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Attrition
A presentation by
QAI
Case Background: A Fortune-50 organization in the BFSI space wanted to identify the drivers of staff
attrition and bring down the value significantly.
Staff attrition leads to incurring an expense in ramp up of new resources as well as the loss in productivity
and knowledge of the organization in the long run
While the organization had adopted six sigma framework through QAI, the conventional tools of six sigma
were found to be inadequate in providing answers to the complex situation. The annualized staff attrition
was at 84% at the start of the project and management wanted a fresh perspective to the problem.
Management was exploring a structured approach to innovation that was low on complexity without
compromising the rigor and effectiveness.
1. Structured approach towards identifying the vital few parameters of importance to the customer
3. Ease of Implementation
The project was executed in the three phases shown in the figure.
1. Information Gathering
i. Main Parameters of
Value (MPV) are those attributes for product or service that will have the
greatest significance in the customers purchasing decision.
ii. Innovation requires a precise understanding of value: the who, what, when,
where, how, and why of the customer’s need. It then means getting that value
to them without complexity creeping in.
2. Study the solutions proffered by the industry to satisfy those parameters by doing prior
art search and
For the Staff attrition reduction project the information gathering was carried out at different
levels
2. Analysis
a) The primary objective of Analysis is to obtain insights from the Information Gathering
phase on under-served Main Parameters of Value.
b) It further involves a rigorous analysis of the process to determine the opportunities for
improvement in service delivery.
Summary for Good MD - CMB
Anderson-Darling Normality Test Main Effects Plot (data means) for Signal to Noise Ratio - CMB
A-S quaredP-V alue 0.600.114
3. Concept Development
Benefits Obtained
USA
UK
CHINA
MALAYSIA
SINGAPORE
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