Insights
Supporting Data/Information
Key Insight #1: As turnover rates increase, customer satisfaction and loyalty tend to decrease.
●
Voluntary TO Rate vs. Customer Satisfaction (-0.37627), Involuntary Turnover Rate vs. Customer Satisfaction (-0.09151), Voluntary TO Rate vs. Customer Loyalty (-0.27801), and Involuntary TO Rate vs. Customer Loyalty
(-0.02631) all have negative correlations. Thus, higher turnover rates negatively impact customer satisfaction and loyalty. This data emphasizes the importance of strategies aimed at reducing turnover for maintaining a stable and positive customer experience.
Key Insight #2:
On average, there is a higher rate of voluntary turnover compared to involuntary turnover.
●
Voluntary TO rate has an average of 41.80% and a median of 40.38%, while Involuntary TO rate has an average of 23.04% and a median of 22.63%. This could indicate potential areas of improvement in employee retention strategies. Key Insight #3: The company generally maintains consistent levels of customer satisfaction and loyalty.
●
On average, customer satisfaction is at 5.13, with a minimum of 3.08 and a maximum of 6.93. Customer loyalty is at 76.60 on average, with a minimum of 37.27 and a maximum of 99.17. There is still room for improvement in certain units where these numbers are lower.
Key Insight #4:
There is a negative correlation between turnover rates and customer satisfaction/loyalty.
●
The negative correlation between voluntary turnover rates and customer satisfaction as well as voluntary turnover rates and customer loyalty suggests that as voluntary turnover rates increase, the customer satisfaction loyalty tends to decrease. This highlights the importance of addressing turnover rates to maintain positive customer perception and retention. Key Insight #5:
Customer satisfaction is moderate with some variability.
●
On average, customer satisfaction is at 5.13, indicating a moderate level of satisfaction. The range from 3.08 to 6.93 2
suggests that there is some variability in customer satisfaction levels with both low and high ratings observed.
Recommendations
Action Steps for HR and/or Business
Recommendation #1:
Implement training and development to help increase customer satisfaction and loyalty.
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Conduct a skills gap analysis
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Design tailored training modules
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Choose appropriate training methods
●
Implement training
●
Monitor and evaluate progress
●
Measure the impact
●
Provide feedback
Recommendation #2:
Implement employee engagement initiatives to reduce high voluntary turnover rates.
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Develop an employee engagement strategy
●
Foster a culture of open communication
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Recognize and reward achievements
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Promote work-life balance
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Offer good compensation and benefits packages
●
Evaluate and adjust the strategies
Recommendation #3: Analyze low-performing units to determine root causes of low customer satisfaction and loyalty scores to help inform decisions.
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Identify units with low satisfaction and loyalty scores
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Gather data and customer/employee feedback
●
Analyze issues affecting performance
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Develop action plans to address causes and improve performance
●
Monitor progress and adjust strategies
Part Three: Telling the Story
3
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Please see the “People Analytics Group Project (1).mov” file.
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