Problem-Solving, Data Visualization and Storyboarding

Case Study: Problem-solving, data visualization and storyboarding

As a business leader, Zafar ran a high-volume portfolio on Business Process Services and was known to be a master when it came to pitching for customers in banking, retail and healthcare. The talent model was simple – hire employees through vendor sources, train them for 3 weeks on the domain/ customer and deploy them. The background verification process ran in tandem with the training process and as long as the background check came out as positive, there were no troubles in deploying the employees on to projects.

But he had a pertinent problem that threatened to run his business to the ground – attrition of employees. The most disturbing aspect with attrition was the cost of replacement/ training. The cost that Zafar incurred in training the batches was quite a lot. He had to find a way to make the employees stay for at least 6 months after deployment – else he was losing Rs. 20,000 per employee just on training.

As a consultant, you are meeting with Zafar and his team to understand the scenario better and help in the business problem.

Some initial understanding

• Mostly the batches were hired only based on the communication skills. If it was a voice process, oral communication and accent was important; else it was about written/ computer operating skills
• Training happens in batches of 20 to 25 employees
• The duration of training could vary from 15 days to 25 days, but on an average, it was 21 days
• Most projects ran out of Bangalore
• The vendors charged money for placing the employees – Rs. 10,000 per head, payable one month after the date of joining of the candidate
• There were 5 vendors overall who were helping in the hiring process.
• A few also joined us as freshers through campus
• Irrespective of source of hire, training and deployment was similar

Please present the solution to Zafar through problem-solving, storyboarding and data visualization

Annexure 1: employee data in excel

Annexure 2: attrition reported

[pic 1]

Annexure 3: reasons for leaving

[pic 2]